The document outlines the permission structure and functionalities of the FSC intranet SharePoint site, detailing different user roles such as viewer, contributor, editor, and full control administrator. It also explains how to navigate the site, utilize search functions, create and manage lists/libraries, and employ features like setting alerts and customizing content types. Overall, it serves as a comprehensive guide for users on accessing and managing content within the SharePoint platform.

1. FSCintranet
Permissions
Every user will have assigned permissions for each area of the site, controlling what they can and can’t do
or have access to. This is to make sure that data is protected and that only certain people can make big
changes to the site.
Permission Levels

Viewer
Can view pages and list items and download
documents. Most users will have this level of
permission for their area(s)

Contributor
Can view, add, update and delete list items and
documents

Editor
Can view, add, update, delete, approve and
customize. This is the highest permission level
for general users which will only be granted to
department managers

Full control
Will be limited to overall site administrators
1
Permissions can be changed by
SharePoint administrators. If you
are denied access to a certain site
area, you will have the option to
request access. You can also send a
ticket to the helpdesk for other
permission issues.

2. Launching SharePoint
SharePoint is browser-based, meaning that you access the site using your internet browser. If you are
logged in to the FSC network, open a new Internet Explorer page, enter http://fscintranet into the
address bar and you will automatically be logged into the homepage of the FSC SharePoint site.
Breadcrumb
Search function
Quick Launch
Links
RSS Feed
Site Widgets
Site Widgets
Clicking on these images will take you to the corresponding site
RSS feed
These are links to BBC education news articles
Search function
Use keywords to search the entire site for files or items. Searching from within sites will only show results
from within that site
2

3. Navigating the Site
By clicking the home button, you will be taken back to the homepage
Breadcrumbs
This shows you what route you have taken to get to the site you are in. Each step is a link and these can
be used to go back through the sites.
NB: Some sites do not have a breadcrumb trail. You can instead use this icon
at the top of the screen to navigate back.
3

4. Quick Launch
These are quick links to different files, items and areas of the site
Site Content
This will show you all lists and libraries within the site you are currently working in. It also allows you to
create new site content. This is situated below the Quick Launch on the left pane. You will only be able
to see site content which you have permission to view.
The Ribbon
You can use the SharePoint Ribbon to access the common tasks used for working with lists/libraries. These
include creating new items, editing existing items, and viewing items. Additional tasks include deleting
items and viewing an item’s version history. If the ribbon is available, tabs will appear next to ‘Browse’ which
you can click on to access these different options.
You can also use the Ribbon’s List tab to make configuration changes to the list, such as changing which
columns appear in the list.
The menu commands you see in the Ribbon depend on the kind of list you’re viewing. Usually the Ribbon
displays list commands in one of two tabs under List Tools:


Items - displays all the commands you need for working with items.
List - displays commands for managing and customising the entire list, such as creating views and
exporting the list to Excel.
4

5. Search Function
The search function is available on all site areas to allow you to search for documents or other
content within SharePoint. The search bar is located at the top right of each page. Type in your
query and then click the magnifying glass to begin the search
The results displayed are also based on your permission settings; only areas and content which you
are permitted to see will appear in the search results.
If you use the search bar on the homepage, it will search the entire site. If you use the search bar
within a department site, it will only search that site and any available sub-sites.
Write Effective Search Queries
- If you type in Learner Key Contacts, for example, the search will look
for all results containing learner, key and contacts. To search for the
phrase, put quotation marks around it.
- The search automatically ignores common words such as in, the, it
and by, as well as single digit numbers and capital letters.
- To search for filenames only, type filename: before the search.
- For more examples, click the Help question mark next to the search
bar
5

6. SharePoint Sites

A page creates a basic page that can be filled with content by editing the page

A web part page creates a basic page onto which web parts can be added. A web part is a
reusable piece of content or functionality that is inserted into a web part page

Sites and workspaces option allows creation of a sub-site within a site that can be filled with
content, e.g. the recruitment team have their own subsite within the main marketing site
SharePoint Libraries

A document library is a place for storing documents or other files you want to share. Document
libraries allow content versioning, check in check out and content approval

A forms library is a place to manage business forms like status reports or purchase orders. This
requires a compatible xml reader such as Microsoft InfoPath

A wiki page library is an interconnected set of easily editable web pages. These can contain
text, images/ web parts

A picture library is a store house of pictures that can go onto the SharePoint site or be used for
other purposes such as marketing material or uploading to the company website
SharePoint Lists

There are various types of lists available in SharePoint (see table below) depending on the type of
data that it needs to hold

Custom lists can be built if the default templates to do not suit the user’s needs

Attachments can be added to list items to include relevant documentation or to separate a
particular document from existing libraries
6

7. Create Menu
Type
Announcements
Description
Benefits
To display brief announcements on your You enter expiration dates for each
site’s home page
announcement
Basic Meeting
Workspace
A site to plan, organize and capture the
result of a meeting
Agenda management, meeting
attendees and relevant documents
Blank Meeting
Workspace
No features by default
Customise to suit your needs
Blank Site
No features by default
Customise to suit your needs
Blog Site
A person or team area to post ideas,
observations and expertise
Site visitors can comment on blog
posts
Calendar
To track calendar items
Can synchronise with Outlook and
can handle recurring events
Circulations List
Use to send information including
confirmation stamps to team members
Can be used send out memos
instead of using Outlook
Contacts
To track contacts, especially if you use
Outlook for data entry
You can remove unnecessary
columns
Custom List
To create a list with columns you define
Allows you to create a list specific
to your content and can act
differently depending on content
Custom List in
Datasheet View
A blank list displayed as a spreadsheet
You can add your own columns
and different views
Decision Meeting
Workspace
Site for meetings that track
status/progress or make decisions
Provides lists for creating tasks,
storing documents and recording
decisions
Discussion Board To create a forum where people can post
messages and reply
Can use third-party add-ons
Document Library
Storing documents to share with the
department
7
Add folders, versioning and
document check out

8. Document
Workspace
Collaborative area for documents
Includes a task list with the ability
specifically to assign tasks to users and links to
other resources as well as hosting
the original document
External List
To create a list based on data sources
outside of SharePoint
Allows you to display data from
other databases or web services
Form Library
Manage business forms like status
reports and purchase orders
Requires Microsoft InfoPath
Group Work Site
Designed to allow teams to quickly
create, organize and share information
Includes group calendar,
circulations list, phone call memo.
Document libraries and basic lists
by default
HelpDesk
Template used for the existing helpdesk
Ticket tracking, link to email via
alerts
Import Spreadsheet
To create a list based on an existing
spreadsheet
No need to recreate data if already
in a spreadsheet
Issue Tracking
To track trouble tickets
Works well with
open/closed/resolved statuses
Knowledgebase
Template used for helpdesk
knowledgebase
Can add various documents and
acts as a searchable database of
information
Links
To track hyperlinks
Uses hyperlink column which
automatically formats text into
HTML links
Microsoft IME
Dictionary List
Create an IME dictionary
Can be linked to a specific URL,
used for multilingual sites
Multipage Meeting Site to plan, organize and capture results
Workspace
of a meeting plus two blank pages to
customise
Managing agenda and meeting
attendees plus the customisable
pages
Page
Easily editable page which can contain
text, images, wiki links, lists and web
parts
8
Useful for collaborating on small
projects

9. Picture Library
Upload and share pictures
Can organise into folders
Project Tasks
Track work items relating to a particular
project
Can display information as a
Gantt chart
Social Meeting
Workspace
Site to plan social events
Provides lists for tracking
attendees, providing
directions and storing
pictures from the event
Survey
To take a poll
Allows you to create a
question set for users to go
through
Tasks
To track tasks
Can synchronise with Outlook
and task lists can be grouped
with summary tasks
Team Site
Allows teams to quickly organize, author and
share information
Provides document libraries
and lists
Web Part Page
Used to display a collection of information,
usually from various sources
Can display many types of
data including lists, other web
pages, search results or data
retrieved from other servers
Wiki Page Library
Interconnected, easily-editable web pages
Can contain text, images and
web parts
9

10. Creating a List/Library
1. Navigate to the site you would like to create content in
2. From Site Actions, click More Options
3. Click on the type of content you would like to create, i.e a
new document library
4. Type in a title for the list or library
5. Click More Options to fill in additional information about the list/library
6. Click Create
10

11. Deleting a list/library
NB: all of the list/library content will be deleted once you delete the list/library. Ensure that you have
saved what you need elsewhere before you delete
1. From Site Actions, click Site Settings
2. Under Site Administration, click Site
libraries and lists
3. Click Customize (list/library)
4. Under Permissions and Management,
click Delete this list/library
11

12. Adding List Content
In this example, you will see how to add a task to the Task list.
1. Click on the Tasks link from Quick
Launch
2. Click ‘Add new item’
3. Fill in details about the task including
title, priority, assigned to and due
date (see right). These fields will
change depending on the type of list
4. Click Save
Some lists have the option to add
different types of items. Under
Items, under list tools, click the
arrow underneath new item. This
will show you the different options
for list items
12

13. Deleting Content from a List/Library
1. Highlight the item you would like to
delete
2. Click the arrow which will appear next
to the title
3. Click ‘Delete Item’
NB: deleted items will be stored in the user recycle
bin for 30 days before being permanently deleted
13

14. Exporting Lists to Excel
This feature is especially useful if the contents of a list need to be emailed to
someone who does not have access to the list on the SharePoint site. This feature
does not link the information to an Excel spread sheet, but creates a copy of the
current information held.
1. Navigate to the list you would like to export
2. Under List Tools on the ribbon, click ‘List’
3. Click ‘Export to Excel’
4. Click OK
5. Click Open when the prompt appears at the
bottom of your screen
6. Click Enable
14

15. Filtering and Sorting Lists
As in Excel, you can sort and filter list items to easily view only certain types of item. This is useful for larger
lists or if you only know a certain attribute of an item you are looking for.
1. Hover over the heading of the column you
would like to sort or filter
2. An arrow will appear to the right of the
column heading. Click the arrow
3. Choose from the sort and filtering options
15

16. Views
You can change the view of a list/library to only display certain columns/information about the list or library
item. This can be done to suit the needs of users who will use the information for different tasks.
Creating a view
1. When in a list or library, select Library/List
under Library/List Tools on the ribbon
2. Click Create View
3. Select a format for the view. If you would
just like to change the columns that are
shown, select Standard View
4. You can then set a name for the view,
choose a view audience (public or
personal), which columns to show and in
which order, sort order, set a filter and
other options
5. Click OK
To change to an existing view, use the breadcrumb
trail. The view drop down will appear in lilac, and you
can use the drop down menu to switch views,
modify the current view or create a new view
16

17. Datasheet View
You can view the data in a list in a spreadsheet from within SharePoint for a simplified view of data. This is
also beneficial to users who feel more comfortable working with data in Excel or similar software.
From List Tools on the ribbon, select List and then
Datasheet View. The list will then appear like the
screenshot below:
Add information to cells just as you would in Excel. Depending on the column and type
of data the column holds, you may type it in or have a drop down box available.
NB: Datasheet view is only
available when using
Internet Explorer
17

18. Edit List Item Properties
Item properties can be edited or viewed by selecting either of these options from the drop-down menu
made available when the item is selected.
‘View Item’ will bring up a summary of information
about the item.
‘Edit Item’ will open a window with the same
options which appear when creating an item.
View Item
In libraries, follow the same process but instead of Edit
Item, click the Edit Properties option
18

19. Setting Alerts
You can set alerts to lists, list items and libraries which means that you will be notified when anything is
changed or added. You can set this up for your own email address or for someone else’s. For example, you
may want to ensure that your colleagues are kept up-to-date on certain items.
1. When the list, list item or
library is open, click Alert Me
2. Click Set alert on this list
3. You can then give the alert a title, choose
who receives the alert, what sort of change
to alert you of and how often to alert you
4. Click OK
19

20. List/Library Settings
In any site, open a list or library by clicking its link from the Quick Launch.
To access list/library settings, click List/Library under List/Library tools
and then List Settings. This will allow you to customize the list/library in
various ways. The image below shows these various options. Below these
settings are the column and view settings for each list/library.
Title, description and navigation
From here, you can change the title and description of the list/library and if it should be displayed on the
Quick Launch
Versioning
From here, you can enable content approval requirements, version history and draft item functionality
Advanced Settings
From here, you can manage content types, item-level permissions, attachment functionality, ability to
create new folders, offline client availability, datasheet functionality and dialog launches
Columns
You can add or delete columns from here. Click on individual columns will allow you to change the
content of that column. You also have the option to reorder the columns
Views
You can create new views or edit existing ones
20

21. Save List Template
Saving a list as a template can be useful if you need to use lists with similar content, as these can be
tweaked after the template is applied instead of building another list from scratch.
1. Open the list from the Quick Launch and then
click List Settings on the ribbon (Under List Tools,
then List)
2. Under Permissions and Management, click Save
list as template
3. Choose a file name, template name and
description. You can also choose to include
content, which saves items in the list as part of
the template, by ticking the box next to Include
Content
4. Click Okay once the fields have been filled in and
you will see the Operation Completed
Successfully screen.
5. Now, if you click More Options from Site Actions,
the template you have saved will be available to
use on different sites
21

22. List Content Types Management
Enable content management from the advanced settings within list settings for each individual list. This
allows you to create custom lists or customise existing ones so that a list can collect all of the necessary
information. Any columns used across the site collection will be available as well as the built-in default
column types, once this feature is enabled.
Enable Content Management
1. When in the list, click List Settings from
under List under List Tolls from the
Ribbon
2. Click Advanced Settings
3. Under Allow management of content
types? select Yes
4. Click OK
Add a Custom Content Column
1. On the List Settings page, there is now
a content types section. Click Add from
existing site content types
2. From the drop down menu, select All
Groups to see all available column
types, or select a specific group
3. Select a type you would like to add,
then click the Add button
4. Add as many as needed and then click
OK
22

23. List Content Types Management
The example below shows what happens when we add some content types to an announcements list
As you can see from the screenshot on the left, in
addition to adding an announcement, you can now add
a What’s New notification, Official Notice and Event, all
of which were added from the content type settings
Each item has different fields set by default, but these
can be changed from List Settings (see List/Library
Settings to find out how)
As you can see, this feature allows you do differentiate between types of
information within a list or library by putting them into different categories
and letting each content type collect different data
23

24. Wiki Libraries
A wiki library is a place for gathering and storing generic information. It is very quick and easy to edit
meaning it can be a dynamic directory resource. An example of a wiki library is the FSC Wiki in our
Resource Centre which can be used as an internal Wikipedia page for the business. Links can be embedded
in the pages to make navigation intuitive, making it a great place to share information.
Wiki pages can be edited as other areas of the site. Editors can choose from various template layouts,
default font formats, add images, insert links and add web parts (or link to existing web parts or lists)
using the ribbon.
From the homepage, click Resource Centre and
then click FSC Wiki from the Quick Launch
24
Please contact the HelpDesk for more
information, if you would like to add a Wiki
library to your site, or you would like to edit
an existing Wiki library.

25. Creating Surveys
Surveys can be created on your site for any purpose. It may be to get feedback from your department or it
may be to keep a record of surveys done by external contacts.
1. Under Site Actions, click More Options…
2. Scroll down and click Survey
3. Click More Options
4. Fill in the survey name and description. You
can also choose whether to display a link to
the survey on the Quick Launch pane, to
show user names with results and whether
to allow multiple responses
5. Click Create
6. You will now be able to add questions to
your survey by filling in the relevant
information. The options will change
depending on what type of answer you are
asking the user for
7. Click Next Question to add more questions
to the survey.
8. Click Finish when you have added the
questions you need
NB: you can edit a survey at any time by going to Survey Settings. Open
the survey, click settings and then survey settings
25

26. Editing Surveys
From Settings on the toolbar, click Survey Settings to edit the
survey. From here you can edit the title, individual questions,
view permissions and branching logic (see next section).
Survey Settings
- By default, all users can view all other users’ responses.
Change this by going into advanced settings
- You can also allow users to submit anonymous responses.
Go to title, description and navigation to edit this
- You can specify if users can submit multiple responses in
title, description and navigation settings
Branching Logic
You can use branching logic in surveys to change the sequence of questions which appear to users depending
on their answer to the previous question. This improves the user experience by skipping irrelevant questions
and reduces distortion of results when looking at a summary of the responses given.
1. Create all of the questions for the survey
and organize them into a logical order
2. In Survey Settings, open the individual
question
4. Select a question for each response
3. Next to branching logic, you will see the
possible responses to the question with
some drop down boxes which show the
possible questions you could branch to
5. Check that the questions you have
branched to then go on to or branch to
the correct questions
26

27. Responding to Surveys
1. Click the survey name from the
Quick Launch
2. Click Respond to this survey
from the options shown above
the survey information
3. A dialog box will appear
showing the survey questions.
Fill in the questions (red
asterisks indicate questions
which require an answer)
4. When you have filled in the
survey, click Finish
To the right is an example of a
survey, taken from the
HelpDesk. As you can see,
there are questions which
require different types of
answers including rating, tick
boxes and written answers
27

28. Discussion Boards
Discussion boards are a great way to gather feedback and information from staff about any topic. They can be
set up on department site pages to encourage collaboration and feedback. To see an example of a discussion
board, go to the HelpDesk homepage or the Reviews page in the FSC Wiki situated in the Resource Centre.
Each discussion board can have multiple topics set up inside of it relating to an overarching theme so as to not
clutter the site’s Quick Launch with lots of topics
Create a Discussion Board
1. From Site Actions, select More Options…
2. Select Discussion Board from the available
options
3. Click More Options. Type in a name and
description for the board and specify if you
want it to appear on the Quick Launch
4. Click Create
Add a New Discussion
1. Open the Discussion Board from the
Quick Launch
2. Click Add new discussion
3. Type in a title and a description. The
description will appear as the first
post in the discussion
4. Click Save
28

29. Add to a Discussion
1. Open the Discussion Board from the Quick
Launch
2. Click on the discussion you would like to
contribute to
3. To add to the discussion, you must reply to a
post. You can just reply to the last post
added or back track and reply to a specific
earlier post. Click Reply on the right of the
post
4. Add your text in the Body field above the
quoted post (shown in grey)
5. Click Save
Notice that you can also
add attachments to posts
NB: remember that you
can add alerts to lists,
including discussions,
meaning that you are
notified if anything is
added
29

30. Adding Web Parts
Web parts are an easy way to add functionality to your sites. There are default web parts such as
announcements and calendars, or you can create one from an existing item on the site. Adding web parts to
the home page of your site can give easy access to frequently used items to users.
1. Navigate to the site of your choice
and click the ‘Edit’ button on the
ribbon
2. Under ‘Editing Tools’, click ‘Insert’ to
see more options
3. Click ‘Web Part’
4. You can then select the web part you
would like to add from the selection
given and click ‘Add’
NB: This will allow you to link an existing list or library to the page.
Create the item before trying to add the web part.
30

31. Calendars
Syncing to Your Outlook Calendar
1. When the calendar is open, the
Calendar Tools tab will appear.
Underneath this, click Calendar and
then Connect to Outlook
2. Click Allow on the next 2 prompts
3. Click Yes
NB: To cancel a sync, delete the SharePoint calendar
in Outlook from the left hand pane showing all
available calendars by right-clicking the calendar and
then Delete Calendar
31

32. Calendars
Adding Calendar Events
1. Find the date you would like to add an
event to. Use the month calendar in the
top left and the arrows next to the
current month to move around the
calendar
2. Hover over the date you would like to
add the event to and an + Add link will
appear
3. Click Add and then fill in the details
4. Checking the Recurrence box will bring
up more options
5. Click Save when all of the details have
been added
To edit an event once it has been created, doubleclick the event and then click Edit Item
32

33. Creating a New Library Folder
1. Go to the library where you would like to create the
folder and navigate to the area in which you would
like the folder to go
2. Under Library Tools, click Documents
3. Click New Folder
4. Type in a name for the folder
5. Click Save
33

34. Data Migration
Data migration is needed if you have files saved somewhere already that need to be on SharePoint.
SharePoint uses a very simple upload feature to allow you to transfer files to the site, using a browsing
feature to locate the files. You can upload single documents or groups of documents but the processes for
these tasks differ slightly.
Uploading a single document
Firstly, navigate to the area in which you would like to upload the files (note that you cannot move the
file once it is uploaded). Do this by going the specific area and navigating through the libraries.
For example, if you would like to upload a file into the ‘Test Folder’ in the Test Library on the Operations
page, these are the steps to do so.
1. Click on the Operations image from the
home page
2. Find the library you want on the left-handside and click it
3. Navigate to the correct folder
4. Click ‘Add document’
5. Click’ Browse’ This will open Windows
Explorer which will allow you to browse to
the document
6. Double-click the document. Windows
Explorer will close
7. Click OK to upload
34

35. Data Migration
Uploading multiple documents
As for a single document, navigate to the folder where you want to upload the files to (note that you
cannot move the file once it is uploaded).
For example, if you want to upload the 4 test files into the ‘Test Folder’ in the Test Library on the
Operations page, these are the steps to do so.
1. Click on the Operations image from the
home page
2. Find the library you want on the lefthand side and click it
3. Navigate to the correct folder
4. Click ‘Add document’
5. Click ‘Upload multiple files’
6. The window which appears looks similar
to Windows Explorer and can be used in
much the same way
7. Once you have found the files, tick the
boxes next the files you would like to
upload and click OK
35

36. Data Migration
Drag and Drop Uploads
There is also a drag-and-drop method of uploading files. Some users may find this easier than browsing
to the file. Again, navigate to the folder in which you would like to upload the data and follow these
steps.
1. Go into Windows Explorer and find the
files you would like to upload
2. After entering a library, the library
tools will appear on the ribbon at the
top of the page. Click Library on the
ribbon.
3. Click ‘Open with Explorer’. A window
will appear containing the contents of
that folder in Windows Explorer.
4. Select the files and drag them across
to the SharePoint folder in the other
window.
5. Refresh the SharePoint page and you
will see that your files have been
uploaded
36

37. Saving to SharePoint
In Office applications, you have the option to save directly to SharePoint. All new documents should be
saved in this way.
1. After creating your document, click File
2. Click Save & Send
3. Click Save to SharePoint
4. Double-click Browse for a location
5. The usual save window will open with your
usual browsing functions and areas. Click in
the bar at the top so the text is highlighted
6. Type http://fscintranet and press enter
7. The different areas of the SharePoint site
will appear in this window. Double-click
areas to browse through the site until you
find a location for your file
8. Enter a name for the file in the file name box
and click Save
NB: You can still convert files to PDF when
saving by changing the save as type to PDF in
the drop down box
37

38. Save and Send
If you are working on a document which is intended for someone else, you can send the document directly
via email if they do not have access to where you would usually save documents. If they do have access,
save directly to SharePoint and email them a link, but this is a workaround if this is not the case.
1. Create the document in any of the Office suite applications
2. Click File
3. Click Save and Send
4. Click Send Using Email
5. Then click one of the 5 options for sending (most commonly send as an attachment)
6. A new email window will open in Outlook with the document already attached. Compose you email,
add the recipient email address(es) and send as normal
38

39. Document Check Out
You can check out documents if you need to edit a document but do not want
anyone else to access the document while this is in progress.
1. Click the arrow next to the file name and
click Check Out
2. Click OK when the prompt appears
3. This icon will appear next to the document
type on SharePoint to signify that the
document has been checked out
4. Open the document as usual and edit as
needed
5. Click Save when done
6. You will be prompted to check the
document back in. Click Yes
7. You will then be asked to add comments to
the version of the document you are saving.
This can be used to let other users what you
have changed and why
8. Click OK
39

40. Uploading Images
Uploading a single image
1. Navigate to the picture library and then the
folder within that in which you would like
to put the photo in
2. From the four options at the top of the
library, click Upload and then Upload
Picture
3. Click Browse.
4. Double-click the photo you would like to
upload.
5. Click OK
40

41. Uploading Images
Uploading multiple images
1. Navigate to the picture library and then the folder within that in which you would like to put the
photo in
2. From the four options at the top of the library, click Upload and then Upload Multiple Pictures
3. By default, the Picture Manager will show you your picture library. Navigate to the files you would
like to upload
4. If the image is not in the picture library, go to file and click locate file. You will then be able to scan
drives for images (right-hand pane)
5. Tick the items you would like to upload and click upload and close
41

42. Creating a Sub-Site
A sub-site can be created in any existing site. It may be useful to use sub-sites when teams are very closely
linked but still need separate areas to work within. The process is very similar to that of creating top level sites.
1. Navigate to the site in which you
would like to create a sub-site
2. Click ‘Site Actions’ and then ‘New Site’
3. From here, you can select what kind of
site you would like to create, or choose
a blank site
4. Type in a title for the site and a URL
5. Going into ‘More Options’ shows
options for permissions and site
navigation
6. When you have filled in all of the
relevant information, click Create
The new site will now appear from which you can edit and customize its look and features. The Getting
Started links appear on the right of the page and you can use the editing ribbon to make any changes.
For more options, go to ‘Site Settings’ from the Site
Actions menu
42

43. Recycle Bin
Deleted items are stored in the recycle bin for a limited amount of time. You can go into the recycle bin to
restore documents that may have been accidently deleted. It can be accessed by clicking in the Recycle Bin
link at the bottom of the Quick Launch for any page. When a document is restored, it returns to the place it
was deleted from, shown next to each item in the recycle bin.
Level 1 – User Bin
Items are stored here for 30 days before being automatically
deleted. Anyone can restore content from here as long as they
have the permissions for the file (you will not be able to see files
which you do not have permissions to restore). To restore a
document, check the box next to the file and then click Restore
document at the top of the recycle bin page.
Level 2 – Admin Bin
Items are stored here for 50 days before
being automatically deleted. Only site
collection administrators can restore
content from here. It is accessed from Site
Settings from the Site Actions menu.
43

44. SharePoint Glossary
Word
Sub-site
Meaning
A site created within another site, useful for departments which are closely linked or
department areas which differ significantly
List
A collection of related information made up of list items
Library
A collection of related files or data made up of folders and files
Check out
Taking a document out of a library temporarily so other users cannot edit it while
changes are being made
Web part
A quick way of adding functionality of a site and sometimes linking data from other site
areas
Quick Launch
The left side of each site which shows links to different lists, libraries, sub-sites and
surveys which have been configured to be shown on the Quick Launch
Breadcrumb
A way of navigating back through SharePoint by clicking on each ‘breadcrumb’ link. It
will show each area visited as separate links, allowing you to
Knowledgebase
A large store of information collected over a period of time by the helpdesk plus step-bystep guides
FAQs
Frequently Asked Questions from our helpdesk tickets
HelpDesk ticket
A record of an issue with SharePoint which is then sent to the helpdesk
Branching Logic
Allowing questions to be skipped in surveys depending on the user’s answer
The Ribbon
An area which shows editing/formatting options for the current site area along the top of
the window
RSS Feed
Really Simple Syndicated Feed – a stream of external data which is automatically
updated
Wiki Library
A collection of wiki pages which are easily editable, designed for generic information
which will grow over time
Hyperlink
A link to an internal or external site which saves data replication
Data migration
Moving data from one area to another
Direct Upload
Saving a new document directly to SharePoint
44

45. Permissions
Rules which dictate which areas of a site a user can access and at what level
45

46. Inserting Images
1. Click the edit button in the top left on
the toolbar
2. Click on the page where you would like
to place the image, making sure that
you can see the cursor blinking in the
right place
3. Under editing tools and then insert,
click Picture
4. Browse to the picture you want and
then click OK
46

47. Inserting Links
You can add links to pages without creating a link list when editing a page. You can have a text link or an image
link, and it can link to an internal or external site.
1. Click the edit button in the top left on the
toolbar
2. Click on the page where you would like to
place the link, making sure that you can see
the cursor blinking in the right place
3. Under editing tools and then insert, click Links
4. Type in how you want the link to appear in the
first box, and then the web address in the
second box. Click OK
5. You can use the format text options on the
ribbon to change how the link looks
Adding a Link to an Image
1. While in editing mode, select the image you
would like to add an image to
2. Under editing tools and then insert, click Link
3. Leave the text to display box blank and type
the web address to link to in the second box
47
4. Click OK

48. Sending Documents
Instead of sending copies of files in SharePoint, it is better to send a link to the document via email. This avoids
multiple copies being circulated and changes being lost in shared documents.
1. Navigate to the document you would like
to send
2. Tick the check box next to the document
you would like to send
3. On the ribbon, under library tools and then
Documents, click Email a Link
4. A prompt will then appear to ask if you
want to do this through Outlook. Click
Allow
5. Outlook will then open with the link to the
document already pasted into the
message. Send the message as you would
normally in Outlook
48

49. HelpDesk
Click this logo from the intranet homepage to be taken to the
helpdesk site. From here, you can access all support
documentation and create a helpdesk ticket. You will also find
announcements about the network i.e. in case there is any
downtime, or known issues which the helpdesk is working on.
The process for support is self-serve followed by assisted-serve. This means that users will search
the FAQs and knowledge base for issues first before contacting the helpdesk. If the material there
does not help you, or you need assistance quickly, you can create a helpdesk ticket.
Use these links to navigate through the
HelpDesk.
Our FAQs are taken from questions most
commonly asked through HelpDesk tickets.
Our knowledgebase library is filled with articles
about the SharePoint site, site features, step-bysteps and advice on using the site, including the
HelpDesk. Use the search function to find
specific articles or browse through to learn more
about the site.
Create a Ticket Now immediately opens a blank
helpdesk ticket for you to fill out. A HelpDesk
representative will be notified of your request
and will get back to you as soon as possible.
49

50. HelpDesk SLAs
The HelpDesk Service Level Agreements stated below outline the level of service that the HelpDesk will provide
and how. These guidelines will be used to measure the effectiveness of the HelpDesk and to ensure that the
service meets users’ needs. This agreement ensures that the HelpDesk is accountable.*

Users must look for problem solutions in the knowledgebase before submitting a ticket. If there is a
knowledgebase article which will solve the issue, the helpdesk will simply forward you a link to the appropriate
document and remind of the correct helpdesk procedure. If you have tried this, you must state this in your
helpdesk ticket.

The HelpDesk will always try to assist you in the quickest time possible. As soon as your ticket has been read,
the helpdesk will reply to notify you and try to give you an idea of when the ticket will be addressed if it cannot
be looked at immediately. If it takes longer than the given time, please feel free to contact the helpdesk for an
update.

The assisted serve part of the HelpDesk is held accountable by the tickets submitted. If a user does not submit a
ticket, the issue cannot be tracked and managed. Your ticket will be assigned to a particular person so the
HelpDesk can track who is responsible for following the issue.

The assisted serve helpdesk has a 2 tier system. More complex issues will be escalated, but this will be initiated
by the HelpDesk tier 1. Users will not have control over this but will be notified if this occurred. Please take a
look at the procedure map for the helpdesk for more information

Although you can choose a priority for your ticket (normal is default), the HelpDesk representatives will
ultimately decide. Your explanation for the setting will be taken into account. Tickets which have not been
filled out properly may be demoted to a low priority until more information is gathered (See ‘Creating a
HelpDesk Ticket article)

HelpDesk representatives will be available during business hours only (Mon-Thurs, 8:30am-5pm and Friday
8am-4pm). For example, a ticket submitted at 3:30pm on a Friday may not be seen until Monday morning.
Priority Levels
- High –
A major problem which impedes business-critical work being carried out, or affects multiple users. This will be fixed as
quickly as possible and will be pushed to the front of the ticket queue. These tickets must be solved with 1 day
-NormalA problem which affects productivity or the ability to carry out work, affecting one user. Normal priority tickets will be
solved within 1-2 days
-LowMostly RFC or training requests, general questions or incomplete tickets. Low priority tickets should be closed or
addressed as far as possible within 3-5 days
*These SLAs are based on the HelpDesk having all usual resources at their disposal. SLAs may be adjusted without notice
50
or at short notice if resources are limited.

51. FAQs and the knowledgebase can be access from the HelpDesk quick launch or the respective icons on
the HelpDesk homepage
Frequently Asked Questions (FAQs)
The FAQs should be the first place you visit seeking solutions from the
helpdesk. You will find help and step-by-step guides for the most common
issues here.
Click the cross to the left of each question to see its contents. This will show
the question, the answer and if there is an attached file. An attachment is
signified by a paperclip in the last column on the right.
To view an attachment, open the question by clicking on the purple link (the
question) once its contents have been shown
The FAQs will updated as more information is gathered from helpdesk tickets
Knowledgebase
The knowledgebase is a searchable database of all of the information and
advice available through the helpdesk. This is made up of step-by-step
guides and information gathered from helpdesk tickets. If the issue has
been solved before or is a basic step-by-step, you will find it here.
Use the search function when in the knowledgebase to quickly find
information, or navigate through the library to browse the information
available
51

52. HelpDesk Tickets
If you have not found the
solution to your issue in the
knowledgebase, you can
create a helpdesk ticket to
ask for support. This will
notify the helpdesk of your
issue so they can try to
resolve it.
Click Create a Service
Request from the Quick
Launch in the HelpDesk or
click the Create a Ticket Now
icon from the helpdesk
homepage
When to Create a HelpDesk ticket:





You have an issue which is not solved by a knowledgebase article, FAQ or step-by-step
guide
The issue is urgent, e.g. it affects all users, you cannot do any work until the issue is solved
You would like to make a change to your department site which you cannot do, possibly
because of the permissions you have (requests for new features should be approved and
sent by departmental managers)
You would like training on an area of SharePoint or would like more information about a
certain feature
Your permissions do not allow you to access a certain area or complete a task that you
think you should be able to do
52

53. Creating a HelpDesk Ticket
The fields marked with red asterisks are compulsory fields you have to fill in. Most of the other fields will
be filled in by a service rep who will assign and review the ticket. Below are some explanations of the
fields and how to fill them in effectively. Knowing what information to include can be difficult, but doing
so allows the service rep to solve the issue quickly.
Service Request
Use this field to give your ticket a title. This should give an immediate overview of the problem, so should be brief
but comprehensive. It will also make the information easier to find in the knowledgebase for other users.
Details
Use this field to detail the issue in depth. You should include a full explanation of the problem, what you were
doing leading up the issue, what software you are using (e.g. version of Office) and if it is a recurring issue. Even
seemingly unimportant information may be the key to solving the issue, so please include as much as you can.
Priority
By default, this will be set to normal. Only change this to high if the issue is affecting business-critical work or if
you know that is affecting multiple users. Change it to low if it does not affect you doing your work or if it is a
general question about SharePoint. Service reps have the ability to change the priority you have set, but will
always take into account your justification, which should be included in the details field. You will be notified of
your priority and what this means via email.
Actions Taken
This will mostly be used by the service rep to document their work. However, if you have tried to resolve the
issue, please include what you have already done here. Service reps will always double-check your steps if the
process you have tried should have worked. This field will be used for you and the service rep to communicate
about the issue
Other fields.
You do not have to fill in any fields which are not mentioned above, as these will be used by service reps to
ensure that the correct procedure is followed once a ticket has been submitted.
Once you have filled in the fields, click Save to send
Escalation
If your ticket cannot be solved by tier 1, it will be escalated to tier 2 for review. They will then
communicate with you and try to resolve the issue. Whoever first dealt with the ticket has a
responsibility that your ticket is escalated correctly and is followed up so the issue will stay in
the same ticket.
53

54. Exemplary HelpDesk Ticket
Why is this a good helpdesk ticket?

The title reflects the issue – calendar events are not being updated in Outlook when being
added to SharePoint

The user has looked at the step-by-step guides for help first and followed them

The problem details clearly outline the issue

The user has asked others if they have experienced the same issue first. Because others are
not experiencing it, it narrows down the possible causes as it is most likely a local issue

The user has added to the Actions Taken fields, emphasising that they have tried the step-bystep

The user has chosen the correct priority. It does not affect important work.
54

55. Create a HelpDesk ticket
1. When in the helpdesk, click Create a Service
Request from the Quick Launch or click the
Create a Ticket Now! icon from the helpdesk
homepage
2. This will open a blank ticket. Fill in the required
fields and optionally, the Actions Taken field.
3. Click Save to send the ticket
4. You will then see a list of other tickets. Open the
ticket you have just created by clicking on the
question title
5. Click Alert Me
6. Ensure that your name is in the Sent Alerts To
Users field.
7. Look through the options for when the alert is
sent and change them to suit your preference.
8. Click OK.
Setting up the alert is necessary so
that you are notified when a service
rep has replied to you. All contact
regarding the issue will be done
through the ticket you set up so it
can be recorded.
55

56. Replying in a HelpDesk Ticket
Once a ticket is submitted, all contact regarding the issue will be done through the original ticket. If you have
set up the alert correctly, you will receive an email notifying you of any changes to the ticket, including a
reply from a service rep. Once you have received this email, you follow the steps below to reply.
1. From the email, you will see the header
shown above. Click View [ticket name] to
open the ticket in SharePoint
2. To reply, click Edit Item and type your
reply in the Actions Taken field
NB: The email notification will show
which areas have been edited so you
and the service rep can keep track of
changes and correspondence
3. Once your reply is composed, click Save.
The service rep will then receive a
notification via email of the changes you
have made
56

57. CRM
SharePoint has a dedicated CRM site designed specifically as a place to house contact information,
company information and correspondence records. The information held in these lists can be exported to
Excel, Access, Outlook or can be edited within SharePoint itself to make it easier for the user to manage in
an environment they feel comfortable with. The phone call memo feature ensures that users can
effectively work as a team, assigning memos as tasks to certain users while having the ability to keep this
information confidential.
The phone call memo is an extremely useful
feature to record correspondence or to make a
note of something to be followed up.
You can assign someone else to the memo
with the option to keep it confidential between
you and any other users added.
57

58. Adding a Logo to a Contact
1. Open the Logo library
2. Click on the logo you would like to add to
a company. Click on the image, which
should be the only thing on the web page
3. Copy the web address on the page
4. Open the contact list and then the
contact you would like to add the logo to
5. Click Edit item
6. Paste the web address into the logo field.
You can also test the link by clicking Click
here to test
Once contacts are added here, they
are automatically added to the CRM
contacts in Outlook, where you can
edit them further
58

59. Managing Contacts
As the CRM contacts in SharePoint are synced with Outlook, contacts can be edited in either place
and will be automatically updated in both places.
From SharePoint
6. From the contacts list within the CRM
site, click the last name of the contact
you want to edit (the link will be purple)
7. Click Edit
8. Edit the fields you would like to change
9. Click Save
From SharePoint Datasheet
5. Open datasheet view by
selecting the All data view, or
selecting datasheet view from
the ribbon under List
6. Edit or create new records by
clicking the cells and then
typing information in
NB: Datasheet view is only available
when using Internet Explorer
59

60. Phone Call Memos
Call From:
Fill in the name of the person you
spoke to
Recipients:
Who you would like to send the
memo to (or you can just add your
name)
Confidential:
Tick this if you want only the
recipients of the memo to be able to
see it
Call Back:
Tick this if you need to call the
person back
Call Back Number:
Type in the contact number of the
person you spoke to
Message:
Add the memo message. This can be
notes about the call or tasks for
other people to follow up
Date/Time:
Record the time and date of the call
60

61. CRM Connect to Outlook
CRM contacts can be linked to Outlook in one of two ways: syncing the list to Outlook or exporting a
specific contact to Outlook
This option will sync the contact list with your
Outlook address book, meaning that any changes
made in SharePoint will be made in Outlook and vice
versa.
1. On the ribbon in the Contacts list, click List
under List Tools
2. Click Connect to Outlook
3. Click Allow on the two warning messages
which appears
4. Click Yes
5. Outlook will then create a CRM group in
the address book which will appear
Contacts in CRM are already synced to the CRM
mailbox. If you do not think they are connected, try
the above steps but note that this will sync the list
to your own contacts list
61

62. CRM Export Contact
CRM contacts can be linked to Outlook in one of two ways: syncing the list to Outlook or exporting a
specific contact to Outlook
This option will export one contact to Outlook and
allow you to edit it in Outlook. This is not a sync, and
updates will not happen.
6. Click the arrow next to the last name of
the contact you would like to export
7. Click Export Contact
8. Click Open on the message which
appears at the bottom of the Window
9. The contact will then open in Outlook.
You can then edit the contact
10. Click Save and Close
Contacts will already sync with the CRM list. Try
the above steps if you think that one contact is not
updating but note that it will export it to your
personal contacts and will not sync permanently
62

63. Resource Centre
The Resource Centre is accessible by any member of FSC staff and is designed to hold non-sensitive
information and documentation that needs to be accessed by various members of staff across multiple
departments. There is also a company calendar, task list and company announcements list to share
information. The Quick Launch shows libraries for various departments to share their files in.
There are also links to FSC websites and
important company documentation.
The FSC Wiki is also in the Resource
Centre, which you can visit to read about
different aspects of the company, get
advice on best practice or join a
discussion.
Submit a ticket to the HelpDesk if you
would like to add to the Wiki.
63