Overview
This course 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.
Who should attend
This course is designed for support analysts that will be using Supportworks ITHD.
Pre-requisites:
Apart from general Windows application usage, there are no pre-requisites as this course is designed for new users of Supportworks.
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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| Course Duration: | 1 Day - Instructor led |
| Course Code: | T-OUI |
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