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    RefWorks/Pivot Support and Knowledge Services Integration FAQ

    • Product: Cross-Product

    What is a “ProQuest and Ex Libris Integration”?

    Following the ProQuest and Ex Libris acquisition, in order to provide all of our customers with the best, most efficient and highest quality services, we have determined that several of our products, including 360 Services, Summon, Intota, AquaBrowser, Ulrichsweb, RefWorks and Pivot, will be better served under Ex Libris, a ProQuest Company.

    The integration includes the migration of all Support cases and tickets, as well as all documentation and knowledge articles to the Ex Libris systems.

    Support will continue to be provided by the current teams, and no support disruption is expected. 

    All product functionality, including all Client Center and Intota services, has not been altered.

    Which services or systems have been migrated?

    For RefWorks, Pivot, 360 Services, Summon, Intota, AquaBrowser and Ulrichsweb, all Support and Knowledge services have been migrated to the Ex Libris systems:

    • All product documentation

    • All product support services

    • All product implementation services

    • All Knowledge articles

     

    The following systems and services have not been migrated or altered:

    • Client Center

    • All other ProQuest products’ support and knowledge services (e.g. ProQuest Databases, ebooks, Dialog)

    • Ability to submit cases directly from the ProQuest web forms 

    What data/information was migrated?

    For RefWorks and Pivot customers, all open cases/tickets will be resolved in the ProQuest Support Center. 

    All cases under status Development have been migrated on March 25, 2018.

    After March 25, 2018 all new cases will be submitted directly in the Ex Libris Support Portal (automatically redirected). 

    Where can I find my Support services now (access points)?

    For all documentation, training sessions and knowledge articles, access the Ex Libris Customer Knowledge Center at:

     

    For case/ticket management and opening new cases, access the Ex Libris Support Portal at:

    How do I log into the Ex Libris Support Portal?

             If this is your first time accessing the Ex Libris Support Portal:

    • Go to: http://exlidp.exlibrisgroup.com/ 

    • Click on the “RefWorks and Pivot newcomers” option

    • Enter the email address used to access the ProQuest Support Center OR your institutional email address (these may be the same) 

    • If this email is not registered, try using your Client Center email or the email from which you send emails to Support 

    • You will receive an email requesting that you reset your password. Follow these instructions

     

    If you have already set your password:

     

    If you are an existing Ex Libris customer:

     

    Who to contact if I am unable to login?

    In the event you are unable to log into the Ex Libris Support Portal or encounter any other technical login issues, please email us at information.systems@exlibrisgroup.com.

    Please kindly provide your name, email address and institution/account name, in order for us to provide the most expeditious response.

    We will investigate the issue and have our team respond as soon as possible to resolve the matter.

    What will be the communication channels?

    All product and content cases/tickets/issues should be submitted to the Ex Libris Support Portal for proper and expeditious handling: http://exlidp.exlibrisgroup.com/

    Ongoing communication and notifications from Ex Libris will be sent out proactively. If you have not received any email notifications from Ex Libris yet and would like to receive the next ones, please forward a message to support@exlibrisgroup.com and we will add you to our lists.
    An additional self-managed subscription option in the Ex Libris Support Portal (“Email Preferences”) will be made available as soon as possible.

    The existing listserv mailing groups will continue to function as they have and all Ex Libris notifications will continue to be sent via the existing listserv until further notice.

    For technical system issues (for example: cannot log into the Support Portal), send us an email at information.systems@exlibrisgroup.com

    Where can I find instructions on how to open cases on the Ex Libris Support Portal?

    General instructions on the usage of the Ex Libris Support Portal can be found in the Customer Knowledge Center, under the article “Support Portal User Guide”.   

    During a previous migration, we prepared a general pre-recorded session, which you may find informative: “Introduction Video for 360, Summon, Intota, AquaBrowser and Ulrich’s Customers!”.

    How do I respond to email notifications from the Support Portal?

    The Ex Libris Support Portal will be sending out updates and notifications of case status changes and added comments from the Support Analyst from the email domain: SupportPortal@exlibrisgroup.com

    Please discontinue any and all use of these addresses: clients@proquest.com, refworks.support@proquest.com, pivot.support@proquest.com.
    After March 25, 2018, the refworks.support@proquest.compivot.support@proquest.com email addresses will no longer be active and will redirect to RefWorks.Support@exlibrisgroup.com  and  Pivot.Support@exlibrisgroup.com respectively in order to ensure a seamless experience, and automatically create cases in the Ex Libris systems where you will continue to receive direct Support services.

    Can I still submit cases to the Support Portal from my email?

    The short answer is yes, but please read a little further for a more comprehensive answer. 

    After March 25, 2018, the refworks.support@proquest.compivot.support@proquest.com email addresses will no longer be active and will redirect to RefWorks.Support@exlibrisgroup.com  and  Pivot.Support@exlibrisgroup.com respectively in order to ensure a seamless experience, and automatically create cases in the Ex Libris systems where you will continue to receive direct Support services.

    We highly encourage you to enter the Ex Libris Support Portal directly to open and manage your cases.
    When you open and manage your cases directly in the Support Portal, we can ensure speedier responses and more expeditious support services.
    Further, submitting a case directly on the Ex Libris Support Portal will allow you to properly select the relevant “asset”, meaning the product, as well as determine the case’s priority (low, normal, high or system/component down).

    Cases that are opened via email will unfortunately take longer to process, as they will require the necessary routing until they reach the appropriate team.
    Cases opened directly in the Support Portal will be assigned to the appropriate team, based on the information provided within.

    The available email addresses are:

     

    Product

    Email Address

    RefWorks

    RefWorks.Support@exlibrisgroup.com

    Pivot

    Pivot.Support@exlibrisgroup.com 

     

    Can I respond to email notifications sent to me from the Ex Libris Support Portal?

    Yes. The email you will be receiving notifications from will be SupportPortal@exlibrisgroup.com.

    Please be sure to add this address to your approved addresses list, so that notifications are not categorized as spam.

    We highly recommend avoiding the use of the Copy (Cc’) functionality. In the Ex Libris Support Portal there is a section titled “Additional Emails”, here you can add up to 5 email addresses of your colleagues whom you would like to receive all case notifications. You will continue to receive these notifications as the case submitter.

    After March 25, 2018, the refworks.support@proquest.compivot.support@proquest.com email addresses will no longer be active and will redirect to RefWorks.Support@exlibrisgroup.com  and  Pivot.Support@exlibrisgroup.com respectively in order to ensure a seamless experience, and automatically create cases in the Ex Libris systems where you will continue to receive direct Support services.

    What is happening with the Support 800 number?

    No changes have been made to the existing Support 800 number. You can continue to receive a response from the following number: 800 889 3358 (available within US only).

    Do I need to login to access product documentation?

    No, the Ex Libris Customer Knowledge Center is open and free, which means it is available to all institution staff, and is also fully searchable on Google!

    How can I follow an article, like I used to be able to in the ProQuest Support Center?

    The Knowledge Center contains an RSS feature which will replace the current "follow me" feature in the ProQuest systems. 

    Please read more about this feature here: Subscribe for CKC page updates, using RSS feeds 

    How do I provide feedback about the documentation in the Ex Libris Knowledge Center?

    At the bottom right of every page in the site, you will find a Feedback button.  Please include your email address if you want us to follow up with you regarding your feedback.

     


    • Article last edited: 19-Mar-2018

     

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