Enterprise Support APAC

How to find a Support Account Manager in

Insight

Copyright © 2017 McAfee LLC

 Enterprise Support APAC

Document Information

Title Retired Date

How to find a Support Account Manager in <Not Applicable>
Insight
File Name
Document Number 20171023 _ How to find a Support Account
1 Manager in Insight

Revision
0 Author
Paola Smith
Status
Active Department Manager Approval
Vignesh Shanmugam
Active Date
23rd October, 2017 Quality Manager Approval
Vignesh Shanmugam
Review Date
23rd October, 2017
Department VP Approval
Anthony Panuccio

Copyright © 2017 McAfee LLC

Revision History

Revision History Table

Reference Date Name Description of revision

1 10/23/2017 John Li Reviewed initial document for PSE delivery

2 10/23/2017 Nutan Savani Addition of information when you have a SR number.

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Standard Operating Procedures
Contents

Document Information .................................................................................................................................. 2

Revision History .............................................................................................................................................. 3

Contents........................................................................................................................................................... 4

Process to find SAM in Insight with a Grant #: ............................................................................................ 6

Process to find SAM in Insight with a Service Request# ............................................................................ 8

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Standard Operating Procedures
Purpose
The purpose of the document is to provide a framework for a Product Specialist Engineer (PSE) to
find a Support Account Manager (SAM) in Insight. This includes and is not limited to tasks that they
should be performing on a regular basis.

Scope
This document details one way a PSE can find what Support Account Manager is assigned to a
particular account within Insight.

Responsibilities
The Product Specialist Expert is responsible for executing on the core activities in their job role that
is articulated in this process document.

Definitions & Acronyms

SAM – Support Account Manager

PSE – Product Specialist Engineer

SR – Service Request

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Standard Operating Procedures
Process to find SAM in Insight with a Grant #:

Log into insight

http://insight.corp.nai.org/support_login

1. Select the Entitlements tab and enter the Grant to obtain the Account Row ID:

Entitlements tab > Enter the customers Grant#

2. Select the Accounts Tab:

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Standard Operating Procedures
In the drop down that Indicates “My Accounts” Change this to All Accounts Across All
Organizations:

Select Query and in the Account Section paste the Account Row ID that you have
previously obtained from the Entitlements tab and Go

This section now becomes completely populated –

3. Finding the Account Team

Navigate to the Account Team – (3rd Row Across)

Account team information is now fully visible including Technical Account Manager - SAM

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Standard Operating Procedures
Process to find SAM in Insight with a Service Request#
When a customer already has a Service Request Open you can use that SR# to find out Entitlements:

1. With the Service Request Open Note the Account UCN:

2. Go to Accounts tab and query the Account UCN under All Accounts.

3. Then click on Account Row-ID

This section now becomes completely populated –

4. Finding the Account Team

Navigate to the Account Team – (3rd Row Across)

Account team information is now fully visible including Technical Account Manager - SAM

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Standard Operating Procedures