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Coupa Success Portal

FAQ for Llamasoft Cloud Customers

When did Coupa acquire LLamasoft?

Coupa Software, a leader in Business Spend Management (BSM), announced its acquisition of LLamasoft, a leader in AI-powered supply chain design and planning, on November 2, 2020. The acquisition will strengthen Coupa’s supply chain capabilities, enabling businesses to drive greater value through Business Spend Management.

How does LLamasoft AI-Powered Supply Chain Design and Planning fit in the Coupa platform?

At Coupa, our vision has always been a comprehensive Business Spend Management platform that helps organizations maximize the value of every dollar spent, whether that dollar is direct or indirect spend. We do this by tapping into a wealth of data across nearly $2T of spend under management, empowering our community to be smarter together—continuously learning from each other’s spending patterns, global supplier risk profiles, and behavior-based insights to optimize every aspect of that spend.

Aligned to this vision, just like Coupa helps businesses make smarter decisions across their business spend processes, LLamasoft uses data and AI to help organizations make smarter supply chain decisions, faster. This acquisition is a testament to Coupa’s focus on bringing all elements of business spend under one Business Spend Management (BSM) umbrella—from sourcing to payments to supply chain management—and represents Coupa’s relentless dedication to offer the most advanced technology to help our customers spend smarter, simpler, and safer.

What is the timeline to transfer LLamasoft product documentation and Customer Support to Coupa?

Coupa will transition product documentation, downloads, knowledge articles, and customer support services beginning in January 2021.

On January 18, 2021, the LLamasoft email and telephone support channels you currently use will be routed to Coupa Customer Support. With LLamasoft support experts now part of the Coupa Customer Support team, you will notice Coupa handling your support requests moving forward.

On January 28, 2021, you will receive login credentials to Coupa Portals for access to the Coupa Community Forum, Coupa Success Portal, Coupa University Edge Learning Portal, and Coupa Support Portal. At that time, you will find links to access product documentation on the Coupa Success Portal, and on the Coupa Support Portal, you’ll find desktop product downloads, and your Designated Support Contacts will be able to submit support cases through our online ticketing system.

Please update any internal processes you may have documented for your organization to reflect the use of Coupa Portals (https://coupa-external.okta.com) for access to product documentation and customer support beginning January 28, 2021.

We will keep you informed of progress and updates through frequent email communications.

How long will the LLamasoft Online Help site and Community remain available, and where will I find similar information on Coupa sites?

The LLamasoft Help site and Community portals will remain accessible until March 31, 2021.

On January 28, 2021, you will receive login credentials to access Coupa Portals. This provides single-sign on access to all Coupa portals available to you including:

  • Coupa Support Portal where you can review knowledge articles, and your organization’s Designated Support Contacts can submit and track your support cases
  • Coupa Success Portal where you will find links to Supply Chain Design & Planning product documentation, downloads, release notes, users group details, and more
  • Coupa Community Forum where you can join discussions and share ideas with other Supply Chain Design & Planning customers and the Coupa Product Management team
  • Coupa University Learning Portal where you will soon find Supply Chain eLearning and instructor-led courses as they are added to our course catalog over the coming months

If you do not have a Coupa-Okta login, please contact one of your organization's Designated Support Contacts to request Coupa Portals-only access, or contact Coupa at coupaportals@coupa.com.

What is Coupa Portals?

Coupa Portals is an Okta-based single sign-on to all of the Coupa portals and forum sites available to you. For a brief introduction, please see the Coupa Portals Introduction video (10-minutes).

To access Coupa Portals, visit https://coupa.external-okta.com and login with your Coupa-Okta credentials. If you do not have a Coupa-Okta login, please contact one of your organization's Designated Support Contacts to request Coupa Portals-Only access, or contact Coupa at coupaportals@coupa.com.

What is a Designated Support Contact?

Designated Support Contacts (DSC) are named members of your organization that are enabled to submit support cases and work with Coupa’s Customer Support team on issue isolation, troubleshooting and resolution. To ensure maximum support efficiency, only your organization’s named Designated Support Contacts can submit support requests to Coupa. Other users should please coordinate support requests through one of your company’s Designated Support Contacts.

In addition to being able to submit and track your organization’s support cases, Designated Support Contacts can also administer access to Coupa Portals and add/manage your organization’s Designated Support Contacts up to your support plan maximum.

Who are my company’s Designated Support Contacts?

To find your organization’s Designated Support Contacts, please visit the Coupa Support Portal, click on your profile picture, select My Account, then select Contact management.

Your Designated Support Contacts will initially be assigned by LLamasoft and Coupa based on previous activity with LLamasoft Customer Support. These Designated Support Contacts can then add, update, and administer access for other Designated Support Contacts moving forward.

Who do I contact for LLamasoft product or technical support?

Beginning January 28, 2021, your organization’s Designated Support Contacts can submit support cases to Coupa Customer Support via the Coupa Support portal at https://support.coupa.com, This replaces email as your primary support channel.

Please update any internal processes and/or documentation to reflect the change to Coupa Customer Support for assistance, issue isolation and resolution. Please note, the LLamasoft support email address will close on March 31, 2021.

How do I submit a support request?

Beginning January 28, 2021, your organization’s Designated Support Contacts can submit support requests to Coupa Customer Support via the Coupa Support Portal at https://support.coupa.com, This replaces email as your primary support channel.

To submit a support request, visit the Support Portal and search the knowledge articles for immediate answers. If needed, your Designated Support Contact can submit a support request online via the Coupa Support Portal. For additional information, Designated Support Contacts should please see the Support Guide: Coupa Support Portal Overview for detailed information on using the Coupa Support Portal for case submission and tracking. For urgent issues or escalations, your Designated Support Contact can contact Coupa Customer Support via phone with the ticket number generated by the Coupa Support Portal.

To access the Coupa Support Portal, log in to Coupa Portals at https://coupa.external-okta.com and choose the Coupa Support Portal. Alternatively, you can access the Coupa Support Portal directly by visiting https://support.coupa.com and logging in using your Coupa-Okta login. If you do not have a Coupa-Okta login, please contact one of your organization's Designated Support Contacts to request Coupa Portals-Only access, or contact Coupa at coupaportals@coupa.com.

Please update any internal processes and/or documentation to reflect the change to Coupa Customer Support for assistance, issue isolation and resolution. Please note, the LLamasoft support email address will close on March 31, 2021.

How can I track the status of my Support cases?

Designated Support Contacts can track the status of cases they’ve submitted and see all cases submitted for your organization on the Cases tab of the Coupa Support Portal. Please note, this tab and the Cases view is available only to those with a Designated Support Contact role.

For additional information, Designated Support Contacts should please see the Support Guide: Coupa Support Portal Overview for detailed information on using the Coupa Support Portal for case submission and tracking.

Where can I find Coupa Customer Support Contact Numbers?

You will find global contact telephone numbers for Coupa Customer Support on the Coupa Success Portal at: https://success.coupa.com/Support/Contact_Us. You can also find the contact numbers on the Get Support tab of the Coupa Success Portal.

Note: Contacting Coupa Customer Support via phone is intended for escalations and case follow up on high-priority cases. Please first submit all support cases via the Coupa Support Portal for efficient submission, tracking, and response.

What is the Coupa Success Portal and how do I get access?

The Coupa Success Portal (https://success.coupa.com) is your one-stop resource for links to access product documentation, release notes, and API resources for Supply Chain Design & Planning (LLamasoft) products.


To access the Coupa Success Portal, log in to Coupa Portals at https://coupa.external-okta.com and choose the Coupa Success Portal. Alternatively, you can access the Coupa Success Portal directly by visiting http://success.coupa.com and logging in using your Coupa-Okta login. If you do not have a Coupa-Okta login, please contact one of your organization's Designated Support Contacts to request Coupa Portals-Only access, or contact Coupa at coupaportals@coupa.com.

What is Coupa’s release process and schedule for Supply Chain Design & Planning (LLamasoft) products?

Coupa prides itself on innovation, delivering a new major version release of three times per year, biweekly maintenance updates, and occasional, ad-hoc daily updates. Release management information for the Coupa platform may be found on the Release Management page of the Coupa Success Portal.

Until LLamasoft Supply Chain Design & Planning is integrated with the Coupa Platform, releases may be planned independently of this schedule. Please also see the Supply Chain Design & Planning product documentation site on the Coupa Success Portal.

Where can I find release notes for current, previous, and future releases?

Beginning January 2021, you will find links to access LLamasoft product documentation, including historical release notes through the Coupa Success Portal at https://success.coupa.com/Support/Docs/Power_Apps/Supply_Chain.

In the future, you will be able to find release notes in the Release Management section (see Release Notes / Other Release Notes).

Where can I download the latest product updates/upgrades for my LLamasoft Desktop products?

Supply Chain Design desktop software downloads can be found on the Coupa Support Portal at https://support.coupa.com. Once logged in, search for “Supply Chain Design downloads”.

Where can I find training courses for my Supply Chain Design & Planning (LLamasoft) products?

For training resources including on-demand eLearning and live, instructor-led training, please visit the Coupa University Edge Learning Portal. Supply Chain Design and Planning courses will be added over the first half of 2021. Please see the Course Catalog for available courses.

To access the Coupa University Edge Learning Portal, please login to Coupa Portals at https://coupa.external-okta.com and choose the Coupa University Portal. Alternatively, you can access the Coupa University Learning Portal directly at https://edge.coupa.com using your Coupa-Okta login. If you do not have a Coupa-Okta login, please contact Coupa at coupaportals@coupa.com.

What is the Coupa Community Forum and how do I access it?

The Coupa Community Forum is where Coupa admins can engage with other Coupa users, influence product direction, and share best practices. You will find a Supply Chain Design & Planning category where you can start or respond to discussions, share, and up-vote ideas in the Coupa Community.

For additional information on using the Coupa Community Forum, please see the Coupa Community Forum How-to Guide posted in the Forum.

To access the Coupa Community Forum, you can login to Coupa Portals at https://coupa.external-okta.com and choose the Community Forum. Alternatively, you can access the Coupa Community Forum directly by visiting https://community.coupa.com and logging in using your Coupa-Okta login. If you do not have a Coupa-Okta login, please contact one of your organization's Designated Support Contacts to request Coupa Portals-Only access, or contact Coupa at coupaportals@coupa.com.

Does Coupa have User Groups similar to LLamasoft Customer Xchange Forums?

Coupa has a User Group program with both in-person and virtual events. For more information on User Groups including a list of upcoming group meetings and how to plan a user group meeting, please see the User Group page on the Coupa Success Portal at https://success.coupa.com/Optimize/Coupa_User_Groups.

To join an upcoming user group meeting, propose a new user group meeting, or vote on topics of interest, please visit the User Groups section of the Coupa Community Forum.

When groups form, Coupa will assist with the group setup and provide subject matter expert speakers where requested.

Who can I contact with questions about the Coupa Portals?

For questions about any of the Coupa portals, please email: communityexperience@coupa.com.

For access requests, please contact your Designated Support Contact or coupaportals@coupa.com.

Additional information may be found here.

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