[188] in Tooltime
Help Desk template (from Esther)
daemon@ATHENA.MIT.EDU (Steven Wade Neiterman)
Mon Aug 12 09:02:02 1996
Date: Mon, 12 Aug 1996 09:05:39 -0400
To: tooltime@MIT.EDU
From: wade@MIT.EDU (Steven Wade Neiterman)
Received: from PACIFIC-CARRIER-ANNEX.MIT.EDU by po10.MIT.EDU (5.61/4.7) id
AA19910; Fri, 9 Aug 96 13:40:17 EDT
Received: from MIT.MIT.EDU by MIT.EDU with SMTP
id AA05485; Fri, 9 Aug 96 13:40:16 EDT
Received: from FREIGHTLINER.MIT.EDU by MIT.MIT.EDU (5.61/4.7) id AA02475;
Fri, 9 Aug 96 13:40:10 EDT
X-Sender: eyanow@po10.mit.edu
Message-Id: <v02140b00ae30db08173f@[18.142.0.89]>
Mime-Version: 1.0
Content-Type: text/plain; charset="us-ascii"
Date: Fri, 9 Aug 1996 13:43:03 +0100
To: wade@MIT.EDU
From: eyanow@MIT.EDU (Esther Yanow)
Subject: template
Cc: eyanow@MIT.EDU
Hi,
Here's a "beginning model" of a template for consultants on the help desk
And, thanks to Peter Lee who wrote the storybook. It's a great start and I
found it very helpful .
Also, the document that Lynne and I worked on can provide some good screen
information.
Please know that I'd like to help on this project and should have a little
more time in September.
****************************************************************************
Here's a suggested table of contents. You know the info much better than I
so add or change any information you want.
CONSULTANT'S FUNCTIONS
SCREEN FEATURES
HOW TO QUERY
HOW TO PRODUCE A REPORT
CONTACTS AND PHONE NUMBERS
____________________________________
CONSULTANT'S FUNCTIONS
You are a consultant, ready to work at the help desk. Here are the
functions you'll be doing:
1. Preparing for your shift before you log on to the database
2. Logging on to the database
3. Working on a new case
4. Working on a client call about an existing case
5. Working on an existing case
6. Suggestions for helping a client
7. Checking voice mail and e-mail
8. Keeping track of stock answers
9. Preparing to end your shift
10. Logging off the database
Develop each topic, step by step, so that someone could refer to it and do
that function.
____________________________________________________________________
SCREEN FEATURES
The Scopus application consists of a main screen and three other screens
that can be accessed from the main screen.
Screen Focuses on...
--------- -------------
Main screen Most calls
Net install IP addresses, network and drop requests
Housecalls Fee-based house call services
Mainframe Midas and ADSM account requests and help, Dec server
problem reporting, and VM problems
I thought up these topics. I am sure there are many more. Below are
helpful hints or reference material:
* buttons
* entry rules-you enter first two characters for first or last name
and system provides the full name
* fields preceded by an asterisk (*) are searchable fields
* a list of different statuses and their definitions
* how to find log number
* how to view the history of a case
* required entry fields per screen
Suggestion: Tie in the screen or portion of the screen to the correct
function above. For example, if you are working on an existing case,
mention the FIND LOG button. Tie the task to the screen or button.
____________________________________________________________________________
________
HOW TO QUERY
Provide a realistic example of something you want to find out.
Then, step by step, explain how to do that query and include any tips that
may be helpful.
____________________________________________________________________________
________
HOW TO PRODUCE A REPORT
Explain how to do a standard report (something that the system produces)
versus how to do an ad hoc "customized" report.
____________________________________________________________________________
_______
CONTACTS AND PHONE NUMBERS
List any names and numbers that may be helpful.
