Customer Success

As we are getting into the "hot" phase of final preparations for LiveWorx, we are seeing more and more questions from attendees on individual classes offered. People are finalizing their agendas and training sessions.   There are only a few slots available for some of the full day classes we are running on the days before and after the conference. These full-day classes are very popular, as they are small-sized deep dives into a given topic and they are sold with a 50% discount off the regular training day rate.   We had an inquiry for the ThingWorx Analytics class just this week and the customer requested more information on the content. As we currently have 3 more seats left, we thought we'd share this information here to help others with their registration planning.   Course Structure: "Applying Machine Learning using ThingWorx Analytics" (The following lists the modules of the course and a brief explanation of what will be covered in that module.)   ThingWorx A

The eSupport team will be present at LiveWorx 2016 - June 6-9, 2016 - Boston‌ and we are looking forward to meeting with you in person!   We will be part of the UX Labs from Monday to Thursday where we will be testing upcoming new designs for the eSupport portal and our web tools.   You can register here for one of the sessions where you will have the opportunity to discover some of our latest ideas and influence how the aspect and the features of the eSupport portal will evolve in the upcoming quarters. Each of those 1-hour sessions is individual and participants will be rewarded for their efforts and feedback by a pretty neat present !   See you soon in Boston!

A short notification for all who find video clips useful when exploring and discovering new functionalities of PTC’s software: Over 4000 educational videos from the PTC Learning Exchange were recently added to our Search page.   These high quality tutorials are created by product experts, and can greatly enhance the experience and value our customers derive from PTC's products. When you enter search keywords and one or more videos are available, a new content type will appear on the left hand side: Please let us know about your experience. We’re particularly interested on how we can keep improving the search to respond to your needs.

If you opened a case on Windchill Functionality or Business Administration recently, and your language preference is set to English, then the chances are you will have encountered Dylan: Here's some background to help you to get familiar with with him, so that you know what to expect.   At PTC, we're encouraged to "take a fresh look" at everything we do, and it turns out that the search UI we used to display when opening a case was not very effective at matching issue descriptions with the best knowledge to solve your problems on the spot. Most times, the right article was available, just not returned.   Getting a quick, convenient and effective solution to your issue is right up there on our list of priorities, and recent advances in data analytics and machine learning have given us some great opportunities to return relevant article suggestions in a much more focused way than the previous UI did. We also added some new features to help solve your issue with knowledge, incl

I would like to solicit recommendations for live training for our company.   We are starting from the ground level, but there are a few of us who can perform simple routing for cables and wires.  Thanks....

If you are new to the eSupport Portal, how can you get started? When you are struggling online but still can’t find what you need, what should you do?   The eSupport Portal is the entry point for all important eServices functions, including knowledge base search; software licenses management; software download and many more web tools… Below are 3 quick tips to get instant help online:   1. “Welcome to eSupport” Portlet Go through the educational materials under “Welcome to eSupport” portlet. These materials are the summary of the most important web functions. This can help you quickly get started. 2. Knowledge Base Search For eServices questions, you can also try searching in the Knowledge Base. Take “web account” as an example, there are many articles on how to create, delete and manage your web account.   3. “Search Overview” and “Advanced Search Techniques” To get help with searching the Knowledge Base, take a look at the “Search Overview” and “Advanced Search Tech

The PTC Technical Support Knowledge Base contains thousands of articles in English, Chinese and Japanese, all written by our team of Technical Support Engineers.  Every single article in our Knowledge Base has an article feedback widget which you can use to provide your feedback to us about the article, if it was helpful or not and a space for you to leave any comments you have for the authors. I say authors because an article can be created by one engineer but over time be updated by several different engineers.   When you leave verbatim comments using the feedback widget they get sent to our internal systems and recorded against the article. We have a team of “Knowledge Domain Experts”, or KDEs for short, who monitor the incoming feedback. The KDEs have the technical skills and expertise to triage the feedback and determine if further action needs to be taken, either by themselves or another Technical Support Engineer.   If you leave a comment that requires further fol

At LiveWorx 2016 Master Classes for experienced PTC Creo and PTC Windchill users, you can build advanced knowledge of those PTC solutions. The cost is $495 for each one-day Master Class when you purchase any other registration package. These courses will be offered on Friday, June 10 only.   For each of these classes we have a couple of seats available. However, Master Classes tend to fill up quickly, so early booking is recommended.     "Mastering CAD Driven Product Structure Management with PTC Windchill PDMLink 11.0" >> More Info & Register: LiveWorx 2016 | Session Catalog   "Introduction to Model Based Definition (MBD) with PTC Creo Parametric" >> More Info & Register: LiveWorx 2016 | Session Catalog   Let us know if you have any questions!   Hope to see you in Boston!   Bettina  

Hallo Zusammen, wo finde ich ein Tutorial mit Beispieldateien zum Import Data Doctor? Kann mir da freundlicherweise jemand weiterhelfen?   Gruß Hans-Jürgen Kapfer

In previous parts of this series, I talked about the value of having a Learning & Adoption Strategy in place early and discussing the questions of WHO, WHERE and WHEN we should be informing and training. In today’s blog, I would like to take a closer look at the learning and adoption content. WHAT should we be training and informing about?   The WHAT considers two important areas in a successful implementation: The training content and the information content. Especially the training content creation is a vital part of the project plan and one of the most influential factors for the user ramp-up which considerably effects future system usage. The WHAT is one of the influential factors in a Learning & Adoption Strategy as it heavily impacts all other decisions. Any changes to the training content decisions require review of all other decisions:   There is an additional aspect of WHAT covered in the users’ environment, such as guidelines and methods. This will be discu

just started with creo parametric tutorial   my right mouse button doesn't pop up menus as shown in the instructions   is there a way to set this up?

I was searching for information on the support status of Creo Elements/Pro 5.0 (CEP5). When I look at the product calendar:http://support.ptc.com/cs/product_calendar/PTC_Product_Calendar.htmI see no entries prior to Creo 2.0.  When I look at the archive calendar:http://support.ptc.com/cs/product_calendar/PTC_Product_Calendar_Archive.htmAnd browse to the Proe section:http://support.ptc.com/cs/product_calendar/PTC_Product_Calendar_Archive.htm#RANGE!A359There are no entries past Pro/Engineer WF1. That leaves a gap with no information on WF2, WF3, WF4, WF5, CEP5 and Creo 1:I opened a case with tech support, but when he browses the the archive calendar he sees much more information (I'm not sure about the main calendar):Is anyone else seeing what I'm seeing?

Greetings:I recently started a new engineering position  (6 weeks), and this is my first time using Creo.  I come from the Inventor/Solidworks/ Solidedge world   I have been using Creo for 5-6 weeks and I am absolutely struggling mastering the basics to the level of frustration that I have leave my office and go for walks to calm down, and considering re-activating my job search.  In the previous CAD packages they were easy to use and never required training.    I've asked for some training (first time ever) but its gotten shot down, and in the meantime there is a concern that I'm not producing designs.   To top that off I'm at a small company with myself being the only ME/Creo user, so I have no one to ask questions on the s/w.  I started some one of the tutorials, but I stopped it after I was not getting the same results after multiple time.  Can some PLEASE recommend a Creo for dummies book, any help would be appreciatedFra

Good news everyone !   Many of you (~1,700 every month) take the time to leave valuable feedback on articles, which helps us to continually improve the quality of our Knowledge. Often, you help us see things we don't, and everyone benefits as a result. We saw from your comments that you weren't happy when our previous feedback widget covered the text in our articles. Although it only affected a small proportion of the articles in the knowledge base, we weren't comfortable with that either, and so we've made some changes.   We hope you'll like the new look, and that the simplified design will encourage you to share even more your thoughts with us when you are working with our Knowledge. Here's how the new widget will appear:     For those accessing articles from a tablet or low resolution screen (browser width below 1440 px), the widget will appear inline at the end of the document.   As we continue to ramp up our Knowledge infrastructure, more improvements are

Do you ever see the dreaded "Nothing here matches your search" error? Or do your searches return 1000s of hits when you are expecting just a handful?   If so, you're not alone. While Search was found internally to be 84% effective at resolving issues reported to Technical Support, only 50% of customers report the same success. Surprised by this gap, we had a look at the keywords entered on the portal to better understand why some searches worked, and others didn't. It didn't take long for some patterns to emerge.The good news is, by having a better awareness of how search works, and making just a few small adjustments, it's possible to significantly increase your search success.   Based on what we saw, here are the top 5 pitfalls, and how to avoid them:   Pitfall 1: "Prolific Pasting" Everyone likes to copy and paste. It saves effort, avoids typos, and can lead to more accurate search results. BUT pasting a lot of text can harm the relevancy of your results. Let's take a

The PTC Technical Support knowledge base contains a wide variety of articles written by our team of technical support engineers, with new articles being published every day. Did you know that you can have all this rich content delivered to your inbox daily or weekly? The PTC eNews & Alerts email subscription allows you to stay on top of the latest developments at a time that suits you.   With a single click you can subscribe to the articles you use the most:     You can also sign up for updates based on the Product, Release and Technical Area that you are interested in:     Based on those selections you can select to be notified just about articles related to SPRs and/or all types of articles. You can also opt to be notified when new articles become available and/or when existing articles are updated.   Last of all, the Preferences tab enables you to customize when the email hits your inbox.     So why wait, be the first to know when PTC T

Hello everyone, I want to see effect of water moving in the pump with creo parametric.Please share with video tutorial or books.

Yes we love surveys. Until we had this space this was our main way to hear what you were thinking about the eSupport Portal. That's how we realized that our previous search engine was not meeting your expectations : we rolled the new one just a year ago and since then,the number of feedback related to the quality of the search results dropped significantly. That's also how we realized that our new License Management tools or our article feedback widget needed a refresh (both are currently in progress and we will share more about this in the near future...)   So, is the survey going away now that we have this community space ? Not really : the survey still allows us to evaluate in a factual way how you perceive the eSupport portal and how successful you are when you visit us. So let me tell us a bit more about how things work Whenever you visit the eSupport Portal, you might be sent a survey by email the next day, but not everytime : 1 survey per month per user max. For those of y

Every month, about 30,000 of you connect to the eSupport Portal to download the latest version of a PTC software, search our knowledge base, manage your licenses, browse the product documentation or do one of the many things the portal offers.   As the eSupport portal audience is growing and as the pace of changes to the eSupport Portal is accelerating, we thought it would make sense to find a better way for PTC to communicate and collaborate with customers. Having a dedicated space in the PTC Community seemed to be the best option as it will allow you to share enhancement ideas, read about the latest news and upcoming changes in our blog and get answers to your portal-related questions from portal power users and PTC employees in our discussion forum.   So let me introduce you to the core eSupport Portal team   Jenny Tian, based in our Shanghai (CN) office is in charge of our Globalization strategy and user education. She’d like people across the globe to have a great

I'm new to eSupport Portal. Where do I start ? Check our eSupport Portal FAQ Article. Account, Cases, Licenses, Knowledge Base it's covering it all! I'd like to suggest an enhancement to the eSupport Portal or one of the tools. Who should I talk to? Product ideas are the right channel to propose a change to the eSupport team. Check if your idea ha snot already been submitted. If not, create a new idea and other customers will comment on your proposal.The eSupport Portal team will review and comment on the most popular ones. I can't find anything in the Knowledge Base. What's wrong? We're sorry to hear this. Let's see how we can  help you out If our search engine is returning too much content, try to use one of our advanced search techniques to narrow down the number of results returned If  our search engine is returning too few results, we don't have content for this specific topic and you should start a discussion to talk about I have a problem with one of the eSup

Getting started with the Knowledge Base Federated Search on the eSupport Portal. This video will teach you how to use the core features of the KB search engine as well as some of the advanced tips and tricks. Additional advanced search techniques are available here.

Does anyone know of a good tutorial or training source for using "GLOBAL REFERENCE VIEWER"?And the advantages for using "global reference viewer"?

What are the future plans for updating, supporting and providing training for Direct Modeling and Direct Drafting?

As a company headquartered in Boston, it’s about time we cite one of our city’s most famous sons…   “Either write something worth reading or do something worth writing about.” – Benjamin Franklin (January 17, 1706 / Boston -- April 17, 1790 / Philadelphia)   I just saw the quote while doing some reading on the web and it made me think. We all try to do our jobs the best we can and we hope that others appreciate this and find value in the things we say, write, or offer.   For our team at PTC University, this relates to our instructor-led training classes, our eLearning courses, and all the other services we are offering to ensure PTC customers are successfully using our software and solutions.   We have a global team of subject-matter experts with many years of industry, but also teaching experience to create our training content in cooperation with PTC product management. Our instructors undergo extensive didactical training, too.   We do hope you find our clas

Hi,   I am urgently looking for PTC DM Express tutorial for annotation (pdf preferably in german language, videos in english are ok). I only found too less videos in internet.   Do you know some? Thanks.   Best wishes Heinz