Getting Started
Guide

Version 6.10
ii

HEAT PowerDesk
Copyright  2000 FrontRange Solutions Inc. All Rights Reserved.
GoldMine, GoldSync, HEAT, Maestro Commerce and other
Front...
iv

HEAT PowerDesk
END-USER LICENSE AGREEMENT (“EULA”)
IMPORTANT – READ CAREFULLY
THIS EULA IS A LEGAL AGREEMENT BETWEEN YOU (“YOU” OR “LICEN...
user accessing the database (via a web-enabled HEAT product) is
considered to be utilizing one concurrent user license. No...
under this EULA. You acknowledge that the Licensed Software contains
information deemed confidential or otherwise propriet...
IN NO EVENT WILL FRONTRANGE SOLUTIONS BE LIABLE FOR
INDIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES
ARISING OUT OF ...
9.

Export Control. You may not export, ship, transmit, or re-export the Licensed
Software in violation of any applicable ...
14.

Waiver. The waiver or failure of either party to exercise in any respect any
right provided for in this EULA shall no...
Contents
1 About HEAT PowerDesk
Introduction to HEAT PowerDesk ..............................................................
Sending Mail ........................................................................................................ 4-12...
Transferring Assets ............................................................................................. A-7
Sche...
xiv

HEAT PowerDesk
About HEAT
PowerDesk...
In This Chapter:
• Introduction to HEAT PowerDesk
• Basic Functionality
About HEAT PowerDesk...

1-2

HEAT PowerDesk
HEAT PowerDesk is a very powerful support center desktop solution. It is
readily customizable so you can track your import...
About HEAT PowerDesk...

Quick Reference Card
The HEAT PowerDesk Quick Reference card(s) included with your product
will a...
Ready, Set, Go...
In This Chapter:
• System Requirements
• Installation and Licensing
• Quick Start Wizard
Ready, Set, Go...

2-2

HEAT PowerDesk
System Requirements
Client Workstation Operating Systems
Any of the following workstation operating systems are recommende...
Ready, Set, Go...

CAUTION: If you install a version other than Microsoft Access 2000 or install
another software package ...
3. The installer extracts the file. Please Wait.
NOTE: Steps 3 through 5 could take several minutes.

4. The Windows Insta...
Ready, Set, Go...

5. HEAT PowerDesk will prepare the Installation Wizard. Please
continue to Wait.

6. Read the Administr...
8. Browse to the path for your Network Location, and then click OK.
NOTE: If you install this to a local drive which you p...
Ready, Set, Go...

9. Click Install.

10. HEAT PowerDesk installs the files to the network. Please Wait.

NOTE: The first ...
Client Installation
Following the administrative install of HEAT PowerDesk, you can proceed
with the client workstation in...
Ready, Set, Go...

5. Select Typical, Complete, or Custom.
NOTE: Typical installs basic Call Logging (including FLS) on th...
6. Click Next.
7. If you selected either a Typical or Complete installation, go to
step 9.
8. If you selected a Custom ins...
Ready, Set, Go...

9. Expand the feature tree by clicking the “X” next to each module,
and then review your installation s...
11. Click Change if the installation path should be changed, then
browse to the appropriate path.

12. Click Next.
Getting...
Ready, Set, Go...

13. When the settings are correct, click Install.

14. HEAT PowerDesk begins installing. Please wait.

...
NOTE: If you installed the Administrator module, by choosing a Complete
installation or by enabling the System Administrat...
Ready, Set, Go...

18. Type the following license information: HDA Number, Company
Name, and License Code.
NOTE: This info...
21. Click Finish to complete the licensing and/or installation of HEAT
PowerDesk.
22. Restart Windows.

Quick Start Wizard...
Ready, Set, Go...

answer each as best you can; then launch Call Logging and take a look.
Run QSW again, make any changes,...
The Begin section guides you as you set your preferences. This is where
you personalize the database with your company nam...
Ready, Set, Go...

The Customer section allows you to choose between two types of customer
models. Most Support Desks serv...
The Call Type section offers you the opportunity to decide whether or not
to include the predetermined Call Types. For eac...
Ready, Set, Go...

• RMA is a Return Material Authorization form.
• Service Call summarizes the type of service and tracks...
The Theme section provides a selection of color themes. You can have
your Call Records, Customer Records, and Validation f...
Ready, Set, Go...

2-24

HEAT PowerDesk
Just the Basics...

In This Chapter:
• Opening and Closing a Call
• Using Detail Forms
• Making Assignments
• Creating Jou...
Just the Basics...

3-2

HEAT PowerDesk
Call Logging is the foundational application in HEAT PowerDesk. This is
where issues and their details are logged, respons...
Just the Basics...

The Fields

• Call ID Number: The Call ID Number is a unique system-generated
number that identifies e...
Customer Record Forms

• Profile: The Profile form displays Profile table information (that is,

information specific to t...
Just the Basics...

Opening and Closing a Call
Launch Call Logging
Each user who logs into HEAT PowerDesk needs a User ID ...
3. Click OK.

Open Existing Calls
Call Logging prompts you to Restore Saved Groups from Previous
Session. Click Yes to ope...
Just the Basics...

2. Select the Call Group you want to open , then click Open.
NOTE: Use Windows functionality to toggle...
4. Complete the Call Description and Call Type.
5. Complete Detail, Assignment, and Journal forms as needed.
NOTE: The Det...
Just the Basics...

Call Record and Next Call Record navigation arrows, by selecting
Group>>Call Record Browse, or by pres...
of numbers or text. Boolean operators enable you to test the truth
or falsity of conditions and relational operators let y...
Just the Basics...

Abandoning Changes or Deleting a Call Record
If necessary, Call Records can be deleted and/or changes ...
3. Change the Call Status to Closed
-orClick the Quick Close toolbar button

.

4. The Closed By, Date, and Time fields ar...
Just the Basics...

Using Detail Forms
Detail forms are designed to capture additional information about a
specific type o...
NOTE: Another option for creating an assignment is to use the Quick
Assignment toolbar button

. You can choose an Assigne...
Just the Basics...

Creating Journals
Journal entries are used to track updates, document conversations, capture
research ...
Ready for the
Advanced...
In This Chapter:
• Introducing the InfoCenter
• Utilizing AutoTasks
• Using SupportMail
Ready for the Advanced...

4-2

HEAT PowerDesk
Advanced features within Call Logging include the InfoCenter (including
the Call Map and the HEATBoard), AutoTasks, First ...
Ready for the Advanced...

Managing the HEATBoard
The HEATBoard can be used to notify all users about major issues linking...
Creating an Issue
To create an issue or message unrelated to any logged call
1. Click the New HEATBoard Issue toolbar butt...
Ready for the Advanced...

4. If No Expiration is selected, the issue remains on the HEATBoard
until it is removed. The ot...
3. In the Enter Value dialog box, click Validate.

4. Select one of the sample employees and then click OK.
5. Click OK in...
Ready for the Advanced...

2. Select Personal, Global, or All under View.
Note:

All includes both Personal and Global Cal...
5. Type the new name for your AutoTask.
6. Select the Display on Menu check box if you want your new
AutoTask displayed as...
Ready for the Advanced...

10. Select an action from the Specify Action Type dialog box.
11. Complete the information requ...
Using SupportMail
SupportMail is an electronic mail system within Call Logging. SupportMail
can be used to send messages t...
Ready for the Advanced...

3. View the attached Call Record by clicking the Call ID number
button

on the bottom right cor...
2. Click the Address button to the right of the To box.

3. Select a single HEAT PowerDesk user from the address list or
p...
Ready for the Advanced...

8. Click Attach Call if you want the current Call Record to be
displayed for the reader.
9. Cli...
Mail Toolbar
The toolbar buttons provide easy access to mail tools.

A

B

C

D

E

F G H

I

J

A. New Message – Launches...
Ready for the Advanced...

4-16

HEAT PowerDesk
Table Me...
In This Chapter:
• Planning Table Additions
• “On the Fly” Table Maintenance
• Adding a Table Value
• Creating...
Table Me...

5-2

HEAT PowerDesk
At the core of HEAT PowerDesk is a database composed of relational
tables. These tables are populated with sample data and...
Table Me...

Planning Table Additions
The tables in your HEAT PowerDesk database are relational. They work
together. The d...
Calls
CallType is the foundation for both the Cause and SubCallType tables.
Call Types may be added but Detail forms are o...
Table Me...

Products and Equipment
Designating Configuration Types and Equipment Types are foundational
to building the e...
Configuration Tables
When building Configuration tables, the Config Type table is foundational
to most, followed by the Eq...
Table Me...

add the value to the table for this call and to make it available for future
calls.
Using the sample data, se...
7. Type Internet in the Call Source box.
8. Click the Save Record button.
9. Notice that Internet now appears on the table...
Table Me...

Adding a Table Value
Before we look at complex tables, let’s add a value to a simple table. Using
the sample ...
3. Notice that Software is already a Config Type. Since HEAT PowerDesk is a Software, no maintenance is needed here.

4. C...
Table Me...

5. Notice that Database Software is already in the table. Since HEAT
PowerDesk is a database software, no mai...
9. Type FrontRange Solutions, Inc. in the Vendor Name box.
10. Type 1125 Kelly Johnson Blvd. in the Address 1 box.
11. Typ...
Table Me...

16. Select Equipment from the Table drop-down list.

17. Notice that HEAT PowerDesk is not included in the li...
22. Type HEAT in the Brand box.
23. Type PowerDesk in the Product box.
24. Type Support Center Solution in the Description...
Table Me...

NOTE: Configuration tables are customer specific. When adding a Config
record, it is important that you selec...
8. Double-click on the DClark, Software, Database record.

9. Take a moment to admire your new Software Configuration reco...
Table Me...

1. Click the New Call Record toolbar button

.

2. Select Organization.
NOTE: If you need to change the Custo...
5. Complete the form with information about one of your customers
or use our sample data in the following steps.

6. Type ...
Table Me...

9. Do not type a value in the Fax box.
10. Type 123 Main Street in the Address box.
11. Type Anywhere in the ...
18. Select WECARE.
19. Click OK.
20. Type NiCole Nickerson in the Name box.
21. Type nnickerson@wecare.com in the EMail bo...
Table Me...

1. In Call Logging, select Customer>>Search.

2. Select Organization in the Customer Type box.
3. Select Prof...
Adding a Call Type
Call Types can be added to your Call Type table at any time. However, the
only Call Types that will hav...
Table Me...

11. With the cursor in the Employee ID box, press F9.
12. Select KWash.
13. Click OK.
14. Notice that the Det...
Answer Me This...
In This Chapter:
• FLS - First Time Setup
• Using FLS
• Answer Wizard Reports
Answer Me This...

6-2

HEAT PowerDesk
First Level Support (FLS) is a simple yet powerful tool used to build
knowledge bases. Whether purchased or custom-built, ...
Answer Me This...

To import your tree:
1. Click the FLS toolbar button.

2. Select File>>Import.

3. Click Select Source....
4. Browse to the PowerDesk.dst file located in the Data folder under
your HEAT PowerDesk network installation.
5. Click Op...
Answer Me This...

8. Type HEAT PowerDesk.
9. Click OK.

10 Click Select.
11. Click Attachment Directory.

6-6

HEAT Power...
12. Browse to the Network location where you want to store the
attachments for FLS.

NOTE: Browse to your network install ...
Answer Me This...

13. Click OK select an attachment folder.

14. Click OK to import the tree.

6-8

HEAT PowerDesk
15. If the above dialog box appears, click Retain All.

16. Wait while FLS decompresses the files.

17. Click the + next t...
Answer Me This...

18. Click File Attachments.

19. Open the attachments to confirm the setup of FLS and attachments.
NOTE...
2. Type your administrative User ID and password.

3. Select Set System Defaults.
4. Click Next.

Getting Started Guide 6-...
Answer Me This...

5. Select FLS Search Defaults.
6. Click OK.

7. Click Browse.

6-12

HEAT PowerDesk
8. Select your default knowledge tree. (Initially the only choice is the
PowerDesk Sample Tree until others are imported t...
Answer Me This...

12. Browse to the fields in Call Logging that you want to use for
default knowledge tree searches. (Mos...
18. Check Case Sensitive Search only if you want to limit your results based upon whether or not search words are capitali...
Answer Me This...

Using FLS
There are two basic ways to search FLS for solutions. If you are still using
the sample data,...
Perform a general knowledge tree search as follows:
1. Click the FLS toolbar button
2. Click the Search toolbar button

in...
Answer Me This...

Posting Solutions from Call Logging into FLS
If you want to post a Call Record solution to FLS, make su...
7. Your new solution has been added to FLS.
Enabling Administrator Options
To enable the administrator options, perform th...
Answer Me This...

Approving Nodes
Solutions (nodes) can be added, edited, or marked for deletion by users.
However, the F...
7. If you do not want to approve the added information, click Delete.
- or Edit the information (either added or changed) ...
Answer Me This...

• Purchase Order reports include summaries by accounting code,
department, vendor, and payment method.
...
5. Click Add Report.

6. Type a name for the report.
7. Browse to the location of the report.

8. Type a description for t...
Answer Me This...

5. Click Next at the bottom of the window.

6. Select All priorities.
7. Click Next.

6-24

HEAT PowerD...
8. Select Bar for the report style in this example.
9. Click Next.

10. Select Yes to see report details.
11. Click Next.
...
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
Heat power desk getting started guide
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Heat power desk getting started guide

  1. 1. Getting Started Guide Version 6.10
  2. 2. ii HEAT PowerDesk
  3. 3. Copyright  2000 FrontRange Solutions Inc. All Rights Reserved. GoldMine, GoldSync, HEAT, Maestro Commerce and other FrontRange products and brands are registered trademarks or trademarks of FrontRange Solutions Inc. in the U.S. and/or other countries. Other products and brands are registered trademarks or trademarks of their respective owners/companies. USE OF THIS SOFTWARE AND ITS RELATED USER DOCUMENTATION ARE SUBJECT TO THE TERMS AND CONDITIONS OF THE APPLICABLE END-USER LICENSE AGREEMENT (EULA), A COPY OF WHICH IS FOUND IN THE USER DOCUMENTATION. YOU MUST AGREE TO THE TERMS AND CONDITIONS OF THE EULA IN ORDER TO USE THIS SOFTWARE. IF YOU DO NOT AGREE TO THE TERMS AND CONDITIONS OF THE EULA, PROMPTLY RETURN THE UNUSED SOFTWARE TO THE PLACE FROM WHICH YOU OBTAINED IT FOR A REFUND. In no event, shall any part of the related user documentation be reproduced, transmitted, stored in a retrieval system, or translated into any language, without the express written permission of FrontRange Solutions Inc. (US/August 2000) HEAT PowerDesk Version 6.10 Getting Started Guide iii
  4. 4. iv HEAT PowerDesk
  5. 5. END-USER LICENSE AGREEMENT (“EULA”) IMPORTANT – READ CAREFULLY THIS EULA IS A LEGAL AGREEMENT BETWEEN YOU (“YOU” OR “LICENSEE”) AND FRONTRANGE SOLUTIONS INC. (A DELAWARE CORPORATION WITH ITS PRINCIPAL PLACE OF BUSINESS IN COLORADO), ON ITS OWN BEHALF AND ON BEHALF OF ITS SUBSIDIARIES, DIVISIONS AND AFFILIATES (COLLECTIVELY REFERRED TO AS “FRONTRANGE SOLUTIONS”), FOR THE SOFTWARE PRODUCT IDENTIFIED ABOVE WHICH INCLUDES COMPUTER SOFTWARE AND ASSOCIATED MEDIA AND DOCUMENTATION (COLLECTIVELY “LICENSED SOFTWARE”). BY OPENING THE SOFTWARE PACKAGING, COMPLETING THE SERIALIZATION PROCESS, OR INSTALLING, ACCESSING OR UTILIZING THE LICENSED SOFTWARE, YOU AGREE TO BE BOUND BY THE TERMS OF THIS EULA. IF YOU DO NOT AGREE WITH THE TERMS OF THIS EULA, PROMPTLY RETURN THE UNUSED LICENSED SOFTWARE TO THE PLACE FROM WHICH YOU OBTAINED IT FOR A REFUND. 1. Protection/Ownership. The Licensed Software is protected by copyright and other intellectual property laws. FrontRange Solutions retains ownership of the Licensed Software and the copies of the Licensed Software provided herewith. The Licensed Software is licensed to Licensee for use subject to the terms set forth in this EULA. 2. Grant of License. FrontRange Solutions hereby grants to Licensee and Licensee fully accepts, upon delivery, a nonexclusive and nontransferable right to use only the executable version (no source code) of the Licensed Software for its own internal business purposes. You may use only one copy of the Licensed Software installed on one server accessing one database. Installation of the Licensed Software entails completion of a serialization procedure in which You will be required to enter a serialization code(s) provided to You as part of the Licensed Software. You agree not to disclose the serialization code provided to you to any third party. The serialization code indicates to the loaded software the number of authorized concurrent users covered by the license. 3. Scope of License. You are allowed only the number of concurrent users of the Licensed Software as shown in the corresponding purchase order or other order confirmation form, but in no event more than three (concurrent) users. The number of authorized concurrent users covered by the license will be visually displayed to You during the serialization procedure. A remote Getting Started Guide v
  6. 6. user accessing the database (via a web-enabled HEAT product) is considered to be utilizing one concurrent user license. Nothing in this paragraph shall limit Licensee from allowing its employees, agents or representatives or the employees, agents or representatives of Licensee’s subsidiaries, if any, from accessing or using the Licensed Software for its own internal business purposes; provided, however that (i) the total number of concurrent users does not exceed the number of authorized concurrent users covered by the license; and (ii) use or access is restricted to no more than one copy of the Licensed Software installed on one server accessing one database. 4. Transfer. Licensee may not resell or otherwise transfer for value the Licensed Software. Notwithstanding the foregoing, Licensee may assign all of its licensed rights and duties under this EULA to a third-party that: (a) directly or indirectly controls Licensee; (b) is controlled by or under common control with Licensee; or (c) purchases all or substantially all of Licensee’s assets; provided, however, that (i) Licensee gives written notice to FrontRange Solutions of the transfer or assignment; (ii) the permitted thirdparty assignee agrees to be bound by all the terms herein and completes and returns a registration card or other requested transfer documentation to FrontRange Solutions; and (iii) in no circumstance shall any transfer or assignment, unless specifically agreed upon in writing, (y) release Licensee from any prior outstanding obligation under this EULA, or (z) allow Licensee or Licensee’s transferee or assignee, collectively, to utilize more licenses than the number of licenses authorized under this EULA. If You transfer the Licensed Software, You must simultaneously transfer possession of all associated media and documentation, and remove all Licensed Software from Your computers. 5. Restrictions. You agree not to copy the Licensed Software except for backup and disaster recovery purposes, or as described in the documentation comprising the Licensed Software. If You make backup copies of the Licensed Software, the original copy of the Licensed Software and all backup copies that You make may not leave your control and are owned by FrontRange Solutions. You agree that this is a license only and that no title passes to You. You agree not to challenge FrontRange Solutions’ rights in or otherwise attempt to assert any rights in the Licensed Software, except those provided under this EULA. You agree not to disclose, modify, decompile, translate, disassemble or reverse engineer the Licensed Software. You agree not to distribute, rent or lease the Licensed Software. You agree not to use the Licensed Software except as expressly permitted vi HEAT PowerDesk
  7. 7. under this EULA. You acknowledge that the Licensed Software contains information deemed confidential or otherwise proprietary to FrontRange Solutions, and You agree to handle the Licensed Software with at least the same degree of care employed with respect to Your own confidential or proprietary information. You shall pay all applicable taxes related to the licensing of the Licensed Software. If necessary, You shall provide FrontRange Solutions written evidence of Your exemption from otherwise applicable taxes. 6. Warranty/Remedy/Limitation of Liability. THE WARRANTY AND REMEDY SET FORTH BELOW ARE EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES AND REMEDIES, ORAL OR WRITTEN, EXPRESSED OR IMPLIED. Except pursuant to paragraph 13, no FrontRange Solutions reseller, dealer, agent or employee is authorized to modify or add to the following warranties and remedies. Where applicable, FrontRange Solutions warrants the Licensed Software media to be free from defects in materials under normal use for a ninety (90) day period after FrontRange Solutions delivers the Licensed Software to You. If You discover physical defects in the software media, FrontRange Solutions will at its option either replace the software media at no charge to You or refund the license fee paid, provided You return the Licensed Software with proof of payment to FrontRange Solutions during the 90-day period after having taken delivery of the Licensed Software. To the maximum extent permitted by applicable law, except as provided above, FRONTRANGE SOLUTIONS MAKES NO WARRANTY OR REPRESENTATION, EITHER EXPRESSED OR IMPLIED WITH RESPECT TO THE LICENSED SOFTWARE, ITS QUALITY, PERFORMANCE, MERCHANTABILITY, OR FITNESS FOR A PARTICULAR PURPOSE. AS A RESULT, THE LICENSED SOFTWARE IS LICENSED “AS IS” AND YOU, THE LICENSEE, ARE ASSUMING THE ENTIRE RISK AS TO ITS QUALITY AND PERFORMANCE. You understand and acknowledge that FrontRange Solutions will not be liable for network-related problems attributable to the operation of the Licensed Software and that network configuration changes may affect the system’s performance. Except for liability arising under paragraph 7 below, FrontRange Solutions’ entire liability under this EULA shall be limited to the amount actually paid by You for the Licensed Software. Getting Started Guide vii
  8. 8. IN NO EVENT WILL FRONTRANGE SOLUTIONS BE LIABLE FOR INDIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES ARISING OUT OF THE USE OR INABILITY TO USE THE LICENSED SOFTWARE, even if advised of the possibility of such damages. In particular, and without limitation, FrontRange Solutions shall have no liability for any data stored or processed with the Licensed Software, including the costs of recovering such data. 7. Indemnification. FrontRange Solutions represents that it has the right to grant to Licensee the license to use the Licensed Software as set forth in this EULA without violating any rights of any third party and that there is no actual or threatened suit by any third party based on an alleged violation of such right by FrontRange Solutions. FrontRange Solutions will defend, indemnify and hold Licensee harmless from any third party claim that the Licensed Software infringes any copyright, trademark or trade secret owned or controlled by the third-party; provided, however, that (i) FrontRange Solutions shall be notified promptly in writing by Licensee of any such claim; (ii) FrontRange Solutions shall have sole control of the defense of any action on such claim and all negotiations for its settlement or compromise; (iii) Licensee shall cooperate with FrontRange Solutions, at FrontRange Solutions’ expense, in a reasonable way to facilitate the settlement or defense of such claim; (iv) such claim does not arise from Licensee’s modifications not authorized by FrontRange Solutions; and (v) should the Licensed Software become, or in FrontRange Solutions’ opinion likely to become, subject to such claim of infringement, then Licensee shall permit FrontRange Solutions, at FrontRange Solutions’ option and expense, either (a) to procure for Licensee the right to continue using the Licensed Software, or (b) to replace or modify the Licensed Software so that it becomes noninfringing and performs in a substantially similar manner to the original product, or (c) upon failure of (a) or (b), despite the reasonable efforts of FrontRange Solutions, to terminate this EULA and return the license fee paid by Licensee for the Licensed Software. 8. Maintenance and Support. FrontRange Solutions provides maintenance and/or technical support (including upgrades and enhancements) for the Licensed Software only through separate Agreements and/or through third-parties. Please contact FrontRange Solutions or the place from which You obtained the Licensed Software if You wish to obtain maintenance and/or technical support through the execution of such an agreement. viii HEAT PowerDesk
  9. 9. 9. Export Control. You may not export, ship, transmit, or re-export the Licensed Software in violation of any applicable law or regulation, including, without limitations, the Export Administration Regulations issued by the United States Department of Commerce. 10. United States Government Restricted Rights. The Licensed Software is provided with RESTRICTED RIGHTS. Use, duplication, or disclosure by the federal government is subject to restricted rights as set forth in subparagraph (c)(1)(ii) of The Rights in Technical Data and Computer Software clause at 252.227-7014 for DOD contracts and at FAR (48 CFR 52.227-19) for civilian agency contracts or other comparable agency clauses. 11. Termination. Your right to use the Licensed Software continues until this EULA is terminated. You may terminate this EULA at any time by destroying all of Your copies of the Licensed Software. This EULA will automatically terminate if You fail to comply with the material terms of this EULA. Upon any termination, You agree to remove all Licensed Software from Your computers, destroy all copies of the Licensed Software, and, upon request from FrontRange Solutions, certify in writing Your compliance herewith. 12. Severability. If any of the terms, or portions thereof, of this EULA are invalid or unenforceable under any applicable statute or rule of law, the court shall reform the contract to include an enforceable term as close to the intent of the original term as possible; all other terms shall remain unchanged. 13. Whole Agreement. This EULA constitutes the entire agreement between You and FrontRange Solutions relating to the subject matter hereof, and any additions to, or modifications of, this EULA shall be binding upon the parties only if the same shall be in writing and duly executed by You and by a duly authorized officer of FrontRange Solutions. THE TERMS AND CONDITIONS OF ANY CORRESPONDING PURCHASE ORDER OR OTHER ORDER CONFIRMATION FORM RELATING TO THE LICENSED SOFTWARE ARE ONLY BINDING ON FRONTRANGE SOLUTIONS IF SUCH TERMS AND CONDITIONS ARE AGREED TO IN WRITING IN ACCORDANCE WITH THE PRIOR SENTENCE AND IN A DOCUMENT OTHER THAN THE PURCHASE ORDER OR OTHER ORDER CONFIRMATION FORM. Getting Started Guide ix
  10. 10. 14. Waiver. The waiver or failure of either party to exercise in any respect any right provided for in this EULA shall not be deemed a waiver of any further or future right under this EULA. 15. Assignability. This EULA shall inure to the benefit of, and is freely assignable to, FrontRange Solutions’ successors and assignees of rights in the Licensed Software. 16. Third Party Owners. The Licensed Software may include software owned by third-parties (collectively “Third-Party Owners”). The Third-Party Owners are third-party beneficiaries of this EULA and You agree to be bound to them under all the terms and conditions of this EULA, unless a separate license agreement covering such software is required by a given ThirdParty Owner and has been executed by You. 17. Resellers. If Licensee acquired the Licensed Software through an authorized FrontRange Solutions reseller (“Reseller”), Licensee acknowledges that (i) payment and delivery terms for the Licensed Software must be established separately and independently between the Licensee and the Reseller; (ii) this EULA constitutes the entire agreement between the Licensee and FrontRange Solutions regarding the license rights for the Licensed Software as described above and is controlling; (iii) the terms and conditions of any purchase order or any other agreement between the Licensee and the Reseller are not binding on FrontRange Solutions; (iv) the Reseller is not FrontRange Solutions’ agent and is not authorized to alter, amend or modify the terms of this EULA or to otherwise grant any license or other rights relating in any way to the Licensed Software; and (v) Licensee’s nonpayment of any amount due to a Reseller relating to its licensed rights under this EULA shall constitute a basis for FrontRange Solutions’ termination of this EULA. Licensee further acknowledges that FrontRange Solutions makes no representation or warranty with regard to any services provided by any Reseller, or any actions or failures to act by any Reseller. x HEAT PowerDesk
  11. 11. Contents 1 About HEAT PowerDesk Introduction to HEAT PowerDesk .................................................................... 1-3 Quick Reference Card .......................................................................................... 1-4 Getting Started Guide .......................................................................................... 1-4 2 Ready, Set, Go... System Requirements ........................................................................................... 2-3 Installation and Licensing ................................................................................... 2-4 Administrative Installation ................................................................................ 2-4 Client Installation .................................................................................................. 2-9 Quick Start Wizard ............................................................................................. 2-17 3 Just the Basics... Before You Begin .................................................................................................. 3-3 Important Terms and Concepts .......................................................................... 3-3 Opening and Closing a Call ................................................................................ 3-6 Launch Call Logging ............................................................................................ 3-6 Open Existing Calls ............................................................................................... 3-7 Logging a New Call ............................................................................................. 3-8 Locating and Editing an Existing Call ............................................................... 3-9 Abandoning Changes or Deleting a Call Record .......................................... 3-12 Closing a Call ....................................................................................................... 3-12 Reopening a Closed Call .................................................................................... 3-13 Using Detail Forms ............................................................................................. 3-14 Making Assignments .......................................................................................... 3-14 Creating Journals ................................................................................................ 3-16 4 Ready For the Advanced... Introducing the InfoCenter ................................................................................. 4-3 Using the Call Map ............................................................................................... 4-3 Managing the HEATBoard ................................................................................. 4-4 Utilizing AutoTasks .............................................................................................. 4-6 Using SupportMail .............................................................................................. 4-11 Viewing Mail ........................................................................................................ 4-11 Getting Started Guide xi
  12. 12. Sending Mail ........................................................................................................ 4-12 Mail Toolbar ........................................................................................................ 4-15 5 Table Me... Planning Table Additions .................................................................................... 5-4 “On the Fly” Table Maintenance ........................................................................ 5-7 Adding a Table Value ........................................................................................ 5-10 Creating a New Configuration Record ........................................................... 5-10 Creating a Customer Profile ............................................................................. 5-17 6 Answer Me This... FLS – First Time Setup ......................................................................................... 6-3 Import Your Knowledge Tree ............................................................................ 6-3 Setting System Defaults ..................................................................................... 6-10 Using FLS ............................................................................................................. 6-16 Call Record Search .............................................................................................. 6-16 FLS Tree Search ................................................................................................... 6-16 Administering the FLS Trees ............................................................................ 6-17 Answer Wizard Reports .................................................................................... 6-21 Report Categories ............................................................................................... 6-21 Launching an Answer Wizard Report ............................................................. 6-23 7 Please Manage Me... How HEAT PowerDesk Works ......................................................................... 7-3 About Concurrent Users ..................................................................................... 7-4 Checking User Status ........................................................................................... 7-4 Resetting User Status ........................................................................................... 7-5 Setting System Security ........................................................................................ 7-5 User’s Roles ............................................................................................................ 7-6 User’s Rights .......................................................................................................... 7-7 Importing and Exporting Data ........................................................................... 7-8 Creating a Database Back-up ............................................................................ 7-11 Database Recovery Tool .................................................................................... 7-11 Deleting the Administrative Files .................................................................... 7-17 Troubleshooting .................................................................................................. 7-17 Appendix A: Call Logging Tutorials Taking a Help Desk Call ..................................................................................... A-3 Creating a Purchase Order ................................................................................. A-4 xii HEAT PowerDesk
  13. 13. Transferring Assets ............................................................................................. A-7 Scheduling a Training Class ............................................................................... A-9 Appendix B: Answer Wizard Reports HEAT PowerDesk Answer Wizard Tree: ........................................................ B-3 Favorite Reports .................................................................................................... B-3 Current Status Reports ......................................................................................... B-3 Show me all Active Calls: .................................................................................... B-3 Show me all active Assignments ........................................................................ B-4 Show me active calls with overdue assignments ............................................ B-6 Call Trends and Historical Analysis .................................................................. B-7 Calls Received ........................................................................................................ B-7 How many calls did we receive….? .................................................................. B-7 How many call do we typically receive…? ...................................................... B-8 Call Type Trends .................................................................................................. B-8 Priority Trends ...................................................................................................... B-9 Call Source Trends ................................................................................................ B-9 Calls Closed ......................................................................................................... B-10 How many calls did we close…? ..................................................................... B-10 How many calls do we typically close…? ...................................................... B-11 Cause Code Trends ............................................................................................ B-11 Call Duration ....................................................................................................... B-12 Customers and Assets ........................................................................................ B-14 Reports by Customer ......................................................................................... B-14 Show Customers by… ....................................................................................... B-14 Call Ticket Reports ............................................................................................. B-16 Technical Statistics .............................................................................................. B-16 Appendix C: Using Online Help About Online Help ............................................................................................... C-3 Navigating Module Help ..................................................................................... C-3 Using the Contents Tab ....................................................................................... C-3 Using the Index ..................................................................................................... C-4 Using the Search .................................................................................................... C-5 Using the Glossary ............................................................................................... C-5 Navigating Context-Sensitive Help ................................................................... C-5 Appendix D: Glossary Index..................................................................................................................I-1 Getting Started Guide xiii
  14. 14. xiv HEAT PowerDesk
  15. 15. About HEAT PowerDesk... In This Chapter: • Introduction to HEAT PowerDesk • Basic Functionality
  16. 16. About HEAT PowerDesk... 1-2 HEAT PowerDesk
  17. 17. HEAT PowerDesk is a very powerful support center desktop solution. It is readily customizable so you can track your important data in easily readable formats presented with your choice of look and feel. Retire many of your spreadsheets, issue logs, customer address lists, purchase order follow-up files, equipment inventories, training class enrollment rosters—even customer complaint records—because HEAT PowerDesk will manage all that and more. Now you can have all your critical information consolidated, automated, and stored in one place with HEAT PowerDesk. Add HEAT WebDesk and you can access your database from anywhere, anytime! Introduction to HEAT PowerDesk As we tour HEAT PowerDesk, you will see how easily you can track issues and outcomes, assign follow-up tasks, document solutions, manage resources, and much more. You have in your hands the ease of an out-of-the-box support center solution with the power and flexibility of HEAT, our world class help desk solution. Following installation and licensing, the Quick Start Wizard will guide you through the customization of HEAT PowerDesk so that it looks and feels right for your business needs. So let’s start our tour... Our first stop is Call Logging, the foundational module within HEAT PowerDesk. Once you have established your customer profiles or imported your customer data, Call Logging provides all the tools needed to effectively log issues and their details, assign responsibility for issue resolution, and track customer interactions and follow-up activities. Within Call Logging resides First Level Support (FLS)—a simple, yet powerful tool used to build knowledge bases. Whether purchased or custom built, FLS trees can provide answers to questions, solve problems, share knowledge, and document workflows. In a separate module, the Answer Wizard is designed with a resident consultant approach to reporting. The Answer Wizard provides over 60 managerial reports including status reports, trend analyses, and asset tracking. The Administrator module provides the necessary tools for maintaining your database, establishing security rights, and setting up system defaults. In each module, Online Help provides detailed help topics, graphics, and even sample procedures by selecting the Help menu. You can also add the additional search capabilities of Ask FrontRange, a web-based search engine that accesses all available HEAT PowerDesk resources. Getting Started Guide 1-3
  18. 18. About HEAT PowerDesk... Quick Reference Card The HEAT PowerDesk Quick Reference card(s) included with your product will assist with system navigation. Although all modules within HEAT PowerDesk utilize basic Microsoft Windows functionality, the Quick Reference Card will assist you with HEAT PowerDesk navigation. It includes a map of the Call Logging window; the tool bar buttons, their labels, and menu paths; and Keyboard Commands, including shortcuts and navigation commands. Getting Started Guide This Getting Started Guide is best utilized while your sample data is intact. Each chapter includes step-by-step instructions for using the main features of HEAT PowerDesk. These mini-tutorials utilize sample data. Chapter Two walks you through the installation of the product and introduces the Quick Start Wizard. We recommend installing the product and launching Call Logging before running the Quick Start Wizard. HEAT PowerDesk out-of-the-box is fully configured so you can test drive Call Logging prior to deciding on the customization options of the Quick Start Wizard. Chapter Three introduces the basics of Call Logging. Chapter Four continues with the Advanced Features of Call Logging, including your Call Map, HeatBoard, AutoTasks, and Support Mail. Chapter Five explains the “ins and outs” of Table Maintenance. Chapter Six provides a look at First Level Support knowledge trees and Answer Wizard Reporting. Chapter Seven offers tools and tips for your system administrator. Appendix A provides Call Logging tutorials for practicing with your sample data. Appendix B lists all your Answer Wizard reports with a short description of each. Appendix C explains online help and how to use it. Appendix D provides a glossary of HEAT PowerDesk terms. 1-4 HEAT PowerDesk
  19. 19. Ready, Set, Go... In This Chapter: • System Requirements • Installation and Licensing • Quick Start Wizard
  20. 20. Ready, Set, Go... 2-2 HEAT PowerDesk
  21. 21. System Requirements Client Workstation Operating Systems Any of the following workstation operating systems are recommended for running HEAT PowerDesk: • Microsoft Windows 95 • Microsoft Windows 98 • Microsoft Windows NT 4.0 (Service Pack 4, 5, 6, or 6a) • Microsoft Windows 2000 Professional (Service Pack 0 or 1) • Microsoft Windows ME HEAT PowerDesk Client Workstation Requirements SYSTEM CPU HDD RAM MINIMUM Pentium 166 MHz 120 MB free space 32 MB RECOMMENDED Pentium II/III+ 200 MB+ free space 64 MB Additional workstation requirements are: • Internet Explorer 4.x or later is required to view HTML help. • DCOM95: This Microsoft system component is required to install HEAT PowerDesk on Windows 95. The Installation wizard prompts you to install DCOM95 before installing HEAT PowerDesk if DCOM95 is not detected. Server Recommendations A file server is able to support both the database and the network install. Software Requirements HEAT PowerDesk requires a few additional software programs in order to run efficiently. These programs are part of the HEAT PowerDesk installation. Some install automatically; others require prompting. • Microsoft Windows Installer: This is required to distribute HEAT PowerDesk to client workstations via a server. The Installation wizard prompts you to install this before installing HEAT PowerDesk; reboot your system after installing this program. • Microsoft Data Access Components 2.5: These drivers are required in order for HEAT PowerDesk to access its database. They are installed automatically. Getting Started Guide 2-3
  22. 22. Ready, Set, Go... CAUTION: If you install a version other than Microsoft Access 2000 or install another software package that overwrites the HEAT PowerDesk ODBC driver, your database may become inaccessible. Be sure to export a backup (.haf archive) file prior to configuring any other software on your workstation or server. (This can be done through the Administrator Module>>Maintain Your Database>>Export Data from Your System.) Installation and Licensing The Installation Wizard runs automatically when you insert the HEAT PowerDesk CD. However, if you have downloaded the executable from the Web, click the Start button on your desktop, select Run, browse to the location where you placed the downloaded application files, then click OK, (“x”:HEAT PowerDesk.exe where “x” is your CD drive or the location of the downloaded files.) Administrative Installation The administrative installation installs the HEAT PowerDesk program files to a common location (usually a shared network drive). The end users then install the application from the shared location. Should you want to install HEAT PowerDesk on a single workstation, create a folder for the administrative install files, then install the workstation from that folder to the root directory. This installation is different from an Administrative Tools installation. The HEAT PowerDesk system administrator should choose a Complete install when the application is loaded (see Client Installation) in order to access the Administrator module. NOTE: End users must have read/write access to the directory where the administrative image resides in order to install HEAT PowerDesk to their workstations. 1. Insert the HEAT PowerDesk CD or browse to the HEAT PowerDesk.exe. 2. When the installation Welcome window appears, be sure to read the complete text, then click Next. 2-4 HEAT PowerDesk
  23. 23. 3. The installer extracts the file. Please Wait. NOTE: Steps 3 through 5 could take several minutes. 4. The Windows Installer will then prepare the installer. Please continue to Wait. Getting Started Guide 2-5
  24. 24. Ready, Set, Go... 5. HEAT PowerDesk will prepare the Installation Wizard. Please continue to Wait. 6. Read the Administrative Install Welcome, and then click Next. 7. In order to install to a different location, click Change. 2-6 HEAT PowerDesk
  25. 25. 8. Browse to the path for your Network Location, and then click OK. NOTE: If you install this to a local drive which you plan to share later, do not install to the root of your windows drive (usually c:) as this may complicate future client workstation installations of HEAT PowerDesk on this machine. Getting Started Guide 2-7
  26. 26. Ready, Set, Go... 9. Click Install. 10. HEAT PowerDesk installs the files to the network. Please Wait. NOTE: The first option indicates that the machine where you are currently installing the HEAT PowerDesk database and setup executable file is also the machine where you want the application installed. The second option indicates that you either want to install HEAT PowerDesk later on this machine or install it on a different machine. 11. Click Finish. 2-8 HEAT PowerDesk
  27. 27. Client Installation Following the administrative install of HEAT PowerDesk, you can proceed with the client workstation install as follows: 1. Browse to setup.exe. 2. The InstallShield Wizard appears. Please wait. 3. When the Installation Welcome window appears, click Next. 4. Upon agreement with the terms of the End-User License Agreement (EULA), select I accept the terms of the EULA, then click Next. Getting Started Guide 2-9
  28. 28. Ready, Set, Go... 5. Select Typical, Complete, or Custom. NOTE: Typical installs basic Call Logging (including FLS) on the C:/ drive. Complete installs all modules, that is Call Logging (including FLS), Administrator, and Answer Wizard, to the C:/ drive. Custom, however, gives you the opportunity to install other combinations and allows you to choose another installation path. For example, Custom may be used to install Call Logging (including FLS) and Answer Wizard. 2-10 HEAT PowerDesk
  29. 29. 6. Click Next. 7. If you selected either a Typical or Complete installation, go to step 9. 8. If you selected a Custom installation, enable the features to be installed on the workstation by clicking the red “X” and selecting the appropriate option. Getting Started Guide 2-11
  30. 30. Ready, Set, Go... 9. Expand the feature tree by clicking the “X” next to each module, and then review your installation selections. 10. Click Space to review the resources required by your chosen features and your available disk space. 2-12 HEAT PowerDesk
  31. 31. 11. Click Change if the installation path should be changed, then browse to the appropriate path. 12. Click Next. Getting Started Guide 2-13
  32. 32. Ready, Set, Go... 13. When the settings are correct, click Install. 14. HEAT PowerDesk begins installing. Please wait. 15. For immediate licensing of your product, click License, or click Finish to complete the installation and go to step 18. 2-14 HEAT PowerDesk
  33. 33. NOTE: If you installed the Administrator module, by choosing a Complete installation or by enabling the System Administration Tools during a Custom installation, you have the option to license HEAT PowerDesk at this time. You can also license the software at a later time through the Administrator module by selecting System Security>>License your software>>License HEAT PowerDesk. 16. To begin the licensing process, click Next. 17. To continue, click Next. Getting Started Guide 2-15
  34. 34. Ready, Set, Go... 18. Type the following license information: HDA Number, Company Name, and License Code. NOTE: This information must be entered exactly as it was assigned. For example, if your Company name is misspelled, it must be entered that way. Any corrections will require new licensing information. 19. Click Next. 20. When the licensing information has been accepted, click Finish. 2-16 HEAT PowerDesk
  35. 35. 21. Click Finish to complete the licensing and/or installation of HEAT PowerDesk. 22. Restart Windows. Quick Start Wizard The Quick Start Wizard (QSW) is designed to assist you in the customization of HEAT PowerDesk. As you go through the wizard, your responses to the various questions will be compiled and used to configure your database. You will be asked questions about your business, your customers, your terminology, and your common call issues. QSW offers a variety of Call Types, Detail forms, and Configurations for your use. Even though HEAT PowerDesk is an “out-of-the-box” support center solution, much of the configuration is up to you! After reviewing the functionality of HEAT PowerDesk, run the Quick Start Wizard. Be sure to include the sample data and test the result database until you are certain it will meet your needs. Although we will not show all the questions here, QSW is very intuitive. As you move through the questions, Getting Started Guide 2-17
  36. 36. Ready, Set, Go... answer each as best you can; then launch Call Logging and take a look. Run QSW again, make any changes, and launch Call Logging to take a second look. QSW allows unlimited opportunities to run through the configuration of your HEAT PowerDesk database until you are ready to say, “Let’s go with it.” When you are sure you like what is included in Call Logging, run QSW one last time, choose not to include sample data, launch Call Logging, and go! NOTE: We recommend viewing the sample data and database configuration before running the Quick Start Wizard. In addition, we recommend running QSW with the sample data intact so you can test your new database configuration before putting HEAT PowerDesk into use. The Welcome section of the Quick Start Wizard introduces its functionality. More Info buttons throughout QSW provide additional information about the choices you are asked to make and sometimes even provide Call Logging screen shots to illustrate the point. You can proceed through QSW one consecutive page at a time or skip between sections by using the buttons at the top of the window. For our purpose, we are going to move through each section just to highlight certain areas. 2-18 HEAT PowerDesk
  37. 37. The Begin section guides you as you set your preferences. This is where you personalize the database with your company name, your logo colors, and your users. This is also the section where you are asked to decide whether or not you want to retain the sample data in your database. CAUTION: Be sure you work with the database for a while after configuring it through the Quick Start Wizard. Explore the capabilities of HEAT PowerDesk while you still have sample data. Once you select No in response to the question, “Do you want your database to include our sample data?” the sample Call Records and customers are dropped from the database. An empty database will be ready for you to begin logging live calls. Running QSW again will delete all calls. Just make sure you’re ready before selecting No. Getting Started Guide 2-19
  38. 38. Ready, Set, Go... The Customer section allows you to choose between two types of customer models. Most Support Desks serve individuals, so the “People” model would be a good choice. The People option tracks a person by a Customer ID and/or related information, such as first and last name, location, department, phone and/or extension, e-mail address, and so forth. The “Organization” model tracks group, site, or business customer information, such as site, address, contact person—under a single Site ID. You have the ability to establish one People type and one Organization type. You can select from the list of labels supplied or type your own. Each Customer Type also offers you the opportunity to add three User-Defined text fields and a User-Defined Date field. 2-20 HEAT PowerDesk
  39. 39. The Call Type section offers you the opportunity to decide whether or not to include the predetermined Call Types. For each Call Type in the sample database, you will be asked whether or not you want it included in your live database. Most of the Call Types have Detail forms associated with them. Some even have Quick Calls, automated Call Records or Call Templates designed under AutoTasks. If you choose not to include a specific Call Type, it can always be added through Table Maintenance (see Chapter 4, Table Maintenance) at a later date. Any related Detail forms will be restored as well. The following Call Types are available with their associated Detail forms: • Audio Visual may be used like a library for checking-out/checkingin equipment, materials, books, and so forth. • Employee Setup offers associated Call Templates for both new employee setup and employee departure. • Enhancement/Bug can be used for tracking product development issues and/or any related committee review process. • Equipment manages equipment, software, and other assets. • Product Issue associates registration and warranty details. • Purchase Order tracks purchase requests, generates the purchase order number, and performs mathematical calculations. Getting Started Guide 2-21
  40. 40. Ready, Set, Go... • RMA is a Return Material Authorization form. • Service Call summarizes the type of service and tracks expenses. • Software tracks software issues and their details. • Training lists classes, tracks enrollments, creates certificates, and produces class rosters). Other Call Types without Detail forms are: • Communications tracks telecommunications issues. • E-mail is used to report electronic mail issues. • Internet tracks Internet and/or intranet connectivity issues. NOTE: The above list of possible Call Types may come in handy should you need to add back a Call Type that you choose not to use now. Remember, you can always add or remove Call Types through Table Maintenance. The Fields section helps you decide the priorities you want available for issue tracking, call sources (phone, walk-in, and so forth), and who should be a tracker (responsible party for resolution). In addition, you will be asked if you want to utilize either of the two User-Defined fields on the Call Record and/or the Assignment form. The Call Record offers a UserDefined Date as well. 2-22 HEAT PowerDesk
  41. 41. The Theme section provides a selection of color themes. You can have your Call Records, Customer Records, and Validation forms all the same color theme or you can vary them to help distinguish the type of form. The Apply Changes processes all the selections you’ve made and then QSW makes the appropriate changes in your HEAT PowerDesk database. When a dialog box stating “Edit Set Committed Without Error” is displayed, click OK and you are ready take a look at your database changes in Call Logging. Getting Started Guide 2-23
  42. 42. Ready, Set, Go... 2-24 HEAT PowerDesk
  43. 43. Just the Basics... In This Chapter: • Opening and Closing a Call • Using Detail Forms • Making Assignments • Creating Journals
  44. 44. Just the Basics... 3-2 HEAT PowerDesk
  45. 45. Call Logging is the foundational application in HEAT PowerDesk. This is where issues and their details are logged, responsibility for resolution of the issues are assigned, and interactions with customers are noted in journals. In this chapter we will tour all of these Call Logging functions and more. Before You Begin Before you get started with the Call Logging module, it is important you understand a few basic principles and functionality. Important Terms and Concepts The Call Logging Main Window The Call Logging main window is the interface support desk personnel use to access the database and navigate the application. You can perform data entry and recall, and manage each call from this window. The Call Record portion of the window is the gateway to the Call Log, Detail, Assignment, and Journal forms. Customer profile data can be automatically recalled into the Subset portion of the window. The InfoCenter holds the Call Map and HEATBoard. The Call Status Banner and the Status Bar present indispensable information about the current call. Each of these areas of the window is linked to various tables in the database. Database Concepts The database information is accessed and managed in HEAT PowerDesk through a structure of forms and fields, each strategically linked to maintain accuracy and consistency. The Forms • Customer Record: A Customer Record is a collection of information about a customer. This information is contained in one or more of the Customer Record forms: Profile, Contacts, Configuration, and Call History. • Call Record: Also referred to as a Call Ticket, a Call Record is information about a specific call. A Call Record should be created whenever a new call comes into the support center. A Call Record contains Subset Profile information, as well as information on the four Call Logging forms: Call Log, Detail, Assignment and Journal. Getting Started Guide 3-3
  46. 46. Just the Basics... The Fields • Call ID Number: The Call ID Number is a unique system-generated number that identifies each Call Record. HEAT PowerDesk assigns the Call ID Number when a new Call Record is opened. • Customer ID: A Customer ID is a numeric or alphanumeric combination that your system administrator designs to uniquely identify customers. It ties all of the elements of a Customer Record together and is the link between the Customer Record and that customer's Call Records. • Customer Type: Customer Type is a category in Call Logging that identifies a type of customer. • Organizations: Companies who are supported by the support center. • People: Customers or end users who are supported by the support center. • Validated Fields: When a field has "validation" capability, you can select information from a list of values using the F9 key. For example, the Customer ID field has this capability. Call Groups • Call Groups: The HEAT PowerDesk system displays Call Records in Call Groups. All Call Records in a Call Group have similar characteristics. For example, if you queried the HEAT PowerDesk system to show all Call Records that have an Open call status, the result would be a group containing all the “open” records. The Work Group is a special Call Group containing all the calls you have created, modified or selected in the current HEAT PowerDesk session. • Hot Lists: A Hot List is a special kind of Call Group. The Call Records in a Hot List do not necessarily have any common characteristics. Call Records are manually added to a Hot List. More About Forms HEAT PowerDesk contains several pre-designed forms available for your call logging use. Each form is linked to a table (or multiple tables) in your back-end database and displays information from that table. You can view the Form or you can view the Grid. Toggle between the Grid View and Form View using View>>Grid/Form or by clicking the Grid/ Form View button next to the Call Log tab in the Call Logging Main Window. 3-4 HEAT PowerDesk
  47. 47. Customer Record Forms • Profile: The Profile form displays Profile table information (that is, information specific to the customer, such as name, address, phone number, and so on). • Configuration Form: The Configuration form displays Configuration table information (such as, information specific to customer equipment and training). • Call History Form: The contents of the Call History form are not from a single table, but present results from a query of the database. The display contains a list of all existing Call Records for a selected customer. • Contacts Form: The Contacts form can be used for those situations when a support desk serves organizations as well as individuals, creating a situation where calls are received from several people from the same organization. The form contains a list of those "contacts" who may call from that organization. Subset Form • Subset Form: The Subset form displays specific information that is auto-filled from the Profile table. The Subset usually holds information you want to view at all times while working on a Call Record. Call Record Forms • Call Log: The Call Log form displays Call Log table information (that is, the basic facts about a call, including Call Type, status, tracker, and so on). • Assignment: The Assignment form displays Assignment table information (that is, information about work assigned to a particular individual or group, particular to a call). • Journal: The Journal form displays Journal table information (that is, notes about a call). • Detail: The Detail form displays Detail table information (that is, detailed information about a call). Detail information is dependent upon the Call Type; each Call Type possessing its own form. Note: A Detail form is not required to exist for every Call Record. Some Call Types simply may not require further information be gathered. Getting Started Guide 3-5
  48. 48. Just the Basics... Opening and Closing a Call Launch Call Logging Each user who logs into HEAT PowerDesk needs a User ID and password. This is set up through the Administrator module along with appropriate rights for the individual. CAUTION: Although there may be many User IDs assigned access to Call Logging, only three people can be logged into HEAT PowerDesk at any one time. The limit is three concurrent users. If you have more than three users, it is important that users exit the application rather than let it sit idle. It is important that you select File>>Exit instead of the Microsoft Windows Close button to properly exit any HEAT PowerDesk application and release the licensed seat. 1. Click Start>>Programs>>HEAT PowerDesk>>Call Logging. 2. Type your User ID and password. The password is case-sensitive. NOTE: User IDs, passwords, and security rights are established by your system administrator. 3-6 HEAT PowerDesk
  49. 49. 3. Click OK. Open Existing Calls Call Logging prompts you to Restore Saved Groups from Previous Session. Click Yes to open the Call Group open when Call Logging was last closed. To open other Call Groups 1. Go to Group>>Open Call Group. Getting Started Guide 3-7
  50. 50. Just the Basics... 2. Select the Call Group you want to open , then click Open. NOTE: Use Windows functionality to toggle between multiple open Call Groups either by selecting the desired Call Group under the Window menu or by using the Ctrl+Tab keyboard shortcut. Logging a New Call 1. Go to File>>New Call Record or click the New Call toolbar button . 2. Select a Customer Type. 3. Press F9 to validate and autofill the Customer’s Subset information. 3-8 HEAT PowerDesk
  51. 51. 4. Complete the Call Description and Call Type. 5. Complete Detail, Assignment, and Journal forms as needed. NOTE: The Detail, Assignment, and Journal forms are discussed later in this chapter. Call Logging tutorials are available in Appendix A. 6. Save the Call Record by clicking on the Save Call Record toolbar button . NOTE: Other ways to save a Call Record include selecting File>>Save Call Record or pressing Ctrl+S. Locating and Editing an Existing Call There are several ways to locate a specific Call Record. A specific Call ID can be located by selecting File>>Go to Call ID if you know the Call ID. -orBrowse the records in the current Call Group by clicking the Previous Getting Started Guide 3-9
  52. 52. Just the Basics... Call Record and Next Call Record navigation arrows, by selecting Group>>Call Record Browse, or by pressing the Ctrl+B keyboard shortcut. To search the entire database 1. Use Group>>Simple Search and select the field you want to use for the search. NOTE: The Simple Search list contains the Table Name followed by the Table Field Name (for example, CallLog.CallStatus). If field labels in Call Logging have been changed through the HEAT PowerDesk Administrator module, those changes will not be reflected in this submenu. Because of possible label discrepancies, it may be easier to run a Simple Search by right-clicking in the desired field on the Call Record. A dialog box will display. Select Simple Search. The same search dialog box will be displayed either way. 2. Select an Operator from the drop-down list. An operator is a symbol that represents a specific action, allows the manipulation 3-10 HEAT PowerDesk
  53. 53. of numbers or text. Boolean operators enable you to test the truth or falsity of conditions and relational operators let you compare one value to another. 3. Type the field value for your search in the Value box or use the Browse button to select from table values. 4. Click Run to generate the search. 5. Move through your search results to the correct record. 6. Change the information as necessary. 7. Save the Call Record by clicking the Save Call Record button or pressing Ctrl+S. NOTE: As a system administrator, be selective when setting user’s Edit rights in the Administrator module. One way to prevent losing original call data is to use new journals for tracking additional information rather than allowing users to edit the original data. Getting Started Guide 3-11
  54. 54. Just the Basics... Abandoning Changes or Deleting a Call Record If necessary, Call Records can be deleted and/or changes to a Call Record can be abandoned. Single Call Records or entire Call Groups may be deleted using File>>Delete Call Record(s). Unsaved new Call Records or changes to existing Call Records can be abandoned using File>>Abandon Changes. -orby exiting the Call Record and waiting for the dialog prompt, “Save changes to current call record?” then selecting Abandon. -orby clicking the Abandon Changes toolbar button . WARNING: The only way a deleted call or group of calls can be recovered is to import a backup database (archived .haf file) that includes those records. Closing a Call The final Journal entry on any call usually contains the information on how the issue was resolved. That information may be helpful in closing the Call Record. To close the Call Record: 1. Complete the Solution Information on the Call Log form. 2. Select a Cause code in the drop-down list. 3-12 HEAT PowerDesk
  55. 55. 3. Change the Call Status to Closed -orClick the Quick Close toolbar button . 4. The Closed By, Date, and Time fields are automatically filled. Reopening a Closed Call When a call is reopened, the Call Status is changed to Reopened and a new Journal Entry is automatically added. The new Journal Entry contains the previous Closed Description and Cause Code. To reopen a call: 1. Select File>>Reopen Call Record. 2. Notice the Solution Information, Cause Code, and the Closed By information are cleared, the Call Status is changed, and a Journal Entry is added. Getting Started Guide 3-13
  56. 56. Just the Basics... Using Detail Forms Detail forms are designed to capture additional information about a specific type of call. Thus the HEAT PowerDesk Detail forms are Call Type specific (that is, Audio Visual, Employee Setup, Enhancement/Bug, Equipment, Purchase Order, Product Issue, RMA, Service Call, Software, and Training). When a new call is logged, the Detail tab is flagged with a check mark to indicate that additional information may be added. To complete the Detail form: 1. Click the Detail tab. 2. Complete the form. 3. Save the Call Record. NOTE: The Employee Setup, Equipment, Product Issue, and Software Detail forms allow for user-defined Smart Prompts. These are questions designed to prompt the user in obtaining specific information from the caller. They are in the format of either check boxes or short answer questions. Smart Prompts are edited in Table Maintenance. (See Chapter 5 for more information regarding Table Maintenance). Making Assignments Assignments are used to assign a call or issue to a particular person for resolution. Multiple assignments can be generated and tracked for each call. There are two ways to view Assignments: Form and Grid. To toggle between the form and the grid views use the Form/Grid button the lower left corner of the Assignment form. / located on To generate a new assignment 1. Click the Assignment tab. 2. Right-click anywhere on the background area of the assignment form. 3. Select New Assignment. 4. Complete the assignment details. 5. Save the Call Record. 3-14 HEAT PowerDesk
  57. 57. NOTE: Another option for creating an assignment is to use the Quick Assignment toolbar button . You can choose an Assignee, add any comments about the assignment, and HEAT PowerDesk will do the rest! Once a new assignment is created, it is normally the assignee’s responsibility to acknowledge and then resolve the assignment. Utilizing the My New Assignments Call Group assists users in managing their new assignments. To acknowledge an assignment 1. Go to Group>>Open Call Group. 2. Select My New Assignments. 3. Click Open. 4. Move through the new Call Records. Select the Assignments tab for each call. 5. Right-click in the background area of the Assignment and select Acknowledge. To resolve an assignment 1. Complete the Comments about assignment section. 2. Select a Resolution from the drop-down list. 3. Right-click in the background area of the Assignment, and then select Resolve. Getting Started Guide 3-15
  58. 58. Just the Basics... Creating Journals Journal entries are used to track updates, document conversations, capture research results, and/or record any other comments related to a specific call or issue. These Journal entries are automatically stamped with the User ID of the person updating the journal, as well as the date and time of the entry. Like assignments, multiple Journal entries can be added to a single Call Record. The same Grid/Form button used on the Assignment form is also available on the Journal in order to toggle between the form and grid views. The Grid view of the journal displays a listing of all Journal entries related to that particular Call Record. By double-clicking on any one of the entries, the form view of that particular journal is displayed. To create a new Journal Entry 1. Click the Journal tab. 2. Right-click anywhere on the background area of the journal form. 3. Select New Journal Entry. 4. Complete the Journal Entry form. 5 Save the Call Record. NOTE: Another option for creating a Journal Entry is to use the Quick Journal toolbar button 3-16 HEAT PowerDesk . It provides a list of Quick Journal types.
  59. 59. Ready for the Advanced... In This Chapter: • Introducing the InfoCenter • Utilizing AutoTasks • Using SupportMail
  60. 60. Ready for the Advanced... 4-2 HEAT PowerDesk
  61. 61. Advanced features within Call Logging include the InfoCenter (including the Call Map and the HEATBoard), AutoTasks, First Level Support (FLS), and Support Mail. Introducing the InfoCenter The InfoCenter contains the Call Map and the HEATBoard. They are both activated through View>>InfoCenter. Using the Call Map The Call Map shows information about the current call in a tree format. Each category can be viewed in detail by clicking the plus symbol (+) to the left of the category. Double-clicking any element displays that portion of the Call Record in Call Logging. Getting Started Guide 4-3
  62. 62. Ready for the Advanced... Managing the HEATBoard The HEATBoard can be used to notify all users about major issues linking related Call Records or issue tickets. It can also be used to post messages about staff meetings, system status, guests in the building, work process changes, and so on. HEATBoard issues may or may not have related Call Records linked to them. If a Call Record is logged for a major issue that may result in multiple calls, it should be posted as a Lead Call. Then every subsequent call on the same issue can be linked to the Lead Call. When the Lead Call is closed, the resolution information can automatically be posted to every linked call and all related Call Records can be closed. A user’s ability to view, edit, or create HEATBoard issues depends on security rights. 4-4 HEAT PowerDesk
  63. 63. Creating an Issue To create an issue or message unrelated to any logged call 1. Click the New HEATBoard Issue toolbar button . NOTE: Other ways to create a new HEATBoard issue include using the menu option, Accessory>>HEATBoard>>New HEATBoard Issue, or right-clicking the HEATBoard and selecting New HEATBoard Issue. 2. In the Text box, type a description of the issue or the message to be posted. 3. Under Linked Calls, clearing Allow Linked Calls enables the Expiration section. Getting Started Guide 4-5
  64. 64. Ready for the Advanced... 4. If No Expiration is selected, the issue remains on the HEATBoard until it is removed. The other options are to select a specific Expires on Date or determine a length of time before expiration under Expires in. 5. Click OK. 6. An issue will be displayed with a label noting Lead Call: (none). Setting a Lead Call When an issue is reported that will likely generate other calls, create a Lead Call by creating the new HEATBoard issue (shown above), then: 1. Type a description in the Text box or click the Get Description button to pull the Call Description field from the current call. 2. Select Allow Linked Calls and Link current call. 3. Select AutoClose if all issue-related Call Records should be closed when the Lead Call is closed. 4. Click OK. 5. Link the next related call by highlighting the correct Lead Call on the HEATBoard; then click the Current Call toolbar button . NOTE: The current call can also be linked by using the menu Accessory>> HEATBoard>>Link current call or by right-clicking the HEATBoard issue and selecting Link current call. 6. Another dialog box displays, requiring confirmation of the decision to link the call. Allow this call to be AutoClosed may be deselected here, if necessary. Utilizing AutoTasks Any time a necessary action becomes repetitive, an AutoTask can be created to automate the action’s steps. An AutoTask can combine several operations within one task, such as creating and closing Call Records. For an example of how an AutoTask works, run a provided AutoTask using your sample data: 1. Launch Call Logging. 2. Select AutoTask>>Quick Calls>>Reset Password for Employee. 4-6 HEAT PowerDesk
  65. 65. 3. In the Enter Value dialog box, click Validate. 4. Select one of the sample employees and then click OK. 5. Click OK in the Enter Value dialog box. 6. Notice that a new Call Record has been opened and closed for the employee you chose with a Call Type of Reset Password. AutoTasks have already been defined for routine support desk, training, and purchase order activities. The options for creating a new AutoTask are endless, including generating an e-mail, launching a Web site, running a program, and so forth. To define a new AutoTask 1. Go to AutoTask>>Run/Edit a Task. Getting Started Guide 4-7
  66. 66. Ready for the Advanced... 2. Select Personal, Global, or All under View. Note: All includes both Personal and Global Call Groups. 3. Select an existing folder for your new AutoTasks or click New Folder to create your own. 4. Click Add to configure the new AutoTask. 4-8 HEAT PowerDesk
  67. 67. 5. Type the new name for your AutoTask. 6. Select the Display on Menu check box if you want your new AutoTask displayed as a menu option. 7. In the Save To View section, select either Personal or Global. 8. Confirm the Folder location is correct. 9. In the Actions section, click Add. Getting Started Guide 4-9
  68. 68. Ready for the Advanced... 10. Select an action from the Specify Action Type dialog box. 11. Complete the information requested for the AutoTask action selected. NOTE: There are nine possible actions. For additional assistance, query Online Help. 12. Click Check to check the action. 13. If all entries are correct, click OK. 14. Click OK to back out of the AutoTask dialog boxes until you reach the Run A Task dialog box. 15. Click Run. 16. Check you results. 17. If your AutoTask does not run as expected, go to AutoTask>>Run/ Edit a Task. 18. Select your new AutoTask and click Edit. 19. Make revisions as needed. 20. Return to step 12 above. NOTE: When creating a Call Record, journal, or assignment, values may have to be added through Table Maintenance in order to validate the required fields. 4-10 HEAT PowerDesk
  69. 69. Using SupportMail SupportMail is an electronic mail system within Call Logging. SupportMail can be used to send messages to other HEAT PowerDesk users or network addresses within your organization. (In order to access network e-mail, your package must be MAPI or Simple MAPI compliant, however.) Viewing Mail 1. Select View>>Mail. NOTE: Other ways to view mail include double-clicking the SupportMail toolbar button on the lower right corner of the Call Logging window or pressing F11. 2. Double-click the Inbox folder to view new mail. Getting Started Guide 4-11
  70. 70. Ready for the Advanced... 3. View the attached Call Record by clicking the Call ID number button on the bottom right corner of the message. Sending Mail SupportMail can be used to send a message about a Call Record to another HEAT PowerDesk user or to send any other kind of message. To send a message: 1. Once mail is open, click the New Message toolbar button . NOTE: Other ways to create a new message include using the menu option File>>New Message or pressing Ctrl+M. 4-12 HEAT PowerDesk
  71. 71. 2. Click the Address button to the right of the To box. 3. Select a single HEAT PowerDesk user from the address list or press Ctrl while highlighting several names on the list to send a message to multiple recipients. 4. Click OK. NOTE: If MAPI mail has been enabled through Edit>>User Preferences, use the Mail System drop-down list to change HEAT PowerDesk to MAPI. From the MAPI drop-down list, network MAPI addresses are available for selection. 5. Repeat steps 2 through 4 for a courtesy copy (cc:). 6. Type your subject in the Subject box. 7. Type your message in the Note box. Getting Started Guide 4-13
  72. 72. Ready for the Advanced... 8. Click Attach Call if you want the current Call Record to be displayed for the reader. 9. Click Save to Outbox if you want to retain a copy of the sent message. 10. Click the Forward button next to the Forward If Not Read box if you want to be notified or want someone else to be notified in case the original message is not read by a specified time. 11. Select By All Recipients or By Any Recipient as your criteria for forwarding the message. By All Recipients will forward the message if even one person on the distribution has not yet read the message. By Any Recipients will only forward the message if no one on the distribution has read it. 12 Click the Address button adjacent to the To box. 13. Select a name or names for the forwarded message from the Address Book presented. 14. In the Date and Time boxes, select the date and time for forwarding the unread message. NOTE: File Attachments and Read Receipt can only be used when sending a MAPI e-mail. 15. Click OK. 16. When message is completed click Send. 4-14 HEAT PowerDesk
  73. 73. Mail Toolbar The toolbar buttons provide easy access to mail tools. A B C D E F G H I J A. New Message – Launches the Compose Message dialog box. B. New Folder – Launches the New Folder dialog box. C. View Groups – Launches the Groups dialog box. D. Reply – Launches the Compose Message dialog box for your reply. E. Forward – Launches the Compose Message dialog box for your forwarding message. F. Move – Launches the Move to Folder dialog box. G. Copy – Launches the Copy to Folder dialog box. H. Delete – Marks the selected message for deletion. I. Go to Call – Launches related Call Record. J. Refresh – Refreshes the mailbox and polls for messages. Getting Started Guide 4-15
  74. 74. Ready for the Advanced... 4-16 HEAT PowerDesk
  75. 75. Table Me... In This Chapter: • Planning Table Additions • “On the Fly” Table Maintenance • Adding a Table Value • Creating a New Configuration Record • Creating a Customer Profile
  76. 76. Table Me... 5-2 HEAT PowerDesk
  77. 77. At the core of HEAT PowerDesk is a database composed of relational tables. These tables are populated with sample data and ready to use from the outset. When you run the Quick Start Wizard (QSW), however, you decide which values you want to begin using for your “live” system. Over time you may find that you need to add values to one or more of the tables. This is done using Table Maintenance. The following presents concepts and instructions for Table Maintenance. Simple/Complex Tables Some tables, such as the Priority table, are “simple” tables. A simple table is entirely self-contained. It does not rely on any other table nor does any other table rely on it. Adding a value to a simple table is a one-table process. Other tables are “complex” tables. These tables are like building blocks. They rely on entries from another table and/or another table relies on their entries. The Configuration tables are complex tables. For example, before a new entry on the Config-Training table can be completed, values must also be added to the Training table and the Course Type table. Validation/Helpful Validation All the tables listed under Table Maintenance are Validation tables. These tables, whether simple or complex, provide the values that populate the drop-down lists throughout Call Logging. By adding values through Table Maintenance, the user is provided with a longer list of possible choices. Although most validated fields require the user to choose one of the values in the drop-down list, others allow the user to type a value in the field even if it does not appear in the drop-down list. This is referred to as Helpful Validation. Be aware, however, that this “typed in” value is only added to the form in which it is used. It is not added to the table itself, therefore, that value will not be available for future Call Records. Planned/On-the-Fly Table Maintenance Table Maintenance can be accomplished in two ways: planned changes to tables in the order of their relationship or “on the fly” changes from within a Call Record when a validation value is not available. Following are examples of each. Getting Started Guide 5-3
  78. 78. Table Me... Planning Table Additions The tables in your HEAT PowerDesk database are relational. They work together. The diagrams below show how new values can be added to complex tables in building-block order. The tables in the blocks at the bottom of the diagram provide the information that supports the table(s) above it. The table listed at the top of each column benefits from having the supporting table maintenance completed. Accounting The diagram below shows the relationship between the Departments table and the AcctCodes table. Since the AcctCodes table requires a department designation from the Departments table, add any new department before adding any new accounting code. Customers The sample data provides two customer types: People and Organization. Although you may have changed the labels within the Quick Start Wizard (QSW), the table relationship remains the same. The Profile for People builds on two tables: Departments and Facilities. Although these are Helpful Validation tables, it is recommended that any new values be added to avoid differing configurations of the same data when new customer records are added. The Profile for Organizations validates from two tables as well: the Helpful Validation from the States table and the Validation from the Contacts table. In the case of Profile-Organization, the Contacts table validation is required; however, completion of the Contacts field is not. Therefore, you can save the Profile table, update the Contacts table information, then return to the Profile table and update it with the Contact information. 5-4 HEAT PowerDesk
  79. 79. Calls CallType is the foundation for both the Cause and SubCallType tables. Call Types may be added but Detail forms are only available for those Call Types designated as having a Detail form in the Quick Start Wizard (QSW). If you did not add a Call Type in QSW, simply add it to the CallType table and the Detail form will automatically become available. Assignments In order to create assignments, assignees are required. The Assignee table requires validations for both assignment groups and trackers. The Tracker table is populated by setting rights in the Administrator module Therefore, anyone who has a HEAT PowerDesk Login ID is automatically included on the Tracker table. Any user who will be resolving tickets should also be included on the Assignee table as well. The AsgnGrp table simply groups assignees by department, security role, or some other designation. Getting Started Guide 5-5
  80. 80. Table Me... Products and Equipment Designating Configuration Types and Equipment Types are foundational to building the equipment table and most of your Configuration records. As you see in the following diagram there are several tables involved in creating the detailed Equipment and Configuration information that is so vital for asset tracking. 5-6 HEAT PowerDesk
  81. 81. Configuration Tables When building Configuration tables, the Config Type table is foundational to most, followed by the EquipType table and the EquipmentSubType table. At this point the maintenance becomes specific to the type of configuration: Equipment, Audio Visual, and Software. The Training and Registration configuration tables are slightly different. Of particular note is the relationship between the Configuration tables and the Customer tables. In order to track assets, it is necessary to build Configuration records for a specific customer. For example, if you are tracking who has installed the HEAT PowerDesk software, you will maintain all the tables necessary to build a Software Config record then create a Software Configuration for each person with HEAT PowerDesk installed on his or her desktop. “On the Fly” Table Maintenance Although planned Table Maintenance is recommended, values may also be added “on the fly” while logging a call. Adding a new customer to your database is one example. Any time a validation table drop-down list is presented, the user may press F9 to display the details of the drop-down list. To view the entire table, click Show All. If the desired value is not in the table, click New to Getting Started Guide 5-7
  82. 82. Table Me... add the value to the table for this call and to make it available for future calls. Using the sample data, select any Call Record and follow the steps below to add a new Call Source while editing the record you chose. 1. Click the drop-down list arrow next to Source. 2. Notice Internet is not on the list. 3. With your cursor in the Source box, press F9. 4. Notice the validation list is limited. 5. Click the Show All button at the bottom of the dialog box. 6. Click New. 5-8 HEAT PowerDesk
  83. 83. 7. Type Internet in the Call Source box. 8. Click the Save Record button. 9. Notice that Internet now appears on the table view. 10. Select Internet. 11. Click OK. 12. Click the Save Call Record button. The value Internet is now the Source in your Call Record. It is also a value on the table for future use. To view your table maintenance results: 1. Select Accessory>>Table Maintenance. 2. From the Table drop-down list, select Source. 3. Notice Internet is now a value on the Source Validation Table. Getting Started Guide 5-9
  84. 84. Table Me... Adding a Table Value Before we look at complex tables, let’s add a value to a simple table. Using the sample data, add “Certified” to the TrainingStatus table. 1. In Call Logging, select Accessory>>Table Maintenance. 2. Select Training Status from the Table drop-down list. 3. Click the New Record button. 4. Type Certified in the Training Status box. 5. Click the Save Record button. 6. Select File>>Close. Creating a New Configuration Record An example of a planned change might be adding HEAT PowerDesk to your Software Configuration Table. The following example explains how this is done. 1. In Call Logging, select Accessory>>Table Maintenance. 2. Select Config Type table from the Table drop-down list. 5-10 HEAT PowerDesk
  85. 85. 3. Notice that Software is already a Config Type. Since HEAT PowerDesk is a Software, no maintenance is needed here. 4. Click Equip Type from the Table drop-down list. Getting Started Guide 5-11
  86. 86. Table Me... 5. Notice that Database Software is already in the table. Since HEAT PowerDesk is a database software, no maintenance is needed. 6. Select Vendors from the Table drop-down list. 7. Notice that FrontRange Solutions, Inc. is not in the list of vendors. 8. Click the New Record button 5-12 HEAT PowerDesk .
  87. 87. 9. Type FrontRange Solutions, Inc. in the Vendor Name box. 10. Type 1125 Kelly Johnson Blvd. in the Address 1 box. 11. Type Colorado Springs in the City box. 12. Type CO in the State box. 13. Type 80920 in the ZIP Code box. 14. Type 719-531-5007 in the Phone Number box. 15. Click the Save Record button to save the new record. Getting Started Guide 5-13
  88. 88. Table Me... 16. Select Equipment from the Table drop-down list. 17. Notice that HEAT PowerDesk is not included in the list of equipment. 18. Click the New Record button . 19. Select Software from the Config Type drop-down list. 20. Select Database from the Equipment Type drop-down list. 21. Select Windows 2000 in the Equipment Sub-Type drop-down list. 5-14 HEAT PowerDesk
  89. 89. 22. Type HEAT in the Brand box. 23. Type PowerDesk in the Product box. 24. Type Support Center Solution in the Description box. 25. Select FrontRange Solutions, Inc. in the Vendor drop-down list. 26. Type 6.10 in the Stock Number box. 27. Type 1000 in the List Price box. 28. From the Record menu, select Save. 29. Select Config-Software in the Table drop-down list. 30. Click the New Record button. 31. Select People in the Customer Type drop-down list located below the Table selection box. 32. Next to that, select D Clark in the ID drop-down list. Getting Started Guide 5-15
  90. 90. Table Me... NOTE: Configuration tables are customer specific. When adding a Config record, it is important that you select the customer for proper asset tracking. 33. Select Database in the Software Type drop-down list. 34. Select PowerDesk in the Title drop-down list. 35. Click the Save Record button. 36. Select File>>Close. Congratulations! You have just completed a new HEAT PowerDesk Configuration record for Don Clark. If you want to see the results of your effort: 1. In Call Logging, select Customer>>Search. 2. Select People in the Customer Type box. 3. Select Profile.LastName in the Field box. 4. Type Clark in the Value box to the right of the Operators. 5. Click Search at the bottom right of the Profile Search dialog box. 6. Notice that DClark is the only record found in your search. 7. Click the Configuration tab at the very bottom of the Customer window. 5-16 HEAT PowerDesk
  91. 91. 8. Double-click on the DClark, Software, Database record. 9. Take a moment to admire your new Software Configuration record. Creating a Customer Profile Adding a new customer to your database can be done through Accessory >>Table Maintenance>>Profile - Organization or Profile - People - or from within any Customer Profile by clicking the New Record toolbar button. - or from within any Customer Profile by selecting Record>>New. - or “on the fly” when a new call is generated following this example: Getting Started Guide 5-17
  92. 92. Table Me... 1. Click the New Call Record toolbar button . 2. Select Organization. NOTE: If you need to change the Customer Type (it defaults to the last Customer Type selected), press Ctrl+T and select Organization. 3. Press F9 while the cursor is in the Site ID box. 4. Click New. 5-18 HEAT PowerDesk
  93. 93. 5. Complete the form with information about one of your customers or use our sample data in the following steps. 6. Type WECARE in the Site ID box. 7. Type We Care Software in the Full Site Name box. 8. Type 800-693-2513 in the Phone box. Getting Started Guide 5-19
  94. 94. Table Me... 9. Do not type a value in the Fax box. 10. Type 123 Main Street in the Address box. 11. Type Anywhere in the City box. 12. Type CA in the State box. 13. Type 97950 in the ZIP Code box. 14. Click the Save button (not the Save & Use button). NOTE: If the Profile Table window closes upon saving, simply click the Profile toolbar button . Make sure your cursor is in the Primary Contact Name box then proceed to step 15. 15. Press F9 to validate the Contact. 16. Click New. 17. If the Site ID has not autofilled, press F9 with your cursor in the Site ID box. 5-20 HEAT PowerDesk
  95. 95. 18. Select WECARE. 19. Click OK. 20. Type NiCole Nickerson in the Name box. 21. Type nnickerson@wecare.com in the EMail box. 22. Type Asst to the President in the Title box. 23. Type 916-626-5226 in the Phone box. 24. Select Executive from the drop-down list. 25. Complete the remainder of the form as desired. 26. Click the Save Record button. 27. If the validation box appears after saving your record, click OK. 28. Select File>>Close. Congratulations! You’ve just completed a new Profile record. To view your completed work: Getting Started Guide 5-21
  96. 96. Table Me... 1. In Call Logging, select Customer>>Search. 2. Select Organization in the Customer Type box. 3. Select Profile.CustID in the Field box. 4. Type WECARE in the Value box to the right of the Operators. 5. Click Search at the bottom right of the Profile Search dialog box. 6. Notice that WECARE is the only record found in your search. 7. Double-click on the WECARE record. 8. Take a moment to admire your new Customer Profile record 5-22 HEAT PowerDesk
  97. 97. Adding a Call Type Call Types can be added to your Call Type table at any time. However, the only Call Types that will have Detail forms are those designated in the Quick Start Wizard. NOTE: If you have need for additional Detail forms for Call Types not included in the current version of HEAT PowerDesk, please contact us with an enhancement request for future version consideration. For the purposes of this example we will be using the Enhancement/Bug Call Type as follows: 1. In Call Logging, go to Accessory>>Table Maintenance. 2. Select CallType from the Table drop-down list. 3. If you have Enhancement/Bug in the list of Call Types, highlight it, select Record>>Delete, confirm deletion in the dialog box, and click the Save Record button. 4. Click the New Record button. 5. Type Enhancement/Bug in the Call Type box. 6. Type Software change request due to enhancement request or bug report in the description box. 7. Click the Save Record button. 8. Select File>>Close. 9. Click the New Call Record toolbar button. 10. Select People in the Customer Type dialog box. NOTE: Adding a customized Call Type requires the same steps, however, no Detail from will be associated. Getting Started Guide 5-23
  98. 98. Table Me... 11. With the cursor in the Employee ID box, press F9. 12. Select KWash. 13. Click OK. 14. Notice that the Detail tab is not enabled with a check mark. 15. Type Found a Bug in Call Description. 16. Select Enhancement/Bug in Call Type. 17. Notice that a check mark now appears on the Detail tab. 18. Click the Detail tab to view the Detail - Software Change Request form. 19. Complete the sample call, if desired. 20. Click Save Call Record or Abandon Changes Congratulations! Your Call Type and Detail form are added. 5-24 HEAT PowerDesk .
  99. 99. Answer Me This... In This Chapter: • FLS - First Time Setup • Using FLS • Answer Wizard Reports
  100. 100. Answer Me This... 6-2 HEAT PowerDesk
  101. 101. First Level Support (FLS) is a simple yet powerful tool used to build knowledge bases. Whether purchased or custom-built, knowledge bases can provide answers to questions, solve problems, and share knowledge within your organization. FLS lets you install, build, and use as many knowledge trees as your system resources will allow. When important information needs to be preserved, it can be added to an existing tree or used to create a new one. External files can be attached to a given subject and thereby extend the knowledge tree’s capabilities FLS – First Time Setup Go to Call Logging and launch FLS by clicking on the First Level Support button . When the dialog box asks if you want FLS to attempt to add the required tables, click Yes. Import Your Knowledge Tree Although a sample FLS tree is installed on the network drive during installation, each workstation must import the HEAT PowerDesk knowledge tree for FLS. It is important for all workstation network paths to be exactly the same when browsing to the distributed (.dst) file. Otherwise, updates will not occur properly. Getting Started Guide 6-3
  102. 102. Answer Me This... To import your tree: 1. Click the FLS toolbar button. 2. Select File>>Import. 3. Click Select Source. 6-4 HEAT PowerDesk
  103. 103. 4. Browse to the PowerDesk.dst file located in the Data folder under your HEAT PowerDesk network installation. 5. Click Open. 6. Click Select Target Tree. 7. Click New Tree. Getting Started Guide 6-5
  104. 104. Answer Me This... 8. Type HEAT PowerDesk. 9. Click OK. 10 Click Select. 11. Click Attachment Directory. 6-6 HEAT PowerDesk
  105. 105. 12. Browse to the Network location where you want to store the attachments for FLS. NOTE: Browse to your network install location in order to select the Attachment folder that HEAT PowerDesk created. Like the .dst file, the Attachment directory should be placed on the network where all users can path to it. Getting Started Guide 6-7
  106. 106. Answer Me This... 13. Click OK select an attachment folder. 14. Click OK to import the tree. 6-8 HEAT PowerDesk
  107. 107. 15. If the above dialog box appears, click Retain All. 16. Wait while FLS decompresses the files. 17. Click the + next to About FLS. Getting Started Guide 6-9
  108. 108. Answer Me This... 18. Click File Attachments. 19. Open the attachments to confirm the setup of FLS and attachments. NOTE: Some of the sample attachments require multimedia capabilities. Therefore, testing the first attachment, Windows WIN.INI, is sufficient to confirm the path to your attachments. It should launch the Notepad. Setting System Defaults Before FLS can perform a search, however, your system administrator must set the FLS defaults through the Administrator module as follows: 1. Click Start>>Programs>>HEATPowerDesk>>Administrator. 6-10 HEAT PowerDesk
  109. 109. 2. Type your administrative User ID and password. 3. Select Set System Defaults. 4. Click Next. Getting Started Guide 6-11
  110. 110. Answer Me This... 5. Select FLS Search Defaults. 6. Click OK. 7. Click Browse. 6-12 HEAT PowerDesk
  111. 111. 8. Select your default knowledge tree. (Initially the only choice is the PowerDesk Sample Tree until others are imported through FLS.) 9. Click Select. 10. Check Apply Search Defaults to All Call Types. 11. Click the Fields tab. Getting Started Guide 6-13
  112. 112. Answer Me This... 12. Browse to the fields in Call Logging that you want to use for default knowledge tree searches. (Most administrators use the Call Description field in Call Logging to prompt searches. Another option is to design the main branches in FLS in accordance with your Call Types in Call Logging.) 13. Under Place Solution in, browse to the Call Logging field where you want any selected solution to be posted. (Most administrators use the Call Logging Closed Description field. Another option is to post the solution in a Journal Entry for reference.) 14. Click the Search Options tab. 15. Check All Search Areas. (If you deselect this option, you can select to search individual parts of the FLS tree.) 16. In the Options section, the Confidence Value can be modified. NOTE: If three key words were used for searching and solutions were found having all three words, a 100 percent confidence value would be indicated. If two of the three words were found in solutions, a 66 percent confidence value would be indicated. Likewise, if only one of the three words were found in solutions, then a 33 percent confidence value would be indicated. If too many potential search results are returned, the confidence value can be lowered at any time. If too few results are returned, then raise the confidence value. 6-14 HEAT PowerDesk
  113. 113. 18. Check Case Sensitive Search only if you want to limit your results based upon whether or not search words are capitalized. 19. Click the Auto Populate tab. NOTE: The Auto Populate tab is used to indicate where information should be posted within the four areas of FLS: the label (tree), the abstract, the Upper Text Area, and the Lower Text Area. Use online help for assistance in setting the defaults. 20. Type an FLS password. 21. Click OK to apply FLS defaults. 22. Click Exit to exit the Administrator module. Getting Started Guide 6-15
  114. 114. Answer Me This... Using FLS There are two basic ways to search FLS for solutions. If you are still using the sample data, follow these examples: Call Record Search Using the sample data, perform a solution search as follows: 1. Launch Call Logging. 2. Select File>>Go to Call ID. 3. In the Go to Call ID dialog box, type 7. 4. Highlight the word Printer in the Call Description box. 5. Select Solution>>Perform Search. 6. Click the FLS toolbar button that has now changed from a Tree to a Light Bulb . 7. Highlight the Label for one of the returned solutions. 8. Click Select to view the solution. FLS Tree Search 6-16 HEAT PowerDesk
  115. 115. Perform a general knowledge tree search as follows: 1. Click the FLS toolbar button 2. Click the Search toolbar button in Call Logging. or select Search>>Search Tree. 3. For your Query, type FLS. 4. Click OK. 5. Highlight the results you would like to view. 6. Click Select. Administering the FLS Trees Searching FLS Knowledge Trees is only the beginning. Solutions can be posted to the tree as well. A Knowledge Tree Administrator should be designated to monitor the tree for accuracy of information, grammar, spelling, logic of structure, and patterns of usage. Getting Started Guide 6-17
  116. 116. Answer Me This... Posting Solutions from Call Logging into FLS If you want to post a Call Record solution to FLS, make sure you have the correct record displayed and that the solution has been added. Then perform the following steps within FLS: 1. Select Solution>>Auto Populate to automatically post the information from the current Call Record to your FLS tree. 2. Select the knowledge tree you want to populate. 3. Click OK. 4. Check the results of your Auto Population. 5. Edit as necessary. 6. Click OK. 6-18 HEAT PowerDesk
  117. 117. 7. Your new solution has been added to FLS. Enabling Administrator Options To enable the administrator options, perform the following steps from within FLS: 1. Select Options>>Administrator Options. 2. Type your Call Logging User ID. 3. Type the password you set up for FLS. The password for FLS is established in the Administrator module under System Defaults>> FLS Search Defaults>>Auto Populate tab. 4. Click OK. Getting Started Guide 6-19
  118. 118. Answer Me This... Approving Nodes Solutions (nodes) can be added, edited, or marked for deletion by users. However, the FLS Administrator must approve the changes as follows: NOTE: A node is the smallest discrete element of knowledge in FLS. Nodes either lead to solutions or provide information for solving problems. 1. Click the FLS toolbar button. 2. Select Node>>Approve Nodes. 3. Select the node to be reviewed for approval. This list indicates whether the node has been added, edited, or marked for deletion. 4. Make any revisions. - orIf you want to cancel the change, go to step 7. 5. Click Approve. 6. Click OK. 6-20 HEAT PowerDesk
  119. 119. 7. If you do not want to approve the added information, click Delete. - or Edit the information (either added or changed) and click Approve. - or Undelete the node marked for deletion by clicking Undelete. Answer Wizard Reports The Answer Wizard contains more than 60 pre-designed reports, organized to provide managers and users with an easy tool to generate information about the status of issues and report trends. Answer Wizard reports are arranged in categories and then broken into finer and finer detail as the user moves through a carefully structured tree format. To launch the Answer Wizard select Start>>Programs>>HEAT PowerDesk >>Answer Wizard. Report Categories All reports in the Answer Wizard are accessible from the main window. Each category branches out by clicking on the + sign next to the category. The categories available are as follows: • Current Status Reports provide information on active calls and/or assignments. Current calls are broken out by priority, Call Type, status, tracker, and duration. Current assignments are broken out by date assigned, assignee, or group. This category also includes reports that show all active calls without assignments and all current calls by customer. • Call Trends and Historical Analysis provides a statistical perspective on calls over a period of time. The number of calls received, the number of calls closed, and the average duration of calls are reported in this section. • Customers and Assets shows active and historic calls by customer as well as information about assets and inventory. Customers are broken down by Customer Type, state, or department. Assets can also be reported by individual customer. In addition, assets are reported by equipment type, brand, department, and so forth. • Technician Statistics provides information such as how many calls were opened and closed by each technician, how many assignments were resolved, and the average duration of the call or assignment. Getting Started Guide 6-21
  120. 120. Answer Me This... • Purchase Order reports include summaries by accounting code, department, vendor, and payment method. • Training provides rosters, summaries, and certificates. • Favorite Reports provides the user with a place to store often used reports. NOTE: A detailed list of reports within each category can be viewed by clicking Help under Answer Wizard Basics, What Reports are Available, or by expanding the tree within the Answer Wizard. Adding to Your Favorite Reports The Favorite Reports category can become invaluable for storing highprofile or often required reports. When you find your favorites, be sure to put them here. To add a category and reports within the category perform the following steps: 1. Launch Answer Wizard by selecting Start>>Programs>> HEAT PowerDesk>>Answer Wizard. 2. Select the Favorite Reports folder. 3. Click Add Category. 4. Type a name for the category. 6-22 HEAT PowerDesk
  121. 121. 5. Click Add Report. 6. Type a name for the report. 7. Browse to the location of the report. 8. Type a description for this report. 9. Click Exit. Launching an Answer Wizard Report Following is a sample exercise on how to launch an Answer Wizard Report. 1. Select Start>>Programs>>HEAT PowerDesk>>Answer Wizard. 2. Click the + sign next to Current Status reports. 3. Click the + sign next to Show me all active calls. 4. Select by priority. Getting Started Guide 6-23
  122. 122. Answer Me This... 5. Click Next at the bottom of the window. 6. Select All priorities. 7. Click Next. 6-24 HEAT PowerDesk
  123. 123. 8. Select Bar for the report style in this example. 9. Click Next. 10. Select Yes to see report details. 11. Click Next. Getting Started Guide 6-25

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