SR-Dash User Guide
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Revision history
Table 1. Revisions
Date Edition Revision
31 January 2009 A Farzana K. Wyde
19 June 2009 B Farzana K. Wyde
Figures and Tables
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Contents
Revision history .................................................................................................................................................... 2
Figures and Tables Figures ................................................................................................................................................................. 5 Tables ................................................................................................................................................................... 5
Service Request Dashboard (SR-Dash) Overview .............................................................................................................................................................. 6
New User Interface Concepts Ribbon .................................................................................................................................................................. 7 Tabs ..................................................................................................................................................................... 7 Groups .................................................................................................................................................................. 8 Controls ................................................................................................................................................................ 8 Quick Access Toolbar .......................................................................................................................................... 8 Application Button ................................................................................................................................................ 9 Keyboard Access ................................................................................................................................................. 9
Login
Dashboard Home Tab ........................................................................................................................................................... 12 Service Request List .......................................................................................................................................... 13 Customer Chat ................................................................................................................................................... 13 Agent Chat ......................................................................................................................................................... 14 Telemetry ........................................................................................................................................................... 15
Options Color Settings ..................................................................................................................................................... 16 Chat Settings ...................................................................................................................................................... 17 Alerts .................................................................................................................................................................. 18 Proxy Settings .................................................................................................................................................... 19 About .................................................................................................................................................................. 20
Telemetry Customer ............................................................................................................................................................ 21 System Information ............................................................................................................................................ 23 PC Diagnostics ................................................................................................................................................... 24
Reports Reports Tab ........................................................................................................................................................ 25 System Information ............................................................................................................................................ 26 Diagnostics ......................................................................................................................................................... 27 Health Check ...................................................................................................................................................... 27 SR History .......................................................................................................................................................... 28
Searches Search Tab ......................................................................................................................................................... 29 New Search ........................................................................................................................................................ 30 Saved Searches ................................................................................................................................................. 33 Unassigned SR .................................................................................................................................................. 34
Knowledge Knowledge Tab .................................................................................................................................................. 35
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Service Note ....................................................................................................................................................... 35 Product Finder .................................................................................................................................................... 35 Author Scripted Messages ................................................................................................................................. 36 Active Library ...................................................................................................................................................... 36
Active Mail Email Support ..................................................................................................................................................... 37 Closure Codes .................................................................................................................................................... 37
Figures and Tables
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Figures and Tables
Figures Figure 1. Ribbon ................................................................................................................................................................ 7 Figure 2. Tabs .................................................................................................................................................................... 7 Figure 3. Groups ................................................................................................................................................................ 8 Figure 4. Controls .............................................................................................................................................................. 8 Figure 5. Quick Access ...................................................................................................................................................... 8 Figure 6. Application Button ............................................................................................................................................... 9 Figure 7. Login Screen ..................................................................................................................................................... 10 Figure 8. Dashboard ........................................................................................................................................................ 11 Figure 9. Home Tab ......................................................................................................................................................... 12 Figure 10. Service Request List ....................................................................................................................................... 13 Figure 11. Customer Chat ................................................................................................................................................ 13 Figure 12. Agent Chat ...................................................................................................................................................... 14 Figure 13. Telemetry ........................................................................................................................................................ 15 Figure 14. Color Settings ................................................................................................................................................. 16 Figure 15. Chat Settings .................................................................................................................................................. 17 Figure 16. Alerts ............................................................................................................................................................... 18 Figure 17. Proxy Settings ................................................................................................................................................. 19 Figure 18. About .............................................................................................................................................................. 20 Figure 19. Customer Information ..................................................................................................................................... 21 Figure 20. Customer History ............................................................................................................................................ 22 Figure 21. Device Overview ............................................................................................................................................. 22 Figure 22. System Information ......................................................................................................................................... 23 Figure 23. PC Diagnostics ............................................................................................................................................... 24 Figure 24. Reports: System Information .......................................................................................................................... 26 Figure 25. Reports: Diagnostics ....................................................................................................................................... 27 Figure 26. Reports: SR History ........................................................................................................................................ 28 Figure 27. Search Tab ..................................................................................................................................................... 29 Figure 28. New Search .................................................................................................................................................... 30 Figure 29. Search Results ............................................................................................................................................... 31 Figure 30. Save Ad Hoc Search ...................................................................................................................................... 32 Figure 31. Saved Searches ............................................................................................................................................. 33 Figure 32. Unassigned SRs ............................................................................................................................................. 34 Figure 33. Knowledge Tab ............................................................................................................................................... 35 Figure 34. Product Finder ................................................................................................................................................ 35 Figure 35 Active Mail dialog window ................................................................................................................................. 37
Tables Table 1. Revisions ............................................................................................................................................................. 2 Table 2. Login Credentials ............................................................................................................................................... 10 Table 3. Home Tab Controls ............................................................................................................................................ 12 Table 4. Active Mail Closure Codes ................................................................................................................................. 38
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Service Request Dashboard (SR-Dash)
Overview
The SR-Dash application is used by support agents to resolve service requests through the Instant Support online programs.
New User Interface Concepts
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New User Interface Concepts
Ribbon
The Ribbon is the primary replacement for menus and toolbars in the 2007 version of Microsoft Office and is used for the SR-Dash application. The Ribbon contains the following three elements: Tabs, Groups and Controls.
Figure 1. Ribbon
To minimize the Ribbon, perform one of the following actions:
• Double-click the currently selected Tab
• Choose “Minimize Ribbon” from the right-click menu
• Type CTRL+F1
The layout of controls in the Ribbon changes when the width of the application window changes.
Tabs
Tabs are used to organize controls in the Ribbon around core scenarios and tasks that you perform within SR-Dash.
Figure 2. Tabs
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Groups
Groups are used to organize related controls on a Tab. Groups also have Dialog Box Launchers to access dialog boxes that provide more advanced functionality related to the group. The Dialog Box Launcher has two states: normal and hover.
Figure 3. Groups
Controls
Different types of controls (include, but not limited to, buttons, split buttons, combo boxes, galleries, menus, spinners, and check boxes) are hosted in the Ribbon.
Figure 4. Controls
Quick Access Toolbar
Controls on the Quick Access Toolbar are always available to you, regardless of which tab is selected in the Ribbon. This toolbar can be customized to include any control to which you need frequent access.
Figure 5. Quick Access
• Clicking the dropdown arrow displays the “Customize Quick Access Toolbar” menu which provides a list of controls the you can select.
• Right-clicking on any control in the Ribbon provides the option to add that control.
• Right-clicking on any group label provides the option to add the entire group. The entire group will be displayed when that group control is clicked from the Quick Access Toolbar.
New User Interface Concepts
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Application Button
The Application Button contains the SR-Dash logo and other available options.
Figure 6. Application Button
Keyboard Access
KeyTips provide keyboard access to every control in the Ribbon and appear when the ALT key is pressed. Typing the letter or number associated with any tab displays the KeyTips for all the controls on that tab. Pressing the key associated with any control will then select that control and perform the associated action.
To dismiss KeyTips and return keyboard focus to document, perform one of the following actions:
• Pressing the ALT key
• Pressing F10 key
• Pressing ESC key
• Clicking anywhere on the Ribbon or document
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Login
All agents will use their digital badge or BPIA certificate to login to the SR-Dash application.
Figure 7. Login Screen
Table 2. Login Credentials
Credential Description
Remember me Enables SR-Dash to save your information for the next time you login.
Force login Enables you to use the BPIA certificate for login.
Login button Clicking this button allows you to login to the SR-Dash application.
Exit Clicking this button allows you to cancel out of the login process.
Check for newer version Allows you to check if there is a newer version than the one installed on your system.
Dashboard
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Dashboard
When you first login to SR-Dash, you will see the following figure containing no assigned service requests.
Figure 8. Dashboard
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Home Tab
This is what your home tab will appear as when you login to SR-Dash.
Figure 9. Home Tab
Table 3. Home Tab Controls
Item Description
Request Close Sends a request for closure notice to the customer.
Force Close Closes the service request without waiting for the customer to agree. This type of closure is used for when the customer is nonresponsive, etc.
Wait for Response Indicates you are waiting for the customer to respond.
Unassign Removes the service request from your working set and returns to the unassigned list.
Reassign Allows you to reassign a service request to another agent.
RPL Status Agents are required to document checking the Global Trade Screening list to determine if a customer is on the Restricted Party List (RPL) before delivering service. Values for this dropdown list are:
• Not done – default value • Passed – RPL checked and the customer passed • Failed – RPL checked and the customer did not pass. Agents follow specific
processes outside SR-Dash 2.0 to handle customer. • Not required – Customers with specific contracts that have already passed the
RPL check as part of the contract process.
Escalate Reassigns a service request to an escalation team for higher priority.
Change Queue Changes from the current queue to the one chosen.
Direct Connection Creates a direct connection with the customer when using the remote control function to take control of a customer’s system.
Secure Connection Creates a secure connection with the customer when using the remote control function to take control of a customer’s system.
Send File Sends a file to the customer that you have chosen.
SoftPaq Sends a softpaq to the customer that you have chosen.
System Information Displays information about the customer’s system.
Diagnostics Displays diagnostic tests that are available to be performed on the customer’s system.
Health Check Performs a system health check on the customer’s system and displays any issues.
SR History Displays a history of the information performed on the service request.
Resources Displays a list of resources available to you..
Dashboard
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Service Request List
This section shows a list of your assigned service requests.
Figure 10. Service Request List
Customer Chat
This section shows the chat conversation between you and the customer.
Figure 11. Customer Chat
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Agent Chat
This section allows you to type chat messages to the customer. You can change the font to your preference. It also allows you to select scripted messages and make annotations for the service request.
Figure 12. Agent Chat
Dashboard
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Telemetry
This section displays information about the customer, their system information, and the diagnostics available to be run on the their system.
Figure 13. Telemetry
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Options
This menu is available under the Application Button and allows you to customize SR-Dash to your preference.
Color Settings
The Color Settings under your Options allow you to customize your chat appearance.
Figure 14. Color Settings
Options
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Chat Settings
The Chat Settings under your Options allow you to customize your chat.
Figure 15. Chat Settings
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Alerts
Alerts are pop-up windows to notify you when a new service request or chat has be received. The Alerts under your Options allow you to customize when and how you receive your alerts.
Figure 16. Alerts
Options
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Proxy Settings
The Proxy Settings under your Options allow you to set your proxy information.
Figure 17. Proxy Settings
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About
The About under your Options display information on the SR-Dash application.
Figure 18. About
Telemetry
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Telemetry
Customer
This section displays information about the customer.
Customer Information
The sub-section displays the customer ‘s immediate contact information.
Figure 19. Customer Information
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Customer History
This sub-section displays the customer’s history on past service requests.
Figure 20. Customer History
Device Overview
This sub-section displays information about the customer’s device.
Figure 21. Device Overview
Telemetry
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System Information
This section displays information about the customer’s system.
Figure 22. System Information
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PC Diagnostics
This section displays diagnostics that are available for the customer’s system. It shows information about individual tests as well as the status after being run.
Figure 23. PC Diagnostics
Reports
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Reports
Reports Tab
This section displays information that has been run on the customer’s system. The Reports group contains:
• System Information
• Diagnostics
• Health Check
• SR History
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System Information
The System Information report displays information about the customer’s system.
Figure 24. Reports: System Information
Reports
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Diagnostics
The Diagnostics report displays test results from diagnostics run on the customer’s system.
Figure 25. Reports: Diagnostics
Health Check
The Health Check report displays details on a system check that is run on the customer’s system.
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SR History
The SR History report displays events and details about the customer’s service request.
Figure 26. Reports: SR History
Searches
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Searches
Search Tab
This is what your Search tab will appear as when you login to SR-Dash.
Figure 27. Search Tab
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New Search
You can use the search function to search for a specific or set of service requests:
1. Select the field to search in
2. Select the condition
3. Enter your value
4. Click the Add button
5. Click the Search button to execute
Figure 28. New Search
Searches
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Search Results
The Search Results will be displayed in the right hand pane of your application.
Figure 29. Search Results
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Save Ad Hoc Search
You can save your Search criteria for future use:
1. Select a company
2. Enter a name
3. Enter a description
4. Click the Save button
Figure 30. Save Ad Hoc Search
Searches
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Saved Searches
You can execute a search on criteria you have already saved. Just click on the “Saved Searches” window located at the button of the left panel or the button located in the Search tab to open your list. The results will be displayed in the right hand pane.
1. Select saved search
2. Click the Search button
Figure 31. Saved Searches
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Unassigned SR
You can search for unassigned service requests by clicking on the Unassigned SR button in the Search tab. The results will be displayed in the right hand pane.
Figure 32. Unassigned SRs
Knowledge
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Knowledge
Knowledge Tab
This is what your Knowledge tab will appear as when you login to SR-Dash. The options contained in this tab aid in resolving service requests.
Figure 33. Knowledge Tab
Service Note
Service Notes provide information on a specific system that can be used to determine issues on a customer’s system.
Product Finder
The product finder enables you to find system information based on a product number.
Figure 34. Product Finder
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Author Scripted Messages
Clicking on this link opens an area for you to create or edit scripted messages. This permission is determined by your login credentials.
Active Library
Clicking on this link opens the Active Library application that contains knowledge documents to enable you to resolve a customer’s issue.
Active Mail
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Active Mail
Email Support Active Mail is used by customers seeking help from HP via email. HP support agents will use the SR-Dash application to respond to email support requests. Email requests will be designated with an envelope icon ( ) to differentiates it for other service requests. The email request is automatically assigned to the support agent that belongs to the email queue by the work load manager. The support agent replies to the customer using the SR-Dash chat feature.
Closure Codes When clicking “send” on an Active Mail response, a dialog window opens with a dropdown box for closure codes. There is also a check box giving the option to leave the incident in their work set after sending the customer a message. The default behavior for an Active Mail incident is to remove the incident from the agent’s work set after the agent sends the message as Active Mail incidents are asynchronous and often are closed after only one message sent from the agent.
Figure 35 Active Mail dialog window
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Table 4. Active Mail Closure Codes
Code
Support was provided
Duplicate
Embargoed
Feedback Only
Misroute Non-Commercial
Support Boundaries
Non-Supported Language
Out of Warranty
Refer to 3rd Party
Unsupported Products
Not Remotely Resolved, requires service