Kronos Community Frequently Asked Questions and User Tips€¦ · and User Tips Getting Started...

Kronos Community Frequently Asked Questions and User Tips

Getting Started with the Kronos Community

October 31, 2016

Kronos Community FAQs and User Tips

© 2016, Kronos Incorporated.

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Contents

1. Registering and accessing the Community

2. Community Use Questions

3. Technical Tips – Browsers and Security

4. Finding content in the community

5. Managing support cases

Registering and accessing the Community

• Why do I need to register for the Kronos Community? I just registered for your customer portal last week.

– As of Monday October 3, 2016, all users of customer.Kronos.com must re-register at community.kronos.com. The Kronos Community is based on a different platform than our previous customer portal and for security reasons, it is necessary to re-register.

• How do I register for the new community?

– If you know your Solution ID:

Go to community.kronos.com

Click the login icon at the top right of the page

Click “Not a Member”

Enter your Solution ID and click Validate

Fill out your profile and hit “Save”

– If you don’t know your Solution ID:

Go to community.kronos.com

Click the login icon at the top right of the page

Click “Not a Member.”

Check the “I do not have SolutionID” box - Click Submit

Provide Country, State and Kronos Office – Click Submit

If you registered with your Solution ID, you will receive an email from Customer & Partner Community ([email protected]) with a link to set your password and complete registration. If you do not receive this email within 30 minutes, please let [email protected] know and provide your Solution ID.

If you registered without a Solution ID, we’ll match you to your Solution ID, then you will receive an email from Customer & Partner Community ([email protected]) with a link to set your password and complete registration. If you do not receive this email within XXXXXXX, please let [email protected]. Note: if you register without a Solution ID, you won’t be able to create cases or see your previous cases until we match your email to your Solution ID.

https://community.kronos.com/



mailto:[email protected]




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• The community won’t accept my username and password

– Have you registered for the new community? As of Monday October 3, 2016, all users of customer.Kronos.com must re-register at community.kronos.com.

• The community does not recognize my Solution ID

– At launch we had some issues with Solution ID’s not being in the community. All Solution ID’s should be working by 10/31/16

• The community says I’m registered on another account

– You may register on only one Solution ID. If you have multiple Solution ID’s, open a case with KGS and provide the other Solution ID’s that should be attached to your account.

• I’m still having problems registering.

– If you’re having problems registering, please email [email protected].

Community Use Questions

• What languages will be supported?

– For the launch on October 3rd, it will be English only.

• How is Kronos ensuring that members in the community behave in a respectful and legal manner?

– "Terms of Use" is linked to every page in the community. The first time a member registers, they will see language indicating that their participation in community indicates their agreement with the terms of use. If any person - partner, customer, or Kronos employee - violates these terms, we will manage the situation.

• What can I do when I'm not logged in vs. what I can do when I am logged into the community?

– When you are not logged in, you have “view only” access to Get Answers and Discussions; search and view "how to" Knowledge articles. If you want to participate and access your account information and cases, you must register

• Why doesn't the direct link to KnowledgePass work anymore?

– The default access to KnowledgePass is now via the community.

– If you would prefer to access KnowledgePass from the direct link, email [email protected] and we can switch your account.

– Please note: If you change to a KnowledgePass direct link, you will not be able to also access KP via community.

• I assign KnowledgePass users and courses for my organization - will I lose any of the learning paths or users with the change to Kronos Community?






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– There will be no impact to your use of or your data in KnowledgePass because of this change. KnowledgePass and Community are two distinct systems.

• Will I see all Kronos products within the Community or only see details on the products we have?

– You will be able to search information on any Kronos products. Customers will be able to view the specific products owned by their organization, based on their Solution ID, found under “My Account” by clicking on your name in the top right corner.

• How do I set preferences for email notifications?

– Go to “My Settings” in the top right hand corner of the Kronos Community homepage (drop down from your username) and you can set individual email preferences for groups, cases, or people.

• How do I suggest an enhancement in the Kronos Community?

– Go into the Ideas section, choose the product or area your enhancement is for, and enter your suggestion there. You can also vote on ideas that others have submitted there.

• What if I suggested an enhancement in your Ideanet solution before the Kronos Community went live? Is it still captured or do I need to re-submit via Ideas?

– While it is not currently the plan to move existing RFEs to Ideas, we do have a record of those enhancement requests and will continue to consider them as appropriate. You will not need to re-submit via Ideas.

• What’s the difference between “Get Answers” and “Discussions?”

– “Get Answers” is intended for product support questions while “Discussions” is for more free-form discussions, primarily in “Groups” (under the Discussions tab) based on products, industries and special interest groups like “Children’s Hospital User Group.”

• How do I get product and service alerts emailed to me like I used to?

– Under the “Discussions” menu tab, you will find “Groups.” Within the groups section we have alert groups for products and services such as:

Workforce Ready Alerts – EMEA

Kronos InTouch (Alerts)

Workforce Central Suite v6.3 (Alerts)



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– Click on a group for more information and to join the group:



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– Once you join the group, click on “Manage Notifications, and then select “Every Post” so you’ll receive an email every time there’s an alert:



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Technical Tips – Browsers and Security

• What browsers are supported?

– For the best experience, we recommend that you use the most recent stable versions of Mozilla® Firefox® or Google Chrome™, Apple® Safari® version 8.x and 9.x on Mac OS X, or Microsoft® Edge for Windows® 10 as your browser for the Kronos Community. If you are using Internet Explorer, please implement the settings here to maximize performance.

• I’m receiving the following error when I try to log in:

• We’re seeing this issue with Internet Explorer. If you are using Internet Explorer, this is just a workaround for now as we investigate and review the issue:

– Please login through IE

– When you get the error, open a new tab and type in community.kronos.com

– That should let you in

• I’m experiencing browser security issues

– TLS 1.0 is an older encryption protocol that many companies, including Salesforce (our community platform), are ceasing to support, opting to require the more secure TLS 1.1 and 1.2 protocols.

– How this impacts users:

o Users whose browsers are not configured properly to support TLS1.1. and 1.2 will get security errors, and will need to change their browser settings to access sites like community.kronos.com that are complying with this change.

o You may need to work with your own IT team to make these browser changes.

o Also refer to browser security tips from Salesforce.com.

• I tried to upload an attachment to community and got an error message. What does it mean?

– It could be that the attachment exceeded the file size limit. Kronos Community allows up to 5 attachments per post, but no one attachment can be larger than 5MB. We’re also investigating an issue with adding attachments to cases. For now, please create the case and then go in to the case and add attachments afterwards.

https://help.salesforce.com/HTViewHelpDoc?id=getstart_browser_ie.htm&language=en_US

https://help.salesforce.com/apex/HTViewSolution?urlname=TLS-1-0-Disablement-Critical-Update-Console-CRUC-Setting



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• Why doesn’t the community allow me to email articles I find there to other interested parties?

– If you wish to share an article with a colleague, feel free to send him/her the link for the article. If the recipient is a registered community member s/he will be able to view the article.

• How do I send large files to KGS on new Customer & Partner Community Website?

– Go to https://transfer.kronos.com. From there you can login with your existing password, request a new account or request a password change.

– Please see KB article KB16534 for more information.

– Tip: You can search in Community using a legacy Knowledge Base ID (if you know it) and the article will be returned in the search results.

• Why do I need to have two separate logons for Kronos Community and File Transfer?

– The reason for two separate logons is that the Kronos Community and File Transfer are completely different systems. There is also an attachment size limit in Kronos Community, which may not work for some files.

• Where should we report technical issues about the Kronos Community?

– For technical support on your product, please open a case. If you need assistance with using or accessing the Kronos Community, please email [email protected].

https://transfer.kronos.com/




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Finding content in the community Users of the new community have reported some challenges finding the content they’re looking for. This section answers the frequently asked questions about search and the knowledgebase and provides user tips to help find content.

• Where did the KnowledgeBase go?

– In the old portal at customer.kronos.com, "SuperSearch" brought back "channeled" search results, so KB articles, documentation, Tech Advisories, etc. were returned under separate tabs. In the new community, these different channel sources are "articles" and returned together.

– The community search launched on October 3, 2016 is still very new. Over time, this search will "learn" and will return stronger results to questions. Kronos is also doing search “tuning” on the back end to speed up the process.

– The Kronos eServices team is still working to correct links and images missing from some Knowledge Base articles. In addition, the Knowledge Base is not full populated yet, as about 800 of 26,000 articles are in the process of being manually added to the system.

• How do I search for content in the community?

– From the main Global Search field at the top of each page of the Kronos Community, the system will search the entire Kronos Community. We recommend that your search be as targeted as possible to get the information that you are looking for. In this example, we’ll search for “Workforce Timekeeper Service Packs.”

– The search returns articles (which includes Knowledge Base, Product Documentation and Service Packs/Releases), discussions, your related cases (see: Managing Cases section), and related accounts based on search terms:



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– By refining the search to include a version (v6.3) the content returned becomes more targeted. Note: You may still see content for other versions as shown below (Workforce Central Suite v7.0 Service Pack 12 is still displayed in search results) because that article has many of the same keywords as those used in the original search string.

– By refining your search even further to include “16,” the content returned becomes more targeted and also returns the same version service pack for Workforce HR/Payroll:



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• What are topics and how do I use them?

– “Topics” are a way we organize content in the community, and are a great way to quickly find content you’re looking for. Topics are available from the drop-down menu or from the “Featured Topics” panel, both on the community home screen. From the “Topics” drop-down, choose a product family like “Workforce Central Suite, or better still, choose “More Topics” for a complete list.



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• By selecting “More Topics,” the entire Topics page is displayed. Here you can select from options like “Timekeeper Service Packs & Release Notes” OR “Analytics Technical Advisories” or “Attendance & Leave Product Documentation:”

– Tip: Once in a topic, you can search for more specificity from the top global search bar. As you type your search, a dropdown will appear providing you the opportunity to specify version number or any other search criteria from within the “Timekeeper Service Packs & Release Notes” topic.

– Clicking the “v8.0 in the Timekeeper Service Packs & Release Notes” topic will further refine your search within the topic to v8.0:



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– The same search filtering can be done in the “Product Documentation” and “Technical Advisories” topics:



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Managing support cases

• How do I open cases in the community?

– The easiest way to open a new case in the community is to click on the “Cases” tab in the main menu bar and then click “Create Case.”

– That will bring up a “Create a Support Case” box. In the Company Name field, you can search on your company name or your Solution ID to bring up the appropriate site. Your name will be pre-populated in the Contact Name field, but you may enter another registered community contact from your account. From there you simply enter a summary and description of your support issue and click “Submit.” You may also attach up to five files to your case submission of no more than 5M per file. For larger files, go to https://transfer.kronos.com.

– Please see KB article KB16534 for more information on transferring large files.

https://transfer.kronos.com/



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• How do I manage cases in the community?

– The easiest way to manage cases in the community is to click on the “Cases” tab in the main menu bar. There you can view your case summaries, sort on any column, open the case by clicking on the case number, and create new cases:



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– Clicking on a case number will bring up the details of the case including the case notes between you and Kronos Global Support (KGS). You can also add new comments to the case notes:



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• How do I search for my cases in the community?

– If you know your case number or “legacy” (old system) case number, you can search the global search bar for those:

– You may also search on the case subject like “Leave Management:”

• Will my case numbers from the previous customer portal change in the Kronos Community? How will I be able to find them?

– As part of our new community and customer support system, new case numbers have been assigned to your open cases, but you will still be able to see your old “legacy” case numbers. All case



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information can be found in the “Cases” top navigation after you log in to the Kronos Community. Please reference your new case number in your communications with Kronos Support.

• When I open a case and try to attach documents, I get an error. What do I do?

– This is a logged defect that our team is working to resolve. Please attach your document(s) after the case is created and add one document at a time for now.

• How can I see cases for my other Solution ID’s?

– Once you’re in the community, open a support case and request that your additional Solution ID(s) be connected to your account.

Kronos Community Frequently Asked Questions and User Tips€¦ · and User Tips Getting Started...

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