End User Tips & Docs

[lleigh01]

Greetings!



Can anyone guide me to resources designed for end userfunctionality?



Here is my situation - I work in a call center that has used Remedy for the last 3 years. We recently merged with several other help desks within the company, with all groups migrating to Service Center.



I am called upon to do a lot of adhoc reporting, (i.e. An application blows up, call volume rises... What's the exact problem and how bad is it?) While I could tap-dance backwards through Remedy reporting, writing macros, etc., I've suddenly a whole new world with Service Center.



The administrators have their hands full right now, trying to work gateway issues between Remedy and Service Center. This is not a real good time to pester them with my petty little reporting issues.



If there are any resources that could help me improve my understanding of Service Center's operation from the end user's perspective, I'd be appreciative of any guidance you can give me.



Thank you!

[tommy]

If You are looking for information about how the SC client works then Peregrine has the documentation on their website http://support.peregrine.com



Or are You looking for guidance in Crystal Reports? If You are looking for tips to Cyrstal Reports you can find that on http://www.hammerman.com/techtipsreg.html however this is not specific to SC.



I am not sure if You with reports mean the SC search facilities or the reports that can be run with ReportCenter and written with Crystal Reports.



You can post your question here or in the GPUG mailing list.

[lleigh01]

Wow, thanks for such a quick response! I'll check out the links you posted.



I don't really use Crystal, we do have a metrics team that handles the large reports and analyst stats.



What I'd really like to find is something to help me understand exactly how much I can find through advanced searches, if there are other options available to me from this side.



For example, in Remedy I could pull an advanced search of "Criteria A + Criteria B created since Date A up to Date B" and then I had the option of pulling my choice of any recorded fields (viewable through the client interface, or in the "hidden" fields) and exporting to Excel or Access.



I've figured out how to run advanced searches, but not how to select fields from which I'd like information. I can only export the four fields that come up to identify the ticket and the issue description.



Another priority for me is to find if there is a way from the user side to build macros to auto-populate fields. We originally used macros in Remedy, then went to building "Client Issues" after an upgrade. As we stand now, the analysts have to key in all information or click drop downs for every field.



I'm sure this will be eventually addressed by the sys admins, but in the meantime, if I could find anything from the user's perspective on automating certain commonly used field entries, it would be a lifesaver for the analysts on the floor.



(If I had a dime for each time I've typed the words "User needs {application} password reset. Reset, ensured user could access. Closing call." this week, I'd have a very fun weekend.) :evilgrin:



Again, thank you very much for your advice.

[tommy]

Your welcome.



When You have the search results it is possible to change the collumns that is displayed but if I remember correct only the default collumns can be exported to excel so You would need the admins to change the search result screen if you need other fields exported to excel.



Do You know how to find the field names to use in the advanced search?



Macros is not possible in SC. There are ways to limit the amount of text the agents need to type but they also need an admin to help set it up. For example a standard SC comes with a field called cause code in this the user can select a value from a list and populate the resolution field and if neccesary the description field with a fixed text.



This way you could have a cause code called Application Access, then when the user selects that from the list the description and resolution fields can automatically be filled with whatever information required.