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    Research Professional Support and Knowledge Services Integration FAQ

    • Product: Cross-Product


    What is the “Research Professional Support and Knowledge Services Integration”?

    Following the acquisition of Research Research Limited (known as *Research) by Ex Libris, in order to provide all of our customers with the best, most efficient and highest quality services, we have determined that support for our product Research Professional, will be best served under Ex Libris, a ProQuest Company.

    The integration includes a new web form to submit support queries, as well as making all documentation and knowledge articles available in the Ex Libris Knowledge Center.
    Support will continue to be provided by the current team, and no support disruption is expected. No product functionality has been altered.

    Where will I find my Support services after March 3rd (access points)?

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

    For opening new support cases, access the Ex Libris Support Web Form at: https://supportcase.exlibrisgroup.com/?product=Research%20Professional

    • We recommend bookmarking this link as it is the easiest and fastest way to contact Support.
    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

    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 3rd, 2019, emails sent to clientservices@researchresearch.com will automatically create cases in the Ex Libris system where you will continue to receive direct Support services.
    We highly encourage you to enter the Ex Libris Support Form directly to open your cases.
    When you open your cases directly via the webform, we can ensure speedier responses and more expeditious support services.
    Cases that are opened via email will unfortunately take longer to process, as they will require the necessary routing.

    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.
     

    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?

    The Knowledge Center contains an RSS feature.
    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 left 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: 13-Feb-2019

     

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