CUSTOMER EXPERIENCE

CLOUD

Welcome to Universal’s Customer Experience Cloud! Sign up for access and explore this site for independent real-time issue resolution and efficient support. This cutting-edge platform is designed to provide a seamless support experience –allowing you to quickly and easily locate information to help solve your technical problems or enter a self-service case, all in one central place.

Ready to log on

  • Click here to log on to our Customer Experience Cloud website

Ready to sign up

  • Visit our Sign-Up Page to register here:
  • Once approved, you’ll receive a notification with your unique username and prompt to create a password.

Navigating the Customer Experience Cloud

  • Enter symptoms or error messages on the main page for immediate troubleshooting suggestions.
  • Or navigate directly to the specific product knowledge bases (i.e., Surface Mount) by clicking on the topic images and searching by symptoms or error messages.
  • If you still can’t resolve your problem, create a case directly from the site.

Searching the Knowledge Bases

  • Enter keywords related to your symptom or error message at the prompt, i.e., the machine will not zero or the nozzle is dropping.
  • The system will then return the results of all articles and documents associated with your keywords.
  • Open the document you wish to review by clicking on it; check the material and associated files.
  • Close out of the document to return to the main search page to continue searching.
  • Intelligent Search: After searching the knowledge base, a smart search panel will appear on the right-hand side with suggestions on other documents you should review to solve your issue.

Create a case

  • If you cannot solve your issue, click “Create Case” from any page.
  • Fill out the required information and submit the case.
  • Information on your case will be sent to the appropriate Regional Service Manager for follow-up; your case will be promptly reviewed, and you will receive regular status updates until your issue is resolved.

Still need help? Click here to contact our Sales/Service support team.