Case Management: The Engine of Your Support System

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Case Management: The Engine of Your Support System"

Transcription

1

2 Case Management: The Engine of Your Support System Hi and thanks for using Desk.com! Now that you ve had a little more time to use Desk.com, we want to help make sure you re getting the most out of it. In this guide, we ll walk you through the case management system and all the awesome features that can help take your support to the next level. Table of Contents 1. Getting to Know Case Management 2. Case Filters: View Your Work -- Your Way 3. Labels: Keep Your Cases Organized 4. Macros: Speed Through Cases With Smart Shortcuts 5. Custom Fields: Add Information Unique to Your Business 6. Business Rules: Automate Your Support 7. Notifications for Cases: Real-Time Alerts for True Speed If you re unclear about anything in this quick guide, be sure to check out support.desk.com to learn more. You can also get in touch with the team at We are here to help you with whatever questions you may have. Alex Hisaka is a Content Marketer at Desk.com Follow her on Twitter

3 Getting to know Case Management Desk.com s Case Management is the engine of your support system. This is where you ll set up how you respond to the customer, manage your cases and track complete customer history. In this guide, we ll walk you through some key configurations that should be set up to help your team work even more efficiently in Desk.com. As you get more familiar with Desk.com, there are many customizations you can define on your own to optimize and personalize your use of Desk.com. To get to the Case Management tab 1. Go to (yoursite is the name of the Desk.com site you created). 2. Enter the and password you used to sign up for Desk.com. 3: Once logged in, you ll be automatically taken to the Agent Desktop. 4. You can get to the Admin Panel by clicking on the down arrow next to the word Agent at the top left of the screen. From the drop-down, choose Admin. 5. Click on Case Management. On the left hand side you ll see a list of case management features. We ll go over some key features that can help take your support to the next level. Let s start with case filters.

4 Case filters: view your work your way You ve probably seen the folders on the left-hand side of your Agent Desktop. These are filters. Filters are like folders and they re a great way for organizing your cases. You can see cases assigned just to you. You can see cases that haven t been resolved. You can even see all the VIP customers that haven t gotten a response in the past two hours. You can create as many filters as you like and make them available to individual agents or a group of agents. Desk.com comes with several default filters: oomy Unresolved Cases are cases that are assigned to you that are new, open or pending oounassigned Cases are unassigned cases with a status of new, open, or pending oomy Group s Unresolved Cases are cases that are assigned to your group that are new, open or pending ooall Unresolved Cases are cases that are new, open, or pending oorecently Updated Cases are cases assigned to you or your group that are new, open or pending updated in the last 24 hours

5 TO WOW, you must: You can add additional filters to organize your service give you more insight and flexibility with your cases. Adding a new filter is easy. In this example, we ll create a filter in Desk.com to display cases with a particular word in the title password. 1. Go to the Desk.com Admin click on Case Management 4 Filters 4 Add Filter. 2. You ll see a dialog like the one below once you add your filter. Enter the word password into the Keyword text field to match those cases having a subject line that includes password. 3. Click Enable. You ve created a filter to display cases with the keyword password. Next we ll walk you through Labels.

6 Labels: Keep your cases organized How to you mark a message that s both urgent and from a VIP customer? In Desk.com you can use labels to help you organize your cases into categories and you can add more than one label to a case. However you decide to mark the customer message more info, call back or awesome labels make it easy to track a case or a group of cases. Desk.com comes with seven default labels: ooabandoned Chats ooescalated ooexample oomore Info oonegative Feedback oofeedback oosample Macros Here s an example of how you can add a new label for an Issue. 1. To add a new label, simply click on the Add Label button. 2. Name the label and click Add. Make sure that the label is turned On so it shows in Desk.com. This means that if a customer writes with an Issue, you can apply this label to that particular case. Now that you ve created a label, here s how you apply it to a case. 3. Go to the Agent Dashboard and open one of your existing cases. 4. On the left hand side of the case is where the case information is displayed. 5. Under Labels click on the dropdown menu and select Issue. Congratulations! You ve just added a new label to a case.

7 Macros: Speed through cases with smart shortcuts Have you ever had to send the same response to customers when they ask you, how do I? Macros can help. Desk.com macros are shortcuts you can use to perform a series of actions in one click like setting a status or assigning a case to a group. Macros can even contain frequently-used text you write in advance or a custom signature for quicker replies. There are five default macros in Desk.com: oothanks for feedback + Resolve oomore info + Pending ooappreciation + Resolve oodisappointment + Pending ooescalate 1. Adding a macro is easy - just click on Add Macro and customize it to create your shortcut. 2. To apply a macro, open a case and click on the drop down menu under Apply Macro at the bottom of the screen. 3. Select the macro you want to use and click Update and Resolve to perform the action. You ve successfully created your first macro! Next we ll walk you through custom fields.

8 Custom Fields: Add information unique to your business Need to add more information about a case of a customer? Custom fields is a great way to add extra information so you know all there is to know about your customers. Custom fields can include bits of information like who the case was last saved by or what language does the customer speak. Let s go to the Agent Dashboard and open a case: On the left hand side is the case information that has three tabs: Case, Customer and Company. To add a custom field to your case tab: 1. Click on Case and select Custom Fields then click on the Add Field button. 2. Name your custom field, add a Key (a name without spaces) and a Data Type. 3. Click Update. To add a custom field to your customer tab: 1. Click on Customer and select Custom Fields then click on the Add Field button. 2. Add a Name, a Key and a Data Type just like before. 3. Click Update.

9 Business Rules: Automate your support Business rules automate how Desk.com treats cases and moves them towards resolution. Whether the rules are simple like assigning cases to a particular agent or complex like b ccing your CEO on VIP cases business rules can help you provide more effective service to your customers.rules only apply when an event occurs. Here s a list of rule events: oocase Created oocase Opened oocase Re-opened oocase Updated oocase Pending oocase Resolved oocase Closed ootime Rule: not event triggered but is executed every 15 min. One of the most powerful ways you can use Business Rules is to send an auto-reply to your customer letting them know you received their request. Here are the simple steps to set up an auto-acknowledgments. 1. Log in to the Desk.com admin and click on Channels 4 4 Auto-Acknowledgements. 2. Click on Add Template and name it My Auto-Reply. Then click Add. 3. To avoid the problem of sending your customer multiple s during the day if they submit multiple cases, you ll need to write an Inbound Interaction Rule to do the work. 4. Set up your inbound interaction rule by going to Case Management 4 Rules 4 Inbound Interaction. Then click Add Rule. 5. Now set up the conditions of your new rule. Activate the rule and you re all set! Now let s move on the notifications for cases. Your rule should look like this!

10 Notifications for cases: Real-time alerts for true speed Notifications are a great way to know in real-time when changes occur in a case so you can quickly respond to cases. The most common example of this action is to send an notification to an agent when a new case has been assigned. To create an notification, follow these steps: 1) Login to Desk.com admin, click Case Management and click Notifications. 2) Click Add Template to create a new template. 3) Enter a name for the template and click the Add button. 4) On the left hand side click on Rules then click Case Updated. Click the Add Rule button. 5) Configure your rule like this: That s it - you ve created an notification in Desk.com! Congratulations! You ve now learned about the Case Management system in Desk.com and all the awesome features that can take your support to the next level.. If you want to learn how to create a self-service help center check out our other guide The Support Center: Where Customers Help Themselves where you can learn how to customize your support center, create Knowledge Base articles, and manage your Question and Answers.

Overview. Table of Contents. isupport Incident Management

Overview. Table of Contents. isupport Incident Management Overview The isupport software is a powerful and flexible help desk/desktop support solution used by San José State to manage information technology tickets, or incidents. While isupport has many tools

More information

Helpdesk manual. Version: 1.1

Helpdesk manual. Version: 1.1 Version: 1.1 Date: 06-May-2014 Introduction Once a new system has been delivered, or an update has taken place, issues could occur, questions raised and new functionality needed. You can register these

More information

Help Desk Documentation

Help Desk Documentation Help Desk Documentation Welcome Submitting a Request Online Submitting a Request via Email Copying Other Users on Your Requests Creating an Account 5 Accessing Your Account 6 Tracking the Progress of a

More information

NextGen Setup Guide First-time Workstation Setup & Logging In

NextGen Setup Guide First-time Workstation Setup & Logging In This guide will help you get setup on NextGen for the first time you log onto a City or SBC computer. It will also help if you are a first-time user and need to create your password. I. Setting up Desktop

More information

ManageEngine ServiceDesk Plus. The new Copper Mountain College Helpdesk System

ManageEngine ServiceDesk Plus. The new Copper Mountain College Helpdesk System ManageEngine ServiceDesk Plus The new Copper Mountain College Helpdesk System Why do we have it? To make repair and service requests with the I.S. Department. To keep a history of all of your requests.

More information

PS-Help Desk Customer Manual

PS-Help Desk Customer Manual P R O G E S S S O F T C O R P O R A T I O N E N V I S I O N P U R S U E A C T U A L I Z E ProgressSoft Corp. PS-Help Desk Customer Manual Version: 2.1 Date: December 1, 2010 T a b l e o f C o n t e n t

More information

DeskPRO Helpdesk Software: Agent Interface Quick Start Guide

DeskPRO Helpdesk Software: Agent Interface Quick Start Guide support@deskpro.com DeskPRO Helpdesk Software: Agent Interface Quick Start Guide The DeskPRO helpdesk platform is designed to make it easy to handle problems and questions from your users. Your helpdesk

More information

The Peer Reviewer s Guide to Editorial Manager

The Peer Reviewer s Guide to Editorial Manager The Peer Reviewer s Guide to Editorial Manager Registering with EM The Register option is found in the main toolbar. New users simply click on REGISTER. [Note: You may have been proxy registered as a review

More information

What s New in Ifbyphone Version 3.2?

What s New in Ifbyphone Version 3.2? What s New in Ifbyphone Version 3.2? Ifbyphone Version 3.2 includes a variety of new and improved applications and features. We ve integrated your feedback into enhancements including new Home Page Dashboards,

More information

ExDesk s Quick Start Account Configuration Guide

ExDesk s Quick Start Account Configuration Guide ExDesk s Quick Start Account Configuration Guide 1. Some Quick Definitions 2. Account Creation 3. The Decisions 4. Customizing your ExDesk account 5. Creating Admins 6. Creating additional Clients 7. Sharing

More information

Outlook Profile Setup Guide Exchange 2010 Quick Start and Detailed Instructions

Outlook Profile Setup Guide Exchange 2010 Quick Start and Detailed Instructions HOSTING Administrator Control Panel / Quick Reference Guide Page 1 of 9 Outlook Profile Setup Guide Exchange 2010 Quick Start and Detailed Instructions Exchange 2010 Outlook Profile Setup Page 2 of 9 Exchange

More information

Policy Based Encryption Gateway. Administration Guide

Policy Based Encryption Gateway. Administration Guide Policy Based Encryption Gateway Administration Guide Policy Based Encryption Gateway Admin Guide 1 Contents Description of Policy Based Encryption... 2 Policy Based Encryption and Email Content Control...

More information

Technology Helpdesk Guide for End Users

Technology Helpdesk Guide for End Users Technology Helpdesk Guide for End Users Contents Helpdesk Overview... 2 What is the Helpdesk:... 2 When to Create a Helpdesk:... 2 Need to know parts of the Helpdesk System:... 2 Helpdesk Login/Menu Page:...

More information

IT Service Manager Agent Guide

IT Service Manager Agent Guide IT Service Manager Agent Guide Issue Training - Online Tutorials & Guides http://www.it.northwestern.edu/service-manager/ IT Service Manager Login Page https://itsm-fp.northwestern.edu/footprints/ Contents

More information

USER GUIDE. 2013 VMware, Inc. Web: socialcast.com Twitter: @socialcast

USER GUIDE. 2013 VMware, Inc. Web: socialcast.com Twitter: @socialcast 2013 VMware, Inc. Web: socialcast.com Twitter: @socialcast Table of Contents GET STARTED 1 Edit Your Profile 1 Select Notifications Preferences 2 Change Your Password 2 Invite Others to Your Community

More information

Site Administrator Guide

Site Administrator Guide Site Administrator Guide Trademark Notice Blackboard, the Blackboard logos, and the unique trade dress of Blackboard are the trademarks, service marks, trade dress and logos of Blackboard, Inc. All other

More information

Direct Connect for Marketo. Your Guide to CallRail s integration with Marketo

Direct Connect for Marketo. Your Guide to CallRail s integration with Marketo Direct Connect for Marketo Your Guide to CallRail s integration with Marketo Contents What is CallRail? 3 What does CallRail s Direct Connect with Marketo provide? 3 What you need to get started with the

More information

User Guide BMC Remedy Support System

User Guide BMC Remedy Support System United Arab Emirates Federal Authority For Government Human Resources User Guide BMC Remedy Support System User Guide BMC Remedy Support System Releases: Bayanati Self-Service User Guide Version 1.0 Bayanati

More information

Process Document Campus Community: Create Communication Template. Document Generation Date 7/8/2009 Last Changed by Status

Process Document Campus Community: Create Communication Template. Document Generation Date 7/8/2009 Last Changed by Status Document Generation Date 7/8/2009 Last Changed by Status Final System Office Create Communication Template Concept If you frequently send the same Message Center communication to selected students, you

More information

Argos Creating Labels with Word 2007

Argos Creating Labels with Word 2007 Argos Creating Labels with Word 2007 This document explains how create mailing labels using Argos. For information about Argos, refer to the document, Argos for Typical Users. There are two (2) basic steps

More information

IT Service Desk Manual Ver. 2.0. Document Prepared By: IT Department. Page 1 of 12

IT Service Desk Manual Ver. 2.0. Document Prepared By: IT Department. Page 1 of 12 Document Prepared By: Page 1 of 12 INDEX 1. Introduction. 3 2. Home Page..... 4 2.1 My Request Summary..... 4 2.2 Announcement....... 5 2.3 Submit your Request...... 5 2.4 Report a Problem...... 6 2.5

More information

And be taken to the Update My Information page (See Updating your My Information on page 2)

And be taken to the Update My Information page (See Updating your My Information on page 2) AUTHOR LOGIN AND UPDATING MY INFORMATION Please do not print this document as it is subject to continuous revision. The latest version will always be available here: Please submit any feedback to John.Day@rcni.com

More information

Using Rackspace Webmail

Using Rackspace Webmail Using Rackspace Webmail Contents 1. Logging into Rackspace Webmail... 1 2. Add/Change your Signature... 2 3. Configure audible notifications... 5 4. Manage Auto-Reply ( Out of Office /Vacation responder)...

More information

And be taken to the Update My Information page (See Updating your My Information on page 2)

And be taken to the Update My Information page (See Updating your My Information on page 2) REVIEWER LOGIN AND UPDATING MY INFORMATION Please do not print this document as it is subject to continuous revision. The latest version will always be available here: http://rcnpublishing.com/userimages/contenteditor/1378985279637/reviewer-login-and-updating-

More information

Client Helpdesk Version 1.0.0. Customer Support Portal Login procedures 1. CAD Services Ltd

Client Helpdesk Version 1.0.0. Customer Support Portal Login procedures 1. CAD Services Ltd CAD Services Limited Client Helpdesk Version 1.0.0 1 Introduction The purpose of the helpdesk is to provide a central location for our Customers to interact with CAD Services Staff to resolve any problems,

More information

Stage One - Applying For an Assent Remote Access Login

Stage One - Applying For an Assent Remote Access Login Trading From Home or Other Remote Locations The incredibly fast, feature rich, reliable Assent trading platform can be accessed from one of Assent s many branch locations, or from your home or other locations.

More information

Integrating ConnectWise Service Desk Ticketing with the Cisco OnPlus Portal

Integrating ConnectWise Service Desk Ticketing with the Cisco OnPlus Portal Integrating ConnectWise Service Desk Ticketing with the Cisco OnPlus Portal This Application Note explains how to configure ConnectWise PSA (Professional Service Automation) application settings and Cisco

More information

isupport 15 Release Notes

isupport 15 Release Notes isupport 15 Release Notes This document includes new features, changes, and fixes in isupport v15. The Readme.txt file included with the download includes a list of known issues. New Features in isupport

More information

LiveText for Salesforce Quick Start Guide

LiveText for Salesforce Quick Start Guide LiveText for Salesforce Quick Start Guide (C) 2014 HEYWIRE BUSINESS ALL RIGHTS RESERVED LiveText for Salesforce Quick Start Guide Table of Contents Who should be looking at this document... 3 Software

More information

ArcGIS 10.2 Student Version Installation Instructions

ArcGIS 10.2 Student Version Installation Instructions ArcGIS 10.2 Student Version Installation Instructions 1. Open a web browser and go to: http://www.esri.com/landing-pages/software/arcgis/arcgis-desktop-studenttrial 2. Next, enter your Esri Global Account

More information

Remedy Quick Start Guide

Remedy Quick Start Guide Remedy Quick Start Guide Remedy 7 is a workflow tool for managing requests and their resolution. It is available to subscribed departments at NYU. This guide will introduce you to the basic layout and

More information

Microsoft Lync TM Order & Provisioning. Admin Guide

Microsoft Lync TM Order & Provisioning. Admin Guide Microsoft Lync TM Order & Provisioning Admin Guide Microsoft Lync Ordering & Provisioning Admin Guide i Contents I. Provisioning Lync for Current Customers... 1 Ordering Lync for Customer Accounts... 1

More information

Using the jmrdesign Service Desk

Using the jmrdesign Service Desk The jmrdesign Service Desk provides supported client users with a more comprehensive resource and easier to use interface. The jmrdesign Service Desk is designed to increase the efficiency and reduce the

More information

Contact Center Anywhere: Supervision Manager (SM) Overview

Contact Center Anywhere: Supervision Manager (SM) Overview Contact Center Anywhere: Supervision Manager (SM) Overview Supervision Manager Overview The majority of all Call Center expenses revolve around people. The ability to more effectively manage the people

More information

GiftWorks Online Donations

GiftWorks Online Donations GiftWorks Online Donations Getting Started GiftWorks Online Donations delivers a fast, convenient tool for accepting online donations (through your website or through an email link) and downloading those

More information

Outlook Web Access. PRECEDED by v\

Outlook Web Access. PRECEDED by v\ Outlook Web Access Logging in to OWA (Outlook Web Access) from Home 1. Login page http://mail.vernonct.org/exchange 2. To avoid these steps each time you login, you can add the login page to your favorites.

More information

Policy Based Encryption Gateway. Administration Guide

Policy Based Encryption Gateway. Administration Guide Policy Based Encryption Gateway Administration Guide Document Revision Date: Sept. 11, 2012 Policy Based Encryption Gateway Admin Guide i Contents Description of Policy Based Encryption... 1 Policy Based

More information

Gmail setup for administrators

Gmail setup for administrators Gmail setup for administrators In this guide 1. Turn on features in your Admin console 2. Import your old emails 3. Use labels and search 4. Add your signature 5. Use Gmail with a secondary email address

More information

User Manual for Web. Help Desk Authority 9.0

User Manual for Web. Help Desk Authority 9.0 User Manual for Web Help Desk Authority 9.0 2011ScriptLogic Corporation ALL RIGHTS RESERVED. ScriptLogic, the ScriptLogic logo and Point,Click,Done! are trademarks and registered trademarks of ScriptLogic

More information

Tour of Outlook Web App (OWA)

Tour of Outlook Web App (OWA) Tour of Outlook Web App (OWA) How to navigate and use Outlook Web App. (On Exchange 2010 mailserver) Operating System Tags: Windows XP Windows Vista/7 MacOS X Keyword Tags: Email Internet Exchange Email

More information

LiveText Agent for Salesforce Installation Guide

LiveText Agent for Salesforce Installation Guide LiveText Agent for Salesforce Installation Guide (C) 2015 HEYWIRE ALL RIGHTS RESERVED LiveText Agent for Salesforce Installation Guide Table of Contents Who should be looking at this document... 3 Software

More information

MicroStrategy Quick Guide: Reconciliation Expense Report. Contents

MicroStrategy Quick Guide: Reconciliation Expense Report. Contents MicroStrategy Quick Guide: Reconciliation Expense Report Contents Log In, Navigate to Dashboard... 2 Review Budget in Dashboard... 4 Re-Prompt Dashboard... 4 Export Summary Budget to Excel... 5 Open Reconciliation

More information

Oasis-CRM Your True Total Business Solution. Customer-Care Center Work Order Management Center WORK ORDER MANAGEMENT CENTER:

Oasis-CRM Your True Total Business Solution. Customer-Care Center Work Order Management Center WORK ORDER MANAGEMENT CENTER: Customer-Care Center Work Order Management Center WORK ORDER MANAGEMENT CENTER: The Oasis CRM Support module is a very powerful tool for generating issues; tracking them through the process; invoicing

More information

JIRA RAID User Manual

JIRA RAID User Manual JIRA RAID User Manual CONTENTS 1 OBJECTIVE... 3 2 INTRODUCTION... 4 3 RISK ISSUE TYPE TEMPLATE... 4 3.1 CREATE ISSUE SCREEN... 4 3.2 VIEW ISSUE SCREEN AFTER REQUIREMENTS CAPTURED AND ISSUE CREATED... 13

More information

Getting Started with the DCHR Service Desk. District Service Management Program

Getting Started with the DCHR Service Desk. District Service Management Program Getting Started with the DCHR Service Desk District Service Management Program October 30, 2008 Contacting the District Service Management Group You can access the District Service Management group s website

More information

Virtual Office Remote Installation Guide

Virtual Office Remote Installation Guide Virtual Office Remote Installation Guide Table of Contents VIRTUAL OFFICE REMOTE INSTALLATION GUIDE... 3 UNIVERSAL PRINTER CONFIGURATION INSTRUCTIONS... 12 CHANGING DEFAULT PRINTERS ON LOCAL SYSTEM...

More information

Analyst Guide for Request Support -- Incident/Service Request

Analyst Guide for Request Support -- Incident/Service Request Analyst Guide for Request Support -- Incident/Service Request Login... 3 Information Questions/Report Issues... 3 LANDesk Web Desk Toolbar... 3 Dashboard Information... 4 Ticket Statuses... 4 Search Functionality...

More information

Kaseya 2. User Guide. Version 1.0

Kaseya 2. User Guide. Version 1.0 Kaseya 2 Kaseya Service Desk User Guide Version 1.0 April 19, 2011 About Kaseya Kaseya is a global provider of IT automation software for IT Solution Providers and Public and Private Sector IT organizations.

More information

Getting Started Guide For Students

Getting Started Guide For Students Blackboard Learn 9.1 Getting Started Guide For Students Created by the Oregon Tech Online staff Opening Blackboard Web Address: Login to MyOIT or go directly to Blackboard at http://online.oit.edu Username

More information

CRM Solutions Experts. mogo mobile

CRM Solutions Experts. mogo mobile CRM Solutions Experts mogo mobile 1 mogo mobile - truly mobile CRM Intuitive UI mogo doesn t just replicate your CRM s UI in a small mobile device screen. mogo utilizes the UI of the mobile device that

More information

Hosted PBX Call Control Toolbar Guide

Hosted PBX Call Control Toolbar Guide Hosted PBX Call Control Toolbar Guide 10/15/2014 TELEPACIFIC CALL CONTROL TOOLBAR Call Control Toolbar in IE or Firefox: Call Control Toolbar in Outlook 2010: Log In and Log Out To log in, click Login.

More information

IT Quick Reference Guides Sharing, Delegation and Multiple Accounts

IT Quick Reference Guides Sharing, Delegation and Multiple Accounts IT Quick Reference Guides Sharing, Delegation and Multiple Accounts Outlook 2010 Guides This guide is meant as a mini-manual for using shared accounts, mailboxes and calendars in Outlook 2010. This is

More information

Guidelines for Using the Web Help Desk

Guidelines for Using the Web Help Desk Guidelines for Using the Web Help Desk Technology Department 7/15/2013 The purpose of this document is to provide guidance on how to navigate the School Association for Special Education in DuPage County

More information

Table of Contents. (Click on a lesson to jump to it.) Lesson 1: What is eedge. Lesson 2: Activating eedge. Lesson 3: eedge Set-Up.

Table of Contents. (Click on a lesson to jump to it.) Lesson 1: What is eedge. Lesson 2: Activating eedge. Lesson 3: eedge Set-Up. Quickstart Guide Table of Contents (Click on a lesson to jump to it.) Lesson 1: What is eedge What is eedge Your eedge Control Panel If You Need Help 5 Daily eedge Actions Lesson 2: Activating eedge Activating

More information

Admin Reference Guide. PinPoint Document Management System

Admin Reference Guide. PinPoint Document Management System Admin Reference Guide PinPoint Document Management System 1 Contents Introduction... 2 Managing Departments... 3 Managing Languages... 4 Managing Users... 5 Managing User Groups... 7 Managing Tags... 9

More information

EMCAP Pilot User Guide For Novell GroupWise

EMCAP Pilot User Guide For Novell GroupWise EMCAP Pilot User Guide For Novell GroupWise North Carolina Department of Cultural Resources Government Records Branch E mail Collection and Preservation Tool Grant July 2008 Part 1: Set up Contents Introduction...

More information

Cloudfinder for Office 365 User Guide. November 2013

Cloudfinder for Office 365 User Guide. November 2013 1 Contents Getting started with Cloudfinder for Office 365 1... 3 Sign up New Cloudfinder user... 3 Sign up Existing Cloudfinder user... 4 Setting the Admin Impersonation... 4 Initial backup... 7 Inside

More information

Help Desk Web User Guide

Help Desk Web User Guide Help Desk Web User Guide 1 P age Contents Create an Incident... 3 Classifying Category... 3 Describe Incident Request... 3 Add Attachments to the Request... 4 Requests... 4 Request List View... 5 Modes

More information

Getting Started with University Gmail

Getting Started with University Gmail Getting Started with University Gmail USER GUIDE V1.0 User Services IT Services University of Malta 2013 User Services IT Services University of Malta Msida MSD 2080 Malta May only be reproduced with permission

More information

This guide is to help you get started with Live Chat Support. If you have any additional questions after reading this guide, please chat with us at

This guide is to help you get started with Live Chat Support. If you have any additional questions after reading this guide, please chat with us at This guide is to help you get started with Live Chat Support. If you have any additional questions after reading this guide, please chat with us at www.socialintents.com or email us at support@socialintents.com.

More information

Gravity Forms: Creating a Form

Gravity Forms: Creating a Form Gravity Forms: Creating a Form 1. To create a Gravity Form, you must be logged in as an Administrator. This is accomplished by going to http://your_url/wp- login.php. 2. On the login screen, enter your

More information

Outlook Web Access User Guide

Outlook Web Access User Guide Table of Contents Title Page How to login...3 Create a new message/send attachment...5 Remove the reading pane...10 Calendar functions...11 Distribution lists...11 Contacts list...13 Tasks...18 Options...19

More information

Remedy ITSM Service Request Management Quick Start Guide

Remedy ITSM Service Request Management Quick Start Guide Remedy ITSM Service Request Management Quick Start Guide Table of Contents 1.0 Getting Started With Remedy s Service Request Management. 3 2.0 Submitting a Service Request.7 3.0 Updating a Service Request

More information

OUTLOOK 2013 - GETTING STARTED

OUTLOOK 2013 - GETTING STARTED OUTLOOK 2013 - GETTING STARTED Information Technology September 1, 2014 1 GETTING STARTED IN OUTLOOK 2013 Backstage View Ribbon Navigation Pane View Pane Navigation Bar Reading Pane 2 Backstage View contains

More information

1 CoverMyMeds User s Guide User s Guide

1 CoverMyMeds User s Guide User s Guide 1 CoverMyMeds User s Guide User s Guide 2 CoverMyMeds User s Guide TABLE OF CONTENTS Overview 3 Starting a Request 3 Using a Key 4 Completing the Request 5 Address Books 5 Required and Important Tags 5

More information

ParishSOFT Remote Installation

ParishSOFT Remote Installation Table of Contents Setting up Remote Solution Windows 7 or Vista... 1 Connecting to ParishSOFT... 1 Accessing Your database... 3 Switching to your parish database... 4 Setting up Accounts for users... 5

More information

smarshencrypt User s Guide

smarshencrypt User s Guide Versions Addressed: smarshencrypt 2.0 Document Updated: 7/30/2010 Copyright 2010 Smarsh, Inc. All rights Purpose: This document will guide the end user in receiving and viewing smarshencrypt secure messages.

More information

Outlook Email. User Guide IS TRAINING CENTER. 833 Chestnut St, Suite 600. Philadelphia, PA 19107 215-503-7500

Outlook Email. User Guide IS TRAINING CENTER. 833 Chestnut St, Suite 600. Philadelphia, PA 19107 215-503-7500 Outlook Email User Guide IS TRAINING CENTER 833 Chestnut St, Suite 600 Philadelphia, PA 19107 215-503-7500 This page intentionally left blank. TABLE OF CONTENTS Getting Started... 3 Opening Outlook...

More information

Online Statements. About this guide. Important information

Online Statements. About this guide. Important information Online Statements About this guide This guide shows you how to: View online statements, including CommBiz Activity Statements (Billing summaries) and online statements for Transaction Accounts, Credit

More information

The following are two things that cannot be done with a lead until it has been converted to a prospect or account:

The following are two things that cannot be done with a lead until it has been converted to a prospect or account: Customer Management Work with the Leads Database & Lead Entry The Oasis-CRM Leads Database is quarantined from the main Oasis-CRM accounts and contacts database until they are converted to a prospect or

More information

Salesforce ExactTarget Marketing Cloud Radian6 Mobile User Guide

Salesforce ExactTarget Marketing Cloud Radian6 Mobile User Guide Salesforce ExactTarget Marketing Cloud Radian6 Mobile User Guide 7/14/2014 Table of Contents Get Started Download the Radian6 Mobile App Log In to Radian6 Mobile Set up a Quick Search Navigate the Quick

More information

V-Requester Add-in for Microsoft Outlook

V-Requester Add-in for Microsoft Outlook V-Requester Add-in for Microsoft Outlook User Guide This document will guide in configuring and using the V-Requester for Microsoft Outlook. Copyright 2014 V-Link http://www.vlink.is Page 1 Contents Introduction...

More information

Table of Contents INTRODUCTION... 2 HOME PAGE... 3. Announcements... 7 Personalize & Change Password... 8 Reminders... 9 SERVICE CATALOG...

Table of Contents INTRODUCTION... 2 HOME PAGE... 3. Announcements... 7 Personalize & Change Password... 8 Reminders... 9 SERVICE CATALOG... Table of Contents INTRODUCTION... 2 HOME PAGE... 3 Announcements... 7 Personalize & Change Password... 8 Reminders... 9 SERVICE CATALOG... 11 Raising a Service Request... 12 Edit the Service Request...

More information

How to install and use the File Sharing Outlook Plugin

How to install and use the File Sharing Outlook Plugin How to install and use the File Sharing Outlook Plugin Thank you for purchasing Green House Data File Sharing. This guide will show you how to install and configure the Outlook Plugin on your desktop.

More information

Integrating Autotask Service Desk Ticketing with the Cisco OnPlus Portal

Integrating Autotask Service Desk Ticketing with the Cisco OnPlus Portal Integrating Autotask Service Desk Ticketing with the Cisco OnPlus Portal This Application Note provides instructions for configuring Apps settings on the Cisco OnPlus Portal and Autotask application settings

More information

Unicenter Service Desk v11 (USD) Training Materials for Analysts

Unicenter Service Desk v11 (USD) Training Materials for Analysts Unicenter Service Desk v11 (USD) Training Materials for Analysts 1 Table of Contents Introduction... 3 Logging In as an Analyst... 4 Reading the Scoreboard... 5 My Requests...5 Viewing My Group Unassigned

More information

TAMUS Terminal Server Setup BPP SQL/Alva

TAMUS Terminal Server Setup BPP SQL/Alva We have a new method of connecting to the databases that does not involve using the Texas A&M campus VPN. The new way of gaining access is via Remote Desktop software to a terminal server running here

More information

Recruitment Management System (RMS) User Manual

Recruitment Management System (RMS) User Manual Recruitment Management System (RMS) User Manual Contents Chapter 1 What is Recruitment Management System (RMS)? 2 Chapter 2 Login/ Logout RMS Chapter 3 Post Jobs Chapter 4 Manage Jobs Chapter 5 Manage

More information

Once you ve signed up, all you ll have to do is sign in. To sign in key in your e-mail address and password.

Once you ve signed up, all you ll have to do is sign in. To sign in key in your e-mail address and password. (1) www.marketwatch.com (2) Sign up for free membership. Pick one option. A. Click Free membership link. B. Click My Portfolios tab. C. Left column, at the bottom, click Join now! A B C Once you ve signed

More information

Polar Help Desk 4.1. User s Guide

Polar Help Desk 4.1. User s Guide Polar Help Desk 4.1 User s Guide Copyright (legal information) Copyright Polar 1995-2005. All rights reserved. The information contained in this document is proprietary to Polar and may not be used or

More information

Marketo GoToWebinar Adapter. User Guide Version 3.5

Marketo GoToWebinar Adapter. User Guide Version 3.5 Marketo GoToWebinar Adapter User Guide Version 3.5 CONTENTS EVENT INTEGRATION OVERVIEW... 3 BEFORE YOU BEGIN... 4 REQUIREMENTS... 4 HOW TO CREATE AN EVENT IN MARKETO WITH A GOTOWEBINAR INTEGRATION... 4

More information

Login/ Logout RMS Employer Login Go to Employer and enter your username and password in the Employer Login section. Click on the LOGIN NOW button.

Login/ Logout RMS Employer Login Go to Employer and enter your username and password in the Employer Login section. Click on the LOGIN NOW button. Recruitment Management System Version 8 User Guide What is Recruitment Management System (RMS)? Recruitment Management System (RMS) is an online recruitment system which can be accessed by corporate recruiters

More information

DOMAIN CENTRAL HOSTING EMAIL

DOMAIN CENTRAL HOSTING EMAIL Welcome to our hosting services, we have created the following documents to help you get up and running as quickly as possible. If at any stage you encounter difficulties, you are welcome to send a help

More information

Introduction to ilab Solutions for VUMC Users

Introduction to ilab Solutions for VUMC Users Introduction to ilab Solutions for VUMC Users (VUMC PIs, Lab Managers, and Lab Members) Table of Contents Account Access & Login Credentials... 2 Account Registration for First-time Users... 2 Accessing

More information

Guidelines for Using the Web Help Desk

Guidelines for Using the Web Help Desk BURBANK SCHOOL DISTRICT 111 Guidelines for Using the Web Help Desk Technology Department 1/7/2013 The purpose of this document is to provide guidance on how to navigate the Burbank School District 111

More information

Assistant-Enterprise Toolbar Go to http://www.vc3.com/support/pages/voiceadvantage-guides.aspx to access the toolbar download.

Assistant-Enterprise Toolbar Go to http://www.vc3.com/support/pages/voiceadvantage-guides.aspx to access the toolbar download. Assistant-Enterprise Toolbar Go to http://www.vc3.com/support/pages/voiceadvantage-guides.aspx to access the toolbar download. Assistant Enterprise Toolbar in Internet Explorer: Assistant Enterprise Toolbar

More information

Introduction... 4. Purpose... 4 Scope... 4 Manitoba ehealth Incident Management... 4 Icons... 4

Introduction... 4. Purpose... 4 Scope... 4 Manitoba ehealth Incident Management... 4 Icons... 4 Remedy Incident Management Version 3.0 Modified: 08/20/2015 TABLE OF CONTENTS Introduction... 4 Purpose... 4 Scope... 4 Manitoba ehealth Incident Management... 4 Icons... 4 Incident Stages Overview...

More information

Information Clicking the blue I next to each account will present you with connection and download information.

Information Clicking the blue I next to each account will present you with connection and download information. Service Manager Our Service Manager is part of the ExchangeDefender support portal as a central hub of control for ordering and managing the majority of our services. Once you log into our support portal

More information

Quick Start Guide. Installation and Setup

Quick Start Guide. Installation and Setup Quick Start Guide Installation and Setup Introduction Velaro s live help and survey management system provides an exciting new way to engage your customers and website visitors. While adding any new technology

More information

MY EWU PORTAL FEATURES AND BENEFITS. Promotion of the Eastern brand name

MY EWU PORTAL FEATURES AND BENEFITS. Promotion of the Eastern brand name MY EWU PORTAL The My EWU web portal is an interactive website that provides single sign-on access to different EWU information and services. Content is based on your role or roles for example; student,

More information

7.0 Wireless Mobile Guide

7.0 Wireless Mobile Guide 7.0 Wireless Mobile Guide Copyright 2010 Sage Technologies Limited, publisher of this work. All rights reserved. No part of this documentation may be copied, photocopied, reproduced, translated, microfilmed,

More information

Mobile Collaborative Search App

Mobile Collaborative Search App Mobile Collaborative Search App Setting up your agent-branded Mobile Collaborative Search Setup your agent-branded Mobile Collaborative Search and begin inviting clients today! Getting started * For ios

More information

Setting up Sharp MX-Color Imagers for Inbound Fax Routing to Email or Network Folder

Setting up Sharp MX-Color Imagers for Inbound Fax Routing to Email or Network Folder Setting up Sharp MX-Color Imagers for Inbound Fax Routing to Email or Network Folder MX-2300, MX-2600, MX-2700, MX-3100, MX-3501, MX-4501, MX-5500, MX-6200, MX-6201, MX-7000, MX-7001, *MX-M850, *MX-M950,

More information

Set Up and Maintain Customer Support Tools

Set Up and Maintain Customer Support Tools Set Up and Maintain Customer Support Tools Salesforce, Winter 16 @salesforcedocs Last updated: December 10, 2015 Copyright 2000 2015 salesforce.com, inc. All rights reserved. Salesforce is a registered

More information

Easy Social Media Management with Hootsuite

Easy Social Media Management with Hootsuite Easy Social Media Management with Hootsuite Hootsuite is the largest social media integration and management platform on the Internet. It has sent over 700 million messages to date and has over 3 million

More information

CA Service Desk Manager (SDM) r12.6 SDM Basic Navigation and Functionality

CA Service Desk Manager (SDM) r12.6 SDM Basic Navigation and Functionality CA Service Desk Manager (SDM) r12.6 SDM Basic Navigation and Functionality Analyst Training Last Updated: February 4, 2013 Created by: Administrative Information Technology Services (AITS) University of

More information

Quote Upload and Estimates Tool (QUE)

Quote Upload and Estimates Tool (QUE) Quote Upload and Estimates Tool (QUE) Smart Care Estimates Tool V1.7 UPDATED: March 17, 2011 Copyright Cisco systems, Inc. All rights reserved Page: 1 TABLE OF CONTENTS ABOUT THIS DOCUMENT...4 INTRODUCTION...4

More information

A Lead is a record of a short or long term sale possibility. Note: In Selltis, a Lead is an Activity Log with the Purpose set as Lead

A Lead is a record of a short or long term sale possibility. Note: In Selltis, a Lead is an Activity Log with the Purpose set as Lead Learning Objectives A Lead is a record of a short or long term sale possibility. Note: In Selltis, a Lead is an Activity Log with the Purpose set as Lead Leads are very important Selltis forms because,

More information

Online Appointment Tracking System (OATS) Division/Department Admin User Reference Guide

Online Appointment Tracking System (OATS) Division/Department Admin User Reference Guide Online Appointment Tracking System (OATS) Division/Department Admin User Reference Guide PGME Office Revised December 2015 Table of Contents Online Appointment Tracking System: Access & Responsibilities...

More information

TEAM 1-5.3a Introduction to Outlook Web Access (OWA) 2010

TEAM 1-5.3a Introduction to Outlook Web Access (OWA) 2010 Introduction to Outlook Web Access (OWA) 2010 2 TEAM 1-5.3a Introduction to Outlook Web Access (OWA) 2010 Table of Contents Introduction... 3 What s New in OWA 2010... 4 Accessing Your Exchange Account

More information