In-case feedback functionality implemented in Ex Libris Salesforce

In response to feedback from customers (including members of the ELUNA community), Ex Libris has announced support for in-case feedback functionality in Salesforce. The specifics are described below:

Who: All Ex Libris customers can use In-Case feedback.

When: The functionality is now available for all open cases.

Why:  This new functionality allows you to give us your feedback about how Ex Libris is handling the case while the case is still open.

How: The functionality can be used from the Ex Libris Support Portal and the In Case Feedback button is located at the top right of the screen on the main page of the specific open case.

After clicking on the Feedback button in an existing case, the In-Case Feedback page is opened. Choose a  category from the pre-defined list and then provide your feedback in free text.

Once submitted, the In-Case Feedback is attached to the case and an email notification is sent to the Ex Libris case owner. Currently In Case Feedback can only be used once for each open case.

The Support Manager or Team Leader will review the feedback, acknowledge it, and comment if needed. After the review process is completed, an email notification is sent to the customer.

Ex Libris is encouraging customers to use this new functionality and to share their feedback on how their open cases are being handled.

Additional notes

The In Case Feedback feature enables customers to share their feedback in Salesforce about how their case is being handled while it is still open. It does not replace other channels:

  • Please continue to use the Case Comments as usual for ongoing communication with your support analyst.
  • The In Case Feedback does not replace the Escalation Policy. Please follow the Escalation Policy if you need to raise the urgency of a case.
  • Please continue to share your satisfaction rate with Ex Libris by answering the Case Satisfaction Surveys once your case is closed.