From Sales to Support All-in-one Stand Alone Solution Covering Customer Service, Call Tracking, HelpDesk, Knowledgebase and Built in Contacts Database

Transcription

1 From Sales to Support All-in-one Stand Alone Solution Covering Customer Service, Call Tracking, HelpDesk, Knowledgebase and Built in Contacts Database and more..

2 Thank you for your interest in Resource Dynamics and our product Tele- Support HelpDesk for your customer service and helpdesk solution. If you are already a customer, this is a great training presentation or quick refresher. This presentation is an overview of our software specific to Configuration Contact Manager for both ACT! and Stand Alone.

3 Tele-Support HelpDesk may run in several modes. Both modes perform almost the same except for how they access the contact manager of choice. The modes are: Stand Alone, which includes a built in 100% customizable contact manager. Or Interface to ACT!, which will read and write to ACT! and share its contact manager data Tele-Support HelpDesk is an executable program that runs on its own. It may run over a network or over the internet using a remote access software such as GO-Global (ask us about our web bundles). So lets get started.

4 Once you install Tele-Support HelpDesk, you will have everything you need to get started with the trial version and we are here to assist you if needed. Installation of our software is wizard driven. Be sure to install the main files from the installation process to a sharable network location for all users to have full access. (Client install comes later). If you are a single User, you can install locally for both the main \server files and client files. Once installed you will see a short-cut on your desktop called HDTools5. This is a quick access tool. You can also access configuration from your main \server folder

5 When you open the HDTools5 you will see these menu options

6 First you want to launch and go through the basic contact manager by selecting CONFIGURATION.

7 Only Users with Supervisor rights will have access to Configuration. We include one User ID: ADMIN no password. Click OK.

8 Now you will see the main menu options for configuration. We are going to select Contact Manager. This is the first thing you must do before anything else. Full details in your HDAdmin5 guide Chapter 3

9 Depending on Contact Manager, some options may not be available. Manage Custom Fields and Custom Fields Layout are specific to Stand Alone. Full instructions provided in your HDADMIN5 guide starting on page 49. These are your contact manager fields and design layout.

10 Contact Manager Options. Will start by selecting Launch Contact Manager (first option)

11 From the Contact Manager Selection menu, you will select the contact manager that you will be using with Tele-Support HelpDesk. Let start with ACT! ACT! v15 through v17

12 When you configure to ACT! it is VERY IMPORTANT that you browse through the network to select the ACT! Pad file. The path must be UNC server name format. Browse from here

13 Once you have selected the path to your ACT! database, you need to enter a valid ACT! User name and pw that is valid to the database selected

14 Now you just need to verify that Tele-Support HelpDesk can communicate with this database using the ACT! user data you entered.

15 If the verify was successful you will see this screen. If not, go back and make sure the path to the PAD file is correct and the ACT! logon is correct and try again. SAVE to finish and return to contact manager menu.

16 Now lets configure Tele-Support HelpDesk to Stand Alone. Which we just simply select and Save. Since we are using the built in database, we already know it s location.

17 Once your Contact Manager is configured, you can jump right into installing a client and start creating inquiries. But lets still go over some other basic options in configuration.

18 The Contact Manager Field Mappings will automatically default to the common contact fields based on the contact manager connection you just completed.

19 When configured to ACT!, we automatically map to the CONTACTS Table. You can verify mappings and change if desired by clicking on the ellipse button at the end of the field and continue by clicking <next> TIP If you are changing the field mapping be sure you select the TBL_CONTACT. level

20 And when configured as Stand Alone, you would see these field names: You can change the mapping as needed to any contact field you created.

21 Manage Custom Fields for Stand Alone only

22 Manage Custom Fields for Stand Alone only. Here you will create your own contact manager fields Tele-Support HelpDesk

23 Enter the field prompt, field name, select field type and field size. Customer Level Cust_Level 15 Save

24 Custom Field Layout Stand Alone only. Once you created your custom fields, now you will place them in your contacts database layout.

25 Stand Alone Contact Manager field layout designer. Here you will create your tabs and add your fields. Move tabs left to right by right clicking on them. Right click on any tab to delete or rename it.

26 *Contract Tracking tab and fields are already provided for Stand Alone users. You can remove the tab if you do not need this feature.

27 Stand Alone - Add New Tab Enter a label for your tab. Move tabs left to right by right clicking on the tab.

28 Stand Alone Select TAB to add fields: Insert Contact Manager Field Select the contact field to add to the tab and place anywhere on the grid.

29 Stand Alone field layout designer edit buttons From top to botton: ADD New Tab: Add as many tabs as you need EDIT Selected Tab: Allows you to rename the tab SELECT Item: Allows you to select any item on the tab and right click edit item INSERT Contact Field: Select field from your custom fields to add to the tab INSERT Static Text: This is a text only field you can place on the tab. EDIT Select Item: Will open an edit box for the selected item (same as Select Item right click) DESELECT Item: Deselects the current item TOGGLE Snap to Grid: Keeps all items lined up with the grid.

30 Both Stand Alone and ACT! databases can utilize the Inquiry Center View Tab Configuration. Here you can customize your center view tabs for the Open Inquiry.

31 Center view designer is similar to the Stand Alone contact manager. However these tabs and fields ONLY display from the open inquiry screen. System tabs cannot be removed or edited. LINKS Time Logs History

32 New Tab: Existing tabs if once removed (hidden) can be reselected. Inquiry RMA and Standard Inquiry Status Publisher fields are system fields that can be added or hidden from the view. To create a new tab, click on New Custom Tab button. Enter a caption (title) for your tab. Once you click OK, the new tab will appear at the far right of the layout.

33 ADD Item to your custom tab: Select the TAB to add the item. Click Add Item then click on the tab grid.

34 Here you will select one of the three field types, browse to the field name Allow editing or make it Read Only. And you can include and change the caption of the field. TIP: Inq Data and Inq Status Fields usually require Allow Editing since these are inquiry only fields. If you leave uncheck, the field will be grayed out and no one will be able to input data.

35 There are three places from which you can grab fields to put on your custom tab that appears in the Open Inquiry Screen. They are: Contact Manager Fields (both Stand Alone Contacts or ACT! contact fields) These are windows in real-time. If you allow changes to these fields, they will update back to the contact record. HelpDesk Data Fields are 24 fields (4 memo; 5 date; 5 number; 10 text) we provide that stay with the inquiry and do not update to the contact manager. HelpDesk Status Fields are 7 fields (6 character and 1 memo) that we originally included to give Users an easy way to publish data from an inquiry through Inquiry Status Publisher (add-on to HelpDesk). But these fields can be utilized in the same way as the HelpDesk Data Fields.

36 Once you selected your field and completed the field options, it will be placed onto your tab grid already selected so you can move it and/or resize it. Once you have your TABS and FIELDS, remember to click SAVE. Which will return you to the menu options.

37 Advanced Preferences will vary from Stand Alone and ACT!

38 Advanced Preferences when using Stand Alone, your only preference will be the Inquiry Contact Relinking. When using ACT!, you will have all 3 options. TIP: ACT! Company level mapping is for center view use and/or if you wish to use Contract Tracking.

39 When you are done with this section, click on MAIN to return to the Configuration menu options. You can access configuration anytime. Just be sure to have exclusive access so changes are applied.

40 Once you complete the Contact Manager section, you are returned to the main menu. You can Exit or move onto another section. Full details in your HDAdmin5 guide Chapter 3