Revision history. Table 1. Revisions. Edition Revision

Transcription

1 SR-Dash User Guide

2 Legal notices Copyright 2009 Hewlett-Packard Development Company, L.P. Confidential computer software. Valid license from HP required for possession, use or copying. Consistent with FAR and , Commercial Computer Software, Computer Software Documentation, and Technical Data for Commercial Items are licensed to the U.S. Government under vendor's standard commercial license. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein. Microsoft Word, Word, Microsoft, Windows, and Windows NT are U.S. registered trademarks of Microsoft Corporation. Revision history Table 1. Revisions Date Edition Revision 31 January 2009 A Farzana K. Wyde 19 June 2009 B Farzana K. Wyde 2

3 Figures and Tables Contents Revision history... 2 Figures and Tables Figures... 5 Tables... 5 Service Request Dashboard (SR-Dash) Overview... 6 New User Interface Concepts Ribbon... 7 Tabs... 7 Groups... 8 Controls... 8 Quick Access Toolbar... 8 Application Button... 9 Keyboard Access... 9 Login Dashboard Home Tab Service Request List Customer Chat Agent Chat Telemetry Options Color Settings Chat Settings Alerts Proxy Settings About Telemetry Customer System Information PC Diagnostics Reports Reports Tab System Information Diagnostics Health Check SR History Searches Search Tab New Search Saved Searches Unassigned SR Knowledge Knowledge Tab

4 Service Note Product Finder Author Scripted Messages Active Library Active Mail Support Closure Codes

5 Figures and Tables Figures and Tables Figures Figure 1. Ribbon... 7 Figure 2. Tabs... 7 Figure 3. Groups... 8 Figure 4. Controls... 8 Figure 5. Quick Access... 8 Figure 6. Application Button... 9 Figure 7. Login Screen Figure 8. Dashboard Figure 9. Home Tab Figure 10. Service Request List Figure 11. Customer Chat Figure 12. Agent Chat Figure 13. Telemetry Figure 14. Color Settings Figure 15. Chat Settings Figure 16. Alerts Figure 17. Proxy Settings Figure 18. About Figure 19. Customer Information Figure 20. Customer History Figure 21. Device Overview Figure 22. System Information Figure 23. PC Diagnostics Figure 24. Reports: System Information Figure 25. Reports: Diagnostics Figure 26. Reports: SR History Figure 27. Search Tab Figure 28. New Search Figure 29. Search Results Figure 30. Save Ad Hoc Search Figure 31. Saved Searches Figure 32. Unassigned SRs Figure 33. Knowledge Tab Figure 34. Product Finder Figure 35 Active Mail dialog window Tables Table 1. Revisions... 2 Table 2. Login Credentials Table 3. Home Tab Controls Table 4. Active Mail Closure Codes

6 Service Request Dashboard (SR-Dash) Overview The SR-Dash application is used by support agents to resolve service requests through the Instant Support online programs. 6

7 New User Interface Concepts New User Interface Concepts Ribbon The Ribbon is the primary replacement for menus and toolbars in the 2007 version of Microsoft Office and is used for the SR-Dash application. The Ribbon contains the following three elements: Tabs, Groups and Controls. Figure 1. Ribbon To minimize the Ribbon, perform one of the following actions: Double-click the currently selected Tab Choose Minimize Ribbon from the right-click menu Type CTRL+F1 The layout of controls in the Ribbon changes when the width of the application window changes. Tabs Tabs are used to organize controls in the Ribbon around core scenarios and tasks that you perform within SR-Dash. Figure 2. Tabs 7

8 Groups Groups are used to organize related controls on a Tab. Groups also have Dialog Box Launchers to access dialog boxes that provide more advanced functionality related to the group. The Dialog Box Launcher has two states: normal and hover. Figure 3. Groups Controls Different types of controls (include, but not limited to, buttons, split buttons, combo boxes, galleries, menus, spinners, and check boxes) are hosted in the Ribbon. Figure 4. Controls Quick Access Toolbar Controls on the Quick Access Toolbar are always available to you, regardless of which tab is selected in the Ribbon. This toolbar can be customized to include any control to which you need frequent access. Figure 5. Quick Access Clicking the dropdown arrow displays the Customize Quick Access Toolbar menu which provides a list of controls the you can select. Right-clicking on any control in the Ribbon provides the option to add that control. Right-clicking on any group label provides the option to add the entire group. The entire group will be displayed when that group control is clicked from the Quick Access Toolbar. 8

9 New User Interface Concepts Application Button The Application Button contains the SR-Dash logo and other available options. Figure 6. Application Button Keyboard Access KeyTips provide keyboard access to every control in the Ribbon and appear when the ALT key is pressed. Typing the letter or number associated with any tab displays the KeyTips for all the controls on that tab. Pressing the key associated with any control will then select that control and perform the associated action. To dismiss KeyTips and return keyboard focus to document, perform one of the following actions: Pressing the ALT key Pressing F10 key Pressing ESC key Clicking anywhere on the Ribbon or document 9

10 Login All agents will use their digital badge or BPIA certificate to login to the SR-Dash application. Figure 7. Login Screen Table 2. Login Credentials Credential Remember me Force login Login button Exit Check for newer version Description Enables SR-Dash to save your information for the next time you login. Enables you to use the BPIA certificate for login. Clicking this button allows you to login to the SR-Dash application. Clicking this button allows you to cancel out of the login process. Allows you to check if there is a newer version than the one installed on your system. 10

11 Dashboard Dashboard When you first login to SR-Dash, you will see the following figure containing no assigned service requests. Figure 8. Dashboard 11

12 Home Tab This is what your home tab will appear as when you login to SR-Dash. Table 3. Home Tab Controls Figure 9. Home Tab Item Request Close Force Close Wait for Response Unassign Reassign RPL Status Escalate Change Queue Direct Connection Secure Connection Send File SoftPaq System Information Diagnostics Health Check SR History Resources Description Sends a request for closure notice to the customer. Closes the service request without waiting for the customer to agree. This type of closure is used for when the customer is nonresponsive, etc. Indicates you are waiting for the customer to respond. Removes the service request from your working set and returns to the unassigned list. Allows you to reassign a service request to another agent. Agents are required to document checking the Global Trade Screening list to determine if a customer is on the Restricted Party List (RPL) before delivering service. Values for this dropdown list are: Not done default value Passed RPL checked and the customer passed Failed RPL checked and the customer did not pass. Agents follow specific processes outside SR-Dash 2.0 to handle customer. Not required Customers with specific contracts that have already passed the RPL check as part of the contract process. Reassigns a service request to an escalation team for higher priority. Changes from the current queue to the one chosen. Creates a direct connection with the customer when using the remote control function to take control of a customer s system. Creates a secure connection with the customer when using the remote control function to take control of a customer s system. Sends a file to the customer that you have chosen. Sends a softpaq to the customer that you have chosen. Displays information about the customer s system. Displays diagnostic tests that are available to be performed on the customer s system. Performs a system health check on the customer s system and displays any issues. Displays a history of the information performed on the service request. Displays a list of resources available to you.. 12

13 Dashboard Service Request List This section shows a list of your assigned service requests. Figure 10. Service Request List Customer Chat This section shows the chat conversation between you and the customer. Figure 11. Customer Chat 13

14 Agent Chat This section allows you to type chat messages to the customer. You can change the font to your preference. It also allows you to select scripted messages and make annotations for the service request. Figure 12. Agent Chat 14

15 Dashboard Telemetry This section displays information about the customer, their system information, and the diagnostics available to be run on the their system. Figure 13. Telemetry 15

16 Options This menu is available under the Application Button and allows you to customize SR-Dash to your preference. Color Settings The Color Settings under your Options allow you to customize your chat appearance. Figure 14. Color Settings 16

17 Options Chat Settings The Chat Settings under your Options allow you to customize your chat. Figure 15. Chat Settings 17

18 Alerts Alerts are pop-up windows to notify you when a new service request or chat has be received. The Alerts under your Options allow you to customize when and how you receive your alerts. Figure 16. Alerts 18

19 Options Proxy Settings The Proxy Settings under your Options allow you to set your proxy information. Figure 17. Proxy Settings 19

20 About The About under your Options display information on the SR-Dash application. Figure 18. About 20

21 Telemetry Telemetry Customer This section displays information about the customer. Customer Information The sub-section displays the customer s immediate contact information. Figure 19. Customer Information 21

22 Customer History This sub-section displays the customer s history on past service requests. Figure 20. Customer History Device Overview This sub-section displays information about the customer s device. Figure 21. Device Overview 22

23 Telemetry System Information This section displays information about the customer s system. Figure 22. System Information 23

24 PC Diagnostics This section displays diagnostics that are available for the customer s system. It shows information about individual tests as well as the status after being run. Figure 23. PC Diagnostics 24

25 Reports Reports Reports Tab This section displays information that has been run on the customer s system. The Reports group contains: System Information Diagnostics Health Check SR History 25

26 System Information The System Information report displays information about the customer s system. Figure 24. Reports: System Information 26

27 Reports Diagnostics The Diagnostics report displays test results from diagnostics run on the customer s system. Figure 25. Reports: Diagnostics Health Check The Health Check report displays details on a system check that is run on the customer s system. 27

28 SR History The SR History report displays events and details about the customer s service request. Figure 26. Reports: SR History 28

29 Searches Searches Search Tab This is what your Search tab will appear as when you login to SR-Dash. Figure 27. Search Tab 29

30 New Search You can use the search function to search for a specific or set of service requests: 1. Select the field to search in 2. Select the condition 3. Enter your value 4. Click the Add button 5. Click the Search button to execute Figure 28. New Search 30

31 Searches Search Results The Search Results will be displayed in the right hand pane of your application. Figure 29. Search Results 31

32 Save Ad Hoc Search You can save your Search criteria for future use: 1. Select a company 2. Enter a name 3. Enter a description 4. Click the Save button Figure 30. Save Ad Hoc Search 32

33 Searches Saved Searches You can execute a search on criteria you have already saved. Just click on the Saved Searches window located at the button of the left panel or the button located in the Search tab to open your list. The results will be displayed in the right hand pane. 1. Select saved search 2. Click the Search button Figure 31. Saved Searches 33

34 Unassigned SR You can search for unassigned service requests by clicking on the Unassigned SR button in the Search tab. The results will be displayed in the right hand pane. Figure 32. Unassigned SRs 34

35 Knowledge Knowledge Knowledge Tab This is what your Knowledge tab will appear as when you login to SR-Dash. The options contained in this tab aid in resolving service requests. Figure 33. Knowledge Tab Service Note Service Notes provide information on a specific system that can be used to determine issues on a customer s system. Product Finder The product finder enables you to find system information based on a product number. Figure 34. Product Finder 35

36 Author Scripted Messages Clicking on this link opens an area for you to create or edit scripted messages. This permission is determined by your login credentials. Active Library Clicking on this link opens the Active Library application that contains knowledge documents to enable you to resolve a customer s issue. 36

37 Active Mail Active Mail Support Active Mail is used by customers seeking help from HP via . HP support agents will use the SR- Dash application to respond to support requests. requests will be designated with an envelope icon ( ) to differentiates it for other service requests. The request is automatically assigned to the support agent that belongs to the queue by the work load manager. The support agent replies to the customer using the SR-Dash chat feature. Closure Codes When clicking send on an Active Mail response, a dialog window opens with a dropdown box for closure codes. There is also a check box giving the option to leave the incident in their work set after sending the customer a message. The default behavior for an Active Mail incident is to remove the incident from the agent s work set after the agent sends the message as Active Mail incidents are asynchronous and often are closed after only one message sent from the agent. Figure 35 Active Mail dialog window 37

38 Table 4. Active Mail Closure Codes Code Support was provided Duplicate Embargoed Feedback Only Misroute Non-Commercial Support Boundaries Non-Supported Language Out of Warranty Refer to 3 rd Party Unsupported Products Not Remotely Resolved, requires service 38