Introduction to DemandCaster Support
Please note that the DemandCaster documentation is an ever evolving work-in-process. We regularly update and re-organize the articles to keep up with the features we introduce and help our customers better navigate our knowledge-base.
If you click on a link that is misdirected, please use the search box to find the article. In most cases, a broken link means the article has been moved or renamed. If you find an article that has not been updated, please let us know by creating a ticket. Thank you!
Support and Documentation Structure
To learn how to search documentation, click here.
Our support site is located at https://plexcustomercare.force.com/community/s/login/. This site is where you submit support cases, participate in the community, and submit ideas for consideration in the Exchange. You must register to gain access.
To register, click on the "Create an account" link to get started.
Once registered, you may create new and view existing cases by following the steps below.
Create New and View Existing Support Requests/Cases
Please note that a supported browser must be used to open and manage cases (Chrome is highly recommended).
Overview
- Access "Support" on My Plex
- Open a New Case
- View Account information
- View open and closed cases
- NOTE: Browse solutions in articles is only for Plex ERP. Knowledge base articles for DemandCaster are only available at https://documentation.demandcaster.com
Open a Case
You will need to first register to access the Plex community.
Authorized users can open cases in the Plex Community on the homepage or My Plex by:
- Clicking Open a new case under Need Help?
- Then selecting one of 3 options (if you your account is in implementation, please reach out to your consultant:
- Support Case: Select for any general requests or issues related to how to use the product
- Technical Services: Select when integration changes are required. Please not that certain changes following implementation may be billable
- Professional Services: Select if your account is already deployed and subsequent training or support is supported by a Consultant. These are billable engagements
- Enter a Subject and Description for the case and click Create New. Please note that the populated support articles do not currently pertain to DemandCaster. To review DemandCaster related articles, please go to https://documentation.demandcaster.com
- Complete the case form and click Next to open a case
View cases
To view your open cases and all account cases:
- Go to My Plex
- Select View my cases under My Cases
- On My Cases, the first tab, My Cases, will list your current cases, while the second tab, All Company Cases, will list all open cases for your company
What Information Should You Include with your Support Requests
When encountering what you believe is a bug or if there is something you do not understand, please provide the following information in order for us to better identify the issue:
- Explain in detail what were you trying to do and what you saw that you feel was not correct.
- Provide screen shots showing what you saw
- Provide an item number and item location (if applicable). Please write this in the support request and not assume we will see it in the screenshot. Some screenshots come out blurry.
- Provide the URL of the page where the issue is shown.
Searching Documentation from DemandCaster
Our support documentation includes search capabilities to easily find support documentation related to your how-to questions. Search is also integrated with the DemandCaster application. In DemandCaster, simply click on the "?" and then click "Support" to open the documentation search box
Enter what to term or subject to search for. In the example below, "Demand Planning" is the search term
The search will open the documentation site in a new browser tab with all articles that are related to your search term. You may also filter your search further by selecting the manual to search against.
To do so, select the manual and click "Search"
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