Get a Little Help with Your Help Desk Application


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  • Create counts for Account Company -> contacts and promotions Create drill down to them Add quick add button
  • Create counts for Account Company -> contacts and promotions Create drill down to them Add quick add button Cases -> Problem History. Remove extra menu.
  • Get a Little Help with Your Help Desk Application

    1. 1. Building a Help Desk Application Moderator: Jill Giampedraglia Presenter: Kirill Dmitriev We will start momentarily… Audio: Dial-in or use Voice over IP
    2. 2. Etiquette <ul><ul><li>Ask questions at any time via Question and Answer facility </li></ul></ul><ul><ul><ul><li>Moderator will queue them up and … </li></ul></ul></ul><ul><ul><ul><li>… I will read aloud and answer so everyone can hear </li></ul></ul></ul><ul><ul><ul><li>… in the order received </li></ul></ul></ul><ul><ul><ul><li>This allows everyone to hear the question and is much faster </li></ul></ul></ul><ul><ul><ul><li>We expect many questions during this webinar! </li></ul></ul></ul><ul><ul><li>Listening via computer (VOIP)? </li></ul></ul><ul><ul><ul><li>Turn up your computer’s volume! </li></ul></ul></ul><ul><ul><ul><li>... or put on a headset if you can’t hear </li></ul></ul></ul><ul><ul><ul><li>… or dial in via landline telephone if you still can’t hear </li></ul></ul></ul>
    3. 3. What is Covered in this Course <ul><ul><li>How Schema Design Affects Application Generation by Iron Speed Designer </li></ul></ul><ul><ul><li>What is Help Desk Application? </li></ul></ul><ul><ul><li>Building Help Desk Application </li></ul></ul>
    4. 4. To get most of Iron Speed Designer prepare your database first! <ul><ul><li>Iron Speed Designer uses database schema to create pages </li></ul></ul><ul><ul><li>Pages layout and functionality are driven by schema </li></ul></ul><ul><ul><li>Application performance depends on your schema </li></ul></ul><ul><ul><li>Properly designed schema is easy extendable </li></ul></ul><ul><ul><li>To create web application with Iron Speed Designer no knowledge of code, ASPX or other .NET concepts required but knowledge of database schemas, foreign keys, and SQL is helpful </li></ul></ul>
    5. 5. <ul><ul><ul><li>No repeating information: Use index tables </li></ul></ul></ul><ul><ul><ul><li>Less fields in table – more efficient </li></ul></ul></ul>Normalize Schema
    6. 6. Create Child Tables for 1-to-Many Relationships <ul><ul><li>Child tables are used to create </li></ul></ul><ul><ul><ul><li>Master-detail (parent-child) pages </li></ul></ul></ul><ul><ul><li>Child table examples </li></ul></ul><ul><ul><ul><li>Orders.CustomerID  Customers.CustomerID (one customer may have many orders) </li></ul></ul></ul><ul><ul><ul><li>OrderDetails.OrderID  Orders.OrderID (one order may have many line items) </li></ul></ul></ul><ul><ul><li>DBAs call this ‘normalizing your database’ </li></ul></ul>
    7. 7. Create Separate Lookup Tables <ul><ul><li>Lookup tables are used to create </li></ul></ul><ul><ul><ul><li>Dropdown lists for data entry </li></ul></ul></ul><ul><ul><ul><li>Display Foreign Key As </li></ul></ul></ul><ul><ul><li>Lookup table examples </li></ul></ul><ul><ul><ul><li>Order.ShipperID  Shipper.ShipperID (choose order shipping method: FedEx, UPS, USPS) </li></ul></ul></ul><ul><ul><ul><li>Displays “Shipped Via FedEx” (instead of “Shipped Via 3”) </li></ul></ul></ul>
    8. 8. Index! <ul><ul><ul><li>Index all Foreign keys, Primary keys and any fields you search by or filter by </li></ul></ul></ul><ul><ul><ul><li>Full text index is not supported. </li></ul></ul></ul>
    9. 9. Naming conventions <ul><ul><ul><li>Use meaningful names: they are used by Iron Speed Designer to create labels </li></ul></ul></ul><ul><ul><ul><li>Use Camel Case! Iron Speed Designer can parse names based on capitalization: ContactID -> Contact; UserName -> User Name </li></ul></ul></ul><ul><ul><ul><li>File name: use Companion field to specify a file name for File upload. See DesignerConfigurationOptions.xsl </li></ul></ul></ul><ul><ul><ul><li>Singular and Plural: helps to create proper names for pages: CategoriesTable instead of CategoryTable </li></ul></ul></ul>
    10. 10. Fields Data Types <ul><ul><ul><li>Using correct data type helps Designer to generate proper controls </li></ul></ul></ul><ul><ul><ul><li>If your string field is supposed to hold not more then 20 symbols limit its length to 20 (nvarchar(20)) </li></ul></ul></ul><ul><ul><ul><li>If your field can have only two values, use bit type </li></ul></ul></ul><ul><ul><ul><li>Use image type for images rather than binary </li></ul></ul></ul><ul><ul><ul><li>Use money rather than decimal for currency </li></ul></ul></ul>
    11. 11. Create Database Views for Complex Queries <ul><ul><li>Create Database views for </li></ul></ul><ul><ul><ul><li>Multi-table joins </li></ul></ul></ul><ul><ul><ul><li>Complex queries: distinct, not, nested queries </li></ul></ul></ul><ul><ul><li>Create via Microsoft Enterprise Manager or similar tool </li></ul></ul><ul><ul><ul><li>Designer treats database views just like database tables </li></ul></ul></ul><ul><ul><li>Database view examples </li></ul></ul><ul><ul><ul><li>Current quarter sales (query filters based on time) </li></ul></ul></ul><ul><ul><ul><li>Paid invoices (query filters based on status field) </li></ul></ul></ul><ul><ul><li>Iron Speed Designer is not a query construction tool ! </li></ul></ul>
    12. 12. Declare Primary Keys in your Database <ul><ul><li>Primary keys are used to create </li></ul></ul><ul><ul><ul><li>Show Record pages </li></ul></ul></ul><ul><ul><ul><li>Edit Record pages </li></ul></ul></ul><ul><ul><ul><li>Edit Table pages </li></ul></ul></ul><ul><ul><li>Primary key relationship examples </li></ul></ul><ul><ul><ul><li>Orders.OrderID </li></ul></ul></ul><ul><ul><ul><li>Shipper.ShipperID </li></ul></ul></ul><ul><ul><li>Not permitted to modify your database? </li></ul></ul><ul><ul><ul><li>Create a Virtual Primary Key in Iron Speed Designer </li></ul></ul></ul>
    13. 13. Declare Foreign Keys in your Database <ul><ul><li>Foreign keys are used to create </li></ul></ul><ul><ul><ul><li>Master-detail (parent-child) pages </li></ul></ul></ul><ul><ul><ul><li>Every Designer-built page can be a master-detail page! </li></ul></ul></ul><ul><ul><ul><li>Pages with data from multiple tables (multi-table joins) </li></ul></ul></ul><ul><ul><ul><li>Display Foreign Key As </li></ul></ul></ul><ul><ul><ul><li>To construct Joins for charts, sums, counts and filters </li></ul></ul></ul><ul><ul><li>Foreign key relationship examples </li></ul></ul><ul><ul><ul><li>OrderDetails.OrderID  Orders.OrderID </li></ul></ul></ul><ul><ul><ul><li>Orders.ShipperID  Shipper.ShipperID </li></ul></ul></ul><ul><ul><li>Not permitted to modify your database? </li></ul></ul><ul><ul><ul><li>Create a Virtual Foreign Key in Iron Speed Designer </li></ul></ul></ul>
    14. 14. Create Virtual Foreign Keys in Designer <ul><ul><li>Use VFKs if you can’t add a foreign key in your database </li></ul></ul><ul><ul><li>Used to create Master-Detail pages & Display Foreign Key As </li></ul></ul><ul><ul><li>Go to: Application Wizard’s Keys step OR Databases  New Virtual Foreign Key… </li></ul></ul>
    15. 15. What is Help Desk Application? <ul><ul><li>Help Desk = Support </li></ul></ul><ul><ul><li>Facing customers – support application </li></ul></ul><ul><ul><li>Facing Company = portion of CRM </li></ul></ul><ul><ul><li>CRM = Customer relationship management </li></ul></ul><ul><ul><li>Manage all interactions with customers: </li></ul></ul><ul><ul><li>Sales </li></ul></ul><ul><ul><li>Support </li></ul></ul><ul><ul><li>Marketing </li></ul></ul>
    16. 16. CRM: Sales Management <ul><ul><li>Manage orders and invoices </li></ul></ul><ul><ul><li>Create workflow to process new customers and orders </li></ul></ul><ul><ul><li>Manage products and services </li></ul></ul><ul><ul><li>Get sales statistics and reports </li></ul></ul>
    17. 17. CRM: Support (Help Desk) <ul><ul><li>Manage technical support cases </li></ul></ul><ul><ul><ul><li>Update case </li></ul></ul></ul><ul><ul><ul><li>Update case status </li></ul></ul></ul><ul><ul><ul><li>By Engineer by Customer </li></ul></ul></ul><ul><ul><ul><li>Integrate with Customer’s account </li></ul></ul></ul>
    18. 18. CRM: Marketing <ul><ul><li>Advertising partners statistics and management </li></ul></ul><ul><ul><li>Clicks and/or orders counts </li></ul></ul><ul><ul><li>Campaigns management </li></ul></ul><ul><ul><li>Emails management </li></ul></ul><ul><ul><li>Perspective customers management </li></ul></ul><ul><ul><li>Other reports and graphs </li></ul></ul>
    19. 19. Customer Support <ul><ul><li>Customer account management </li></ul></ul><ul><ul><ul><li>Create new, update existing </li></ul></ul></ul><ul><ul><ul><li>Merge / split accounts </li></ul></ul></ul><ul><ul><ul><li>Add / remove products </li></ul></ul></ul><ul><ul><li>Notes / document management </li></ul></ul><ul><ul><ul><li>Customer’s feedback </li></ul></ul></ul><ul><ul><ul><li>Internal notes </li></ul></ul></ul>
    20. 20. Benefits of CRM <ul><ul><li>Decrease in operational costs </li></ul></ul><ul><ul><ul><li>Effective account management and tracking </li></ul></ul></ul><ul><ul><ul><li>Effective product management </li></ul></ul></ul><ul><ul><li>Increase in revenue </li></ul></ul><ul><ul><ul><li>Effective marketing campaigns management </li></ul></ul></ul><ul><ul><li>Decision making support </li></ul></ul><ul><ul><ul><li>Statistics and reports </li></ul></ul></ul><ul><ul><li>Customer satisfaction </li></ul></ul><ul><ul><ul><li>Better customer support </li></ul></ul></ul>
    21. 21. Building Help Desk with Iron Speed Designer? <ul><ul><li>Select all tables and create pages </li></ul></ul><ul><ul><ul><li>Iron Speed Designer creates all pages and all functionality </li></ul></ul></ul><ul><ul><ul><li>Add security via Designer and application is done! </li></ul></ul></ul><ul><ul><li>Only thing is missing… </li></ul></ul><ul><ul><li>Usability! </li></ul></ul><ul><ul><li>Your work is to delete unnecessary pages and clean interface </li></ul></ul><ul><ul><ul><li>Define your main entry point </li></ul></ul></ul><ul><ul><ul><li>Define menus </li></ul></ul></ul><ul><ul><ul><li>Define for each task how it should be done </li></ul></ul></ul><ul><ul><ul><li>Add formulas and charts </li></ul></ul></ul>
    22. 22. Tips and tricks <ul><ul><li>Add hyperlink to drill down on count </li></ul></ul><ul><ul><ul><li>= IF(ParseInteger(LOOKUP(OrdersCountQuery, EmployeeID))=0,&quot;&nbsp;&quot;, &quot;<a href='../Orders/ShowOrdersTable.aspx?EmployeeID=&quot;+EmployeeID+&quot;' >&quot;+Format(LOOKUP(OrdersCountQuery, EmployeeID), &quot;#,###&quot;)+&quot;</a>&quot;) </li></ul></ul></ul><ul><ul><li>Add Audit </li></ul></ul><ul><ul><ul><li>CreatedOn = Now(); CreatedBy = UserID() </li></ul></ul></ul><ul><ul><li>Use edit / show / add buttons for index tables rather than direct menu. </li></ul></ul>
    23. 23. Tips and tricks <ul><ul><li>Create pages for one page, see what you want to change and adjust Application Generation Options before creating other pages. </li></ul></ul><ul><ul><li>To add child detail tables to a record below in tab first drop them inside the record and then cut and paste. </li></ul></ul>
    24. 24. Create an Application: Application Wizard <ul><ul><li>Go to: Tools  Application Wizard… OR Files  New Application… </li></ul></ul>
    25. 25. Questions?