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

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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