[192] in Tooltime
Comments on Help Desk template
daemon@ATHENA.MIT.EDU (Barbara Goguen)
Wed Aug 14 10:03:41 1996
Date: Wed, 14 Aug 96 10:03:28 EDT
To: tooltime@MIT.EDU
From: goguen@MIT.EDU (Barbara Goguen)
>****************************************************************************
>6. Suggestions for helping a client
For consistency, I would phrase this as:
6. Offering suggestions for helping a client
>
>8. Keeping track of stock answers
I assume that we would want help desk consultants to be drafting new stock
answers.
8. Keeping track of and drafting new stock answers
>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
I would include a list of the different fields and an explanation of their
purpose/use. Especially important for those non-intuitive fields.
-barbara
goguen@mit.edu
617-253-6135
