User Console Essentials

1Dell World User Forum

UFIL524: User Console Essentials

Michelle R Sanchez, Senior TrainerTim Woolridge, Senior Trainer

Dell WorldUser Forum


Agenda

• Customizing the login page

• User Console Library

• Knowledge Base

• Service Desk Ticketing

• Q&A

3 Dell World User Forum

Customizing the Login Page


User Console Login Page – Default View


User Console Login Page – With Customization


Ideas for customizing the Console login page• Corporate video announcements, etc.

• Flash demo for new products, common problems, etc.

• Service Level Agreements

• Company News

• Known IT Issues

• News Aggregator

• Weather widgets

• …Anything you can write in HTML!


Configuring the User Console Login Page

• Any Administrator can edit the page using HTML– Settings > General Settings > User Console Settings

Dell World User Forum

Demo: User Console Customization


User Console Customization

Nav to Control Panel

Paste HTML code

ModifyRefresh Browser

Login to User UI and Enjoy!

Customize

Write your own

Locate HTML source

Trick someone else into it

Check ITNinja!


User Console


User Console


User Console Library




User Console Library – Features and Benefits• Make scripts/installers/downloads available on demand

– Self-Help– Common Software Requests– Hotfixes– Office Template Files– Early-Adopters (E.g.- Office 2013 in the library for 3 months before you deploy to all)

• Share package details, EULAs, costs, request manager notification

• Published applications don’t require local admin rights – installers run as the Local System account

• Allows us to limit access based on User Labels



• Agent Install

• Company Documents

• Portable Apps

Downloads

• VPN Connectivity

• File Readers, Flash, JRE, etc.

• Plug-Ins

Installs

• Troubleshooting Utilities such as ‘Defrag’

• Network printer installation scripts

• Technicians’ favorite tools & utilities

Scripts


Demo: Publishing User Console Library Items


Knowledge Base Articles


KB Articles

One-click transferSummarize transferred textPublish!

Information-sharingIssue resolutionsKnown-issue talking points

Enable users to solve issuesExplain processes and proceduresKeep in touch

Knowledge for Users

Knowledge for Techs

Turn Tickets into KB Articles


KB Ideas

• Empower Your People to Resolve Issues!

Empower Your People to Resolve Issues!

• KB gives them the knowledge to do so!

• Create KB Articles that all users can access, for self-help.

• Create KB Articles for all User Console Library postings.

• Some users will find, read, and use them: Fewer Tickets!

Some won’t though…• No Problem! Incorporate them

directly into a ticket!• Now, they’ll get the article, read and

use it.• Create KB Articles restricted to just

technicians, to share solutions.• Less Time Per Ticket!


Example - Knowledge Base Article

• Embed videos– 'How-to’ articles

• More fun than reading!– Watch videos instead!



• Embedded image– Adds life to your KBs

• Use formatting– Dress up your KBs



• Attachments– Benefits Forms– Withholding Forms– Request Forms

• Attachments– User Guides– Corporate Docs and Templates– Employee Handbook and

Phone Directories


Knowledge Base – Best Practice

“When we engage & inform users and make information

highly effective, helpdesk calls decrease.”

Publish solutions to common (and/or

obscure) questions for self-

help

Limit access based on User Labels

Be visual! Use video, flash demo, images, etc. Markdown/HTML enhances your

KB articles KB articles don’t have to be

static; embed a video, interactive walkthrough, Hashtags, tweets, etc.

Use KB’s for Corporate Training, Human Resources, etc., not just break/fix

solutions


Demo: Publishing Knowledge Base Articles


Ticketing


Service Desk

• Full-featured Service Desk - Create as many as necessary– Information Technology

› End users can request technical assistance

– Human Resources› End users can request HR assistance› HR can track their own work with their own tickets

– Facilities & Maintenance› End users can report issues that require repair› Facilities can track their own work with their own tickets

– Ticket owners need not be admins on the K1000 to work tickets in their respective queues


Ticket Submission Form – User Console

• Customizable Fields– Fields for Users– Simplify ticket submission with relevant

categories

• Better Metrics– Identify and run reports on the issues using

your IT staff’s resources


Ticket Submission Form – Admin UI

• Customizable Fields– Fields for Ticket Owners– Add Due Dates, Link to other tickets

• Permissions– Identify which fields should be

visible/hidden/modifiable by Users


Electronic Form Design

Make it easy, by giving users simple drop-downs to choose from. Don’t overwhelm

users with choicesCategory: Lots of levels, few choices on each level.

Impact: Allow users to tell you how wide-spread the issue is.Location: Do you know where everyone sits?

Department: So you can report on who is using the helpdesk.

Restrict most choices to technicians• Hide some Categories from users.• PROC/RAM, Router/Firewall, Server/Switch, etc.• Use “Required on Close”• Policies for techs are easier than others.• Technicians know the most about the issues.


Demo: Ticket Customization


Recap


Using Roles & Labels to limit user views

• Before you even import users from LDAP – Create a custom Role.

– Only let users see what they need – extra information is distracting and may discourage the user from using the Console

• Use different roles for different needs– Some staff only need the helpdesk and knowledge base– Some staff may need all tabs– Some staff may only need the Software Library

• User Labels allow for limiting access to Software Library items, KB Articles, and even Ticket Approver/Owner/Submitter options


User Adoption of the Console

• Make it easy to find– Use a DNS entry that’s easy to remember, like http://helpdesk/– Add a link on the desktop (using K1000 Scripting Module)– Add to browser favorite/bookmark– Add a link in your e-mail signature

• Make it easy to use– Only show users what they need/want– Make what they need/want easy to understand

• Respond to everything in the queue quickly, not just the urgent items. They will be more likely to use the Console if they perceive a higher level of service.

http://helpdesk/


User Adoption of the Console

• Use it for more than IT Support– If employees are accustomed to accessing the user Console for Learning, HR

requests, Building Maintenance needs, Software installs, etc.; they are far more likely to utilize it fully.

– Multiple systems for similar tasks tend to push users towards the easier methods – e.g. Showing up at your desk, or calling you directly.

• Announce availability everywhere– Company newsletter, mass email, flyer in their paycheck, announcement on

company intranet site, generic business card with helpdesk website left behind when you visit a desk, poster in the break room, etc.

– If the users hear about it at every opportunity they are more likely to remember to use it


Thank you.


KACE Support Console Migrating to Dell Software Support Console

• Starting in November, all KACE Support Console material will be migrated to the Dell Software Support Console

• All service requests will be submitted online or by phone

• Same great content– Knowledge base articles– Video tutorials– Product documentation– JumpStart training

• Check out the Support Console Getting Started videos