Overview
This course covers two parts:
- Day 1: User introduction:
Provides delegates with a solid grounding in the use of Supportworks ITHD. It is designed to give a support analyst practical experience of topics such as; how a call is logged and carried forward to resolution, how an SLA affects a call, how to build call automation with scheduled calls and template based calls. Delegates will understand how to incorporate processes within a call using workflow, use system reports and Supportworks SelfService to allow customers to view, or manage their own calls.
- Day 2-3: Supportworks Administration:
Covers all the key aspects of administering Supportworks ITHD. Delegates will gain practical experience of the main components of Supportworks and how they are used. The course will also address system setup, covering data entities, call profiles, Operators Scripts and building SLAs. Delegates will benefit from a hand-on introduction to customising Supportworks ITHD, including editing the Data Dictionary and creating new call handling forms.
Who should attend
This course is intended for all staff that will be administering Supportworks ITHD. It is primarily aimed at support analysts who have been using the system for less than 3 months but can also be of benefit to analysts that require a better understanding of the modules contained within this course.
Pre-requisites:
Apart from general Windows application use, delegates attending this course should also have a good foundation in SQL database technology and general IT system administration.
Day 1: Topics covered include:
- How to Access the System
- What is the Supportworks Client
- The Main Client Window
- Toolbar Buttons and Tooltips
- Supportworks Messenger
- The Supportworks Today View
- The Helpdesk View
- Call logging
- The Call Life Cycle
- Various Call actions
- Quick log Calls
- Scheduled Calls
- Watched Calls
- Call List Options
- Managing Calls via Email
- Managing Customer information
- Managing Asset information
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- Working with Issues
- Creating an Issue from Calls
- Creating an Issue without Calls
- Using workflows
- Worklist and Work Items
- Workflow Templates
- Creating easy access to Web sites
- Gaining access to FTP servers
- Searching the Knowledgebase
- Adding a Call to Knowledgebase
- Submitting an external document to Knowledgebase
- Reporting
- Running system reports
- Scheduling a Report
- Web access to Supportworks
- Launching Supportworks SelfService
- SelfService Functions
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Day 2 -3: Topics covered include:
- Supportworks Architecture
- Installation of Supportworks
- Components of Supportworks
- Directory Structure
- Email within Supportworks
- Managing Analyst Related Data and Settings
- Managing Customer Related Data
- Managing Asset Related Data
- Administration via the Client
- Workflow management
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- Managing Data Dictionaries
- Creating and Designing Forms
- Global Parameters
- Supportworks Reporting
- Supportworks SelfService
- How to backup Supportworks
- Supportworks Database Schema/Configuration Tool
- Support Analyst Permissions
- Importing/Exporting Data with Supportworks
- Call Status Values
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| Course Duration: | 3 Days - Instructor-led |
| Course Code: | T-CSP |
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