Create Inquiries

The following frequently asked questions relate to creating Inquiries.

When I create an Inquiry, will the product choices be evident and will they help route the Inquiry to the right department?

Yes, we have designed Client360 with detailed fields so you can select the Product and details that will help us route and resolve your Inquiry quickly and efficiently.

What do I do if the product for which I need support is not listed in Client360?

In order to open an Inquiry for a product, that product needs to be included in your personal profile. If you don't see a product for which you need support, please go to your profile and make sure that it is selected. If it is not, please reach out to your Contact Administrator at your company.

For more information on updating your product preferences, view the Set product preferences How to page.

Will new Fiserv products be added to Client360?

Yes, new Fiserv products will be added to Client360. When you add a new product, you can add the product to your profile. Client360 Admin can also bulk update the product preferences for users at your company.

How can I mark an Inquiry as high priority?

When you create a new Inquiry, you can set the priority status. View the Create an Inquiry How to page for more information. After you create the Inquiry, Fiserv associates can adjust the priority status. If you would like to change the priority, you can add a comment to the Inquiry to let us know about the requested change.

If an Inquiry is high priority, should we call in to let Fiserv know?

When you create an Inquiry, you will be able to set the Inquiry priority. We recommend that you submit your Inquiry with supporting documentation, examples, screen shots, etc. You can then add a comment to the Inquiry to let us know that the Inquiry is high priority.

For more information about adding attachments and comments, view the Update an Inquiry How to page.

Is there a place to set Case Urgency?

When you create an Inquiry, use the Inquiry Urgency field to set the urgency.

Can I go right to creating an Inquiry without trying to self-serve first?

While we encourage you to use the self-serve options like Knowledge Articles, videos, and Mave, you can create an Inquiry directly from the homepage of Client360. For more information on creating a new Inquiry, view the Create an Inquiry How to page.

Will employees be able to call in to create Inquiries, or will they have to use the online portal?

While we recommend that you use the portal to submit Inquiries, you will still be able to call in to start an Inquiry. Once an associate opens the Inquiry, you will receive email notifications when we update and resolve the Inquiry.