Introduction
We are excited to share that we are releasing the powerful capabilities of Lumi Chat in the ASC Support Portal in February 2025!
The Approved Support Contact (ASC) Support Portal
An Approved Support Contact (ASC) can log in to Brightspace Community and access the ASC Support Portal to create and manage support cases for their organization.
Users can sort cases by status (1), select a date range (2), export cases in CSV format (3), use the search bar to find cases (4), and add new ones by clicking the Create a Case button (5).
Note: To learn more about the ASC support portal, refer to ASC Resource List.
Lumi Chat: Brightspace vs. ASC Support Portal implementation
Lumi Chat is an in-product help tool that is currently integrated into Brightspace. It is the first point of contact for end users to ask product and process-related questions directly within Brightspace and receive persona-specific answers from Brightspace Community and other indexed sources.
Important: A user's experience using Lumi Chat in their instance of Brightspace is different than the ASC experience of Lumi Chat in the ASC Support Portal.
Lumi Chat in Brightspace
This implementation is included in instances of Brightspace as part of the End User Support add-on package. Users who have access to Lumi Chat as an ASC in Community, may not have access to it in their instance of Brightspace.
As of the December 20.24.12 release, Lumi Chat includes new generative AI functionality. Refer to the Lumi Chat – Improved user experience with generative AI and surveys | Updated release note for more details.
Lumi Chat in the ASC Support Portal
This implementation is planned to be released in the ASC Support Portal in February 2025. It will be available to all ASC users who log in to the ASC Support Portal through Brightspace Community.
Important: Users who have access to Lumi Chat as an ASC in the Community won’t necessarily have access to it in their Brightspace instance. Lumi Chat is only available in Brightspace for those with the End User Support add-on package. Connect with your D2L CSM to learn more.
Planned release of Lumi Chat in the ASC Support Portal in February 2025
We’re updating the ASC Support Portal to introduce Lumi Chat in the case creation process, replacing the current chat tool. You’ll still be able to chat directly with Support, but you’ll also have the option to get AI-generated answers from Lumi Chat using all available indexed resources—helping you find solutions faster if you choose to use it before reaching out to a support agent.
Obtain Real-Time Contextual Responses with Lumi Chat
ASCs now use Lumi Chat to ask questions and receive generative AI responses, along with references to related help documentation.
Contact support and create cases directly from Lumi Chat
ASCs can create case descriptions and send them directly to Support from the Lumi Chat experience in the ASC Support Portal.
Additionally, when users ask questions about Brightspace, Lumi Chat responds with relevant information and help documentation, then presents two options for contacting support:
- Chat with an Expert
- Open a Support Case
Chat with an Expert
When users click Chat with an Expert, they are prompted to provide a description of their case. Upon clicking Send, they are connected to a live expert via chat, where they can work toward resolving their issue.
Open a Support Case
If users select Open a Support Case, they are redirected to the Create a Case page, where they can fill in all the necessary details about their issue and submit it.
