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Application Template: Help Desk

Description of Template

The Help Desk application template for Microsoft® Windows® SharePoint® Services 3.0 helps teams manage the process of service requestsfrom inception through to resolution. The template tracks much of the process, with task oriented pages to display relevant information for each service request and an integrated knowledge base system.Dashboards help management track customer satisfaction with metrics such as issues resolution time, survey results, customer specific dashboards and customer service representative performance.End users self-initiate a request by visiting the Help Desk site and completing a Service Request. They can periodically check back to see the status of any outstanding service requests and can alsochoose to escalate their service request to a higher priority, if required.

Sample Activities Performed in this Application Template
The following examples show the various ways Microsoftanticipates this template will be utilized in a typical organization. If you wish to add additional features, please ask your IT provider to research Microsoft Office SharePoint Designer 2007.

Jeff Low isa Customer Service Representative in Lucerne Publishing’s IT department. He starts each day logging in to the company’s Help Desk site where he can view a list of open issues entered by end users athis company. Today, he notices that there is an open request to help a user set up the company’s remote access software in preparation for next week’s business trip. Jeff takes ownership of therequest and searches through the Knowledge Base to find the article his colleague wrote last year on how to use remote access. He sends the article to the user and changes the status of the open issue to‘resolved’.

Meanwhile, Jim Daly, Jeff’s manager, has been receiving feedback that his department is slow to resolve outstanding service requests. He wonders if this is true and knows that his...
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