on TrixCRM Web Self Care Helpdesk Management
Table of Contents 1 Preface...3 2 Introduction...4 2.1 Target Audience of the Document...4 3 TrixCRM Helpdesk Management...5 3.1 System Overview...5 3.2 Main Logon Page...6 3.2.1 Method of usage...6 3.3 Incident Management All Incidents...7 3.3.1 Method of usage...8 3.3.1.1 Statutory tabs (Open, Acknowledged, On-Hold, Work In Progress, Solved Pending Confirmation and Close status)...8 3.3.1.2 Editing an existing incident...9 3.4 Incident Management - New Incident...12 3.4.1 Method of usage...13 3.4.1.1 Creating New Incident...13 3.5 Logout Page...24 3.5.1 Method of usage...24
1 Preface This document has copyright under GTC Global Sdn Bhd and it contains proprietary information, which is protected by copyright. All rights are reserved. No part of this document may be photocopied, reproduced or translated to another program language without prior consent of GTC Global Sdn Bhd. This information contained in this document is subject to change with the procedures as specified by GTC Global Sdn Bhd. Strictly Private & Confidential Page 3 of 24
2 Introduction Welcome to TrixCRM Helpdesk Management. This document identifies the training course material & training manual for the TrixCRM Helpdesk Management System. 2.1 Target Audience of the Document This document is targeted at these audiences from GTC Global Sdn Bhd Manager Head of Departments Users from respective Sections Customer Service Representatives All end-users and/or agents using TrixCRM solution Customers of GTC Global Sdn Bhd. Strictly Private & Confidential Page 4 of 24
3 TrixCRM Helpdesk Management TrixCRM Helpdesk Management is the state-of-art solution which assists GTC Global Sdn Bhd in managing the helpdesk such as to monitor, keep track as well as a reminder to assist organization to compete in competitive environment by differentiating your organization. This is a customer service solution to handle and assist customer interfacing with the corporations in service industry. 3.1 System Overview TrixCRM Helpdesk Management is designed with the ultimate goal of embracing userfriendliness. The system has two main portions within the design: Top segment It consists of menu navigations within the system as well as the login details of the current user. Bottom segment All the forms pertaining to the system resides at the bottom segment of the page. The forms come in a tab navigation format so that the user can see more information in a more organized approach. There is an indication on whereabouts on the current page the user is at.. Top Segment Bottom Segment Strictly Private & Confidential Page 5 of 24
3.2 Main Logon Page This is the main logon page for the system where the users will need to key in their respective login ID and password. The system will automatically identify the users together with the role and user group upon. Method To Log In http:// www.gtcglobal.net Internet Explorer Favorites Internet Explorer Shortcut Explanation Type this URL in the Internet Explorer, browse the corporate web portal and click on the Complaint Management to launch the TrixCRM Web Self Care Helpdesk Management System. Upon successfully launching the TrixCRM screen by typing the URL, this URL can be saved as Favorites in the Internet Explorer. If you right click on this item name in the favorites, you will be able to make a desktop shortcut for you to access with a single click. 3.2.1 Method of usage 1. Please key in your user name and also the user password. 2. The user name will appear in text format while the user password will appear in * asterisk format. 3. Click on the login button to logon to the system. 4. The system will validate the user name and password against the database in order to grant access to the system. 5. Once the user have logon, the system will automatically identified the user name and user role on the top right corner. Strictly Private & Confidential Page 6 of 24
3.3 Incident Management All Incidents The incident tracking management acts like dashboard management system where the system will populate all incidents which requires the user attention (depending on the user role as well as the functionalities of the user role). All the incident information will be populated accordingly in the data grid. There will be five different type of information in a well organized tab formation namely (statutory tabs): Open All the incidents with open status will be residing in this tab. Acknowledged The system contains all the incidents which have been acknowledged by the customer service agent on incidents created by customers. On-Hold Incidents having the on-hold status will be parked in this tab where the incidents could be put on hold due to some technical clarifications or pending for equipment readiness Work In Progress Incidents with works are in progress are pushed into this tab where the engineers are still working on the cases. Solved-Pending Confirmation Incidents which have been solved and pending for customers confirmation on the completeness of the work order. Closed All the incidents which have been closed are residing in this tab. Strictly Private & Confidential Page 7 of 24
3.3.1 Method of usage 3.3.1.1 Statutory tabs (Open, Acknowledged, On-Hold, Work In Progress, Solved Pending Confirmation and Close status) 1. The statutory tabs consist of all incidents bearing respective status of the incidents that being set by the system as shown below. 2. The user can select any of the incident records listed down under any tab that is available in the system and click on any incident under the View column to view the detail. Strictly Private & Confidential Page 8 of 24
3.3.1.2 Editing an existing incident 1. The user can click on any tabs within the system. 2. Under the desired statutory tab, user will search the desired incident ID from the datagrid. 3. Once the desired incident has been found, user will need to click Incident ID at the View column as shown below. Strictly Private & Confidential Page 9 of 24
4. The system will direct the user to Incident Management screen where it will launch the detail of the incident. 5. The system will show all the relevant information at the Incident Management form as shown below. 6. The user will be able to view all the information such as Incident Status and Remark fields in the system. Strictly Private & Confidential Page 10 of 24
7. User will be able to correspondence with the customer service agent through the Remarks field where user can append additional information at the Remarks field. 8. User will also be able to read the reply from the customer care agent through the Remarks field too. 9. Upon updating the incident, the user will need to hit Save button in order to update the incident. Strictly Private & Confidential Page 11 of 24
3.4 Incident Management - New Incident This is the screen where the user will be able to lodge a new incident from this form as well as view the entire detail of the incident which has been previously lodged. The following screen provides the features as: i. New Incident This is where the user will click on it and retrieve a fresh form so that the user will be able to key in a new incident case. ii. iii. Save The user will need to submit the form in order to allow the system to pass the form around according to the work flow that has been designed in the system. Cancel The user will be able to cancel the incident form and reset all the fields on the form. Strictly Private & Confidential Page 12 of 24
3.4.1 Method of usage 3.4.1.1 Creating New Incident 1. Once the user has logon to the system, upon clicking on the New Incident under Incident Management menu, the system will launch a fresh new incident form. Otherwise the user can click on the New Incident button to launch a new incident form. 2. Based on the login ID and password, the system will be able to identify the customer and populate the information on the contact details (right hand corner). Strictly Private & Confidential Page 13 of 24
3. User needs to select the Reported By and Caller Contact Number from the drop down available in the system. This is to identify the initiator of the incident. 4. If the Reported by and Caller Contact Number are not found in the system, user will need to click on Add Caller button and system will pop up. Strictly Private & Confidential Page 14 of 24
5. User will need to key in the Name and Contact No as available in the fields. 6. Once information has been filled up, click Add button to push the information into the system. Strictly Private & Confidential Page 15 of 24
7. Now, the user will be able to select the new caller info in Reported by and Caller Contact Number fields. 8. The Incident Status field will be remained as OPEN on the first creation of the incident. As for the Main Incident ID field it will be left empty as it is the main incident. 9. The Incident Information tab it is mainly to allow user to set up the detail information of the incident before the incident is being escalated to customer service department. 10. The selection of the information or parameters that being provided will eventually affecting the Service Level Agreement especially on the response and resolution date and time. Strictly Private & Confidential Page 16 of 24
11. In the highlighted light blue color shading of Incident Information tab, the user can select the Priority, Product, Brand, Type and Incident Type fields accordingly from the drop down menus. 12. Each of the drop down is in cascading methodology where the selection of subsequent drop down menus will be affected by the prior selection 13. As shown below, select the Priority 14. As shown below, select the Product Strictly Private & Confidential Page 17 of 24
15. As shown below, select the Brand 16. As shown below, select the Type Strictly Private & Confidential Page 18 of 24
17. As shown below, select the Incident Type 18. Once the user selects the Camera as part of the selection option, user will require to input the camera number to further identify the specific camera which is affected. 19. Upon completion of categorizing the incident, the user will need to key in the exact problem through the Incident Descriptions segment where it will provide brief explanation related to the issue. 20. User can have options to key in the remarks under the Remarks field. Strictly Private & Confidential Page 19 of 24
21. Apart from that, user will have the option to attach any documents as part of the supporting documentation for the initiated incident. 22. Go to the Attachment tab and click Add New button Strictly Private & Confidential Page 20 of 24
23. User will need to click Browse button and then select the desired document to be attached to and click Upload button to push the file into the system 24. User can save the incident through Save button and system will automatically assigned the Incident ID number to the incident. Strictly Private & Confidential Page 21 of 24
25. Click on the OK button to push the incident into the system 26. Click OK to complete the saving process Strictly Private & Confidential Page 22 of 24
27. The Incident ID will be assigned to it and there will be a new record in the Audit Trail 28. Each update of the incident either by the user or the customer service agent, there will be new record append to the Audit Trail log 29. The incident could be searched at the All Incident Menu and look at the statutory tabs that are available Strictly Private & Confidential Page 23 of 24
3.5 Logout Page 3.5.1 Method of usage 1. There is a Logout button residing on the top right corner along all the screens that are available in the system. 2. The user will be able to click on the button and exit from the current operating screen and redirect back to the main login page of the system. Strictly Private & Confidential Page 24 of 24