Knowledgebase and Sage City Demo
Q&A
Additional Questions?
Post a question for the Sage Online team at SageCity.NA.Sage.com
Product manual ¦ Error! Use the Home tab to apply _Cover date to the text that you want to appear here. 3
Q: Is there a way to set default program? For example I only work with Sage 50 US and Sage Timeslips. I would like to see those products without having to scroll through a list.
A: Yes. When you login you will see a "My Products" list on the left hand side, the products you own will be listed there.
Q: Please show me how to find sage 300, 13.1 estimating update 10
A: You need to be signed in as a user with a 300 CRE support plan to view that download: https://support.na.sage.com/selfservice/microsites/searchEntry.do?searchString=Sage%20300%2013.1%20estimating%20downloads
Q: How did the presenter get back to the main page?
A: To get back to the home page you can click the Sage Knowledgebase header from anywhere on the site or click on “Back to home” using the breadcrumbs provided:
Q: While on a KB article, I recently encountered a broken link to a related KB article. How do I report that?
A: When viewing an article you can click the feedback button in the top right corner of the article, our publishers will receive the request and will make the correction.
Q: Can you show the top articles for the default programs? We don’t want to see Sage 50 when it is not something we support.
A: As of now, when you click on your product and land on the chosen product page, you will see the top articles for that product.
Q: I am logged in, but don't see anything under "My Products". How can I link a user profile to our partner ID?
A: You can email , they can fix that for you.
Q: When you search, can you EXCLUDE user guides from the search results? When I search, I see lots of manuals that do NOT answer my questions.
A: Yes, if you click Show Options and select Articles from the drop down you will omit other document types in the search results.
Q: When I log on using the new button, it brings me to partners.sagenorthamerica.com.....Partner Portal Home, how do I stay on the Knowledge base page?
A: If you are signed into the portal, you'll need to click the knowledgebase button on the left hand side to get back to the KB.
Q: Why does the Manage Cases - Submit a Partner Support Case not actually take you to a window to create a new case?
A: If you are logged into support.na and click "Submit a customer support case" it does take you to the drop-off page to submit a case in the customer portal. Make sure you are logged in to support.na, otherwise you will be prompted on the customer portal login screen first.
Q: How can I set my product list as home page?
A: This isn't possible yet, it is on our list of future enhancements
Q: If I came in from scratch, select my product, Sage 300, then search for Sage Estimating update 10, it does not find it, where can I find that?
A: To find information regarding Sage Estimating, select “more products….” from the product list located on the left hand side. Sage Estimating will be listed for you there.
Q: I'm using IE 11 and my screen is garbled in the top right - I don't have a logout box - I see the Logout - it looks like something is overwriting my screen.
A: We are working on resolving some compatibility issues with IE 11 and the log out link. We'll have that fixed soon!
Q: How do we download product updates for versions that are retired? Sometimes we need those to properly upgrade someone from an old version to a supported version. Specifically for Sage 100 Versions 4.40 and earlier?
A: The knowledgebase will only have content and downloads for supported versions of Sage software. For versions we no longer support please contact your Account Manager.
Q: Do resellers have access to those downloads not listed under their account?
A: Yes, everyone receives access to all downloads related to the products they are either certified for, or own an active support plan for.
Q: This KB is referenced in a Sage 300 Product Update. I cannot search and find this KB. I am signed in using my Sage 300 consultant login. Knowledgebase article 210-1003500. Can you find it please?
A: This article number references our archive KB. Please go to support.na.sage.com and search on the knowledgebase article 22553 to find the equivalent article. Don’t forget to sign in before searching!
Q: Is there a separate login for Sage City or can you use the same login for the KB?
A: If your sage city account is linked to your portal account, yes, you can use the same log in.
Q: If the old version downloads aren't available in the KB, are they available anywhere?
A: If you don’t have access to a download that is required to upgrade a customer, please contact your account manager.
Q: Why after you select a community, when you perform a search, the search does not default to searching only the selected community?
A: In the search field click on the magnifying glass and you can toggle between searching everything or just in the specific group.
Q: I don't understand why you aren't moving all the data available in the archive over to the new?
· A: We extracted the most valuable and relevant content and placed it into our active Sage Knowledgebase. The remaining content is for unsupported older versions of Sage products and is no longer maintained. Our investment of time and resources are focused on optimizing the current features and enhancing functional capabilities of the Sage Knowledgebase: support.na.sage.com
Q: We still support several Sage 100 customers on versions PRIOR to 4.5 and usually have to use the Archive KB to get access for the older versions. Is this being moved?
A: No, content for unsupported versions will not be migrated unless the issue applies to a current version or the question you have is about migrating to a current version.
Q: It would be great if we could have a single sign on, like to the partner portal, that can then access SageCIty, etc. all from one spot.
A: Sage is currently working on a single sign on strategy.
Q: Why can't you enter an error condition as it appears in your Sage product and immediately find that specific error for the specific version you have selected?
A: When authoring content we include the error in the title of the article exactly as it appears in the product. If you search on the exact error and do not get content back it is likely it has not yet been authored.
Page 5 of 5