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Table Of Contents

Introduction to Supportworks Platform Administration
What Is the Supportworks Platform?
What Is a Supportworks Application?
This and Other Supportworks Publications
The Topics Covered in this Guide
User Privileges
Supportworks Features
Customer Access Features
Organising the Database Tables
Where to Start
Populating the Tables
Supportworks Data Management
Case Scenario for Worked Examples
Importing Data from External Sources
SQL Imports
To Define a New SQL Import
To Define a New SQL Import Based On An Existing One
To Manage an Existing SQL Import
LDAP Imports
To Define a New LDAP Import
To Define a New LDAP Import Based On An Existing One
To Manage an Existing LDAP Import
Text File Imports
To Define a New Text File Import
To Define a New Text File Import Based On An Existing One
To Manage an Existing Text File Import
Excel Imports
To Define a New Excel File Import
To Define a New Excel File Import Based On An Existing One
To Manage an Existing Excel File Import
Other Imports
Building a Worksheet of Call Profiles
To Import Call Profiles
Advanced Import Techniques
Programmed Mapping Using JavaScript
Pre- and Post-Import SQL Action on the Target Database
Manipulating an Import and Its Mapping with JavaScript
Pre-Import JavaScript
Pre-Transformation JavaScript
Post-Transformation JavaScript
Post-Import JavaScript
Administrative Entities
Service Level Agreements
Introduction to Service Level Agreements
Example
Third Party SLAs
Adding a New SLA
Viewing and Modifying an Existing SLA
Deleting SLA-related Items
Managing Third-Party SLAs
Adding a New Third-Party Supplier
Adding a New Third-Party SLA for a Supplier
Modifying a Third-Party Supplier’s Details
Removing a Third-Party Supplier
Viewing a List of Third-Party SLAs
Call Profiles in Supportworks CS Applications
Adding a New Call Profile
Viewing and Modifying an Existing Call Profile
Deleting Existing Call Profile Tiers
Workflow Templates
Introduction to Workflow
Creating a New Workflow Template
Viewing and Modifying an Existing Workflow Template
Deleting an Existing Workflow Template
User-Related Data and Settings
Skills
Adding a New Skill
Viewing and Modifying the Details of an Existing Skill
Deleting an Existing Skill
Support Groups
Adding a New Support Group
Viewing and Modifying the Details of an Existing Support Group
Deleting an Existing Support Group
Support Analysts
Adding a New Support Analyst
Adding a New Support Analyst Based on an Existing Analyst
Viewing and Modifying the Details of an Existing Support Analyst
Changing the Availability Status of a Support Analyst
Changing a Password
Recovering an Analyst’s Password
What Needs to Be Done After Changing System Privileges
Removing an Analyst’s Access to a Mailbox
Updating the Details of a Skill in an Analyst’s Skill Profile
Removing a Skill from an Analyst’s Skill Profile
Deleting an Existing Support Analyst
Analyst Management Capabilities Relating to Each Role
Managing E-Mail
Managing Address Books
Creating New Contact Entries in Address Books
Modifying Contact Entries in Address Books
Deleting Entries from Address Books
Managing Distribution Lists in Address Books
Creating a New Distribution List
Examining and Modifying the Contents of a Distribution List
Importing Addresses from Microsoft Outlook
Managing E-Mail Templates
Viewing and Editing Existing E-Mail Templates
Creating New E-Mail Templates
Deleting E-Mail Templates
Setting a Default E-Mail Template
Sending Bulk Mailshots
Managing Custom SQL Database Searches
Creating a Custom Search
Modifying a Custom Search
Deleting a Custom Search
Managing the KnowledgeBase
Placing Content into the KnowledgeBase
How to Publish Call Information
How to Publish FAQ Information
How to Publish External Documents
Modifying Publications in the KnowledgeBase
Deleting Publications from the KnowledgeBase
Managing KnowledgeBase Catalogues
Managing Calendars
Creating a Calendar
Reconfiguring a Calendar
Deleting a Calendar
Management Information and Reporting
Running a Report in Real Time
Scheduling a System Report
Viewing Information About a System Report
Modifying System Report Chart Characteristics
Chart Characteristics
System Report Prompting
Creating and Configuring System Reports
To Build a System Report
The Options Available for a Simple List Report
The Options Available for a Grouped List Report
The Options Available for a Boxed Grouped List Report
The Options Available for a Value Counter Report
The Options Available for a Grouped Value Counter Report
Using the WHERE Builder in a System Report
Setting Up User Prompts for a System Report
Querying Multiple Tables in a System Report
To Configure an Existing System Report
Editing Clauses in a System Report’s Filter
To Create a Copy of an Existing System Report
Sharing System Reports with Other Systems
To Export One or More System Reports
To Import One or More System Reports
Managing System Reports
Creating a New System Report Folder
Deleting a System Report Folder
Renaming a System Report Folder
Moving a System Report to Another Report Folder
Deleting a System Report
Dashboard: Real-Time Data Display
Starting Up
Refreshing the Displayed Data
Switching to a Different Chart Layout
Switching to a Different or Null Chart in a Pane
Creating and Configuring a Chart
Basic Chart Definition
Displayed Data
Visual Attributes
Sizing Attributes
Lines and their Colours
Object Fill
Background
Deleting a Chart
Operator Scripts
What Operator Scripts Contain
How Operator Scripts Are Used
Managing Operator Scripts
Creating an Operator Script
Modifying an Operator Script
Deleting Operator Scripts
Exporting and Importing Operator Scripts
To Export One or More Operator Scripts
To Import One or More Operator Scripts
Customer Satisfaction Surveys
Questionnaire Constituents
Viewing Survey Reports
To Run the Reports for a Survey Campaign
Analysing the Survey Data by Respondent
Analysing the Survey Data Statistically by Question
Analysing the Free-Text Survey Data by Question
Resetting the Data Gathered from Survey Campaigns
Exporting and Importing Customer Surveys
To Export One or More Customer Surveys
To Import One or More Customer Surveys
On-Line Customer Access to Your Helpdesk
Auto Responder E-Mail Commands
Auto Responder E-Mail Templates
Testing the Auto Responder E-Mail Commands
Configuring the Auto Responder
The Web-Based SelfService Application
Testing the Default SelfService Instance
Managing SelfService Configurations
Configuring a SelfService Instance: Settings
Configuring a SelfService Instance: International Settings
Configuring a SelfService Instance: Displayed Text Paragraphs
Configuring a SelfService Instance: System Privileges
Creating a New SelfService Instance
Publicising the SelfService URL
Managing Analyst Access to the Helpdesk
Analyst Access Licensing
Nominating Analysts for Named Licence Usage
AppendixAAnalyst Rights and Default Settings
•System privileges
System Privileges
Call Management Rights A
Call Management Rights B
System Management Rights
Desktop Workspace Rights
Data Dictionary Rights
Global SQL Database Rights
Database Management Rights
E-mail Privileges
Library Resources
Default Settings
AppendixBContext Rights
AppendixCE-mail Template Variables
Variables in Customer Notification Templates
Variables in Auto Responder Templates
Template for Confirmation of Logged Call
Template for Rejection Response to Logged Call
Template for Confirmation of Call Update
Template for Rejection Response to Call Update
Template for Call Status Report
Template for Open Calls Summary
Telephone Number Entry on a Form
AppendixEHow SelfService Works
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SW 7.3 Admin Guide

SW 7.3 Admin Guide

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Published by: garynuman007 on Jul 18, 2011
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