Cognos Insight! Frequently Asked Questions (FAQs) - Partners

On this page you will find some of the most common questions asked about the Cognos Insight! application by Partners. If you are experiencing difficulty in using the application please review these questions and answers, as well as the online demonstrations, before contacting Cognos Customer Support.

 

• How do I add my customer contacts, so that they can access the Cognos Knowledge Base?

 

How do I add my customer contacts, so that they can access the Cognos Knowledge Base?

Here are the steps to request the addition of a Partner Customer contact, under the Cognos Partner Web Access Program, so that they can access the Cognos Knowledge Base.

1. 1. Create a Service Request asking for the addition of Partner Customers. Within the request, include the following for use:
• Name and account number (customer number) of the client organization
• User's first and last names
• User's email address
• User's preferred language
• User's time zone, or their city and country so that Cognos can determine the correct time zone for them.
  
  
2. Select Change Contact Request from the Area dropdown.
   
   
3. Select 4 - How to from the Priority field.
   
   
4. Enter Provide customer contacts with Cognos Knowledge Base access in the Title field. You can also enter your own call reference number in the title field, if you want.
   
   
5. Select your customer account from the Logged on behalf of - Account field.
   
   
6. Click the Submit button at the top of the page.

Once these new contacts are set, the User ID and a temporary password will be emailed directly to the person they were requested for. Cognos will also follow up to close the service request.

With this access, your Partner Customer contacts can log into the Cognos support web site at support.cognos.com to access the Cognos' Knowledge Base. They will also be able to log in to Cognos Insight! to update their personal profile.

To remove access for any contact, whether a Partner Customer or one of your own employees set up as a Secondary or Web contact, simply submit a service request to have their access disabled.