SKALI Online Support Center (SOSC)

support.skali.net

User Guide
Version 1.1

Last update: August 2008

SKALI Online Support Center User Guide v1.1

SKALI Online Support Center (SOSC)

User Guide
This document serves as the user guide for customers of SKALI to access and use the SKALI Contact Center Services Online Support Center.

Contents
1. Login to SOSC ................................................................................................................ 3 2. SOSC Homepage ............................................................................................................ 3 3. Submit A New Incident .................................................................................................. 6 3.1 Update User Profile................................................................................................... 7 3.2 Update Incident Location .......................................................................................... 8 4. View An Existing Ticket ................................................................................................ 9 4.1 Update Incident with Journal .................................................................................... 9 4.2 Attach files to Incident ............................................................................................ 10 5. Search The Knowledgebase .......................................................................................... 12 6. View Incident Reports .................................................................................................. 13

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SKALI Online Support Center User Guide v1.1

1. Login to SOSC
SOSC users will access the Portal via the URL http://support.skali.net

Figure 1 Self Service Portal Login page

2. SOSC Homepage
The homepage of the Self Service consists of the Header at the top, the Navigator pane on the left and the Dashboard in the main window.

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SKALI Online Support Center User Guide v1.1

Figure 2 Self Service Homepage

1. The Header shows a list of link and the User ID. User Guide Link to download the SOSC User Guide document. Report Link to view the Incident Reports for the user organization. Only those user with given right can view the Incident Reports.

Figure 3 Self Service Header

2. The Navigator pane contains the following list of menu: Home Return to the hompage Submit New Issue Create a new Incident ticket. Search Knowledge Base Search for solution in the Knowledge Base Logoff Log off from the Self Service Portal.

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Figure 4 Navigator Pane 3. The Dashboard contains the following sections: My Self Service Incidents Shows all incidents logged by the current users. There is a pull-down list where the user can filter the incident list accordingly.

Figure 5 My Self Service Incidents My Organization Incidents Show all incidents logged by the all users of the same organization. There is a pull-down list where the user can filter the list accordingly. Only supervisor level user can see the incidents list in My Org Incidents.

Figure 6 My Organization Incidents

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Announcement Show a list of news item links. The link will bring the user to a webpage showing the news.

Figure 7 Announcement

3. Submit A New Incident

1. Click on the Submit New Issue link to create a new incident and fill up the information about the incident. 2. Select a contract from the Contract list. 3. Select a site from the Site list. 4. Select a site contact from the Site Contact list if required. 5. Select an incident type from the Type list. 6. Select a service from the Service list. If there is no Service available, then click on the Refresh button next to the Service field. This is only necessary if there is no Site selected.

7. Fill in a subject heading in the Subject field. 8. Fill in description of the failure in the Description field. 9. Save the incident. NOTE: If there is an SLA tied to the selected service, the Service Level Tab will be auto filled with SLA information. NOTE: Upon saving of the new incident, an acknowledgement email is sent out to the requestor.

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SKALI Online Support Center User Guide v1.1

Figure 8 New Incident screen

Figure 9 Service Level Tab

3.1 Update User Profile

Users can verify their profile info in the Profile tab and update their profile if it is out of date in order to provide up-to-date profile info for the people who will work on the incident. When updating the profile for the incident, it will only apply for the incident and not the Master Profile table. Users are required to notify the Contact Center to update their profile info at the Master Profile table. 1. Switch to the Profile tab. 2. Verify and update the Profile fields with new values.

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3. Save the incident. NOTE: The Profile Name is not editable. NOTE: Make sure you save the new incident first before you change the Profile fields.

Figure 10 Profile Tab

3.2 Update Incident Location

Incident Location in the Location tab indicates the location of the incident faced by the user. It is the location of the selected Organization OR its Site. However user can change or update the location information if it is out of date. When updating the location for the incident, it will only apply for the incident and not the Master Site table. Users are required to notify the Contact Center to update their site location at the Master Site table. 1. Switch to the Location tab. 2. Verify and update the Location fields with new values. 3. Save the incident. NOTE: The Site Name is not editable. NOTE: Make sure you save the new incident first before you change the Location fields.

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Figure 11 Location Tab

4. View An Existing Ticket

To view an existing incident ticket, go to the Dashboard and look for the incident you want to view in the My Self Service Incidents OR My Organization Incidents section. You can use the pulldown Filters to narrow down to a group of incidents based on the incident status. You can click on the column header to sort the list by that column. Once you found the incident you are looking for, double-click on the incident to open it.

4.1 Update Incident with Journal

Users can update the incident with additional information and/or communicate with the contact center via the Incidents Journal. Journals are pieces of information/communication between the user and contact center. To View Journal: 1. Switch to the Journal Tab. 2. Browse the journals in the Journal Grid view and highlight the journal you want to view. 3. Select Form from the View pull-down field to view the journal.

Figure 12 Select Form View

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SKALI Online Support Center User Guide v1.1

Figure 13 Journal Tab in Grid View To Add Journal: 1. Switch to the Journal Tab 2. Click on New Journal Notes to create a new journal. 3. An empty journal form appears for you to fill in. 4. Enter the Summary and Notes for the journal. 5. Click Save button on the Incident screen to save the Journal.

Figure 14 Journal Tab in Form View NOTE: Whenever a new journal is created by either the user or Contact Center, an email will be sent out to the user and the incident owner informing them of the new update to the incident.

4.2 Attach files to Incident

User can attach files (documents/screen shots etc) to an Incident via the Attachment Tab. Contact Center can also add attachment to the Attachment Tab for user to view. To View Attachment:

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1. Switch to Attachment Tab 2. Browse the attachments in the Attachment Grid view and highlight the attachment you want to view. 3. Select Form from the View pull-down field to view the attachment record.

Figure 15 Select Form View

Figure 16 Attachment Tab in Grid View To Launch An Attachment: 1. Switch to Attachment Tab 2. Browse the attachments in the Attachment Grid view and highlight the attachment you want to view. 3. Click on the Open Attachment icon on the Attachment Toolbar 4. A prompt will appear to ask you whether to open or save the attachment.

Figure 17 Open Attachment Icon To Add Attachment: 1. Switch to Attachment Tab 2. Click on the Browse button on the Attachment Toolbar and select a file to attach. 3. Then Click on the Save Attachment button on the Attachment Toolbar to upload the attachment to the server.

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4. An Attachment Copy Progress window appears showing the progress of the upload. Once complete upload, click on Close button to close the Attachment Copy Progress window. 5. The newly attached Attachment record will appear in the Attachment Tab in Form view. Fill in detail of the attachment in the Description field. 6. Click Save button on the Incident screen to save the attachment together with the incident.

Figure 18 Browse for and Save Attachment

Figure 19 Attachment Copy Progress window

5. Search The Knowledgebase

Self Service Users can search the Knowledge Base available to them in Self Service for solution before submitting new incident tickets. 1. Click on the Search Knowledge Base link on the left Pane. 2. The Knowledge Base window appears. 3. Key in search string you want to search in the Search box and click Search button. 4. A list of result will return matching your search string.

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SKALI Online Support Center User Guide v1.1

5. Click on any of the result to view the detail knowledge article. 6. If the article can solve your problem, then click on the Rate button to give a rating to the article on how useful it is. 7. Close Knowledge Base window.

6. View Incident Reports

This section applies to users with rights to view the Incident Reports. 1. Click on the Reports link at the Header to launch the Reports window. 2. From the Reports window, click on either the Simple Incident Report OR Advance Incident Report link to launch the selected report. 3. The Report appears with parameter selection. Select the parameters for the report and click View Report button. 4. The Report result will appear based on the selected parameters. 5. In order to print the report, Select a format (either Excel or PDF) from the Export list and click on Export. 6. Save the export document in your computer. 7. Open the document and print to printer.

Figure 20 Incident Report Window

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Figure 21 Simple Incident Report Parameter Selection window

Figure 22 Simple Report sample

Figure 23 Export Report

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