V12 Highlights. What s new in Richmond ServiceDesk V12?

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1 V12 Highlights What s new in? Richmond ServiceDesk v12 incorporates many new features including a new Report Generator, a new CSP Homepage Designer, a new CSP Menu Designer, a new CSP Panels and new CSP User Input Recording. This document highlights some of the main changes in V12. To upgrade please visit the Upgrade Centre on the Richmond Support+ Customer Portal. New Report Generator The Report Generator takes specially produced reports containing comprehensive incident, problem and change information and allow the creation of multiple report views that can be saved, edited, filtered and exported to Excel. Report views are quick and easy to generate using a drag/drop/click interface, and views can be locked to individual Specialists and Groups for data security. New CSP Homepage Designer The new workflow homepage editor allows customisable control of layouts, colours, fonts and functions. New panels can be added that run workflows, present incidents and change stats by status with drill down to underlying lists, and hyperlink to any external website. The services status panel can now be positioned on the workflow homepage, and a new HTML control allows any additional text/imagery/links to be positioned on the page. The Resource Centre on the Richmond Support+ Customer Portal has links to a very useful HTML editor, which allows you to copy and paste content from office documents and the HTML code is created automatically. You don t need HTML skills to use this feature. The standard homepage editor will still automatically create a homepage with access to visible workflows presented as buttons.

2 New CSP Menu Designer The Customer Service Portal (CSP) Editor now has functionality to fully customise the menu, including definition of colours, icons, labels, position, and the action that is carried out when a menu item is selected, including the ability to start specific workflows. Menus are based on customisable styles, which define fonts and background colours. Multiple styles can be created and changes made to a style will automatically be applied to the menu. There are new options to include Home, My Account and Logout options in the menu itself. Also, there is a new feature that allows the colour of the Home, My Account and Logout page elements as they appear in the Portal banner area (top of the portal screen). This new design feature, which requires no coding skills to use, provides design control to create fully personalised service hubs that give customers access to support, knowledge articles, company information, intranets and external websites. New CSP Panel Control Customer Service Portal (CSP) pages can now be enhanced with a new panel control, which allows users to create visually appealing, clickable page elements that give access to incident lists, change lists and a wide range of support functions. Panels can be a single colour, have a two-tone gradient or a custom image that you simply upload to the panel. Panels can have any combination of labels, descriptions, images and text, and can be presented in a single or two-column layout. Panels have a number of functions, for example they can link to workflows, support pages, websites, KB articles and file downloads, and they can be used to add incidents and incident templates. On the homepage, panels can be used to present incident/request/rfc records by status (e.g. incidents that are with customer ) and panels can be clicked to present underlying ticket lists. New Panel styles allow control over the colours and fonts used on panels. Multiple styles can be created to provide a range of colour schemes; any changes made to the style automatically cascade through to any panel using that style.

3 New Customer Resolution on CSP A customer can already close or re-open an existing incident. This new feature allows a Customer to log a new incident that is already resolved. For example, a customer looks at a knowledge article and is presented with a YES/NO button saying Did this resolve your issue? If the customer clicks yes this can then log an incident with predefine resolution and resolution code, e.g. resolved by KB article. This new method is particularly useful if you want to capture customer support scenarios that were solved without any service desk interaction. New CSP User Input Recording The CSP has always recorded the entire customer journey, including any pages visited, controls clicked, and inputs given whilst raising a support request. CSP User Input Recording allows you to specify particular user inputs that are important to you, and these inputs are presented in a new tab on the incident record, and can also be automatically appended to the Incident description (Details). Also, when looking at the CSP journey in either edit or preview mode, there is a quick filter that hides the page and control navigation and just shows the CSP user inputs. New Adaptive Mobile Interfaces The Richmond CSP uses specially designed adaptive web interfaces to ensure that support pages look good and are correctly presented to customers according to the screen size of the device that they are browsing with. Typically, when designing a website, you would need to consider how the site would look on different devices. With the Richmond CSP you don t; our approach means that users can create portals and portal pages without worrying about how the portal will look to customers. New Button Customisation When adding a button to a portal page, the colour of the button can now be changed. This is useful when, for example, you need to highlight particular buttons or follow a colour scheme. The setting allow the button text and buton background colour to be set to any value. The system automatically applies a slight colour gradient, as is common with buttons on web applications. If you find that a button is not large enough to accommodate the text, or doesn t stand out, then you could use one of the new Panels.

4 New Frequently Asked Questions (FAQ) Controls A new Frequently Asked Question control has been added to the CSP workflow control set, which allows you to quickly capture frequently asked questions along with their answers and any links to other resources. The FAQ control automatically presents the questions to the user, and when selected, it expands to reveal the answer. FAQs can be used and re-used on any pages, and can be inserted anywhere on the page. When you have a lot of information to present, breaking it down into questions and answers makes it easier and quicker for the user to find the specific facts that they need, which improves customer satisfaction and reduces the burden on front-line support teams. New Workflow Planner Features The workflow planner, which provides a graphical overview of portal pages, can now be resized and scolled, making it easy to overview and zoom in on portal workflows. The load-time for large workflows (e.g. in excess of 100 pages) has been substantially reduced to a few seconds. The Workflow Planner uses coloured panels to indicate homepages (orange), portal pages (blue) and nodes (green) which show pages where incidents can be submitted, for example, at the end of a support path. The incident nodes can now be edite directly from the planner, making it quick and easy to make adjustments to the definition of incidents logged. New Workflow Page List A new list screen has been added to the Specialist Web client, which allows workflow pages to be viewed in list format where they can be grouped, interadding so you can display the workflow planner in a list as well as graphical format. The workflow page list can be grouped, sorted and filtered. The column headers can be changed and re-ordered, and the entire list can be exported.

5 New Portal Menu Option on Specialist Web A new menu option has been added to the Specialist Web client called Portal. This menu item, which needs to be enabled within user rights, allows Specialists to manage CSP menu options such as editing the default homepage and workflow homepage, creating stylesheets and panel styles, and managing group membership settings. New Logout Screen A new Logout screen has been added for logouts from the Specialist Web, which means that when using windows authentication, users can log out of the system and not be automtically logged back in. Users are authenticated back in simply by slecting the login screen (or starting the application). New Links in Alerts Specialist alerts now have direct links to the incident records as the incident ID is now included in all outgoing specialist alert s, which allows users to quickly click straight through to open the relevant incident record. New File Download Features The file download control allows images and electronic documents to be downloaded. Single or multiple files can be presented to customers, and these will be displayed in a list at a defined place on the page. To make it easier for mobile users to interact with downloads, when a customer clicks or taps the filename, which is coloured blue so that it looks like a hyperlink, the file will automatically display or download. Image files will automatically display PDF files will automatically open in new tab in the current web browser Other documents will automatically download When a customer taps or clicks anywhere else on a file, they will be presented with a menu option to either Preview (image files only) or Download.

6 New CSP Workflow Category Control A new category control has been added to the CSP workflow control set, which has two key functions. Firstly, the category control allows customers to be presented with sections of the category structure from which to select. Category aliasing allows definition of friendly descriptions that make it easier for portal users to select the appropriate category. The second function of this control is the ability to pre-set the category as a customer navigates through a workflow process and optionally to prompt for user-definable fields that are related to the category. The new category control works with the service desk category routing function and assists in the correct assignment of incidents and service requests. And more For a complete list of features, enhancements and program fixes, please refer to the Change Log in the Documentation Centre on the Richmond Support+ Customer Portal.