Self-Service Portal

Our Self-Service Portal allows you to resolve your questions 24/7 without contacting Support. With the self-service portal, you can check your existing cases, log new cases, leverage suggested solutions to closed cases or search the knowledge base for solutions.

Attention: You must be a CMD customer with a valid username and password to access the Self-Service Portal.  If you are having trouble accessing the Portal, please contact Support.

From the Self-Service Portal you can: 
  • Log new cases 
  • View and open closed cases 
  • Add comments to open cases 
  • Upload files to open cases 
  • Find answers by searching through our solution database 
  • And resolve cases yourself by viewing suggested solutions
Watch the short video below to learn how to create and manage your support cases, track the progress of your cases, and search for solutions to frequently asked questions.


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Please allow 24-48 business hours for this case to process. Optionally, you can visit our Self-Service Portal by logging onto crm.collaboratemd.com to view your current case status as well as add any additional comments to your case. Your username should be your email address and the password should have already been emailed to you. 

https://sites.google.com/a/collaboratemd.com/training/self-service-portal

Search for Solutions

Solutions are answers to your frequently asked questions. Watch the short video below to learn how to search for solutions. 


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Tip(s)
  • When viewing a solution, you can click Printable View to see how a solution would look when printed. To print the solution from the printable view, click Print This Page towards the top-right corner.
  • The Home tab may display up to five solutions addressing the most common customer inquiries.  To view Top Solutions, click its title. 

https://sites.google.com/a/collaboratemd.com/training/self-service-portal

Upload Attachment to a Case

  1. Click the View Cases tab. 
  2. Click the Subject line of the case you wish to upload the attachment to. 
  3. Scroll down and select Add Attachment
  4. Select the File by clicking the Choose File or Browse... button. 
  5. Click the "Attach File" button. Please note you can repeat steps 1 and 2 to attach multiple files. 
  6. When the upload is complete the file information will appear.
  7. Click the Done button once the file is done uploading to return to the previous page.

https://sites.google.com/a/collaboratemd.com/training/self-service-portal

View your Cases

The Home tab displays all of your open cases when you log in. Please note if you are a Self-Service portal "Super User," you will be able to view all of the open and resolved cases submitted by everyone in your company. 

There are multiple ways to view and track your open and resolved cases. Once logged into the Self-Service Portal: 
  • To view Open Cases, click on the View Cases tab.
  • To view Closed Cases, click the View Cases tab followed by the View Closed Cases button. 
  • To view All Casesclick the View Cases tab followed by the View All Closed Cases button. 
Tip: Optionally, you can click the Suggested Solutions button on the case to view up to ten solutions that may help you solve your particular case.click its subject.

https://sites.google.com/a/collaboratemd.com/training/self-service-portal

Frequently Asked Questions

Can I limit who gets access to the portal at my company?
Yes, the account manager can provide access to the portal to the employees specified. Please remember to contact us if these employees leave your company, otherwise, they will still have access to the system.

Who can I contact for help?
Contact Client Services for any support related to the portal.

Why did I receive an email that my Self-Service Portal password was reset?
Your Self-Service Portal account is created internally once your new account is set up. Your Training Representative initiates a 'reset password' in order for you to receive an email to create a new password.

https://sites.google.com/a/collaboratemd.com/training/self-service-portal