ISW BusinessWorks Support
Introduction to BusinessWorks Support


Outcomes

This course is designed to introduce existing Lotus Notes users to BusinessWorks Support. Through lecture, demonstrations and workshops, participants will gain the knowledge and skills required to maximise their outcomes from the BusinessWorks Support system.

Prerequisites

Lotus Notes: Working in Domino Databases, or equivalent skills, knowledge and experience

What should you be familiar with?

This session is recommended for experienced Lotus Notes users new to BusinessWorks Support

Session Length

1 Day, 9:00am to 4:30pm

Location

This session is conducted either on site, or at our training rooms.

Topics Covered in this session





BusinessWorks Support
Introduction to BusinessWorks Support modules
Introduce Inbound Help Emails


Help Tickets
Understanding Caller Details
Understanding Call Details
Understanding Assignee Details
Understanding Call History
Understanding Knowledge Base
Update Actions
Create & Manage Help Tickets
Use Inbound Email to Create Help Tickets
Action Items
Understanding Action Notifications
Understanding Action Options
Understanding Action Details
Create & Manage Action Items
Use Inbound Email to Create Action Items

Knowledge Base
Understanding the Knowledge Base
Create & Manage Knowledge Items

Admin
Database Configuration Form
Using the Admin database to manage BusinessWorks Support





Performance-based objectives
  • Understand the BusinessWorks Support modules
  • Understand interaction between BusinessWorks Support and BusinessWorks Contacts
  • Create, update and manage Help Tickets
  • Create, update and manage BusinessWorks Support Knowledge Base
  • Create, update and manage BusinessWorks Support Asset Register



This course is not available on our public schedule, call us on 1800 456 002 or EMAIL to book this course


 
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