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