Supported users

With every Analytics contract, each organization designates several people to be recognized as Supported Users within Adobe's CRM system. By default, each organization has ten supported users.

Note:

Supported users are different from Analytics administrators. Users with admin-level access have full access to the Analytics interface. Supported users have full access to Marketing Cloud Customer Care. Adobe recommends that a supported user is given admin-level access.

There are many different configurations to Adobe Analytics specific to each organization. Having all these different users within these organizations contact Customer Care with simple questions increases each representative's load time and response interval. Instead, each user within a given organization can ask their supported user, who is trained and can answer basic questions specific to their implementation. If the supported user does not know the answer to the question, they can facilitate interactions with Customer Care and relay answers to the user.

When an individual within your organization is recognized as a supported user, they can create and manage incidents with Customer Care, including:

  • Phone: Supported Users can call and speak with an Adobe representative. When individuals who are not listed as a supported user contact Customer Care, politely ask them to have one of their organization's supported users call in. You can request a list of supported users within your organization.
  • Chat: Supported Users can use chat functionality in the Analytics interface by going to Help | Customer Care. Then, in the left menu selecting ClientCare | Live Chat. Unsupported users do not have this option available to them.
  • Ask a Question: Also in the Analytics interface, any supported user can ask a question that is given to an Adobe representative to answer. After navigating Help | Help Home, select ClientCare | Ask a Question in the left menu.
  • Email: As an alternative to the "Ask a Question" interface, supported users can send an email to Customer Care's designated email address. Adobe's automated system automatically rejects emails from unrecognized addresses, and requests that a supported user submit the incident instead.

Add supported users

If your organization does not yet have any supported users, contact your organization's Account Manager. If no one in your organization knows who your account manager is, an unsupported user can contact Customer Care via phone for this specific request. Once the account manager has been contacted, they can initially create you or another individual in your organization as a supported user.

Remove or change supported users

Only existing supported users can modify other supported users in the same organization, including removing and adding others. Contact Customer Care via phone, chat, or email to arrange this modification.

Getting support as an unsupported user

If you are not a supported user, but have a quick question you're hoping to get answered, there are a couple ways to get Help:

  • Ask a question in the community: Get involved in the Adobe Analytics community, a place where all Adobe Analytics users can ask and answer questions to each other.
  • Send a tweet to @AdobeMktgCare: This twitter handle is dedicated to pointing Analytics users in the right direction. If your issue or question becomes too lengthy to discuss in 140 characters, you may be asked to continue the conversation with Customer Care via a ticket.