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Tips & Tricks - Kenny Stevens & Gert-Jan van Rooij

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New and exciting features, latest knowledge items, great “unintentional” features and more…

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Tips & Tricks - Kenny Stevens & Gert-Jan van Rooij

  1. 1. TOPdesk on Tour Tips & Tricks New and exciting features, latest knowledge items, great “unintentional” features and more…
  2. 2. Gert-Jan van Rooij Consultant Kenny Stevens Consultant
  3. 3. TOPdesk on Tour Content • Introduction • Boost your knowledge management • Next level collaboration • Operator profiles • Customising mails without a maintenance headache • Q&A
  4. 4. TOPdesk on Tour Introduction
  5. 5. TOPdesk on Tour TOPdesk on Tour Boost your knowledge management
  6. 6. TOPdesk on Tour Easy • … to find
  7. 7. TOPdesk on Tour Easy • … to find • … to create
  8. 8. TOPdesk on Tour Clear • Uniformity • Step-by-step • Visuals
  9. 9. TOPdesk on Tour Clear - Step-by-step - Visual
  10. 10. TOPdesk on Tour Accessible • Keywords
  11. 11. TOPdesk on Tour Accessible • Keywords • Library
  12. 12. TOPdesk on Tour TOPdesk on Tour Next level collaboration
  13. 13. TOPdesk on Tour Level 1: between persons • Share calls
  14. 14. TOPdesk on Tour
  15. 15. TOPdesk on Tour Level 1: between persons • Share calls • Keep colleagues in the loop Preventing duplicate calls • Labs feature • Extranet KI 10531 • Blog - case “using the ‘Sharing calls’ feature to authorize requests”
  16. 16. TOPdesk on Tour Level 2: between operators • Checklists • Split up calls and assign the various parts to different people • Standardise service delivery with templates • New workflow system • Extranet KI 10706
  17. 17. TOPdesk on Tour Level 3: between organisations • Collaboration platform • Share calls with 3rd party
  18. 18. TOPdesk on Tour
  19. 19. TOPdesk on Tour Level 3: between organisations • Collaboration platform • Share calls with 3rd party • Easy setup
  20. 20. TOPdesk on Tour
  21. 21. TOPdesk on Tour Level 3: between organisations • Collaboration platform • Share calls with 3rd party • Easy setup • Extranet KI 11194
  22. 22. TOPdesk on Tour TOPdesk on Tour Operator profiles
  23. 23. TOPdesk on Tour Selection • Asking for value
  24. 24. TOPdesk on Tour Selection • Asking for value • Logged in operator
  25. 25. TOPdesk on Tour Selection • Asking for value • Logged in operator • Combination
  26. 26. TOPdesk on Tour Dashboards • Configure once • Use across organization
  27. 27. TOPdesk on Tour Copy operator profile • Perfect homepage • Template account • Dummy account
  28. 28. TOPdesk on Tour TOPdesk on Tour Customising mails without a maintenance headache
  29. 29. TOPdesk on Tour
  30. 30. TOPdesk on Tour Customising mails without a maintenance headache Case 1: custom mails based on caller customer/branch • Preserve corporate identity (Holding) • Integrate in corporate identity customer (Managed Services Provider) Case 2: custom mails based on operator department • Internal communication (footer) of different departments (Shared Services) • Identity of different departements to external callers (cities, university,…)
  31. 31. TOPdesk on Tour
  32. 32. TOPdesk on Tour How? 1. Add optional fields to the branch/operatorgroup card 2. Insert those optional fields instead of the URL of the emaillogo/colorcode in the source code of the mailaction • Or ask a consultant, we are happy to help!!!
  33. 33. TOPdesk on Tour More questions? Find the answer yourself: Knowledge Base Extranet Mail to presenters: G.van.Rooij@topdesk.com K.stevens@topdesk.com Call support: +31152700911

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