Genesys Care (Support)
On-Premise Guides & Processes
Documentation for Customers and Partners with On-Premises licenses. Locate resources, tools and information that will aid in resolving your issues. These documents provide the key processes and policies leveraged during your Customer Care interactions.
Cloud Guides & Processes
Documentation for Customers with Cloud subscriptions or our Cloud Resellers. Locate resources, tools and information that will aid in resolving your issues. These documents provide the key processes and policies leveraged during your Customer Care interactions.
Apps & Tools
Access this tab for all current Apps & Tools User Guides and Release Notes.
Genesys Care Support Processes for On-Premise Customers This online document provides information for On-Premise customers on how to work with Genesys Customer Care for Case Management, using the Knowledge Base, and guidance on other My Support features (Community, Tech Tutorials, Software Downloads, etc.).
Support Guide for On-Premises Licenses This downloadable guide provides information for On-Premise customers on Response, Restoration and Resolution targets and Responsibilities.
Customer Application Support Guide This downloadable guide provides guidelines for working with Customer Care for custom applications / solutions and PS assets.
Genesys Care Support Processes for Cloud Subscriptions This online document provides information for Cloud customers on how to work with Genesys Customer Care for Case Management, using the Knowledge Base, and guidance on other My Support features.
Genesys Care Support Guide for Cloud Subscriptions This downloadable guide provides information for Cloud customers on Response, Restoration and Resolution targets and Responsibilities.
Genesys Care Support Processes for Cloud Resellers This online document provides information for Cloud Resellers on how to work with Genesys Customer Care for Case Management, using the Knowledge Base, and guidance on other My Support features.
Genesys Care Support Guide for Cloud Resellers This downloadable guide provides information for Cloud Resellers on Response, Restoration and Resolution targets and Responsibilities.
Genesys Care Remote Alarm Monitoring - Standard Delivery Guide Use this guide to install and configure the Genesys Care Remote Alarm Monitoring - Standard Delivery tool.
Genesys Care Remote Alarm Monitoring - Advanced Delivery Guide Use this guide to install and configure the Genesys Care Remote Alarm Monitoring - Advanced Delivery tool.
Log File Management Tool Deployment and User's Guide Use this guide to install and configure the Log File Management Tool.
Genesys Care Mobile App Guide Use this guide to install and configure the Genesys Care Mobile App, available for IOS and Android.