About Troika Software, Inc. We first released RESOLVE IT! in October of 1997, and it met with immediate and enthusiastic acceptance. Its flexibility offers our Clients a wide range of uses that extend far beyond traditional help-desk applications. Our Clients find it a useful tool not only for internal and external systems and technical support, but for tracking all kinds of customer inquiries-including management of external customer relationships. RESOLVE IT! helps users to handle questions about employee benefit plans, reports on automated teller machines, tracking satellite-dish installations and more. When you choose RESOLVE IT!, you re choosing adaptable software that s easy to customize for your application. Even features like advanced Knowledge Base Management and Inventory and Asset Tracking. And thanks to feedback from our customers, the latest version offers even more flexibility. You can custom name any field-in any language. In case you re wondering about our name, Troika is a word spoken in many languages and represents variations on the meaning of three. When we opened our doors in 1993, as JWS Consulting, Inc., we initially offered consulting services. We soon learned that three principles guided our practice: Customer Satisfaction Innovative Solutions Commitment to Excellence As we progressed into software development and approached our first release of RESOLVE IT!, we changed our name to Troika Software-reflecting our three guiding principles. With our latest release, we remain dedicated to these principles. Welcome to the world of easy-to-use, high-performance software! What Our Customers Say... After spending thousands on our previous help-desk software package, we still weren t up to speed. When we realized how easy it was to use and maintain RESOLVE IT!, we knew that we wanted to make the switch. The short learning curve put us way ahead of the game. We like the ability to upgrade RESOLVE IT! as we grow. We re just a four-user operation now, but we can expand as needed. We like RESOLVE IT s web interface. Some of our clients prefer to input their own issues, and some even prefer to find their own resolutions. It cuts down on phone calls tremendously. We had one day of training and it didn t take long to bring all of our users up to speed. And Troika s telephone support is wonderful.
About RESOLVE IT! The Premier Help Desk Solution Before you consider a software package, you ll want to think about your needs: Are you a large corporation? Or a small business? How will you be using the product? Do you require Internet access for help-desk solutions? For your Analysts, your Clients, or both? No matter how extensive your needs, the features of RESOLVE IT! will really impress you. You ll find it easy to use in fact most of your Analysts will only use one or two screens. But don t let that fool you into thinking that you re looking at a limited application. Behind the apparent simplicity of RESOLVE IT! you ll find all the features of costlier and more complicated software packages. RESOLVE IT S just much easier to use. The RESOLVE IT! Issue Detail Screen serves as a fill-in-the blank template for adding and researching issues. Many of the fields may be automatically filled when you pick from predefined tables such as the client or your Problems & Solutions database. The Resolve It! Queue Manager gives your analysts access to their work queue as soon as they log into Resolve It!. Their work queue can be sorted to place issues in order of importance. The Call Alert feature highlights the critical or priority 1 calls in red to ensure they get the prompt attention they need. Managers can use the Queue Manager for an at-a-glance Management tool. It s easy to use the filters and sorts for quick analysis.
SOLUTIONS AT YOUR FINGERTIPS Solutions At Your Fingertips Don t get lost drilling down into the application opening screen after screen to research a problem. This takes unnecessary time, that you don t have, when a client is holding on the telephone. In Resolve It!, as an analyst takes information from a Client, he or she can consult the Information Window located in the lower section of the Issue Detail screen. Resolve It s Information Window contains a series of tabs. These tabs supply the analyst with all of the vital information needed to research the client and the problem for a quick resolution, all without ever leaving the Issue Detail Screen. From left to right, the tabs represent: Action: Shows the latest activity regarding the Issue. Your Analysts stay up to date, don t duplicate each others efforts, and customers don t have to re-explain things. Issue: Shows other open Issues that belong to your current Client. Eliminates duplicate entries of the same Issue. Client: A list of all your valid Clients, internal and/or external. Select a Client from the list (point and double click), or as you begin to type an entry the system searches for the best match. Point and click on the match to automatically fill in Client data. From this tab, you can also access detailed information about a Client s equipment. Levels: A hierarchy of up to four user-defined groups. An inquiry can reach your problem solver via manual or automatic routing through these levels. Questions: A list of standard questions to ask your Client, based on your classification of the problem. Knowledge Base/Problems and Solutions: A dual-purpose folder tab. Click on radio buttons to choose Knowledge Base (a list of problem descriptions and their respective solutions) or Problems and Solutions (a schematic listing of problems and the required steps for their resolution). Vendor Help: A list of external files or programs that can be launched directly from RESOLVE IT! These can be external documentation or programs your analyst may need to refer to when researching a problem. The downward arrow to the right of the folder tabs opens a window to type in your resolution.
Who Is Resolving The Issue? Your worst nightmare: a Client presents an Issue, someone in your organization takes the information and assigns it to a problem solver, and the Issue goes into an eternal holding pattern. That can t happen with RESOLVE IT!, which features a Notifier and Escalator to make sure your customers Issues get the attention they need-right away! Escalations Based on your specifications, after a certain amount of time, the Escalator will automatically reassign Issues that remain unacknowledged. These reassignments happen in two ways. The Escalator can locate a backup Analyst (escalating horizontally) or a group leader (escalating vertically). The Escalator checks your Issues, makes notifications, makes reassignments, calculates the average time it takes to review Issues during a status check, and notifies you of any errors it has detected. You can relate the activities of the Escalator to the priorities assigned to your Clients Issues. Notifications When an Issue enters your system, the assigned problem solver receives notice, either via e-mail, pager, internet, or an on-screen notice (with sound, if desired). You determine the frequency of notification, and how many times to notify an Analyst before automatically rerouting the Issue to another Analyst. When your Analyst acknowledges assignment of an Issue, the notifications cease. RESOLVING THE ISSUES Making RESOLVE IT! Uniquely Yours: Screen Painter Every organization has a language unique to its day-to-day operations. So what s in a name? Plenty. To make RESOLVE IT! as user-friendly as possible, we don t force you to rethink your in-house jargon. We give you the option to change our default field names and you don t have to be a programmer or use a special tool kit to do it. It s called Screen Painter, as shown on the right. Ask about our multilingual capabilities.
Levels Making RESOLVE IT! Uniquely Yours An optional feature of RESOLVE IT! lets you truly customize the software to fit your organizational structure. Most companies have a structure unique to their organization. With RESOLVE IT!, you can custom name up to four levels of your problem-solving operation. When inquiries come in, you can manually or automatically route Issues through the hierarchy and get them to the right problem solvers. By assigning Issues to Teams instead of Individual Analysts, you ll get the next available qualified Analyst to tackle the problem. Think of the time savings this could offer you and your Clients. Quick resolutions count for a lot! UNIQUELY YOURS Example: 1. Country Names = Level 1 (Top) 2. Company Names = Level 2 3. Department Names = Level 3 4. Group = Level 4 Knowledge Level 1 Country Level 2 Company Level 3 Department Level 4 Group Network Info. Sys. Troika Software Customer Support Acct. USA Payroll USA Network Info. Sys. Employees PC Support Give your inexperienced Analysts the tools they need to become more proficient with the Knowledge Center: Problems & Solutions, the Knowledge Base and Advanced Search. Problems & Solutions Find step-by-step instructions for helping your Clients. With just a click or two of the mouse, without leaving the same screen used for inputting Client information. Direct Sales Mkt. Europe Troika Software Large Acct. Acct. Payroll Knowledge Base On this same folder tab, you ll find your Knowledge Base, a wealth of information developed from your problem-solving history. Searching You can search the Knowledge Base using basic criteria or keywords that might appear in a Problem Description or Resolution. If an Analyst has spent a lot of time solving a problem for a Client, you ll want that information added to your Knowledge Base right away. Users with security access can add Closed Issues directly to the Knowledge Base. Users without security access can store Closed Issues in the Knowledge Queue for a manager to review and approve.
RESOLVE IT! For The Web Easy access. That about sums it up! RESOLVE IT! makes it easy for your analysts and/or clients to have access to their issues or to search the Knowledge Base for possible solutions. RESOLVE IT! Analyst For The Web Where are your Analysts when you need them? Out in the field? Traveling? Telecommuting from home? And each one of them has a number of critical Issues to acknowledge and resolve. Your Analysts can go to the web, login using a secure password, and review Issues assigned to them. They can also see what their teammates are working on. Below, you can see a webpage that resembles the Queue Manager Screen shown on page 1. From this screen, your Analysts can point and click to learn more about a particular Issue, work on it, and close it. They also have the ability to search the Knowledge Base to help in researching and solving a problem. RESOLVE IT! Client For The Web Make it easy for selected Clients to check on their Issues for up-to-the-minute feedback or add new ones-without interrupting your Analysts. All they need is access to the Internet, a browser, and a secured password. The Client will only see his or her Issues displayed. Your Clients can point and click on an Issue to see details and learn what progress your Analysts have made. Self Help Via the Web Giving your Clients access to RESOLVE IT! via the web empowers them to find their own solutions by using the Problems and Solutions and Knowledge Base features. Some Clients even prefer to find their own answers because they find it easier than trying to explain the problem to a third party. Here s an example of how this works: Problems and Solutions offers a step-by-step approach to finding a solution. By following this logical set of steps, your Clients can resolve their Issues; or, if they prefer, they can fill in the problem description, click on the ADD button and send the Issue off for one of your Analysts to work on. RESOLVE IT! For The Web Replace RESOLVE IT! with your company logo. Knowledge Base offers your Clients a searchable database for finding problem descriptions and their respective resolutions. The search, based on Class and Subclass of Issues, leads your Clients towards the solutions they re looking for. And, if you want to keep some of your Knowledge Base information confidential, you can flag items that you don t want to appear on the web for your clients to see. If they don t find the answer they re looking for or can t solve the problem, they have the ability to add a new issue via the web.
The RESOLVE IT! Mail Manager and Message Center MAIL MANAGER & MESSAGE CENTER Mail Manager What did we ever do without e-mail? We spent a lot of time leaving voice messages, playing telephone tag, and feeling enslaved by our telephones. Today, you can empower your Clients with a way to input requests to you without the hassle of the telephone. And, you can empower your problem solvers with a way to receive and process requests without ongoing interruptions from ringing phones. The Mail Manager Queue captures input from e-mail or Clients logged on to your RESOLVE IT! website. It converts the input to an Open Issue and puts it in the Mail Manager Queue. It also notifies the assigned Analyst via on-screen popup or e-mail. When the Analyst has completed the request, he or she can rely on automatic e-mail delivery of the resolution! Message Center It s easy to notify all of your Analysts about a particular Issue. Simply add the Issue to the Message Center, and simultaneously your Analysts will receive notification to read the message. Meanwhile, what if another Client calls in with the same Issue? Go to your Message Center and simply add the Client to the Issue you ve already input. No more duplicate Issues! And what if you want to send a message to all of your Analysts? Again, just go to the Message Center and type a freeform message. Your Analysts will receive notification to read it. The Message Center cleans itself up by automatically deleting an Issue when an Analyst has closed it, or deleting a freeform message after a predetermined duration.
Advanced Features of RESOLVE IT! Reporting Let upper management know about your increased productivity with RESOLVE IT s advanced Reporting features. Sophisticated features let you identify trends in problems, responses, efficiencies, and more! And custom reports have never been easier. RESOLVE IT! uses any ODBC Report Writer. If you use Crystal Report Writer you don t have to go outside the RESOLVE IT! software to view your custom reports. Asset Management In today s complex world, it s not unusual for a Client to raise questions about an item without actually knowing the model number, terms of the warranty, or whether or not a service agreement exists. We all have too much to try to remember. Luckily, for your Clients, you can keep this information stored in your RESOLVE IT! software, and have it at your fingertips when you ve got a frustrated Client on the phone! RESOLVE IT! makes is easy to store useful information about approved vendors, make a master item list of commonly used hardware and software and keep track of stock on hand. You then just pick items from your stock and assign them to your users. It s easy and efficient. Vendors Item Master ADVANCED FEATURES Stock Equipment
Searching More Advanced Features! RESOLVE IT! has a unique search tool that lets you find information even if you haven t stored it in your Knowledge Base. Using the Explore Issues feature, you can search for data using the following criteria: MORE ADVANCED FEATURES Range of dates Status (Open or Closed Issues) Fields (Class, Subclass, Client ID, Priority, Problem Description, Resolution Description, Responsible ID) Problem Description or Resolution Description (using keywords, along with the AND/OR operator. This screen displays the results of a search for Open Issues with a priority of 3, or medium priority. Security: You can set up user rights ranging from Read Only to Full Featured. And if a group of individuals requires the same set of rights, you can assign rights to entire group at once.