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Get a Little Help with Your Help Desk Application
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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.
  • Transcript

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