NETKEEPER Help Desk software For Service and Support Evaluation Manual

Transcription

1 NETKEEPER Help Desk software For Service and Support Evaluation Manual Multima Corporation

2 Copyright and Trademark Copyright 2005 Multima Corporation, All Rights Reserved Text and art copyright by Multima Corporation. All Rights Reserved. No part of this book may be reproduced or transmitted in any form, by any means (electronic, photocopying, recording or otherwise) without prior written permission of Multima Corporation. NetKeeper is a Registered Trademark of Multima Corporation. All Rights Reserved Worldwide. SolutionsKeeper is a copyright of Multima Corporation and may not be reproduced in any form. All rights reserved wordwide. Revision Printed in the United States of America MULTIMA CORPORATION Tel:

3 Index Introduction 5 About Evaluation Manual 7 Overview 9 Features 10 Installation 15 Requirements 16 Quick Tour 19 Important Concepts 20 Topics in Evaluation 23 Start NetKeeper 24 Open a Service Call 25 Enter a Service Call 26 Support Other Sites 27 Assign the Call 28 Tabs 30 Attachments 31 Service Call Menu 32 Solve the Service Call with SolutionsKeeper 33 Page Tech 35 Wizard 36 Queues 37 ToDos 38 Complete the Call 39 Reports 40 Supercase 41 Contacts 43 Organizations 44 Purchase Orders 47 Create a Purchase Order 48 Inventory 52 Advanced Topics

4 NetKeeper Ad-Ons 59 NetKeeper Comparison Chart 63 4

5 Introduction Welcome to NETKEEPER NetKeeper is a full-featured help desk solution that is ready to run right out of the box. NetKeeper gives you the capability of quickly and effectively tracking all your service requests and provides you with information to help you close most cases while your client or user is still on the telephone. You can use NetKeeper in a single user installation or in a multi user, multi site installation. NetKeeper will grow as your organization grows. This manual will give you an introduction to NetKeeper - a full corporate Help Desk that is easy to use, fast and cost effective. 5

6 THE PERFECT SOLUTION FOR DISTRIBUTED, MULTI-SITE CORPORATE HELP DESKS Answer It! NetKeeper can record a case as fast as you can answer the telephone. Solve It! NetKeeper gives you access to: resolution data inventory data configuration history data extensive notes for each case data that you need to quickly solve cases Close It! NetKeeper automatically saves the case history and time statistics every time you close a case. Do It Quickly! That s why you need NetKeeper to run your Help Desk successfully. 6

7 About the Evaluation Manual Multima Corporation is pleased to extend to you the opportunity to evaluate NetKeeper. The evaluation program will give you a good overview of the versatility of NetKeeper and the program s features. The evaluation database is the full program with some limitations. The evaluation version allows you to enter a limited but sufficient amount of data into the program. If you chose NetKeeper as your help desk solution, any data entered in the evaluation version can be automatically transferred to the full version. The evaluation does not include the and alpha-paging console that is part of the full program. Upon completion of the evaluation, you should have a good understanding of NetKeeper s capabilities. The complete NetKeeper solution has far more functionality than can be shown in this evaluation. Do not hesitate to request more information from Multima Corporation or your software consultant. 7

8 Contact Multima Corporation We are firmly dedicated to giving our customers and prospective customers superior service and support. Visit the Top FAQ site that is automatically generated by NetKeeper: Request on line support: Telephone us:

9 Overview NetKeeper is a suite of integrated software programs to automate and manage contacts, inventory and service request. NetKeeper s highly integrated programs consolidate all information in one database for quick and easy access. NetKeeper is ideal for organizations both large and small. NetKeeper is scalable. You can start with a small help desk and add more technician or other NetKeeper modules at any time. You can update, add NetKeeper programs and customize the program all without downing the server. NetKeeper s thin client design requires little maintenance and makes for easy upgrading. NetKeeper will support external customers with cost effective tools for self service and automation. NetKeeper also gives superior internal support for your network. NetKeeper integrates with NetKeeper Express, automatic LAN inventory of hardware and software, in real time. You have all the information you need for superior LAN support. 9

10 Some features to look for: 1. Separate Data Files NetKeeper is unique among help desk programs. NetKeeper allows data partitioning. You can run many separate help desks with separate data files for requests, solutions, contacts etc and give the central help desk or administrator access to all the files from all the help desks. 2. Security and Access Levels NetKeeper has an advanced security system. NetKeeper provides screen level security as well as area level security. The Administrator can create security access levels to assign access right to individual screens. A staff member can be a member of one or more access levels or groups. Each access level defines the rights to access one or more screens. An access level can also be used to deny access to one or more screens. You can assign VIEW, CHANGE, DELETE and DENY rights to the group or staff member. 3. Full three-tier organization system NetKeeper is a full three system that is ideal for multi company or multi departmental support. The tiers are customizable. You can rename the tiers, change the order of the tiers or only use one tier. Tier one is usually company, tier two is usually a department and tier three is usually contacts. You can use one, two or all three tiers. 4. Fully customizable screens. You can modify any screen, any control. You can customize the screens to your needs and the changes will survive version changes. You can change fonts, positions, field pictures, type field (make drop boxes) tab order, legends, tip help and more for EVERY field, not just user-defined fields. You can also customize (or change completely) any report. 10

11 5. Word merge. You can drag and drop a Word merge document into a NetKeeper screen and NetKeeper will automatically fill in the fields in the merge document - very useful to fill forms or requisitions. 6. Full text search. The entire NetKeeper database is text indexed. This means that you can search for the word audit on all cases, contacts, notes or any other table. You can even search for wild cards such as wine*. This will match to wine, wines, and winery etcetera. 7. Quick search Address box. You can enter any data (such as a name, account number, tag etc) press TAB or double click and the program will find the contact record and fill in all the contact information available on the form. Tag number or store number or Equipment ID number. Use of Tag Number or Equipment ID Example : enter the tag above (A3451wer) into the blank address field, press TAB and the program will find the user and fill as much information as is available for the contact. You can also program what is recorded in the Address box. The default is name and address but you could change it to display name, school, classroom number, tag, etc. Remember, all the information is text indexed for later searches. 11

12 8. Automatic history for the caller, the request and the equipment. While entering a Service Call on the service call form you can select Call history to display the history for the caller, the caller s dept or the caller s company (school). You pick what you need to display. The default is the caller s history. You can also select Request history to display the history for the request. For example, this selection will display all previous calls that have Do you have a server product. as the request. This is very useful to see how previous requests were solved without the need to search for previous calls. In addition you can select the Item history button (the button with the magnifying glass on the same line as item ). This button will display the call history for the equipment associated with the call. This is very useful to see if the same piece of equipment keeps breaking down and why. Note that in NetKeeper you can assign the call to a contact, a queue or a piece of equipment. 9. Automatic tech and queue assignments and automation of alerts The tech can be automatically assigned to the case based on location, department or request type. The tech can be automatically alerted of cases or of cases of pre-defined priorities. Cases can also be assigned to queues. 10. Default Tech and Priority Assignments A contact can be assigned a default priority and a default technician for service. When a service request is entered for the contact, the default priority and technician will be filled in on the service call form. 11. Automatic calculation of date due The date due (service level) can be automatically calculated base on the priority of the call. The calculation takes into account working hours and holidays. 12. Attachments Drag and Drop NetKeeper provides the capability to attach files, documents, databases, URLs and similar objects to most screens in the program. Also, end users can attach screen shots or documents when submitting a request. The objects attached to the screens are called Attachments. The Attachments offer a useful way to attach information to a service request, contact or many other objects in NetKeeper. For example, you can attach a letter using a Word document or a budget using an Excel spreadsheet. In fact you can attach almost anything including a WEB address (a URL) to quickly reference a service bulletin or patch. Attaching WEB links is very useful when recording the location of information sources, driver references or search results. 12

13 13. Unlimited notes You can add an unlimited number of very large notes to a case or any other item. The notes are also text indexed and can be searched. 14. Unlimited work orders to a service request. You can add one or more work orders to a service request. This is useful to handle projects such as setting up a conference room where a tech will set up a projector, another will set up computers and perhaps another will set up electrical power. The to-dos (work orders can be sequenced) and you can configure the program so the service request cannot be closed until all work orders are completed. 15. Automatic case audit log A complete log is kept of who opened, reviewed, worked, re-assigned, etc the case. This log is used to keep track of the time spent on the case and also helps to keep order in the help desk since a record is kept of who worked or re-assigned the case and when. This log cannot be changed. In addition the program can be configured so that any notes entered can only be changed by the person who entered the note or even configured so once entered the note can t be changed at all. Automatic and extensive logs are very important to a properly managed help desk. 16. Text summaries NetKeeper can display the case, request, super case or contact information as a text file that can be directly edited. This format is very useful to view cases with many notes and a long time-line. The notes feature also support time-line events that can be searched. The extensive notes features are very useful when a request involves many calls to and from the user, supplier or tech - also useful for tracking when parts are requested. (In addition to the full PO system included) 17. Very power full inventory system to track purchased hardware, software and other goods. An item can be assigned to more than one person (multiple shifts or multiple teachers that can use the item). The system can also track loaned items. Also, NetKeeper integrates with NetKeeper Express an automatic LAN inventory program of hardware and software in real time 13

14 18. Automatic FAQ generation. The program will automatically generate WEB pages with you frequently asked questions. These pages are ready to post to your WEB. This feature alone will typically help lower the volume of calls by 15 to 30%. The FAQ generation can be made hourly, daily or at any interval. Because the program support a dual data stream your knowledgebase and you call stream are automatically merged to creat the FAQ list. The FAQ knowledge base can include hyperlinks to other sites, patches or procedure. Audio and video can also be supported. 19. Fastest data entry in the industry. - Templates Templates are used to drag and drop entries of complex tickets. For example, use an existing request to create a template to create a call install and run a projector. Then drag and drop the template on an empty service request form. Total time to enter and save the request: about 2-3 seconds no matter how complex the request. 20. Supercases Occasionally there are cases that involve multiple requests, multiple techs and multiple contacts in different roles. These are usually very complex requests (an entire project for example) or cases where many things have gone wrong. Management needs a tool to track these complex cases as a unit and the super case is the way to track these complex issues. You can drag and drop requests, techs and contacts into the super case form (above). Now you can track the various items as one issue. 21. Groups Groups can be used to track participants in training courses,,to send mass s or in many different ways. 22. White Board Keep your staff updated. Use the white board to announce meetings, special events or special issues such as a new virus alert. Announcements for the staff appear on the main screen of the program. 23. NetKeeper is the result of 15 years of Help Desk installations through out the world. NetKeeper is the result of years of development and feedback from our customers. NetKeeper is always evolving and always improving. We take our customers comments and requests very seriously. 14

15 INSTALLATION You must have MS SQL server version 7., 2000 or above installed on your server in order to run the evaluation or MSDE. MSDE is a free version of MS SQL. Read the Readme file in NetKeeper for MSDE download instructions and for installation instructions. 15

16 Requirements Requirements for Installing NetKeeper SQL NetKeeper Help Desk Main Console A basic knowledge of Microsoft SQL Server. Microsoft Windows 2000, 2003, XP, NT 4.0 (SR3), 9x, 9.0 Mbytes of hard disk space (to install the entire system). There is no special RAM memory requirement other than the minimum amount of memory to run the operating system. A super VGA video (800 X 600 pixels) of resolution to properly display the program screens. Server 9M hard disk free space Microsoft SQL Server version 7, 2000 or better MSDE Virtually all network protocols are supported including older protocols. Requirements for NetKeeper with MSDE NetKeeper will run with SQL Server or MSDE. Companies requiring 5 seats (concurrent techs) or less can purchase NetKeeper to run with MSDE. MSDE is not an appropriate choice for larger installations. 16

17 Installation from the Web The program can be installed from a CD or by downloading it from the NetKeeper Web site. You can access the download page at: Select NetKeeper SQL evaluation Fill in the data form if requested Follow the prompts and download the file Execute the downloaded file to install the program. Enter the password provided by the NetKeeper staff Read the "README.DOC" file that is displayed during installation. The "README.DOC" file contains the most up-to-date information. We suggest that you print the "README.DOC" file and save the printout with your manual. The WEB installation will first extract the SETUP.EXE installation file to an installation directory. The installation routine will ask for a password (only for files downloaded from the WEB) and extract the SETUP.EXE file. The installation routine will the automatically run the SETUP.EXE file to install the program. Enter the Registration Information The program will prompt you to enter the registration information. Please request an extension if you need more time to evaluate NetKeeper. To unlock NetKeeper, start by running the program; click "Register" when prompted. After the registration screen loads, enter the information exactly as it appears on this form. Note: If the message "Incorrect Registration" appears, click on it and enter the registration above. NetKeeper is loaded on the file server not on the workstations. There are no NetKeeper components loaded on the workstations. NetKeeper WEB and LAN components are thin client designs, installed on the server, not on the workstation to eliminate workstation conflicts and messing with your windows/system directories. Install Help Desk in a second PC in multi-seats installations You only have to create a shortcut to nkhdcap.exe since no components are installed in the local workstation. The entire program (and DLLs) installs in the NetKeeper directory (The directory where you installed Help Desk). 17

18 Data Replication NetKeeper has the ability to support worldwide merge data replication. Business professionals and support staff have access to all program data on portable computers or hand-helds even when they are not connected to the main database. NetKeeper enables professionals to continue working while at a customer site or when there are no connections available to the corporate WAN or WEB. Staff can continue working anywhere at any time. Link the Help Desk Database and the LAN inventory database The linking is automatic in NETKEEPER. The program can view and update the "live" data collected by NETKEEPER EXPRESS. See Utilities Setup Login End User access program Provide a Menu Selection or Program Shortcut (Icon) Not included in evaluation program Reports The full version of NetKeeper includes many standard reports. Not included in evaluation program NetKeeper also links to the Crystal Report Writer for custom reporting. 18

19 QUICK TOUR This section includes short instructions on how to run certain tasks in the evaluation version of NETKEEPER Help Desk software. The evaluation version is an actual working copy of the program. The manual is an evaluation version of the manual. It is not the full manual. You can test drive the program, log service calls, work orders and reporting users. You can link the program to other NetKeeper programs. Try out the program on your help desk. Because it is a evaluation version, you will be able to enter only a certain amount of information. If you decide to purchase the program, you will receive a full working copy of the program and a complete manual. Any information that you have logged into the evaluation version will not be lost when you install the full working version of NetKeeper. The evaluation version also installs sample data (MSDE version). The sample data includes help desk and inventory data. Don t erase the data until you have finished the tour or you will not be able to see all the lookup and inventory data that you can access from within NetKeeper. 19

20 Some Important Concepts Description NetKeeper is designed for quick case entry and for the centralization of all information required to track and prioritize service calls. NetKeeper will assist you in supporting users of your products and services. The Quick Tour section will give you a quick look at NetKeeper and will show you how easy it is to enter and track your calls. The Quick Tour is organized into several objectives. Each objective describes a basic function of Netkeeper. Assignments/ Work Orders/ Tasks/ To-Dos The help desk staff assigns the calls that cannot be solved immediately to queues or to technicians. In NetKeeper tasks or work orders are called ToDos. The assignment is automatic if the contact has a pre-assigned technician. You can make an unlimited number of work orders for each request. Notes NetKeeper has free form note pad areas throughout the program. The notes can be of any length. You can add an unlimited number of notes. When a new note is created, the User ID, date and time are automatically entered by NetKeeper. The first line of the note will appear in the list box at the bottom of the Service Call form, Contact form, ToDo form or other forms in the program for easy retrieval. NetKeeper also has full text search capabilities. The text search function can perform multiple word searches and retrieve data including all notes. NetKeeper saves data in order to make use of it at a later date. The Text Search function allows you to search through various files quickly. The program can perform multiple word searches. Automation NetKeeper has some important automation features to save you time and to run an efficient help desk. Contacts can have pre-assigned technicians and default priorities. When a contact requests service, the default priority is automatically assigned to the service call and work orders. NetKeeper automatically notifies the assigned technician by or alphanumeric pager. There is also available, NetKeeper Supervisor an add-on program to further automate the NetKeeper Help desk program. NetKeeper Supervisor is a sophisticated management tool that automates many features of the help desk system. The rule s based program controls functions such as advanced automatic call notification via e mail or paging, queue assignment and re assignment, work order escalation. See Add-Ons Quick Click Call Entry NetKeeper has the speediest call entry system in the industry. To enter a contact, simply enter a few letters of the name and double click on it with the mouse. NetKeeper will automatically retrieve the contact s information and fill in the service call form with all the contct s information including previous service calls, solutions, assigned inventory and even notes. 20

21 Three Tiers NetKeeper is a full three-tier solution that is appropriate for internal as well as external call center support. The program is organized in these three (changeable) tiers: Organization An external company or organization Department An external or internal department to which a group of contacts are assigned Contact A contact can be an employee in your organization or an external customer. Call ID Number NetKeeper automatically assigns a unique ID number to every service call. Call Type You can define call types to represent various customer issues. Queues can be defined to handle specific call types. Help Desk Log A log of all the service calls in the system. Even though the log can be purged, it is best to maintain the log for a long period of time in order to have accurate statistics and an audit trail of actual help desk usage. White Board Announcements for the staff will appear on the main screen of the program. Announcements can be used to remind the staff of pending meetings, new product releases or new virus alerts, for example. Templates The Service Request Templates (SRT) provide a way to quickly create the most often asked requests. The SRT are used to create a new request using an existing request as a template. Any existing request can be used as the template by checking the TEMPLATE checkbox on the Service Request screen. 21

22 Field A field is used for data entry on a form. Multiple fields create a record. In NetKeeper, fields are user customizable. Label The label defines the field. Labels are also user customizable in NetKeeper. Record A record is created when fields are filled in on a form A completed record is then displayed in a table also called a list. In NetKeeper there are various records such as: service call records, contact records, work order records. 22

23 Topics Covered in the Evaluation Overview 1. Start the program 2. Open a new service call form 3. Enter a simple service call Add Work Orders & Reporting Users Select a Lead Reporting User Add Service Call Notes 4. View Notes 5. Solve a service call with SolutionsKeeper 6. Page a Tech 7. Call Wizard 8. Retrieve Work Orders from Queues 9. ToDos 10. Complete a service call 11. Print a service call and Reports 12. SuperCase 23

24 1. Start the Program Click on this icon to start NetKeeper Log In Enter ADM and no password. The password is optional. Click Login You now have access to the Main Menu. The system Administrator is responsible for setting up user rights to the program. To Log Out Select File + Exit Exit Windows Enter your serial number and code The NetKeeper staff will send you a serial number and a code for the program that you should enter the first time you uopen the program. Select Utilities Setup Data Serial Number. 24

25 2. Start a New Service Call Select an organization or department Select New Service Call from the Menu Use the Wizard to enter a service call. The Wizard will lead you through the call entry. Select a Contact name from the Contact information form Receive a Call When a call is received, you will open a new Service Call form by selecting the service call form directly from the Main Menu. Once entered the call is listed as an open service call and assigned to a tech or a queue. Open a new Service Call There are various routes in the program that you can take to access the Service Call form. The route that you decide to use depends on the type service offered by your support center. The methods to open a call are: Click on the Service Call icon This is the direct route to the Service Call form. or Click on the Wizard icon. The Wizard leads you through the call step by step. 25

26 3. Enter a Simple Service Call - Customer Support Press the top ellipsis button to select the company, name and address of the caller or the caller name and department see Tiers in Setup Options Or Quick Click Enter a few letters of the contact s last name and double click the mouse. NetKeeper will find and fill in the contact information. There are various ways to enter a service call. The following shows you the basic operation of the Service Call form for Customer Support. You can record and solve the incoming call while the caller is on the telephone or you can create and forward a work order to a tech or a service queue. For very simple calls, just recording the problem may be enough. The Service Call form makes it unnecessary to leave the screen to access information for the call. Enter the service call Open a New Service Call or use the Wizard Select the name of the caller from the attached lookup list or enter a few letters of the last name and double click. If the contact record exists, NetKeeper will fill in all the contact information. NetKeeper allows the rapid entry of service calls by using lookup lists. Use the ellipsis button (...) found next to address, to look up the company and the program will fill in the name and location information, automatically. In order to make effective use of the lookups, enter the names of your prospective reporting users when you install and set up the help desk program. If the name is not listed, you can enter the user information on the fly. Make sure to enter the user information in the contact list so that it will be available the next time the end user calls See Contacts and Company Lists on the Main Menu or Select a Company or Department 26

27 Support Other Sites and Departments If your support center services organizations with various sites or departments, you may want to enter the service call from the Organization list. Choose the organization or department and the contact for the department. If the contact name is not important, enter a generic title such as End User. However, we highly recommend that you capture the name of the reporting user if you are charging for your services. It is not uncommon for Accounting Departments to demand the names of callers when they dispute the amount of support time given by your organization. You can view all the service calls for the organization or department from either list. Note: NetKeeper is a 3 tier system. You can change the titles of the tiers and the selection criteria for the address field: Organization, Company and Contact. See Setup Options The Service Call form is the main data entry screen of NetKeeper. The Service Call form is your command center. All the information required to service a call is available on the Service Call screen. You can access information such as LAN inventory, or general inventory information, previous cases and even your own databases. You do not have to leave the Service Call screen to access the information. Find a Solution in SolutionsKeeper Look up a solution in SolutionsKeeper (found by pressing the ellipsis button next to Request on the Service Call Screen). Look up the solutions attached to the request in SolutionsKeeper. 27

28 Assign the Call If you cannot solve the request immediately, assign the service call to a service queue or a technician Assign a priority to the call. Select the type service call, for example software, hardware, TV maintenance etc. Click the OK button to save the case That s all there is to it! NetKeeper has been busy behind the scenes timing your call. NetKeeper has also saved the name of the tech who entered the call and time stamped the call. The call is now listed in the Service Call list. Technicians can select to view only their assigned calls or view the entire list of Open and Closed Calls LAN Inventory (optional) - Real Time Integration With MIS Inventory All the inventory information tracked by NetKeeper LAN inventory (NetKeeper Express) is available in real time (no need to import the data) right on your service call screen. Because all the information resides in a database, it is available even if the user s PC is down. NetKeeper gives you access to all the inventoried information and changes in the system as changes occur. When you select the reporting user for the service call, the program will automatically fill in the inventory and client and company information. The NetKeeper system also tracks financial and lease data, location information and history. Note: You can import LAN inventory software program data from other LAN inventory programs into NetKeeper. However, it will only be as current as the date of your last inventory..service Call Priorities 28

29 NetKeeper automatically enters a predefined priority Priorities by contact, company or service request The priority field on the Service Request Screen reflects the urgency of the service request to the help desk. The priority field will be automatically entered when you select a request, a company, a department or a contact. The program will always enter the highest pre-defined priority level. You can pre-define the contact and company priorities as defaults to be used for the service call. This is a very useful feature to automatically assign the correct priority to each service request without your help desk personnel having to keep complex notes about assigning priorities. You can also automate the priority escalation and ticket assignments with NetKeeper Supervisor, an add-on module for the program. SeeAdd-ons for information about NetKeeper Supervisor Change the Priority for the Organization To change the priority for the organization or company, select from the Main Menu Contacts Organization Company Change Company Record. Change the Company priority to

30 TABS At the top bottom of the Service Call form there is a very unique screen that lists many different items about the service call. The Tabs allow you to enter and change the information displayed in the list box and to view all the notes and solutions that have been attached to the service call. Run attachment Delete Add new item Change User Call History After you have entered the reporting user and the request you can look up the reporting user call history and the request history if data is available. To display the User Call History click on the USER CALL HISTORY Tab. All calls for the user (including the current one) will be displayed. You can select Call History to display the history of the company, department or contact. Some service desks, especially while servicing high employee turnover clients, need to display the call history for the entire Company or Department, rather than the call history for the user. See Utilities Options Tier Setup Request History To display the Request History, click on the REQUEST HISTORY Tab. All calls that reference the same request will be listed. Notes, Resolutions, Solutions, To-Dos You can add notes, resolutions and solutions to the call that you used to solve the problem. NetKeeper has a free form note pad area to view, modify or add notes. To add a note to the service call, select the Notes Tab. The first line of the note will appear in the list box at the bottom of the Service Call form. You are not limited to short descriptions when entering a service call request. NetKeeper will time stamp your entry. You can add an unlimited number of notes. Many times a service call needs more than standard descriptions to explain the service request. Solutions: The solutions that you have chosen in SolutionsKeeper will appear automatically in the browse box. You can also add your own solutions. Resolutions: In many organizations, it is necessary to add resolution notes and information about how the call was completed before the call can be closed. To-Dos: One service call can generate many different To Do items. You can add reminders or add information to the call for a technician to complete. The first line of the item will appear on the service call. You can add many to do items to the call. 30

31 Attach. (Attachments) You can attach documents, files and URLs from other programs. To attach a file, open Attachments by selecting the Add button, open Windows Explorer and select the file to attach to NetKeeper. Use the mouse to drag the file to the Attachments screen. View or Play the Attachment Select this button to view or play the attached file. 31

32 Service Call Menu Some of the displayed menu selections on the Menu Bar change according to the screen that is open. There are selections that pertain to the Service Call form that are not available on the Main Menu. You can access these menu items while entering the service call. History NetKeeper gives you complete information to solve the call. User Call History Displays the previous call history for the selected contact and company so that you can give the contact the type support necessary to solve the request. Request History Lists the call history for one request type. Asset History Lists all the previous calls that pertain to the item selected in the service request. Help Desk Log A log of the service calls in the system. Re-notify Tech Re-pages the assigned technician. This process can be automated by using NetKeeper Help Desk Supervisor. See NetKeeper Help Desk Supervisor Help Desk Log A log of all the service calls in the system. The log can be purged, however, it is best to maintain the log for a long period of time in order to have accurate statistics. 32

33 4. Solve Service Calls as They Occur with SolutionsKeeper Click on the ellipsis button next to Request on the Service Call screen to open the SolutionsKeeper screen. Select a request (or problem description) Highlight your selection Press Select The program will list the request and description of the request on the service call screen. The selected solutions for the request will also become part of the call. The solutions are rated and listed in order of their importance for the call. When a solution or solutions are selected for the call, the program will list them on the service call screen. You will be able to view all the attached solutions for the service call by selecting the Solutions tab on the service call screen. Use FastFind to retrieve data quickly. Highlight and select a request. Copyright Multima Corporation - All rights reserved worldwide To See More Request Data (+) The icon next to a request signifies that there are attached sub-topics for the request. Highlight the icon box and click with the mouse. The related request sub-topics will display. Highlight the request topic or sub-topic that defines your request. The solutions for the topic will display on the right side if the screen. Description of Request As you highlight a Request, any available descriptions of the request will appear in the Description of Request box at the bottom of the screen. To add to the description or enter a new description, select Insert. When you select a Request for the Service Call, the description will also be selected and appear on the Service Call screen. 33

34 The objective of any help desk system is to solve user requests as quickly and as efficiently as possible. First level personnel should be able to handle all but the most complicated calls. By using NetKeeper s unique SolutionsKeeper feature, the knowledge tree that will grow more useful the more that it is used, you will be able to resolve many service calls and problems as you enter the call. The more calls that you solve immediately means the more efficiently your help desk will function. SolutionsKeeper s unique design allows you to retrieve a vast amount of information quickly. SolutionsKeeper automatically saves each solution that was applied to a request. The same solution can be attached to several requests. Once you have selected a solution for the call, you can rate its effectiveness. You can change the rating at any time. By rating the solutions, you are effortlessly teaching SolutionsKeeper your knowledge and creating a useful knowledge base for the help desk. The solutions are listed so that the most often used or most highly rated solutions appear at the top of the list. The more you use SolutionsKeeper, the more pertinent and valuable the solutions and information in it will become for your company. You can select a standard request from the request list. SolutionsKeeper will list the most likely solutions for the request and automatically link them to the call. In this way, you can give the reporting user the information needed to solve the service call problem, immediately. SolutionsKeeper will automatically learn each solution that was applied to a request. Solutions A list of all the solutions that are in the system are displayed in a tree. The system will automatically create a matching Category/ Sub Category in the Solutions tree for every corresponding entry in the Requests tree. The most highly rated solutions appear at the top of the list. The more you use SolutionsKeeper, the more pertinent and valuable the solutions and information in it will become for your company. There is an icon next to each solution, for example a face, a floppy disk, a piece of paper. The icons tell you where each solution was found. The face means that the solution was given by a user or a staff member. The piece of paper means that it was found in a book or article. Musical note - Audio clip Camera - Video clip Date The date that the solution was first entered into the database, the name of the person or article and the rating of the solution are also noted. 34

35 5. Page a Tech You can send an alphanumeric page to any help desk tech from any station on your network. You do not need a modem at your workstation to send the page. This feature is not available in the evaluation version Comm Requests Communications Requests NetKeeper Server and alphanumeric Paging Server will check for new Service Calls on one or more NetKeeper help desks. The program sends or paging messages to the assigned technician or technicians if the calls are of sufficient priority and you have enabled e- mail and paging. These can be messages that the help desk staff have generated as alpha numeric pages or e- mail while entering service calls into the help desk. 35

36 6. Use the Wizard - Optional You can select the Wizard to enter a new service call or you can use the service call form. The result will be the same. The Wizard will guide you through the call step by step. Upon completion, you will have all the information filled in on the service call form. You may find it an easy way to fill in the caller s information while on the phone. Select the Wizard from the Menu Bar. Once you have finished all the entries, you will have the completed service call form. You can add notes and To Do s and more information to complete the call if necessary. 36

37 7. Queues - How to Retrieve Work Orders When work orders are created from the service call or when independent work orders are made, they should be assigned to queues such as installation queue, software training queue etc. Work Orders can be assigned to a queue without being assigned to a technician. The queue lists the work orders so that the work orders with the highest priority are at the top of the list for each technician. Open work orders can be selected by technicians according to skill level so that all jobs are completed quickly and efficiently. One a work order has been completed. The technician can close the work order. It will appear as closed on the queue list. Access the queues To see all the queues, select Queues found under Service Calls on the Menu Bar or use the Icon button. This is useful for picking up unassigned work orders. Access a queue You can access your own queue from the Main Menu by selecting the Icon Button. Each technician should have an assigned default queue. The default queue for one technician displays only the work orders that have been assigned to the technician. Note You can have any number of names listed in the Support Person list. However, the number of support staff who can logged into the program simultaneously is limited by the number of seats i.e. number of licenses that your organization has acquired To set a default queue, select Support Personnel under Lookups on the Main Menu. Select a support person name and select the default queue. Assign a Work Order to a Queue A work order can be assigned to a queue from the Service Call screen or from the Work Order screen. On the Service Call screen, you can assign a queue to only the lead work order in other words the original work order. All other work orders listed in the service call are not assigned to a queue on the Service Call screen. To assign the remaining work orders to queues, select Work Orders on the Menu Bar and open the work orders that need queue assignments. 37

38 8. To-Do s and Your To-Do s (Work Orders and Tasks) Color coded due dates show items that are due, overdue or pending. When you have many calls coming in during the day, you will find it very handy to be able to add reminders for yourself as well as assign tasks while entering the service call or the Supercase. You can also add tasks directly to the To Do list. To Dos are tasks and reminders of things to do such as service requests, work orders, updates to be sent, follow-up call to be made etc. Color Coding Color coded due dates show items that are due, overdue or pending. The dates will appear in colors: yellow - today s date, green - pending, red - overdue and blue - no assigned date. Change the Sort Order You can change the sort order of the To-Do list so that you can group your To-Do s, for example: select Type. The type To-Do s can be , work orders, calls etc. You can define the type To-Do s in program Options. By sorting by Type, you can do all your s at once or all your calls at one time Administrative Actions All ToDos Only the Administrator has full access to the program and to Administrative Actions. The Administrator can view, change and close all ToDos in the system. Other members of the staff cannot access Administrative Actions. The Administrator has rights to the complete To-Do list. Each person with access to the program can view only his or her own To Do list. The To Do list that you see consists of your own reminders. 38

39 9. Service and Complete a Call - Feedback and Options Service the Call While servicing the call, the Help Desk staff has access to many information sources. The information sources available can include NetKeeper Asset Manager programs, CD-ROM data or other sources! NetKeeper has both external and internal links. Once the call has been completed and all the work orders closed, you will want some feedback to determine the efficiency of your help desk. You will also want to print reports containing the feedback information. Complete the Call As long as the call remains open, you can access the service call form to modify and update the call. Select at the Service Call list and press the Change button. Once, you are sure that the call has been completed, select Close Case located under File on the Title Bar. All the information that you have logged in entering and serviceing the call will be available to calculate your Help Desk response time and other statistics. Congratulations You have just logged your first call and completed the call. 39

40 10. Print a Service Call You can print the service calls as well as the many pre-defined standard reports that are included with the NetKeeper. These reports can be used as designed or can be modified and customized by using the Crystal Report Writer. The instructions to modify the reports are included in NetKeeper. Custom Reports You can also make custom reports or to changes to the service call or work order forms by using the Crystal Report Writer. Once you have created your reports, you can list the available reports on the Reports list in NetKeeper for easy access. Report Help and Training The Crystal Report Writer is one of the most popular and powerful report writers available. The report writer is not only useful for writing NetKeeper reports but also for many other programs in your organization. We recommend that at least one member of your staff become proficient in writing reports using the Crystal Report Writer. There are many resources as well as courses available to help you use the Crystal Report Writer effectively. This link offers sample Crystal Reports Some online resources: Training and Consulting

41 11. SuperCases SuperCase is a managerial tool to organize and track related requests, people, tasks and resources. Supercase can also be used for Project Management. Supercase is very useful when tracking complex cases or cases where multiple sources of information as well as old or new, closed or open requests need to be tracked together. To make a Supercase from a service call, check the Supercase checkbox on the service call form Super case does not replace the individual case history, which is also available. The super case enables the grouping of related information from the NetKeeper database or other sources. SuperCase also groups all staff, customer contacts, external parties and events that are related to the case. SuperCase tracks each person s involvement or function in the context of the Super Case. The same staff person or company contact can be associated with more than one super case and the same request can be associated to multiple super cases. Case Log The case log maintains an audit trail of all actions and events related to the highlighted case. 41

42 Open a Supercase form to add a new super case or to update an existing super case. Supercase unites service calls, to-dos, contacts and staff with a common issue. The form is similar to the service call form and functions in the same way. Select the type for the case. You can define the case types in the Type lookup. MENU SELECTIONS Re-notify Tech Case Work Log The Supercase form has two unique menu selections Re-notify Tech The program will ask you if you want to exit the screen to re-send pages and s. Select Yes to re-send messages. Case Work Log The case log maintains an audit trail of all actions and events related to the case. 42

43 CONTACTS In most organizations, it is important to track contact and company information. You will make use of the contact information while entering service calls. NetKeeper has import facilities to make it easy for you to import this information. 43

44 Organization The Organization list is comprised of three lists grouped together as one easy to use list. The Organization list lets you view the company and all the contacts related to the company. Netkeeper s highly versatile 3-tier design allows you to service many organizations, departments and contacts. If you use the program for internal support, then you can keep track of all your co-workers in the contact list. Company List The Company List is comprised of all the companies and prospective organizations supported by you. This list is used for support and for Sales and Business Development in NetKeeper CRM. NetKeeper tracks customers from the time they are prospects through the sales cycle to purchasing and support. Contacts / Department You can add any number of contact names to a listed company. Enter the company name and the department first then the contact information. Each contact name can have a different address, different site information and phone number. If you use the Company List for call center operations, you will appreciate the program s easy access to the contact information. You can also view all the service calls, resolutions, etc., for a company or for a department within a company. You have a complete history of all the service activities for every organization that you service. 44