NOTE: Please review the following Frequently Asked Questions (FAQs) to familiarize yourself with the overall capabilities of the Service Center.
Q1: What is Service Center? What are some of its features?
A1: Service Center is a repository for real-time status and details for service items. You can view the details of the service items that display, so you can track, act on, respond to, and resolve them. All requests and messages are standardized,
secure, and allow for two-way communication with Fidelity. The Service Requests feature enables you to initiate requests to Fidelity, while the Service Messages functionality enables you to view and respond
to outbound communication from Fidelity to your firm. If needed, you can attach related documents to all service requests and service messages using the Document Attach & View feature. You can use the Reporting feature to generate reports based on your firm's service activity. If you are a firm administrator and have the proper entitlement, you can use the User Profile Administration Tool to maintain control over the types of service requests
each of the users in your firm may initiate and the service messages and both Service Center and non-Service Center alerts they can receive.
Q2: How do I access Service Center?
A2: You access Service Center from the Service entry in the navigation bar.
Q3: What if the expected resolution time passes and my item is not resolved?
A3: Although Fidelity anticipates that 90% of all items will be resolved by the stated resolution time, you can view the status of an overdue service request in the Service Center Status Grid and if urgent, you can escalate it (if you have the appropriate entitlement).
Q1: How can I see a list of all of my service requests?
A1: To view your service requests, select Service > Service Center and then filter the contents of the Service Center Status Grid to display the desired set of service requests.
Q2: How long are service requests stored?
A2: All submitted service requests are available online based on this timetable:
Q3: How do I export a list of service requests?
A3: Select the Export icon above the Service Center Status Grid to export its contents to a CSV file. In addition, you can generate a PDF version of the grid's contents by selecting the Print icon.
Q4: My service requests issue has a resolved status; however, this issue is not completed to my satisfaction. Do I send a new service request?
A4: No. Simply reopen the existing service request. Locate the service request in the Service Center Status Grid. You can filter the list using Resolved for the Status designation. When you
locate the desired service request, display its details either by double-clicking it or by selecting (highlighting) the row and then right-clicking and selecting View Details in the shortcut menu that displays. To reopen the
existing item, enter a note in the Notes field to indicate why this request needs to be reviewed and select Reopen button. Reopened service requests have escalated status.
Q5: What does escalated status mean?
A5: Escalated status automatically raises a service request's visibility and processing priority. A work item is escalated automatically if it is reopened.
Q6: When can I escalate a service request?
A6: If you have the appropriate entitlement, an Escalate checkbox displays when you initiate a service request; select this checkbox to escalate your request upon its submittal. You also can escalate a service request if you
modify it. As mentioned previously, a resolved service request is escalated automatically if you reopen it.
Q7: When should I use the escalate feature?
A7: You should use the escalation feature only for items that require immediate attention. Fidelity tracks the frequency of your escalated service requests and works closely with your dedicated service team to ensure proper use of this feature.
Q8: What if I send a request to the wrong area?
A8: Requests are routed to the service department relevant to the nature of the request. Service request items that are sent to the incorrect area are rerouted without requiring client intervention (when possible).
Q9: Can I use Service Center to initiate processing requests such as account setup, TOA initiation, fee deduction, or cashiering request?
A9: No. Service Center does not support these types of processing requests. Use it to submit inquiries, obtain status, or make changes to existing service requests. For other issues, please continue to use the appropriate platform
tool that addresses your specific request.
Q10: Can I receive alerts on service request updates?
A10: Yes. By subscribing to the alert associated with a service request, you receive e-mail or online alerts for its service request updates. These
notifications are account-specific and are provided in a simple, easy-to-read format, which you can view on your mobile e-mail device without having to log into the platform. Please see Service Request Descriptions and Expected Resolution Times for further information on the available service requests and their alerts.
Q1: How can I see a list of all of my service messages?
A1: To view your service messages, select Service > Service Center and then filter the contents of the Service Center Status Grid to display the desired set of service messages.
Q2: How long are service messages stored?
A2: All submitted service messages are available online based on this timetable:
Q3: How do I export a list of service messages?
A3: Select the Export icon above the Service Center Status Grid to export its contents to a CSV file. In addition, you can generate a PDF version of the grid's contents by selecting the Print icon.
Q4: Can I receive alerts on service message updates?
A4: Yes. By subscribing to the alert associated with a service message, you receive e-mail or online alerts for its service message updates. These notifications
are account-specific and are provided in a simple, easy-to-read format, which you can view on your mobile e-mail device without having to log into the platform. Please see Service Message Descriptions for further information on the available service messages and their alerts.
Q5: How do I manage my service messages?
A5: Fidelity sends a service message to you to communicate information we feel you should have. Therefore, even though a response may not be required, it is important
that you view the detail of each message you receive and take action on it. You can use the buttons on the Service Message Details screen to do the following:
If you close the Service Message Details screen without using one of the buttons mentioned above, the status of the message does not change and Fidelity assumes you have not read it. Every service message begins in a status of Awaiting Client Review. If the status remains Awaiting Client Review for 31 days, the message is purged from the list.
Q6: I noticed some of the entries in the Response Due column are red. What does this indicate?
A6: If a response is required on your part regarding a service message, the information in this column indicates
the deadline (date and time) by which you should provide the response. To make the entry more noticeable, the text turns red within 2 hours of the deadline and the item auto-sorts to the top of the list.
Q1: Why would I want to attach a document to a service request or a service message?
A1: Attaching a document allows you to provide additional information or supporting documentation that can assist Fidelity in quickly resolving your service request or service message.
Q2: What is the maximum number of documents I can attach?
A2: You can attach a maximum of 10 files to a single service request or service message.
Q3: What types of files can I attach?
A3: You can attach the following file types to a service request or service message: csv, .doc, .pdf, .ppt, .tif, .tiff, .txt, .xls.
Q4: What do the different entries mean in the Reason for Attachments drop-down list on the Add Attachments screen?
A4: The meanings of the entries are:
Q5: Can I change or modify a document attachment?
A5: No. Document attachments are "read only" and cannot be modified, so that we protect the integrity of the attachment. However, if you need to correct an attachment that you already attached, you can save the original attachment to your desktop,
modify it, and attach a second (modified) version.
Q6: Where can I find more information on Document Attach & View?
A6: Please see the Attaching a File to a Service Request or Service Message online help topic for additional information.
Q1: What is the User Profile Administration Tool?
A1: The User Profile Administration Tool is an entitlement-based solution that enables the firm administrator to manage each associate's access to service requests, alerts, and service messages by creating and assigning a specific profile to each
user. If you are a firm administrator, please see the UPAT online help topic for additional information on using this tool.
Q2: How does my firm benefit by using user profiles?
A2: The benefits of using user profiles are:
Q3: How quickly do the user profiles take effect?
A3: Changes are near real-time. The user must log out and log in again to have the user profile applied to their ID.
Q4: Are there any limitations related to user profiles?
A4: You should be aware of the following limitations when using user profiles: