Support - Revision history

F.viau at 21:27, 23 October 2014

2014-10-23T21:27:10Z

Technowrites at 11:09, 27 September 2012

2012-09-27T11:09:27Z

Technowrites at 11:08, 27 September 2012

2012-09-27T11:08:31Z

Technowrites at 06:51, 17 September 2012

2012-09-17T06:51:28Z

Technowrites2 at 10:15, 14 September 2012

2012-09-14T10:15:55Z

Technowrites2: Created page with "* [http://staging1.commenceonline.com/mediawiki/index.php/Support/HowtoViewTicketAnalyticGraphics How to View Ticket Analytic Graphics] * [http://staging1.commenceonline.com/..."

2012-09-14T08:54:02Z

Created page with "* [http://staging1.commenceonline.com/mediawiki/index.php/Support/HowtoViewTicketAnalyticGraphics How to View Ticket Analytic Graphics] * [http://staging1.commenceonline.com/..."

New page

* [http://staging1.commenceonline.com/mediawiki/index.php/Support/HowtoViewTicketAnalyticGraphics How to View Ticket Analytic Graphics]

* [http://staging1.commenceonline.com/mediawiki/index.php/Support/HowtoCreateaNewTicket How to Create a New Ticket]

* [http://staging1.commenceonline.com/mediawiki/index.php/Support/HowtoViewTickets How to View Tickets]

* [http://staging1.commenceonline.com/mediawiki/index.php/Support/HowtoUpdateaTicket How to Update a Ticket]

* [http://staging1.commenceonline.com/mediawiki/index.php/Support/HowtoDeleteaTicket How to Delete a Ticket]

* [http://staging1.commenceonline.com/mediawiki/index.php/Support/TheSupportFAQList The Support FAQ List]

* [http://staging1.commenceonline.com/mediawiki/index.php/Support/TheSupportKnowledgebase The Support Knowledgebase]

@@ Line 1: / Line 1: @@
-On-Demand is designed to help your customer support efforts in three key areas:
+The Support Module is designed to help your customer support efforts in three key areas:
-:::1.	'''Tickets''' – specific, known customer support issues
+:::1.	'''Tickets''' – tracking of known customer support issues and their resolution
-:::2.	'''FAQ’s''' – Answers to Frequently Asked Questions
+:::2.	'''FAQ''' – Answers to Frequently Asked Questions
-:::3.	'''Knowledgebase''' – A database of articles containing information about your products and services, which are helpful to existing and potential customers.
+:::3.	'''Knowledgebase''' – Articles containing information about your products and services.
 :::4.	'''Analytics''' – Graphic charts which help you to track the resolution of tickets.
@@ Line 12: / Line 12: @@
 == How to View Ticket Analytic Graphics ==
 * [http://staging1.commenceonline.com/mediawiki/index.php/Support/HowtoViewTicketAnalyticGraphics How to View Ticket Analytic Graphics]
-Your Ticket analytical charts may be viewed as part of the de-fault opening screen for the Support module, or by selecting “Analytics” from the Support Module Activity panel.
+Some Ticket analytical charts may be viewed within the Support module, or by selecting “Analytics” from the Support Module.
 == How to Create a New Ticket ==
 * [http://staging1.commenceonline.com/mediawiki/index.php/Support/HowtoCreateaNewTicket	How to Create a New Ticket]
-Add a new Ticket by clicking on the “New” button on the Sup-port screen and filling in information on the dialog, which ap-pears.
+Add a new Ticket by clicking on the “New” button on the Support screen and filling in information on the dialog, which appears.
 == How to View Tickets ==
 * [http://staging1.commenceonline.com/mediawiki/index.php/Support/HowtoViewTickets How to View Tickets]
-Tickets may be viewed at any time when using the Support module by selecting the tickets to be viewed from the Support Module Action panel. Select “My Tickets” to view your own tick-ets. Select “All Tickets” to view all tickets for your organization. Click on a ticket “Subject” or “Account Name” to view detail for that ticket.
+Tickets may be viewed at any time when using the Support module by selecting the tickets to be viewed from the Support Module Action panel. Select “My Tickets” to view your own tickets. Select “All Tickets” to view all tickets for your organization. Click on a ticket “Subject” or “Account Name” to view detail for that ticket.
 == How to Update a Ticket ==
 * [http://staging1.commenceonline.com/mediawiki/index.php/Support/HowtoUpdateaTicket How to Update a Ticket]
-A ticket’s “Status” or other information may change over a peri-od of time, or you may wish to record progress or other additional information. Simply view ticket detail in the normal manner, edit the fields displayed, and then save your changes. Note: Tickets may not be updated after they are closed. However, a Closed ticket may be reopened (Click on the “Re-open Ticket” icon at the top of the detail page)
+A ticket’s “Status” or other information may change over a period of time, or you may wish to record progress or other additional information. Simply view ticket detail in the normal manner, edit the fields displayed, and then save your changes. Note: Tickets may not be updated after they are closed. However, a Closed ticket may be reopened (Click on the “Re-open Ticket” icon at the top of the detail page)
 == How to Delete a Ticket ==
@@ Line 32: / Line 32: @@
 == The Support FAQ List ==
 * [http://staging1.commenceonline.com/mediawiki/index.php/Support/TheSupportFAQList The Support FAQ List]
-By selecting “FAQ’s” from the Support Module Action Panel, you may access a list of FAQ’s (Frequently Asked Questions). These FAQ’s usually deal with products, services and other mat-ters related to your organization. This can be a very helpful ref-erence library when looking for answers to customer questions.
+By selecting “FAQ” from the Support Module, you may access a list of FAQs (Frequently Asked Questions). These FAQs usually deal with products, services and other matters related to your organization. This can be a very helpful reference library when looking for answers to customer questions.
 == The Support Knowledgebase ==
 * [http://staging1.commenceonline.com/mediawiki/index.php/Support/TheSupportKnowledgebase The Support Knowledgebase]
-Select “Knowledgebase” from the Support Module. While FAQ’s usually provide short and concise answers for customer questions, the Knowledgebase is oriented toward detailed and in-depth discussion of various issues.
+Select “Knowledgebase” from the Support Module. While FAQs usually provide short and concise answers for customer questions, the Knowledgebase is oriented toward detailed and in-depth discussion of various issues.

@@ Line 12: / Line 12: @@
 == How to View Ticket Analytic Graphics ==
 * [http://staging1.commenceonline.com/mediawiki/index.php/Support/HowtoViewTicketAnalyticGraphics How to View Ticket Analytic Graphics]
 Your Ticket analytical charts may be viewed as part of the de-fault opening screen for the Support module, or by selecting “Analytics” from the Support Module Activity panel.
 == How to Create a New Ticket ==
 * [http://staging1.commenceonline.com/mediawiki/index.php/Support/HowtoCreateaNewTicket	How to Create a New Ticket]
-Add a new Ticket by clicking on the “New” button on the Sup-port screen and filling in information on the dialog, which ap-pears. == How to View Tickets ==
+Add a new Ticket by clicking on the “New” button on the Sup-port screen and filling in information on the dialog, which ap-pears.
 * [http://staging1.commenceonline.com/mediawiki/index.php/Support/HowtoViewTickets How to View Tickets]
 == How to Update a Ticket ==
 * [http://staging1.commenceonline.com/mediawiki/index.php/Support/HowtoUpdateaTicket How to Update a Ticket]
 == How to Delete a Ticket ==
 * [http://staging1.commenceonline.com/mediawiki/index.php/Support/HowtoDeleteaTicket How to Delete a Ticket]
 == The Support FAQ List ==
 * [http://staging1.commenceonline.com/mediawiki/index.php/Support/TheSupportFAQList The Support FAQ List]
-By selecting “FAQ’s” from the Support Module Action Panel, you may access a list of FAQ’s (Frequently Asked Questions). These FAQ’s usually deal with products, services and other mat-ters related to your organization. This can be a very helpful ref-erence library when looking for answers to customer questions. == The Support Knowledgebase ==
+By selecting “FAQ’s” from the Support Module Action Panel, you may access a list of FAQ’s (Frequently Asked Questions). These FAQ’s usually deal with products, services and other mat-ters related to your organization. This can be a very helpful ref-erence library when looking for answers to customer questions.
 * [http://staging1.commenceonline.com/mediawiki/index.php/Support/TheSupportKnowledgebase The Support Knowledgebase]
 Select “Knowledgebase” from the Support Module. While FAQ’s usually provide short and concise answers for customer questions, the Knowledgebase is oriented toward detailed and in-depth discussion of various issues.

@@ Line 2: / Line 2: @@
 On-Demand is designed to help your customer support efforts in three key areas:
-.	Tickets – specific, known customer support issues
+:::1.	'''Tickets''' – specific, known customer support issues
-.	FAQ’s – Answers to Frequently Asked Questions
+:::2.	'''FAQ’s''' – Answers to Frequently Asked Questions
-.	Knowledgebase – A database of articles containing information about your products and services, which are helpful to existing and potential customers.
+:::3.	'''Knowledgebase''' – A database of articles containing information about your products and services, which are helpful to existing and potential customers.
-.	Analytics – Graphic charts which help you to track the resolution of tickets.
+:::4.	'''Analytics''' – Graphic charts which help you to track the resolution of tickets.

← Older revision		Revision as of 10:15, 14 September 2012
Line 1:		Line 1:
		+
		+	On-Demand is designed to help your customer support efforts in three key areas:
		+
		+	1. Tickets – specific, known customer support issues
		+
		+	2. FAQ’s – Answers to Frequently Asked Questions
		+
		+	3. Knowledgebase – A database of articles containing information about your products and services, which are helpful to existing and potential customers.
		+
		+	4. Analytics – Graphic charts which help you to track the resolution of tickets.
		+
		+
	* [http://staging1.commenceonline.com/mediawiki/index.php/Support/HowtoViewTicketAnalyticGraphics How to View Ticket Analytic Graphics]		* [http://staging1.commenceonline.com/mediawiki/index.php/Support/HowtoViewTicketAnalyticGraphics How to View Ticket Analytic Graphics]