Skip to main content
Logo

Help Center

English (United States) 日本語
Submit a request Sign in
What can we help you with?

Getting Started

Here are the articles that you need to know to get started.

FAQs

Have any questions? Find the answers and check back frequently as we will be expanding this rapidly.

Components

Articles related to the various components within SMG's software.

Submit a Request

Need Help? Contact our team.

Promoted articles

  • Tracking Your Requests via the My activities page

    Tracking the status of your request(s) and resp...

  • How to Reset your Password

    If you forgot your Help Center password, you ca...

  • How to Sign Up

    Signing up to the SMG Help Center is quick and ...

Hierarchy

Processes and How to Guides

  • What is Hierarchy and How to Set it Up?

Components

Reporting Website (V5)

  • Report Builder Overview
  • Negative Score Result Using an NPS (Net Promoter Score) Calculation
  • Menu Items Comparison Report

Case & Alerts

  • Sending an Email When a Case Generated by the Case API Reopens
  • How to Save & Resolve a Case in the SMG360 Mobile App
  • Requesting Case Reassignments
  • Exporting Case Management Reports

Helpline

  • How To Submit A Helpline Support Request

Integration

  • What is SSO?

Reporting Website (SMG360)

  • The Refresh Feature on the smg360 Mobile App
  • RatingsTrack: Reputation Summary Overview
  • RatingsTrack Supported Languages
  • Product Impact Report
  • RatingsTrack: Manually Add a Listing URL for a Location
  • Possible Reasons for Minor n-Count Discrepancies Between 360 and Legacy
See all 15 articles

Survey

  • eTrack Surveys Only Triggered on Page Click
  • Different Survey Score Types and How they are Calculated

User Guides

  • Report Builder: How Do I Export/Save Reports
  • Report Builder: Creating And Managing Groups
  • smg360 Case Guide
  • Text Analytics Comment Report User Guide
  • Multi-Source Text Analytics Dashboard
  • SMG User Admin Guide
See all 8 articles

General

Getting Started

  • Tracking Your Requests via the My activities page
  • How to Reset your Password
  • How to Sign Up
  • How to Submit a Request for Support

Application Support

  • SMG360 Mobile App

Release Notes

  • Release Notes -October 9 - 15, 2023
  • Release Notes -October 2 - 8, 2023
  • Release Notes -September 25 - 29, 2023
  • Release Notes -September 18 - 22, 2023
  • Release Notes -September 11 - 17, 2023
  • Release Notes -September 5 - 10, 2023
See all 40 articles

Alerts

  • SMG - Ongoing Maintenance - Azure Upgrade
  • SMG - Upgrade to Cloud on 10th July
  • Sev-2 - SMG 360 Dashboards and Case Report not loading - Mitigated

FAQ

  • How do I Reset a Password Using the Reporting Website?
  • Data Integrity FAQ
  • How to Clear Your Cache

© 2022 Service Management Group (SMG). All Rights Reserved.