CustomerWise User GuideAuthor: TechExcel co.Ltd

Date:

Table of ContentCustomerWise User Guide Chapter 1 CustomerWise Concepts

1.1 Understanding CustomerWise1.1.1 CustomerWise Projects1.1.2 Base Projects1.1.3 Subproject Management

1.2 Customer Support and Integration1.3 CustomerWise Administration

1.3.1 System-level Administration1.3.2 Project-level Administration1.3.3 Administrative Accounts and Access Controls

1.4 Team Representation and Management1.4.1 Account types1.4.2 Team groups1.4.3 Group folders

1.5 Incident and Event Management1.5.1 Incident Management1.5.2 Incident Workflow1.5.3 Incident Escalations1.5.4 Incident Routing1.5.5 Incident Escalation1.5.6 Event Management

1.6 Customer Management1.6.1 Customer Web Portal1.6.2 Tracking E-mail1.6.3 Web Conversations1.6.4 CTI Integration

1.7 Knowledge Management and Communication1.7.1 TechExcel KnowledgeWise1.7.2 Incident Knowledge Management1.7.3 Automatic Knowledge Suggestion

1.8 Asset Management1.8.1 TechExcel AssetWise1.8.2 Asset Inventory Management1.8.3 LANDesk and Microsoft SMS Integration1.8.4 TechExcel AssetWise Discovery

1.9 Professional Services Management1.9.1 Service Agreement Management1.9.2 Professional Services Management

1.10 CustomerWise Add-On Modules1.10.1 TechExcel CustomerWise LinkPlus1.10.2 TechExcel FormWise1.10.3 CustomerWise Wireless1.10.4 TechExcel DownloadPlus

Chapter 2 CustomerWise Client Basics2.1 Understanding the CustomerWise Client Workspace

2.1.1 Understanding the CustomerWise Web Client Workspace2.1.2 List Panel2.1.3 Understanding the CustomerWise Windows Client Workspace

2.2 Accessing Projects and Views2.2.1 Logging Into Projects2.2.2 Switching Projects2.2.3 Switching Views2.2.4 Web Client2.2.5 Windows Smart Client2.2.6 Reconnecting to CustomerWise Server2.2.7 Reloading Data2.2.8 Reloading Project Settings2.2.9 Personalizing Login Settings2.2.10 Exiting Projects2.2.11 Web client:2.2.12 Windows client:

2.3 Managing Incidents, Events, and Customers in the List Panels2.3.1 Understanding Incident, Event, and Customer Filters2.3.2 Incident Filters2.3.3 Event Filters2.3.4 Customer Filters2.3.5 Refreshing the List Panel2.3.6 Web client:2.3.7 Windows client:2.3.8 Filtering Incidents, Events, and Customers by Customer2.3.9 Filtering Incidents and Events by Owner2.3.10 Filtering Incidents by Submitter2.3.11 Filtering Incidents and Events by Status2.3.12 Personalizing the Owner and Submitter Filters2.3.13 Sorting Incidents in the Windows Client2.3.14 Sorting Incidents in the Web Client2.3.15 Locating Records by ID Number or Keyword

2.4 Managing Incidents, Events, and Customers in the Detail Panel2.4.1 Browsing Incidents, Events, and Customers in the Detail Panel2.4.2 Reloading Incidents, Events, and Customers in the Detail Panel

2.4.3 Saving Incidents, Events, and Customers in the Detail Panel2.4.4 Printing Incidents, Events, and Customers in the Detail Panel2.4.5 Personalizing the Detail Panel2.4.6 Tabs and Text Option2.4.7 Text Only Option

2.5 Working in the CustomerWise Windows Client2.5.1 System keyboard shortcuts2.5.2 Incident management keyboard shortcuts2.5.3 Printing CustomerWise Incidents

Chapter 3 Customer and Contact Management3.1 Managing Customers in TechExcel CustomerWise3.2 Managing Customers in the Customer List Panel

3.2.1 Filtering Customers by Custom Customer List Views3.2.2 Defining Custom Customer List Views3.2.3 Filtering Customers by Predefined Query3.2.4 Sorting Customers in the Customer List

3.3 Managing Customers3.3.1 Creating New Customers3.3.2 Checking if Customers Exist3.3.3 Understanding the Customer Change Log3.3.4 Understanding Contact Statuses3.3.5 Defining Contact Login Settings

3.4 Managing Subcustomers3.4.1 Adding New Subcustomers3.4.2 Editing Subcustomers

3.5 Managing Customer Contacts3.5.1 Creating and Editing Contacts3.5.2 Understanding Contact Statuses3.5.3 Defining Contact Access Types3.5.4 Defining Contact Types3.5.5 Defining Contact Login Settings3.5.6 Defining Contact Links3.5.7 Deleting Contacts3.5.8 Adding Notes to Contacts

3.6 Managing Customer Support Teams3.6.1 Understanding Customer Team Assignment Rules3.6.2 Assigning Customers to System Team Groups3.6.3 Assigning Customers to Salespersons3.6.4 Assigning Customers to Primary Support Engineers3.6.5 Assigning Customers to Inside Sales Representatives

Chapter 4 Incident Management4.1 Understanding CustomerWise Incident Management

4.1.1 Understanding Incident Workflow4.1.2 Understanding Incident Management Privileges

4.2 Managing Incidents in the Incident List Panel4.2.1 Understanding Incident Search Bar4.2.2 Understanding Incident List Icons4.2.3 Viewing Events in the Incident List Panel4.2.4 Filtering Incidents by Subproject4.2.5 Filtering Incidents by Customer4.2.6 Filtering Incidents by Incident Workflow State or Incident Status4.2.7 Viewing the Incident List by Incident Owner or Submitter4.2.8 The Owner dropdown list4.2.9 The Submitter dropdown list4.2.10 Sorting Incidents in the Incident List4.2.11 Prioritizing Incidents4.2.12 Finding Incidents Using the Go To Command4.2.13 Refreshing the Incident List panel4.2.14 Personalizing the Incidents List Panel

4.3 Managing Searches in the Incident View4.3.1 Managing Incident Quick Searches in CustomerWise Web4.3.2 Managing Detailed Incident Searches in CustomerWise Web4.3.3 Cancelling Detailed Incident Searches in CustomerWise Web4.3.4 Managing Incident by Customer Searches in CustomerWise Web4.3.5 Cancelling Incident-by-Customer Queries

4.4 Submitting Incidents in the CustomerWise Clients4.4.1 Understanding the New Incident Page4.4.2 Submitting New Incidents in the CustomerWise Client4.4.3 Searching for Customers (Customer Quick Search)4.4.4 Selecting Incident Templates4.4.5 Defining Customer Incident Access on Incident Submission4.4.6 Assigning Incidents to Project Members on Incident Submission4.4.7 Adding Attachments to Incidents on Submission4.4.8 Submitting Incidents by E-mail

Chapter 5 Event Management5.1 Managing Events in TechExcel CustomerWise

5.1.1 Incidents and events5.1.2 Understanding Event Workflow5.1.3 Understanding Event Management Privileges and Access Controls5.1.4 Event management privileges5.1.5 Access Controls

5.2 Tracking Events in the Event List Panel5.2.1 Filtering Events in the Event List Panel

5.3 Managing Events5.3.1 Definable event types5.3.2 Understanding Event Creation

5.3.3 Submitting Events5.3.4 Submitting Automatically Created Events5.3.5 New Section

5.4 Managing Co-Owner Events5.5 Managing Power User Events5.6 Managing Knowledge Management Events5.7 Managing Events in the Event All Activities Page

5.7.1 Tracking Events in the All Activities Page Event List5.7.2 Incident icons5.7.3 Event icons5.7.4 Filtering Events in the All Activities Event List5.7.5 Sorting Events in the Event Tree of the All Activities Page5.7.6 Selecting Event All Activity Display Options5.7.7 Updating Event Properties5.7.8 Editing Events in the Event Summary Panel

5.8 Managing Parent Incidents5.8.1 Setting the Parent Incidents of Events5.8.2 Creating Parent Incidents Based On Child Events5.8.3 Tracking Events in the Calendar5.8.4 Deleting Events

Chapter 6 Incident Linking Management6.1 Understanding Incident Linking

6.1.1 Understanding Links and Link Types6.1.2 Referential link types6.1.3 Parent-Child link types6.1.4 Viewing LInked Incidents in the Incident List Panel6.1.5 Viewing Linked Incidents in the Links Incident Detail Page6.1.6 The Link tree control6.1.7 Searching for Incidents Based on Link Types6.1.8 Understanding the Links Tab in CustomerWise Windows Client6.1.9 Displaying Linked Incidents in the Incident List Panel

6.2 Managing Incident Linking6.2.1 Linking Incidents in the Same CustomerWise Project6.2.2 Deleting Incident Links

6.3 Editing Linked Incidents6.4 Managing Broken Links

Chapter 7 Project Communication Management7.1 Managing E-mail Events

7.1.1 Understanding E-mail Sent Events7.1.2 Understanding E-mail Received Events

7.2 Communicating with Customers by E-mail7.2.1 Creating E-mail in the E-mail Page of the Incident View7.2.2 Creating E-mail in the Web Conversation Page7.2.3 Creating E-mail Messages in the Customer View E-mail Page

7.3 Managing E-mail Announcements7.3.1 Creating E-mail Announcement Events7.3.2 Defining E-mail Announcements

7.4 Communicating by Web Conversation7.4.1 Understanding Web Conversation Flagging7.4.2 Submitting Web Conversation Responses7.4.3 Printing Web Conversations

7.5 Communicating by Telephone (CTI Integration)7.5.1 Understanding On-screen Caller ID7.5.2 Making Outgoing Calls in CustomerWise7.5.3 Answering Incoming Calls

Chapter 8 Search and Query Management8.1 Managing CustomerWise Searches and Queries

8.1.1 Understanding the TechExcel Search Engine8.2 Managing Incident Searches and Queries

8.2.1 Managing Incident Quick Searches8.2.2 Managing Incident Queries8.2.3 Keyword Search Conditions8.2.4 Incident Description Search Parameters8.2.5 Incident Current Status Search Conditions8.2.6 Incident Time Search Conditions8.2.7 Incident Other Search Parameters

8.3 Managing Event Searches8.3.1 Managing Event Quick Searches

8.4 Managing Customer Searches and Queries8.4.1 Managing Customer Quick Searches8.4.2 Managing Customer Queries8.4.3 Customer General Property Search Conditions

8.5 Customer Status and Type Search Conditions8.5.1 Contact Search Conditions8.5.2 Customer Asset and Support Plan Search Conditions

Chapter 9 Knowledge Management9.1 Understanding CustomerWise Knowledge Management

9.1.1 Understanding Knowledge Items9.1.2 Understanding Knowledge Management Privileges and Access Controls

9.2 Searching for Knowledge9.2.1 Defining Keyword-Based Knowledge Base Queries9.2.2 Understanding the CustomerWise Search Engine

9.3 Browsing for Knowledge9.3.1 Tracking Knowledge in the Knowledge List Panel

9.4 Managing Documents

9.4.1 Making documents available to browsers9.4.2 Making documents available to searches9.4.3 Adding Documents to the Project Knowledge Base9.4.4 Defining Document Keywords9.4.5 Deleting Documents9.4.6 Checking Out Documents9.4.7 Checking In Documents9.4.8 Locking Documents9.4.9 Unlocking Documents9.4.10 Tracking Document History

9.5 Managing Knowledge Topics9.5.1 Creating New Knowledge Topics9.5.2 Deleting Knowledge Topics9.5.3 Linking Documents to Knowledge Topics9.5.4 Linking HTML Paths to Knowledge Topics9.5.5 Linking Existing HTML Links to Knowledge Topics9.5.6 Deleting Knowledge Topic Links9.5.7 Opening Knowledge Topic Links

9.6 Managing HTML Links9.6.1 Adding HTML Links

Chapter 10 Customerwise Asset Management10.1 Understanding Asset Management in the TechExcel CustomerWise Client

10.1.1 Understanding the CustomerWise Web Asset Tab10.1.2 Asset tree list panel10.1.3 Understanding the CustomerWise Windows Asset Tab10.1.4 Understanding Asset Management Access Controls10.1.5 Understanding Asset Operation Access Controls

10.2 Creating New Assets10.3 Assigning Assets to Customers10.4 Editing Asset Properties10.5 Deleting Assets10.6 Linking Assets to Incidents10.7 Managing Asset Support Plans

10.7.1 Viewing Related Incidents10.8 Managing Asset Locations

10.8.1 Defining Primary Locations and Secondary Locations10.8.2 Creating New Asset Locations10.8.3 Editing Asset Location Details10.8.4 Deleting Asset Locations

10.9 Managing Asset Notes10.9.1 Adding Asset Notes10.9.2 Editing Asset Notes10.9.3 Deleting Asset Notes10.9.4 Attaching Knowledge Items to Asset Notes

Chapter 11 Customer Web Portal Management11.1 Understanding the Customer Web Portal

11.1.1 Tracking Customer Web Activity11.1.2 Tracking Customer Access in the Web Clicks Manager11.1.3 Managing Events in the Web Clicks Manager

11.2 Managing Web and E-mail Announcements11.2.1 Adding Announcements11.2.2 Editing Announcements11.2.3 Managing Web Announcements11.2.4 Managing E-mail Blasts

Chapter 12 Subproject Management12.1 Understanding Subprojects

12.1.1 Understanding Subproject Workflow12.2 Using the Subproject Tree Panel

12.2.1 Filtering Incidents by Subproject12.2.2 Sorting Subprojects in the Subproject Tree Panel

12.3 Creating and Managing Subprojects12.3.1 Adding Subprojects12.3.2 Managing Subproject Applicable Owners12.3.3 Managing Subproject Workflow

Chapter 13 Import and Export Management13.1 Managing Importing, Linking, and Exporting

13.1.1 Defining Structured Text Files13.1.2 Field Delimiters13.1.3 Text, Date, and Time Qualifiers

13.2 Importing, Linking, and Exporting Customers13.2.1 Identifying CustomerWise Customer Data Fields13.2.2 Customer Info field mapping13.2.3 Linking Customers and Primary Contacts in the Base Project13.2.4 Importing Customers From Base Projects13.2.5 Importing Customer Accounts from Structured Text Files13.2.6 Exporting Users to Structured Text Files

13.3 Importing and Exporting Contacts13.3.1 Importing Contacts From Base Projects13.3.2 Importing Contacts from Structured Text Files

Chapter 14 Service Level Agreement Management14.1 Managing Service Level Agreements

14.1.1 SLA Management by Customer14.1.2 SLA Management by Incident14.1.3 Understanding Service Level Agreement Types14.1.4 Understanding Service Level Agreement Management Privileges

1.1 Understanding CustomerWiseTechExcel CustomerWise offers a complete solution for managinginternalhelp desk support—the support services that are offered to acompany’s customers.Using TechExcel CustomerWise, support organizations may optimize every aspect of their support processes.

• Managing support incidents and events• Managing customers• Maintaining a knowledge base as a support resource• Tracking company assets• Managing professional services

TechExcel CustomerWise provides a comprehensive, high-end solution that can be configured to match any internal support process.

1.2 Customer Support and IntegrationCustomerWise uses the “project” concept to represent and manage company customer and support management processes. InCustomerWise, each project represents a distinct area of work and is controlled by a set of administrator-defined workflow rules.There are two types of CustomerWise projects: base projects and work projects:

• A base project enables businesses to store and manage customer data.• A work project enables businesses to manage specific activities related to internal help desk support.

Every customer base project may support one or more work projects.Knowledge can also be shared among work projects. You can create a knowledge base so multiple support projects can all work together tobuild and share knowledge.

1.1.3 Subproject Management

1.1.2 Base Projects

1.1.1 CustomerWise Projects

Chapter 1 CustomerWise Concepts

CustomerWise User Guide

14.2 Managing Service Level Agreements by Customer14.2.1 Adding, Editing, and Deleting Customer Service Level Agreements14.2.2 Renewing Customer Service Level Agreements

14.3 Managing Service Level Agreements by Incident14.3.1 Tracking Incident SLA Response and Resolve Times14.3.2 Response and Resolve Time Tracking14.3.3 SLA Exceptions14.3.4 Manually Applying SLAs Incident

14.4 Managing SLA Reports14.4.1 Managing SLA Summary Reports

14.4.1.1 Group By Fields14.4.1.2 List By Fields14.4.1.3 Time Unit

14.4.2 Managing SLA Performance Reports14.4.3 Managing Incident List with SLA Time Reports

14.4.3.1 Data Fields14.4.3.2 Group By Fields14.4.3.3 Sort By Fields

14.4.4 Managing Resolve Time Reports

Chapter 15 Document Template Management15.1 Understanding Document Template Management15.2 Managing Document Template Folders

15.2.1 Adding Document Template Folders15.2.2 Deleting Document Template Folders

15.3 Getting Latest Versions of Document Templates15.3.1 Installing the WordLink Add-in Module15.3.2 Understanding the WordLink Tool Bar15.3.3 Adding Document Templates

15.4 Managing Document Attachments Based On Document Templates15.4.1 Managing WordLink Incident Documents15.4.2 Managing WordLink Customer Documents

Chapter 16 Outlook Sync Management16.1 TechExcel Outlook Sync Overview16.2 Feature Summary16.3 Requirements16.4 System Administration Configuring TechExcel CustomerWise for use with Outlook Sync

16.4.1 Save Emails as Events Tab16.5 User Configuration – Configuring TechExcel Outlook Sync16.6 Using TechExcel Outlook Sync

16.6.1 Add an Outbound Email to CustomerWise16.6.2 Add a Sent or Received Email to CustomerWise16.6.3 Add an Outlook Task or Outlook Appointment to CustomerWise

16.6.3.1 Understanding the CustomerWise Outlook Toolbar16.6.3.2 Synchronizing Events and Appointments

16.6.4 Synchronize CustomerWise Events to Outlook Appointments/Tasks16.7 APPENDIX: Installing TechExcel Outlook Sync

Although all support incidents are work project-specific, project members may share incidents (interproject copying) and events (globalevents) across work projects. (as well as global events.)

1.3 CustomerWise AdministrationAbase projectis a tool for storing and managing the customer, asset, and knowledge data that is shared by multiple work projects. The baseproject acts as a centralized datastore for the work projects and enables them to freely share customer, asset, and knowledge data whilemaintaining their own incident and event data, team structures, and workflow rules.

1.4 Team Representation and ManagementSubprojects organize the incidents tracked in a project into discreet subfolders to provide project teams with a clearer and more realistic viewof the incidents managed in each project.Generally, subprojects represent incidents that are grouped together based on incident types, incident ownership, serviced customers, orschedules. But subprojects may be used to organize support incidents by any criteria that is useful or meaningful to the support organization.Every subproject is defined by s schedule —start and end dates, access controls, and parent-child relationships with the other subprojects.Every subproject may be the parent of multiple subprojects, which in turn are the parent of child subprojects.

1.5 Incident and Event ManagementAny disconnect between your customer facing teams and your development teams can reduce efficiency and productivity in your organization.If a defect is found, or an enhancement is requested, and it never makes it from your support team's system into your development system,your development team may miss an opportunity to resolve the issue during a regular product development cycle resulting in emergencypatches, lower customer satisfaction and additional work for both teams. TechExcel's Integrated Development and Support solution allows youto optimize the important relationship between customer support and development without sacrificing the autonomy of either organization

1.6 Customer ManagementCustomerWise administration is process of installing, integrating, and configuring a CustomerWise site—an implementation of CustomerWisecomponents, applications, and modules, and of customizing that implementation and its projects to support their internal business processes.TechExcel CustomerWise is designed to be extremely flexible so that businesses may quickly implement and define tools that enable them torun their business. TechExcel CustomerWise system administration and project customization tasks require no programming. All CustomerWiseconfiguration, customization, and administrative tasks may be managed in the CustomerWise Admin client using point-and-click tools .The CustomerWise model is designed so that businesses may configure CustomerWise projects to support business processes rather thanchanging their business to fit the limitations of the application. All projects, incidents, events, and customers are fully customizable so thatsupport organization may track the data that is important to them.As we have seen, administrators may create as many or as few projects as are needed to manage and track their business and each projectmay be defined by unique incident, event, and workflow definitions.In addition, all access controls are defined on a project-by-project basis. CustomerWise users may log into and work in many different projects,be assigned a unique account type, privileges, and responsibilities in each project using a single CustomerWise license.CustomerWise administration is managed at two levels: the system level and the project level.

1.6.3 Web Conversations

1.6.2 Tracking E-mail

1.6.1 Customer Web Portal

1.5.6 Event Management

1.5.5 Incident Escalation

1.5.4 Incident Routing

1.5.3 Incident Escalations

1.5.2 Incident Workflow

1.5.1 Incident Management

1.4.3 Group folders

1.4.2 Team groups

1.4.1 Account types

1.3.3 Administrative Accounts and Access Controls

1.3.2 Project-level Administration

1.3.1 System-level Administration

1.7 Knowledge Management and Communication

System-level administrative tasks include the creation of CustomerWise base and work projects, the creation and management of CustomerWise useraccounts and licenses, and the administration of CustomerWise system configurations.System-level administrative tasks fall into three general groups:

• System-level project administrative tasks include the creation and maintenance of base projects and work projects as well as all CustomerWise siteconfigurations.

• System-level user administrative tasks include the creation and management of user accounts and licensing, the definition of system team groups, andthe creation and management of administrator account types.

• System-level tool administrative tasks include the installation of CustomerWise applications and modules, the configuration of the CustomerWise E-mailServer, CustomerWise Document Server, and TechExcel Search Engine, and all integration configurations.

All system level administrative tasks are managed by a system administrator—a licensed CustomerWise user that has been assigned a system administratoraccount type. A system administrator account type defines the privileges that are granted to that user in the CustomerWise site.

1.8 Asset ManagementSystem-level administrative tasks include the definition of what is tracked in the project, how it is tracked, and who may track that data.Project administration tasks may be broken into four inter-related areas:

• Project definition• Incident definition and GUI customization• Project member administration• Workflow administration

1.9 Professional Services ManagementBoth system and project-level administration tasks are controlled by account type-based access controls. The access controls that enable administrators toperform system-level and project-level configuration and customization tasks may be defined independently of one another enabling support organizations tocreate many different administrative accounts with different levels of access and power.

1.10 CustomerWise Add-On ModulesCustomerWise enables project administrators to define and represent their support organizations based on their job responsibilities and team membershipand to implement project workflow and security.All incident, customer, and knowledge management tasks in CustomerWise are controlled using a set of account type-basedaccess controls. The ability ofproject members to perform specific tasks may be controlled.The account type-based approach provides administrators with greater flexibility to customize project workflow and security to meet their uniquerequirements and procedures.

• Account types• Team groups• Group folders

Chapter 2 CustomerWise Client Basics

1.10.4 TechExcel DownloadPlus

1.10.3 CustomerWise Wireless

1.10.2 TechExcel FormWise

1.10.1 TechExcel CustomerWise LinkPlus

1.9.2 Professional Services Management

1.9.1 Service Agreement Management

1.8.4 TechExcel AssetWise Discovery

1.8.3 LANDesk and Microsoft SMS Integration

1.8.2 Asset Inventory Management

1.8.1 TechExcel AssetWise

1.7.3 Automatic Knowledge Suggestion

1.7.2 Incident Knowledge Management

1.7.1 TechExcel KnowledgeWise

1.6.4 CTI Integration

2.1 Understanding the CustomerWise Client Workspace Businesses may deploy CustomerWise using any combination of Windows and web clients. CustomerWise Web may be used as a stand-alone product or in tandem with the CustomerWise Windows client uniting internal and external developmentteams. All data is completely synchronized in real time to the central CustomerWise database. The procedures required to manage incidents in the web client are essentially the same as the procedures required to perform similar tasks in theCustomerWise Windows client.

2.2 Accessing Projects and Views The CustomerWise web client is a “thin client” that enables project team members to view, manage, and track incidents, events, and customers through theInternet using a web browser. The client workspace organizes project data in multiple web pages calledviews. A view is an interface that displays and organizes data in the clientworkspace. Each web page is designed to track a specific type of data—incidents, events, customers, and reports—and features tools that enable the user toprocess the work items in view. The primary views for most project team members are the incident, event, and customer views. These views share a common layout and set of tools formanaging and tracking project work items.

Figure 2-1: Customer List Panel in CustomerWise Web Workspace The workspace of the incident, event, and customer views is organized into panels and control bars. In CustomerWise, a control bar is a graphic element that organizes a set of commands and controls that enable the user to navigate between views andprojects, perform incident, event or customer management tasks, or filter or search for records based on its properties.

2.2.8 Reloading Project Settings

2.2.7 Reloading Data

2.2.6 Reconnecting to CustomerWise Server

2.2.5 Windows Smart Client

2.2.4 Web Client

2.2.3 Switching Views

2.2.2 Switching Projects

2.2.1 Logging Into Projects

2.1.3 Understanding the CustomerWise Windows Client Workspace

2.1.2 List Panel

2.1.1 Understanding the CustomerWise Web Client Workspace

2.3 Managing Incidents, Events, and Customers in the List Panels The list panel displays high-level information about work items (incidents, events, or customers) in a tabular list of columns and rows. The list panel is a toolfor identifying records that share properties in common. Three controls bars are displayed in every CustomerWise view .View Bar The view bar displays navigation buttons that enable project members to switch between all CustomerWise web pages. The Menu bar appears in allCustomerWise web pages.

Tool Bar:The tool bar displays command buttons that enable project members to perform tasks within a specific page. The controls displayed in the Toolbar are specific to each page. Search Bar:The Search bar contains controls that enable project members to filter the data displayed in the page. The Search bar is displayed in the Incident List page, the Detail page, the New page, and the Report page. List:The list panel displays high-level information about work items (incidents, events, or customers) in a tabular list of columns and rows. The user mayview detailed information about a single work item (incident, event, or customer) by selecting that record in the list panel.

The user may view detailed information about a single work item (incident, event, or customer) by selecting that record in the list panel.

2.4 Managing Incidents, Events, and Customers in the Detail Panel The CustomerWise Windows smart client is a web service-enabled client that enables project managers to view, manage, and track incidents, events, andcustomers. The client workspace organizes project data in multiple views. Each view is designed to track a specific type of data—incidents, events, customers, andreports—and features tools that enable the user to perform tasks in that view.

2.3.15 Locating Records by ID Number or Keyword

2.3.14 Sorting Incidents in the Web Client

2.3.13 Sorting Incidents in the Windows Client

2.3.12 Personalizing the Owner and Submitter Filters

2.3.11 Filtering Incidents and Events by Status

2.3.10 Filtering Incidents by Submitter

2.3.9 Filtering Incidents and Events by Owner

2.3.8 Filtering Incidents, Events, and Customers by Customer

2.3.7 Windows client:

2.3.6 Web client:

2.3.5 Refreshing the List Panel

2.3.4 Customer Filters

2.3.3 Event Filters

2.3.2 Incident Filters

2.3.1 Understanding Incident, Event, and Customer Filters

2.2.12 Windows client:

2.2.11 Web client:

2.2.10 Exiting Projects

2.2.9 Personalizing Login Settings

The three primary views in CustomerWise are the incident view, event view, and customer view. These views are all organized into panels (list panel anddetail panel) and bars (the menu bar, tool bar, and action bar).

Figure 2-2: CustomerWise Windows Client Workspace Each view displays tools and controls that enable the user to process the work items managed in that view. The CustomerWise Windows client workspace is organized into two distinct panels:

List Panel:The list panel displays high-level information about work items (incidents, events, or customers) in a tabular list of columns and rows.

Detail Panel:The detail panel displays detailed information about a single work items (incident, event, or customer) in a series of tabbed pages. Menu Bar:The view bar displays navigation buttons that enable project members to switch between all CustomerWise web pages. The Menu bar appearsin all CustomerWise web pages. Tool Bar:The tool bar displays command buttons that enable project members to perform tasks within a specific page. The controls displayed in the Toolbar are specific to each page. Action Bar:The action bar displays command buttons that enable the user to “forward” a work item to another workflow state or owner. The controls displayed in the action bar depend on the workflow model employed in the project—transition-based or state-based.

2.5 Working in the CustomerWise Windows Client

In CustomerWise, a work project is a tool for organizing, managing, and tracking a distinct area of work. Every project is defined by its project type andadministrator-defined team structures, business rules, and workflow rules.

Every work project is represented in the CustomerWise, client by a customizedgraphical user interface(GUI) that provides project members with the tools thatthey need to manage and track incidents, events, and customers.

The client workspace organizes project data in multiple views. A view is an interface that displays and organizes data in the client workspace. Each viewdisplays tools and controls that enable the user to process the work items managed in that view.

The CustomerWise client displays five views: the incident view, the event view, the customer view, the report view, and the knowledge view.

Incident View: The incident view is the primary view for creating, managing, and tracking incidents in the CustomerWise client. Event View:The event view is the primary view for creating, managing, and tracking events in the CustomerWise client.

2.4.7 Text Only Option

2.4.6 Tabs and Text Option

2.4.5 Personalizing the Detail Panel

2.4.4 Printing Incidents, Events, and Customers in the Detail Panel

2.4.3 Saving Incidents, Events, and Customers in the Detail Panel

2.4.2 Reloading Incidents, Events, and Customers in the Detail Panel

2.4.1 Browsing Incidents, Events, and Customers in the Detail Panel

Event View:The event view is the primary view for creating, managing, and tracking events in the CustomerWise client. Customer View: The customer view is the primary view for creating, managing, and tracking customers in the CustomerWise client. Report View:The report view is the primary view for creating, managing, and tracking incident, event, customer, and asset reports. Knowledge View:The knowledge view is the primary view for creating, managing, and tracking knowledge in the work project.

In addition to the five primary views, project members may also access the Home, Utilities, and Calendar views in the CustomerWise Web client.

3.1 Managing Customers in TechExcel CustomerWiseCustomerWise enables business to place customers and customer satisfaction at the center of their business strategy so that they may maximize customersatisfaction and profitability. In CustomerWise, every work project in a site—a CustomerWise implementation—shares a common customer base project. Thecustomer base stores information about all customers (businesses) and contacts (contacts at those businesses) and is accessible by every contact point—sales,marketing, support.Using CustomerWise, businesses may optimize their support process by providing support teams with everything they need to exceed the expectations of yourcustomers. CustomerWise features sophisticated process automation, knowledge base management, customer self-service tools that enable support engineersto quickly close issues.TechExcel enables businesses to manage customers through every step of the customer lifecycle.

• TechExcel CustomerWise automates all customer-related business processes. TechExcel CustomerWise business and workflow rules ensure thatcustomers are effectively managed in each business area. The seamless transition between touch points ensures that customers do not fall throughcracks. Project members may view the complete history of customer interactions regardless of touch points.

• TechExcel CustomerWise provides businesses with tools for collecting and analyzing customer needs and behavior. Using FormWise web forms and theWeb Clicks Manager, project teams may gauge customer interest in products or services, and use that data to automatically target those customers withinformation by personalized e-mail or pages in the Customer Web Portal.

• TechExcel CustomerWise enables project members to effectively interact with contacts across all communication channels: by letter, phone, e-mail, andweb conversations in the Customer Web Portal.

• TechExcel CustomerWise enables project members enables customer contacts to submit and manage their own incidents in the Customer Web Portaland provides them with access to information in the knowledge base. save customer service costs.

3.2 Managing Customers in the Customer List PanelThe Customer list panel displays high-level information about multiple customer accounts in a tabular format. Each row in the Customer List panel representsan individual customer account. Each column displays a key customer property.The Incident list panel displays multiple incidents in a tabular format. Each row in the incident list represents a single CustomerWise incident. Every columnrepresents an incident property.

Figure 2-1: Customer List in the CustomerWise Web ClientProject members may personalize the Customer list panel to display many different customer properties and as many or as few columns as are needed.Common customer properties displayed in the Customer list panel include the customer ID, customer name, and the customer phone numbers.The Customer list is a tool for identifying customers that share properties in common. Project members may use tools in the Search bar to determine whichcustomers are displayed in the customer list based on customer properties.

•Customer filtering controls enable project members to display customers based on their name or customer type values. ? Customer sorting enablesproject members to sort the customers displayed in the Customer list based on a single customer property.

•Customer searching to display customers based on one or more custom search parameters. Project members may define queries based on any customerproperty.

Once an customer or set of customers has been located in the Customer list panel, the project member may click an customer to view and manage customerdetails in the Customer detail panel.

3.2.3 Filtering Customers by Predefined Query

3.2.2 Defining Custom Customer List Views

3.2.1 Filtering Customers by Custom Customer List Views

Chapter 3 Customer and Contact Management

2.5.3 Printing CustomerWise Incidents

2.5.2 Incident management keyboard shortcuts

2.5.1 System keyboard shortcuts

3.3 Managing CustomersEach customer list filter (view) determines which customer property values are displayed in the Customer list panel and filters the customers displayed in thelist by user-defined search criteria.To filter the customer displayed in the Customer list panel by a user-defined customer list filter, select a filter from the View dropdown list in the Search bar ofthe Customer view.

3.4 Managing SubcustomersProject members may use the customer list filters displayed in the View dropdown list of the Search bar in the Customer view, to determine which customerproperty values are displayed in the Customer list panel and to filter the customers displayed in the list by user-defined search criteria.All customer list filters are user-defined. Project members may create multiple public and private customer filters in the Utilities view.

Figure 2-2: Customer List View Page in the Utilities ViewEvery customer list filter is either a public filter or a private filter.

•Public filters are available to all project members•Private filters are only available to a limited number of project members based on their account type.

To define customer list filters:1 Select the Customer List View page in the Utilities view.2 Click the Add New button.3 Define a unique and descriptive title for the customer list filter in the Name control.4 Add or remove columns to the Customer list panel.

• To add columns, select an customer property in the Data Fields list and click the Right arrow.• To delete columns, select an customer property in the View Columns list and click the Left arrow.

5 Select a predefined query in the Query dropdown list.The Query dropdown list displays the public queries defined in the project, the {Current Query} system variable option, and the {No Query} option.Project members may create public and private queries using the Search Advanced Search controls.

6 Define the display order of the filter in the Display Order edit box control.7 Optional: To enable project members to make changes to the customer list filter, select the Enable Personalization check box.8 Select an customer list filter option from the Type dropdown list.9 Project members may create two types of customer list filters:

• Public and available to all account types• Public and available to selected account types

10 If the Public and Available to Selected Account Types option is selected, define the account types that may access the customer list filter in theAvailable for Account Types check box controls.The Available for Account Types areas displays the account types created in the current project.

11 Click the Submit button.

3.5 Managing Customer ContactsProject members may filter the customers displayed in the Customer list panel using predefined public or private queries.To filter the customers displayed in the Customer list panel by a predefined query, select an option from the Query dropdown list in the Search bar of theCustomer view.The Query dropdown list display all of the public and private queries that are available to the project members. Queries are predefined sets of search criteriathat are saved in the CustomerWise system.

3.5.2 Understanding Contact Statuses

3.5.1 Creating and Editing Contacts

3.4.2 Editing Subcustomers

3.4.1 Adding New Subcustomers

3.3.5 Defining Contact Login Settings

3.3.4 Understanding Contact Statuses

3.3.3 Understanding the Customer Change Log

3.3.2 Checking if Customers Exist

3.3.1 Creating New Customers

3.2.4 Sorting Customers in the Customer List

3.6 Managing Customer Support TeamsProject members may sort the customers displayed in the Customer list panel by a single customer property.To sort customers in the Customer list panel, click an Customer list column in the Customer view of the CustomerWise Web client.

•Customers may only be sorted by a single customer property.•Customers may be sorted in either ascending (1-9 or A-Z) or descending order (9- 1 or Z-A).

The sort order of the customers displayed in the Customer List panel is indicated by a sort icon in the selected list column.AnUpArrowiconindicatesthatthecustomersaresortedinascendingorder .AnUpArrowiconindicatesthatthecustomersaresortedinascendingorder .ADownArrowiconindicatesthatthecustomersaresortedinascendingorder .ADownArrowiconindicatesthatthecustomersaresortedinascendingorder .

4.1 Understanding CustomerWise Incident ManagementCustomerWise is a tool for creating, managing, and tracking collections of data calledincidents. An incident represents a particular task or set of tasks thatmust be managed by a support team. CustomerWise incidents are usually associated with an customer and one or more events.Every incident is represented by a unique incident ID, a description of the incident, an incident workflow state, a work description, and other dynamicproperties. Most incident properties are fully customizable. Project administrators may define which properties comprise an “incident” on a project-by-projectbasis.Incident management tasks include:

• Creating incidents• Forwarding incidents• Closing and reopening incidents

CustomerWise incidents are generally managed in the Incident view of the CustomerWise client, but project members may create, edit, and track incidents inother views as well including the Events view and the Customer view.Project members may define, update, and manage incident data in the CustomerWise client. The CustomerWise client GUI provides support teams with acentral repository for viewing and updating all information about the incident. Project members can update incident details, add notes and note attachments,view incident history, or create links between related incidents.Meanwhile, at any time during its lifecycle, project members may communicate with customers by web conversations, automated e-mail notifications, orpersonalized incident summaries by e-mail.

4.2 Managing Incidents in the Incident List PanelCustomerWise workflow is based on the processing incidents.Workflow is a business process used to manage the tasks that compose a project. TechExcel CustomerWise delivers a flexible workflow model that enablesproject administrators to replicate and enforce their support processes in CustomerWise projects.TechExcel CustomerWise enables each project administrator to define a unique set of workflow rules to manage the incidents in that project. EachCustomerWise project is managed by its own unique workflow rules.

4.1.2 Understanding Incident Management Privileges

4.1.1 Understanding Incident Workflow

Chapter 4 Incident Management

3.6.5 Assigning Customers to Inside Sales Representatives

3.6.4 Assigning Customers to Primary Support Engineers

3.6.3 Assigning Customers to Salespersons

3.6.2 Assigning Customers to System Team Groups

3.6.1 Understanding Customer Team Assignment Rules

3.5.8 Adding Notes to Contacts

3.5.7 Deleting Contacts

3.5.6 Defining Contact Links

3.5.5 Defining Contact Login Settings

3.5.4 Defining Contact Types

3.5.3 Defining Contact Access Types

Figure 3-1: CustomerWise Workflow FlowchartWorkflow rules enable project managers to define and track the flow of work between individuals and teams. A well-defined set of workflow rules enable anorganization to perform tasks in an efficient and repeatable manner.Workflow in the sample CustomerWise project is managed in eight workflow states: a opening workflow state, a closing workflow state, and six intermediaryworkflow states:

•The New workflow state•The New Incident workflow state•The Level 1 Support workflow state•The Level 2 Support workflow state•The In Development workflow state•The Resolved: Closed workflow state•The Resolved: Notify Customer workflow state•The Closed workflow state

Administrator-defined workflow states determine the incident properties that may be edited, the project members who may own, and the actions that may betaken for incidents in each incident workflow state.

4.3 Managing Searches in the Incident View

Incident privileges enable project members to create, edit, and manage incidents in TechExcel CustomerWise projects.

All privileges are granted by project administrators to account types in CustomerWise projects. Project members inherit privileges when they are assigned anaccount type in a project.

4.2.14 Personalizing the Incidents List Panel

4.2.13 Refreshing the Incident List panel

4.2.12 Finding Incidents Using the Go To Command

4.2.11 Prioritizing Incidents

4.2.10 Sorting Incidents in the Incident List

4.2.9 The Submitter dropdown list

4.2.8 The Owner dropdown list

4.2.7 Viewing the Incident List by Incident Owner or Submitter

4.2.6 Filtering Incidents by Incident Workflow State or Incident Status

4.2.5 Filtering Incidents by Customer

4.2.4 Filtering Incidents by Subproject

4.2.3 Viewing Events in the Incident List Panel

4.2.2 Understanding Incident List Icons

4.2.1 Understanding Incident Search Bar

Project members assigned a light account type cannot own incidents and may be granted a limited set of incident management privileges.

In CustomerWise, a privilege is a right to perform a task that is granted to project members based on their account type. Every project member is assigned anaccount type when they join a project. Project member roles, responsibilities, access rights, and privileges are defined by their account type.

Can Submit Incidents:The privilege enables project members to submit new incidents in CustomerWise projects.

Can Forward Own Incidents within Own Group:The privilege enables project members to forward their own incidents to any member in their team group,to their team group itself, or to a group folder owned by their team group. This privilege also allows the user to assign incidents to members of their teamgroup at submission time. For more information regarding team groups and group folders, see their respective sections later in this chapter.

Can Assign Incidents within Own Group:The privilege enables project members to forward incidents that belong to any member in their team group to anymember in their team group, to their team group itself, or to a group folder owned by their team group.

Can Forward Own Incidents to Members of all Groups:The privilege enables project members to forward their own incidents to any member in any teamgroup, any team group itself, or to any group folder. This privilege also allows the user to assign incidents at submission time.

Can Assign Incidents to Members of all Groups:The privilege enables project members to assign or forward any incident in the current project to anymember in any team group, any team group itself, or to any group folder.

Can View Incidents within Own Group:The privilege enables project members to view incidents that belong to any member in their team group, to theirteam group itself, or to a group folder owned by their team group.

Can View Incidents of all Groups:The privilege enables project members to view all incidents in the project.

Can Close Incidents:The privilege enables project members to close their own incidents.

Can Reopen Incidents:The privilege enables project members to reopen their own incidents.

Can Update Incidents Description:The privilege enables project members to update incident descriptions.

Can Import and Delete:The privilege enables project members to import incidents into the project as well as delete incidents from the project.

Can Define Public Query:The privilege enables project members to define queries for public use in the Incident view. Without this privilege, users canonly create private queries.

Can Perform Interproject Copy:The privilege enables project members to copy incidents from one project to another

Can Edit Linked incidents from other Projects:The privilege enables project members to make changes to linked incidents from other projects.

4.4 Submitting Incidents in the CustomerWise ClientsCustomerWise incidents are managed in the Incident view of the CustomerWise clients. The Incident view consists of two primary windows: the Incident listpanel and the Incident detail panel.

• The Incident list panel enables project members to view high-level information about multiple incidents and to filter and sort incidents based on incidentproperties.

• The Incident detail panel enables project members to view detailed information about a single incident and to manage and track that incident.The Incident list panel displays multiple incidents in a tabular format. Each row in the incident list represents a single CustomerWise incident. Every columnrepresents an incident property.

Figure 3-2: Incident List in the CustomerWise Web ClientProject members may personalize the Incident list panel to determine display many different incident properties and to display as many or as few columns asare needed. Common incident properties displayed in the Incident view include the incident ID, incident name, and the incident owner.The Incident list is a tool for identifying incidents that share properties in common. Project members may use tools in the Search bar to determine whichincidents are displayed in the incident list based on incident properties.

• Incident filtering controls enable project members to display incidents based on their incident owner, incident submitter, associated customer, incident

4.3.5 Cancelling Incident-by-Customer Queries

4.3.4 Managing Incident by Customer Searches in CustomerWise Web

4.3.3 Cancelling Detailed Incident Searches in CustomerWise Web

4.3.2 Managing Detailed Incident Searches in CustomerWise Web

4.3.1 Managing Incident Quick Searches in CustomerWise Web

status, and incident workflow state property values.• Incident sorting enables project members to sort the incidents displayed in the Incident list based on a single incident property.• Incident searching to display incidents based on one or more custom search parameters. Project members may define queries based on any incident

property.Once an incident or set of incidents has been located in the incident list panel the project member may click an incident to view and manage incident detailsin the Incident detail panel.

5.1 Managing Events in TechExcel CustomerWiseTechExcel CustomerWise tracks day-to-day business activity as events. Events represent the “to do” items that project members must perform in the course ofprocessing incidents.As incidents progress through the incident lifecycle, changing workflow states and owners, events may be attached to those incidents to support multi-tasking,track day-to-day activities, and enhance incident workflow.Typical events include calling or receiving a call from an customer, customer requests for equipment, an online meeting or visit to a site, receiving or sendinge-mail, or approval from management.

5.2 Tracking Events in the Event List PanelEvents enable support teams to schedule, assign, and track each of the subtasks that make up an incident. Each event has its own owner, a separate set ofstart and due dates, and may be managed by a different set of workflow rules than that of its sibling events.An incident may be open days, weeks, or even months, and events provide project teams a way of tracking the daily tasks and actions taken to help resolvethose incidents.Every incident may have multiple child events. Events enable project teams to define a workflow rules for managing tasks within a particular incidentworkflow state, to assign those subtasks to different account types, group teams, or group folders, and to track the progress of those tasks.

5.3 Managing EventsEvent workflow rules enable project teams to manage and track “to do” and incident subtasks independently of one another, assign those tasks to differentowners, and define separate schedules (start and due dates) for each event.The lifecycle of an event is determined by the event type used to create that event. All event workflow rules are defined on an event type-by-event type basis.Like incidents, events are managed within a set of administrator-defined workflow rules. The lifecycle of an event is composed of open and closed workflowstates.

5.2.1 Filtering Events in the Event List Panel

5.1.5 Access Controls

5.1.4 Event management privileges

5.1.3 Understanding Event Management Privileges and Access Controls

5.1.2 Understanding Event Workflow

5.1.1 Incidents and events

Chapter 5 Event Management

4.4.8 Submitting Incidents by E-mail

4.4.7 Adding Attachments to Incidents on Submission

4.4.6 Assigning Incidents to Project Members on Incident Submission

4.4.5 Defining Customer Incident Access on Incident Submission

4.4.4 Selecting Incident Templates

4.4.3 Searching for Customers (Customer Quick Search)

4.4.2 Submitting New Incidents in the CustomerWise Client

4.4.1 Understanding the New Incident Page

Figure 4-1: Event Workflow within Development Issue WorkflowEvent workflow is typically quite simple. The event may consist of nothing more than anopen event workflow stateand aclosed event workflow state .

The event has two workflow states:• To be done (open)• Done (closed)

An open workflow state is a workflow state that has an open status. A closed workflow state has a closed status. In this scenario, the event merely trackswhether a specific subtask has been completedAlternatively, event workflow may consist of an opening state and multiple closed states to indicate the result of the subtask.

The event has three workflow states:• To be tested (open)• Test passed (closed)• Test failed (closed)

The lifecycle of an event may consist of multiple open and closed events. But no transition rules may be defined for event workflow. Transitions existsbetween everyopenevent workflow state in event workflow and consequently an event may be forwarded to any event state within event workflow.

The event has four workflow states:• (open)• (open)• (open)• (closed)

All event management tasks (creating, updating, and closing events) are controlled by administrator-defined workflow rules.

5.4 Managing Co-Owner EventsIn CustomerWise, a privilege is a right to perform a task that is granted to project members based on their account type. Every project member is assigned anaccount type when they join a project. Project member roles, responsibilities, access rights, and privileges are defined by their account type.CustomerWise events are controlled by account type-based privileges and access controls.

• Event management privileges are defined on anevent type-by-event typebasis and are granted to project team members based on their account type.• Event management access controls are defined on anevent template-by-event templatebasis and are granted to project team members based on theiraccount type or relationship with a customer or previously submitted event.

5.5 Managing Power User Events

5.3.5 New Section

5.3.4 Submitting Automatically Created Events

5.3.3 Submitting Events

5.3.2 Understanding Event Creation

5.3.1 Definable event types

In CustomerWise, event management privileges are defined by event type. Project team members are granted the ability to edit or delete events of aparticular event type based on their account type.An event type is a set of business rules that represents a kind of subtask that needs to be tracked in a work project. Every event template is based on an eventtype. CustomerWise supports four event types: the regular, system, asset operation, and power user event types.For each event type, a project team member may be granted the ability to edit or delete events of that event type.

Edit Regular Events:The Edit Regular Events privilege enables project team members belonging to the selected account type to edit regular events.Edit System Events:The Edit System Events privilege enables project team members belonging to the selected account type to edit system events.Edit Asset Operation Events:The Edit Asset Operation Events privilege enables project team members belonging to the selected account type to edit assetoperation events.Edit Power User Events:The Edit Power User Events privilege enables project team members belonging to the selected account type to edit power userevents.Delete Regular Events:The Delete Regular Events privilege enables project team members belonging to the selected account type to delete regularevents.Delete System Events:The Delete System Events privilege enables project team members belonging to the selected account type to delete system events.Delete Asset Operation Events:The Delete Asset Operation Events privilege enables project team members belonging to the selected account type todelete asset operation events.Delete Power User Events:The Delete Power User Events privilege enables project team members belonging to the selected account type to delete poweruser events.

5.6 Managing Knowledge Management EventsThe ability to submit, edit, or delete events in a project is controlled by account type-based access controls that are defined on a template-by-template basis.An event template is a set of default event properties, workflow rules, project member and customer access controls, and other business rules that define howevents are to be managed in a project.Every event template is defined by three account type-based access controls:

Submit:The Submit access control enables the user to submit events based on the event template.Edit:The Edit access control enables the user to edit events based on the event template.Delete:The Delete access control enables the user to delete events based on the event template.

5.7 Managing Events in the Event All Activities PageThe event list panel displays high-level information about the events managed in a CustomerWise project.The event list displays events in a tabular format. Each row represents a single event. Each column displays an event property.

Figure 4-2: event list Panel in the Event ViewProject members may personalize the event list panel to display many different event properties and as many or as few columns as are needed. Commonevent properties displayed in the event view include the event ID number, event title, the event owner, event start date and event due date.Every event displayed in the event list panel is identified by an icon which indicates the current status of that event in the projectOpen Event icon is displayed next to events that have an open event status.Closed Event icon is displayed next to events that have a closed event status.Overdue Event icon is displayed next to events that have an open event status past their due date.The event list panel displays high-level information the events managed in CustomerWise work projects. The event list is a tool for identifying events thatshare properties in common. Project members may use controls displayed in the event search bar to filter or sort the events displayed in the event list.Assigned ToCity CompanyNameContact EmailContact PhoneCountryCreated byCustomer accessDate ClosedDate CreatedDate Last ModifiedDays OpenDue DateElapsed TimeEvent IDEvent NameIncident IDNo.Primary ContactStart DateStateZipOnce an event or set of events has been located in the event list panel, the project member may click an event to view and manage event details in the eventdetail panel.

5.7.5 Sorting Events in the Event Tree of the All Activities Page

5.7.4 Filtering Events in the All Activities Event List

5.7.3 Event icons

5.7.2 Incident icons

5.7.1 Tracking Events in the All Activities Page Event List

5.8 Managing Parent IncidentsFiltering enables project team members to quickly identify relevant records based on key indicators, minimize the time needed to review large numbers ofrecords, and to maximize effectiveness.The CustomerWise search engine returns all events that match the search criteria and displays those events in the list panel—all other events are “filteredout” and not displayed.Using controls in the event search bar, project members may choose which events are displayed in the event list panel.

Figure 4-3: Event SearchBarEvents may be filteredby customer, eventowner, event template,

event status, or dates.Customer: The Customer text box enables the user to filter events by customer name. The Customer text box supports the asterisk (*) wildcard character.Criteria entered in the Customer text box filters the options displayed in the Customer dropdown list.Customer List: The Customer dropdown list enables the user to filter events by customer. The list displays all every customer in the base project as well asthe*All Customers and *Unknown Customers system variables.Owner:The Owner dropdown list enables the user to filter events by current owner.Status:The Status dropdown list enables the user to filter events by status. Every event workflow state is defined by its status: open or closed. The listdisplays the{All Open}, {All Closed} and {All Open & Closed} search parameters.Template:The Template dropdown list enables the user to filter events by event template. The list displays the all event template types as well as the*AllEmail Events, *All Global Events, and *All Web Activity Events event template search parameters.Date Type:The Date Type dropdown list enables the user to define the date fields used to filter events in the event list. The list displays theDue Date, StartDate, Start or Due Date, Start and Due Date, and the Last Modified Date search parameters.From:The From calendar enables the user to define the starting date of the date search filter.To:The From calendar enables the user to define the starting date of the date search filter.

Personalizing the Event List PanelProject members may add, remove, or order the columns displayed in the event list panel of the CustomerWise client. All event list panel personalizations areclient-specific and do not affect the display of events in other clients.To personalize the event list panel:

1 Click the Settings button in the search bar. The Event View Customization tab is displayed.2 Add or remove fields (columns) to the list of displayed columns.

• To add an event field to the list panel, select a field in the Available fields list and click the Right Arrow button.• To remove an event field to the list panel, select a field in the Displayed fields list and click the Left Arrow button.

3 Define the display order of columns in the list panel.• To move an event column to the left, select the Up Arrow button.• To move an event column to the right, select the Down Arrow button.

4 Optional: To display hours and minutes in event date fields, select the Date Fields Include Time check box.Event date fields include: the Date Closed, Date Created, Date Last Modified, Due Date, and Start Date fields.

6.1 Understanding Incident LinkingIncident linking enables project teams to avoid incident duplication, identify common problems across multiple incidents, and to share information acrossmultiple incidents and projects.Project members may create links between incidents whenever they create, edit, clone, interproject copy, or interproject submit incidents in CustomerWiseprojects.Project members may create links between incidents using controls in the Add Link page, the Edit Link page, the Clone incident page, the Interproject Copypage, and the Interproject Submit page. The Link Type dropdown list in each of these pages displays the administrator-defined link types available to them.Project members may create links between incidents in a single CustomerWise project, between incidents in separate CustomerWise projects, betweenCustomerWise incidents and TechExcel CustomerWise incidents, and between CustomerWise incidents and TechExcel DevTrack issues.

6.1.4 Viewing LInked Incidents in the Incident List Panel

6.1.3 Parent-Child link types

6.1.2 Referential link types

6.1.1 Understanding Links and Link Types

Chapter 6 Incident Linking Management

5.8.4 Deleting Events

5.8.3 Tracking Events in the Calendar

5.8.2 Creating Parent Incidents Based On Child Events

5.8.1 Setting the Parent Incidents of Events

5.7.8 Editing Events in the Event Summary Panel

5.7.7 Updating Event Properties

5.7.6 Selecting Event All Activity Display Options

6.2 Managing Incident LinkingEvery link that a project member creates in a CustomerWise project is identified by an administrator-defined link type. All link types belongs to one of twolinktype categories: referential links or parent-child links.

• Referential links identify basic links between incidents in the same CustomerWise project.• Parent-Child links identify parent-child links between incidents in the sameCustomerWise project.

Both referential link types and parent-child link types may be used for interproject linking.Both referential link types and parent-child link types may be used to create a link between incidents within a single CustomerWise project, between incidentsin separate CustomerWise projects, or between a CustomerWise incident and an incident in a TechExcel CustomerWise or TechExcel DevTrack project.

6.3 Editing Linked IncidentsThe Referential link type is the primary link type in CustomerWise. Referential links enable project teams to create one-to-one relationships betweenincidents.Referential links simply indicate that two incident are related to one another in a significant way. Changes to the workflow state of one incident does notaffect the work state of the other incident.Through the two-way link, project members may view the History of the copied incident by checking the Linked incident Info tab on the Links page. Allchanges to an incident made in a project are reflected in the Linked Incident Info tab on the Links tab in the other project.For project members to create referential links in a project, the administrator must have defined at least one referential link type in the CustomerWise Adminclient. If the administrator has not created a referential link type, no link option is displayed in the Link Type dropdown list of the Add Link page, Edit Linkpage, or Clone incident page.

6.4 Managing Broken LinksParent-Child links enable project members to create relationships between incidents in which the first incident is designated as the parent incident and thesecond incident is designated as the child incident.Project administrators may define rules for changing the status of a parent incident based on changes made to linked child incidents, or rules for changing theworkflow state of a child incident based on changes made to a linked parent incident.Project administrators may also define rules which make the incident Status field in either the parent or child incident read-only. In such cases, the workflowstate of the incident in the parent-child relationship is based entirely on the administrator-defined workflow state change rules.Project administrators may define two different types of workflow state change rules:

• A change to the workflow state of a child incident triggers a change to the work state of the parent incident.• A change to the workflow state of a parent incident triggers a change to the work state of the child incident.

If the project administrator has not defined at least one parent-child link type, no link option appears in the Link Type dropdown list in the Add Link page, EditLink page, or Clone incident page.

7.1 Managing E-mail EventsCommunication by e-mail between support engineers and customers is represented in CustomerWise project by e-mail events.Events represent the subtasks that must be performed before an incident can be resolved and closed. Events are generally the children of a parent incidentand represent a task that must be performed within an incident workflow state.One of the most common events in CustomerWise projects to send or receive e-mail from an customer.All e-mail events are instances of an administrator-defined event template belonging to one of three event types:

• Thee-mail sent event typerepresents a set of business rules for managing e-mail sent to an customer from a CustomerWise project member.• Thee-mail received event typerepresents a set of business rules for managing e-mail sent to a project member from an customer.• Thee-mail announcement event typerepresents a set of business rules for managing e-mail announcement events.

7.2 Communicating with Customers by E-mailE-mail sent events represent e-mail messages sent from CustomerWise project members and may be used to manage and track all outgoing e-mail inCustomerWise projects.Every e-mail sent event is based on an event template.

7.2.1 Creating E-mail in the E-mail Page of the Incident View

7.1.2 Understanding E-mail Received Events

7.1.1 Understanding E-mail Sent Events

Chapter 7 Project Communication Management

6.2.2 Deleting Incident Links

6.2.1 Linking Incidents in the Same CustomerWise Project

6.1.9 Displaying Linked Incidents in the Incident List Panel

6.1.8 Understanding the Links Tab in CustomerWise Windows Client

6.1.7 Searching for Incidents Based on Link Types

6.1.6 The Link tree control

6.1.5 Viewing Linked Incidents in the Links Incident Detail Page

7.3 Managing E-mail AnnouncementsE-mail received events represent e-mail messages sent from customers to CustomerWise project members and may be used to manage and track all incominge-mail in CustomerWise projects.E-mail received events are automatically created for all incoming e-mail sent to applicable addresses.Every e-mail received event is based on an event template.Although only one e-mail received event template is generally needed in a CustomerWise project, project administrators may choose to define multiple e-mail received event templates if multiple team e-mail accounts have been defined. Each team e-mail account may have a unique e-mail received template.

7.4 Communicating by Web ConversationTechExcel CustomerWise has a powerful e-mail engine. This engine empowers the software to seamlessly integrate into the existing e-mail infrastructure.In turn, this enables you to effectively use E-mail as a medium to communicate with contacts and further maintain customer relationships.The E-mail page enables project members to create and send e-mail messages to one or more customers.

Figure 6-1: E-mail PageProject members may send e-mail to customers using controls in may different CustomerWise views:

• In the Incident view, project members may use controls in the E-mail tab, Web Conversation tab, and Knowledge/Events tab of the Incident detailpanel.• In the Event view, project members may use controls in the Event Summary tab and Related Incident tab of the Event detail panel.• In the Customer view, project members may use controls in the E-mail tab and Incidents and Events tab of the Event detail panel.

7.5 Communicating by Telephone (CTI Integration)Project members may create and send e-mail messages regarding specific CustomerWise incidents in the E-mail Page in the Incident detail panel of theIncident view.

Figure 6-2: E-mail Tab in the Incident Detail PanelThe Send E-mail page in the E-mail tab enables project members to define the subject and body of the e-mail message, define multiple customers or projectmembers as email recipients, and to add documents as attachments to the e-mail.CustomerWise automatically includes key incident details in the body of e-mail messages created in the Incident view including incident properties, incidentdescription, and incident work history. Incident details may be drawn from eight incident properties:

• Project Name• Incident ID• Title• Submitted By• Current Owner• Description• Work Description

The E-mail list may display all e-mail related to an incident or an customer.To send an e-mail from the incident detail E-mail page:

1 Select the E-mail tab in the detail panel.

7.4.3 Printing Web Conversations

7.4.2 Submitting Web Conversation Responses

7.4.1 Understanding Web Conversation Flagging

7.3.2 Defining E-mail Announcements

7.3.1 Creating E-mail Announcement Events

7.2.3 Creating E-mail Messages in the Customer View E-mail Page

7.2.2 Creating E-mail in the Web Conversation Page

2 Optional: To display general e-mail in the E-mail list, select the Display General E-mail check box.3 Click the Send E-mail button.4 The E-mail page displays the Send E-mail form.

The Send E-mail form displays data-entry controls that enables the project member to define the title, subject, recipients, and body of the e-mail.5 Define the subject of the e-mail in the Subject text box control.6 Define the format of the e-mail.

E-mail may be formatted as plain text or using HTML markup tags.• To define the e-mail using text, select the Plain Text radio button.• To define the e-mail in HTML, select the HTML Format radio button.

7 Select the customer or customers to receive the e-mail.8 Select the project member or project members to receive the e-mail.9 Optional: To define other recipients of the e-mail message, enter their e-mail addresses in the Others text box.

All e-mail addresses must be separated by a comma.10 Click the Next button.11 The Send E-mail page appears.

The Send E-mail page enables project members to edit the title, subject, recipient and CC list of the e-mail message, as well as define the body of the e-mail and to add attachments.

12 Optional: To edit the subject line, the primary addressee, and the CC list, enter values in the appropriate controls.13 Define the body of the e-mail in the Body text field.

The Body text field includes incident properties, the incident description, and the incident work history.14 Optional: To add an attachment to the e-mail message, click the Browse button and navigate to the location of the document to be attached to the e-

mail.15 Click the Send button.

8.1 Managing CustomerWise Searches and QueriesThe ability to effectively identify, prioritize, and manage key development incidents is key to development processes. To work effectively, project membersmust be able to quickly identify and executed important tasks. Too much information can be overwhelming and make it difficult for developers to focus on thetask at hand or stay on top of important incidents. Incident filtering and querying is crucial.Filtering enables users to quickly identify relevant incidents based on key indicators, minimize the time needed to review large numbers of records, and tomaximize effectiveness. The CustomerWise search engine returns all work items that match the search criteria and displays those work items in the list panel—all other work items are “filtered out” and not displayed.In the CustomerWise Web client, project members may filter the incidents displayed in the list panel and reports by three methods: filters, searches, orqueries.

Filter:A filter is a predefined control that enables the user to filter work items (incidents, events, or customers) by a single parameter. Multiple filters maybe used together to filter the records displayed in the list panel or reports.Search:A search is a user-definedsearch conditionsfor multiple parameters that may be used to filter the records displayed in the list panel or reports.Query:A query is a set of search conditions that have been saved in the project and which may be reused in the project.

A CustomerWise query is a set of instructions for retrieving and displaying development incident data in the incident list panel or CustomerWise report. Everyquery consists of one or more search conditions, which identify the data fields searched and the field value criteria for each field. Multiple search conditionsmay be organized into search terms and filtered by using the AND, NOT, and OR logical operators.

8.2 Managing Incident Searches and QueriesThe TechExcel search engine enables project members and customers to quickly search the notes, memo fields, and descriptions of CustomerWise incidentsand events.Unlike the standard search engine built into each CustomerWise project, the TechExcel Search Engine enables project members to search multiple notesfields (the Description field, incident history, link comments, and so on). Project administrators may also periodically index these fields to enhance projectsearches.Project administrators may install multiple TechExcel Search Engines in their CustomerWise site. Each CustomerWise project may have its own Search Engineor multiple projects may share the same TechExcel Search Engine.Once the TechExcel Search Engine is installed and configured, project members and customers may use search seven different types of CustomerWise fieldsbased on keywords:

• Description• Close Note• History• Incident Notes• Link Comments• Event Description• All custom-defined memo fields

8.2.3 Keyword Search Conditions

8.2.2 Managing Incident Queries

8.2.1 Managing Incident Quick Searches

8.1.1 Understanding the TechExcel Search Engine

Chapter 8 Search and Query Management

7.5.3 Answering Incoming Calls

7.5.2 Making Outgoing Calls in CustomerWise

7.5.1 Understanding On-screen Caller ID

8.3 Managing Event SearchesIn CustomerWise the most common type of query is based on incident property definitions. An incident is a collection of data that represents a particular taskor set of tasks that must be processed. Every incident is defined by a unique incident ID, description, workflow state, owner, work description, and otherdynamic properties.Using tools in the search bar of incident view, project members may define search conditions based on keywords, incident property values, user and incidentvariable values, and other parameters to display subsets of incidents in the incident list panel.

8.4 Managing Customer Searches and QueriesCustomerWise features an enhanced search bar that eliminate unnecessary clicks and makes it easier than ever for project team members to create, apply,save, and store searches and queries.Using controls in the search bar, the user may define search conditions for multiple parameters.

Figure 7-1: IncidentSearch BarCustomerWise QuickSearch enables projectmembers to search for

incidents based on user-defined search conditions for multiple parameters. Project members may create, define, update, rename, and save searches in thesearch bar of the CustomerWise Web client.The search bar displays multiple controls that enable the user to search for incidents based on many different parameters.

Customer:The Customer text box enables the user to filter incidents by customer name. The Customer text box supports the asterisk (*) wildcard character.Criteria entered in the Customer text box filters the options displayed in the Customer dropdown list.Customer List:The Customer dropdown list enables the user to filter incidents by customer. The list displays all every customer in the base project as wellas the*All Customers and *Unknown Customers system variables.Owner:The Owner dropdown list enables the user to filter incidents by current owner.Status:The Status dropdown list enables the user to filter incidents by status. Every event workflow state is defined by its status: open or closed. The listdisplays the{All Open}, {All Closed} and {All Open & Closed} search parameters.Keyword:In CustomerWise, a keyword is a term (word, phrase, or alphanumeric string) that is used as a search condition in a query. The CustomerWisesearch engine searches for instances of the keyword in a record set and returns those records in which the keyword is found.Product:Database:Priority: Submitted:Date From The Submitted Date From calendar enables the user to define the starting date of the date search filter.Submitted Date To:The Submitted Date From calendar enables the user to define the starting date of the date search filter.

8.5 Customer Status and Type Search ConditionsCustomerWise Quick Search enables project members to search for incidents based on user-defined search conditions for multiple parameters. Projectmembers may create, define, update, rename, and save searches in the search bar of the CustomerWise Web client.Using controls in the search bar, the user may define search conditions for multiple parameters.

8.4.3 Customer General Property Search Conditions

8.4.2 Managing Customer Queries

8.4.1 Managing Customer Quick Searches

8.3.1 Managing Event Quick Searches

8.2.7 Incident Other Search Parameters

8.2.6 Incident Time Search Conditions

8.2.5 Incident Current Status Search Conditions

8.2.4 Incident Description Search Parameters

Figure 7-2: Search ManagerThe Search Manager page displays multiple tabbed pages that enable project members to define search parameters based on customer properties.

Incident Description:The Incident Description tab displays controls that enable the user to define search conditions based on keywords and core incidentproperties including product, priority, and problem area.Incident Status:The Current Status tab displays controls that enable the user to define search conditions based on properties that track the “status” of theincident including its workflow state, substatus, and the expected effort.Incident Time:The Time tab displays controls that enable the user to define search conditions based on project schedules and timelines. CustomerWisesupports both static and dynamic date rangesIncident Other:The Other tab displays controls that enable the user to define search conditions based on link types, incident ID numbers, and otherparameters.

9.1 Understanding CustomerWise Knowledge ManagementThe CustomerWise knowledge view enables support teams to manage all project-related knowledge items in a central repository: documents, knowledgetopics, HTML links, web and e-mail announcements, FAQs, and attachments.The knowledge view is an integrated document-control module that supports the enforcement of disciplined knowledge management process. Using tools inthe knowledge view project teams may establish and enforce the management of all project-related documents.The CustomerWise knowledge view offers several management capabilities:

• The knowledge view supports HTML and Web page tracking. Incidents and events may be linked with a dynamically changing Web site or page-based HTML document for easy reference and access.• The knowledge view helps achieve better team communication.

Once team members develop a habit of checking their daily work assignments through CustomerWise, the document management feature enables them tobetter manage project-related documents.

9.2 Searching for KnowledgeCustomerWise enables project members to manage six different types of knowledge items in the knowledge view of CustomerWise projects: documents,knowledge topics, HTML links, announcements, and attachments in the knowledge view.

Documents: Documents include all external files that saved in the CustomerWise database through the knowledge view. Documents may either be createdinternally from user-defined document templates or externally using a word processing, spreadsheet program, or any other application. Project membersmay add any type of file that is not forbidden by administrator-defined rules.HTML Links:HTML links enable project teams to create a library of project-related URLs. Incidents may be linked with a dynamically changing web pagesfor easy reference and access.Knowledge Topics:Knowledge topics are knowledge items specifically designed to enable project teams to build a knowledge base of problems andresolutions. Each topic knowledge item consists of a description page, a resolution page, and a links page.Announcements:Announcements are user-defined messages that are expressively targeted at customers. Project members may create two types ofannouncements: web announcements and e-mail blasts. Web announcements may be scheduled for display in the Customer Web Portal based on user-defined rules. E-mail announcements may be scheduled and sent to customers based on userdefined rules.Attachments: Attachments are files that have been attached to incident, event, or customer notes in CustomerWise client. Although these knowledge itemsare visible through the knowledge view, they are managed using tools in the Note/File page of the Incident, Event, or Customer view.FAQs:In CustomerWise, an FAQ (frequently asked question) is a knowledge item stored and managed in the project knowledge base that provides answersto questions that are frequently about a particular topic. All FAQ categories and FAQ topics are managed in the CustomerWise Web client.

9.2.1 Defining Keyword-Based Knowledge Base Queries

9.1.2 Understanding Knowledge Management Privileges and Access Controls

9.1.1 Understanding Knowledge Items

Chapter 9 Knowledge Management

8.5.2 Customer Asset and Support Plan Search Conditions

8.5.1 Contact Search Conditions

9.3 Browsing for KnowledgeIn CustomerWise, a privilege is a right to perform a task that is granted to project members based on their account type. Every project member is assigned anaccount type when they join a project. Project member roles, responsibilities, access rights, and privileges are defined by their account type.Knowledge management privileges enable project members to build, publish, and manage knowledge items in TechExcel CustomerWise projects based ontheir account type.Project members assigned a light account typecannotperform any of the knowledge-related operations.Project administrators may assign 13 different knowledge management privileges to each regular account type.

Can Build Public Knowledge:The privilege enables project members to create knowledge documents in a knowledge folder that enables public access(public folders).Can Publish Public Knowledge:The privilege enables project members to publish knowledge items from public folders, such as knowledge topics,documents, HTML links, and announcements.Can Build Protected Knowledge:The privilege enables project members to create knowledge documents in a protected knowledge folder.Can Publish Protected Knowledge:The privilege enables project members to publish knowledge items from protected knowledge folders, such asknowledge topics, documents, HTML links, and announcements.Can Read Protected Knowledge:The privilege enables project members to obtain a knowledge document from a protected knowledge folder.Can Delete Knowledge Items:The privilege enables project members to delete a knowledge file.Can Set Up Knowledge Tree and its Access Controls:The privilege enables project members to create knowledge folders and documents within thefolders, as well as assign privileges.Can Build Knowledge Documents through a Web Browser:The privilege enables project members to create knowledge folders and documents through aWeb browser. The user can also assign privileges.Can E-mail Blast Knowledge Announcement:The privilege enables project members to create an e-mail in the knowledge view and e-mail it (blast it) toa group of recipients.Can Check In/Out Documents:The privilege enables project members to check out a knowledge document and check it back in with modifications.Can Lock/unlock Documents:The privilege enables project members to place a temporary restriction on other users accessibility to checking out adocument (other users may still obtain a read-only copy). The user can also release the restriction on a locked document.Can Close Documents:The privilege enables project members to close any file. When a file is closed it can only be accessed with the proper privileges.Can Reopen Documents:The privilege enables project members to reopen a closed file.

9.4 Managing DocumentsProject members may search the CustomerWise knowledge base for documents, HTML links, and knowledge topics based on knowledge item types, linkedproducts, document subtypes, and keywords.Using controls in the Search page, project members may define search conditions based on multiple knowledge item parameters including keywords,knowledge categories and subcategories, products, and modules.

Figure 8-1: Search Tab in the Knowledge View of the CustomerWise Web ClientKeywords are words that describe a concept found in a document or that appear with special frequency in that document or field. Project members maydefine multiple keywords for every document they save in the project knowledge base providing the metadata that enables project members and customers tolocate that information.

9.4.10 Tracking Document History

9.4.9 Unlocking Documents

9.4.8 Locking Documents

9.4.7 Checking In Documents

9.4.6 Checking Out Documents

9.4.5 Deleting Documents

9.4.4 Defining Document Keywords

9.4.3 Adding Documents to the Project Knowledge Base

9.4.2 Making documents available to searches

9.4.1 Making documents available to browsers

9.3.1 Tracking Knowledge in the Knowledge List Panel

9.2.2 Understanding the CustomerWise Search Engine

9.5 Managing Knowledge TopicsProject members may define advanced knowledge base queries to identify relevant knowledge items based on user-defined keywords in the Search tab ofthe Search tab of the knowledge view in the CustomerWise Web client.Project members may use controls in the Search tab of the knowledge view to define advanced search parameters for knowledge items based on keywords.The TechExcel Search Engine searches fields for the keywords defined in the query.

Figure 8-2: Search Tab in the Knowledge View of the CustomerWise WebClientNoise words are ignored in TechExcel Search Engine queries. Noise wordsinclude all articles (a,an,the), propositions (at,for,until,with), and mostconjunctions (but,whether,because).To define advanced search parameters:

1 Select the Search tab in the knowledge view of the CustomerWise Web client.2 Enter one or more keywords in the Keyword edit box control.

Project members to define search requests that consist of words or phrases thatare connected by one or more of five different boolean operators:AND, OR,NOT, w/ 5, and w/25.

3 Select an option in the Category dropdown list.The Category dropdown list displays the Knowledge in Current Project option

as well as theknowledge typesanddocument typesthat are accessible to the project member based on his or her account type.• The Knowledge in Current Project option enables project members to search all knowledge type, document type, and document subtype folders in

the knowledge base.• Knowledge types represent the system-defined knowledge folders displayed in the knowledge tree panel: the Documents, Knowledge Topics, and

HTML Links folders.• Document types represent the user-defined subfolders that are used to organize knowledge items in each knowledge folder.

4 Select an option from the Subcategory dropdown list.The Subcategory dropdown list displays the user-defined subfolders that have been created beneath the document type subfolder selected in theCategory dropdown list.

5 Select an option for displaying the results returned by the query in the More Options area.• To display only title and the description of the knowledge item, select the Title and Brief Description option button.• To display only the title of the knowledge item, select the Title Only option button.

6 Optional: To determine the number of results displayed in a single page, enter a number in the Results in Each Page edit box.7 Click the Search button.

9.6 Managing HTML LinksThe TechExcel search engine enables project members and customers to quickly search the notes, memo fields, and descriptions of CustomerWise incidents,events, customers, and knowledge items.Unlike the standard search engine built into each CustomerWise project, the TechExcel Search Engine enables project members to search multiple notesfields (the Description field, issue history, link comments, and so on). Project administrators may also periodically index these fields to enhance projectsearches.Once the TechExcel Search Engine is installed and configured, project members and customers may use search seven different types of CustomerWise fieldsbased on keywords:

• Description• Close Note• History• Issue Notes• Link Comments• Event Description• All custom-defined memo fields

10.1 Understanding Asset Management in the TechExcel CustomerWise ClientAssetWise is designed to be tightly integrated with TechExcel CustomerWise and TechExcel CRM and to enable members of those projects to perform basicoperations from within the CustomerWise Windows or Web client applications.AssetWise enables project members to track assets from their entrance into project members organization to the end of their lifecycle.AssetWise optimizes all aspects of project members asset-related processes, from detailed asset tracking by serial number, to purchasing, inventory tracking,service and repair, and product return management. It enables the customer support plan auto renewal to be possible by tracking and analyzing each supportplan with a support status for every product project members customer has purchased.An asset is represents any article or equipment that requires tracking. It could be a tangible asset, such as a mobile phone or a spare part for the mobilephone, or an intangible asset, such as licenses for software.TechExcel CustomerWise provides several levels of integration with AssetWise:

Chapter 10 Customerwise Asset Management

9.6.1 Adding HTML Links

9.5.7 Opening Knowledge Topic Links

9.5.6 Deleting Knowledge Topic Links

9.5.5 Linking Existing HTML Links to Knowledge Topics

9.5.4 Linking HTML Paths to Knowledge Topics

9.5.3 Linking Documents to Knowledge Topics

9.5.2 Deleting Knowledge Topics

9.5.1 Creating New Knowledge Topics

• enabling project members team to track assets that are distributed to customers• assigning new ones.

10.2 Creating New AssetsProject members may manage and track assets using the Assets tabs displayed in the Customer view, the Incident view, and the Event view. The datadisplayed in the Asset tab is identical in each CustomerWise view

9-1: Asset Tab in the CustomerWise Web ClientThe Asset tab in the CustomerWise Web client is divided into two main areas:

• The Asset tree list panel• The Asset Summary window

10.3 Assigning Assets to CustomersThe Asset list panel displays high-level information about all of the assets assigned to an customer in a tabular format. Every row represents an asset. Everycolumn represents an asset property and displays the asset property values for each asset.Every asset incident is represented by an asset icon.The Primary Location icon indicates that the asset is assigned to a primary location.The Linked Location icon indicates that the asset is linked to a secondary location.The Link icon indicates that an asset is linked to a CustomerWise incident.

10.4 Editing Asset PropertiesProject members may manage and track assets using the Assets tabs displayed in the Customer view, and the Incident view. The data displayed in the Assettab is identical in each CustomerWise view.

Figure 9-2: Asset Tab in the CustomerWise Windows ClientThe CustomerWise Windows client Asset tab is divided into two areas:

• The Asset tree control displays the assets associated with or linked to an customer.• The Asset detail panel displays three tabbed pages: Detail Info, Related Incidents, and the Asset Notes pages.

10.5 Deleting AssetsAsset management privileges enable project members to r perform asset-related operations in the CustomerWise client application. Project administratorsmay grant asset management privileges to project members based on their account type.

Can Edit Asset PropertiesThe privilege enables project members to edit asset properties.Can Edit Asset Support Plan PropertiesThe privilege enables project members to edit asset support plan properties.Can Edit Asset Operations Owned By Other Team MembersThe privilege enables project members to edit asset operations owned by other projectmembers.Can Edit Asset Operations Owned By Himself/HerselfThe privilege enables project members to edit their own asset operations.Can Perform AssetWise LinkPlus OperationsThe privilege enables project members to perform LinkPlus operations.Can Access Asset Page in the Customer ViewThe privilege enables project members to view the Asset tab in the detail panel of the Customer view.Can Access Asset Page in the Incident ViewThe privilege enables project members to view the Asset tab in the detail panel of the Incident view.Can Update Asset Item StatusThe privilege enables project members to update the status of assets.Can Update Asset Item Purchase InformationThe privilege enables project members to update asset purchase information.

10.6 Linking Assets to IncidentsStandard asset operations enable project members to perform standard asset operations (Assign, Delete, New, Return and Upgrade) in CustomerWise projects.Project administrators may assign asset operation privileges to CustomerWise project members based on their account types.

{Upgrade}The operation enables project members to upgrade assets.{Update Status}The operation enables project members to update the status of assets.{Return Asset}The operation enables project members to return assets.{New Customer Assets}The operation enables project members to create new assets for customers.{New Asset}The operation enables project members to create new assets.{Delete Asset}The operation enables project members to delete assets.{Associate Asset}The operation enables project members to associate assets with customers.

10.1.5 Understanding Asset Operation Access Controls

10.1.4 Understanding Asset Management Access Controls

10.1.3 Understanding the CustomerWise Windows Asset Tab

10.1.2 Asset tree list panel

10.1.1 Understanding the CustomerWise Web Asset Tab

{Deassociate Asset}The operation enables project members to deassociate assets with customers.{Assign Asset}The operation enables project members to assign assets to customers.

10.7 Managing Asset Support Plans

Project members create new assets, define asset locations, asset categories, and asset templates in the Asset tab displayed in the Customer view, the Incidentview, and the Event view.

Figure 9-3: Create New Asset Page in the Asset Tab

The data displayed in the Asset tab is identical in each CustomerWise view

To edit asset properties, the project member must be granted the Can Edit Asset Properties privilege by the project administrator. All CustomerWise privilegesare assigned to project members based on their account type.

To add new customer assets:

1Select the Asset tab in the Incident view, Customer view, or Event view.

2Click the New button. The Create New Asset page appears.

3Define asset ownership: Project members may define two types of assets: assets assigned to customers and assets assigned to the company.

• To create an asset that is assigned to an customer, select the Assigned to Customer radio button.• To create an asset that is assigned to an customer, select the Assigned Company Asset radio button.

4Select an asset location from the Asset Location dropdown list.The Asset Location dropdown list displays administrator-defined asset locations that are associated with the customer based on the company hierarchy.

5Select an asset category from the Asset Category dropdown list.The Asset Category dropdown list displays administrator-defined asset categories.

6Select an asset template: from the Asset Template dropdown list.The Asset Template dropdown list displays administrator-defined asset templates.

7Define the asset numbers in the Asset Numbers field. Depending on the asset template selected, project members may also assign asset numbers. If aquantity text box appears, project members must define the quantity of assets to be created.

8Click the OK button.

10.8 Managing Asset Locations

Project members may assign assets to customers in the CustomerWise Web and Windows clients.

Figure 9-4: Assign Asset Window in the Asset Tab of theCustomerWise Web Client

• In the CustomerWise Windows client project members maysearch for customers prior to assigning assets.

• In the CustomerWise Web client project members may assignassets to customers based on the incident or customer

selected. In the Asset tab of the Customer view, the asset is associated with the selected customer. In the Asset tab of the Incident view, the asset isassociated with customer associated with the selected incident.

To assign assets to customers, the project member must be granted the{Asset} operation privilege by the project administrator. All CustomerWise assetoperation privileges are assigned to project members based on their account type.

To assign assets to customers in the CustomerWise Windows client:

1Select the Assign button in the Asset Summary area of the Asset tab in the Incident and Customer detail panels. The Assign Asset window appears.

2Define asset ownership: Project members may define two types of assets: assets assigned to customers and assets assigned to the company.

• To create an asset that is assigned to an customer, select the Assigned to Customer radio button.

• To create an asset that is assigned to an customer, select the Assigned Company Asset radio button.

3Select an asset location from the Asset Location dropdown list.

4Select an asset category from the Asset Category dropdown list. The Asset Category dropdown list displays administrator-defined asset categories.

5Select an asset template from the Asset Template dropdown list. The Asset Template dropdown list displays administrator-defined asset templates.

6Click the Submit button.

10.8.2 Creating New Asset Locations

10.8.1 Defining Primary Locations and Secondary Locations

10.7.1 Viewing Related Incidents

10.9 Managing Asset NotesProject members may use the Edit Asset Properties manager to edit asset properties in three administrator-defined tabs: the Description tab, the Values tab,and the Support Plan tab.

Figure 9-5: Edit Asset Properties Manager in the CustomerWise Windows ClientThe Edit Asset Properties manager displays three tabs. The information tracked in each of these tabs may be customized by a project administrator inCustomerWise Admin.

• The Description tab enables project members to enter data about the general properties of the asset.• The Values tab enables project members to populate data that relates to the value of the asset. These values include a purchase price, date purchased,

and an invoice number.• The Support Plan tab enables project members to enter information relating to valid support plans and options for the current asset. These plans are

defined in the CustomerWise admin, as well as through the “Edit plan” button in the client.The append button enables project members to enter notes about a plan.To edit asset properties, the project member must be granted the Can Edit Asset Properties privilege by the project administrator. All CustomerWise privilegesare assigned to project members based on their account type.To edit assets in the CustomerWise Windows client:

1Select an asset in the Asset tree panel.2Click the Edit button. The Edit Asset Properties manager appears.3Define asset properties in the Description tab.

Description tab enables project members to enter data about the general properties of the asset.4Define asset properties in the Values tab.

The Values tab enables project members to populate data that relates to the value of the asset. These values include a purchase price, date purchased,and an invoice number.

5Define asset properties in the Support Plan tab.The Support Plan tab enables project members to enter information relating to valid support plans and options for the current asset. Support plans arecreatedand managed in the CustomerWise Admin client. Project members may edit support plans in the CustomerWise Windows client. For moreinformation see “Managing Asset Support Plans” on page 196.

6Click the OK button.To edit assets in the CustomerWise Web Client:

1Select the Asset tab in the Incident view, Customer view, or Event view.2Select an asset in the Asset list tree panel.3Click the Edit button. The Description window appears.4Define asset properties.5Click the Submit button.

Returning Assets To return assets:1Select an asset in the Asset tree panel.2Click the Return button. A warning dialog box appears.3Select an option from the Future Inventory dropdown list.4Enter a number in the Quantity field.5Click the Yes button.

11.1 Understanding the Customer Web Portal

The TechExcel Customer Web Portal is a secure, interactive Web site providing controlled access to a centralized communication hub and to supportprocesses.

• The Customer Web Portal enables customers to submit and edit incidents through the Internet.• The Customer Web Portal enables customers to view their incidents and events.• The Customer Web Portal enables customers to access FAQs, upgrades and patch info, product documentation.• The Customer Web Portal enables customers to search the knowledge base, download documents or software, and read whatever

Chapter 11 Customer Web Portal Management

10.9.4 Attaching Knowledge Items to Asset Notes

10.9.3 Deleting Asset Notes

10.9.2 Editing Asset Notes

10.9.1 Adding Asset Notes

10.8.4 Deleting Asset Locations

10.8.3 Editing Asset Location Details

news or announcements administrators have determined they should see based on their role.• The Customer Web Portal enables customers to conduct Web conversations with CustomerWise project members.

Figure 10-1: Incident List Report in the Customer Web Portal

The Customer Web Portal is composed of six views. Each Customer Web Portal view displays tools that enable customers to manage incidents, view reports,interact with CustomerWise personnel, or customize their personal information or preferences.

• The Home view• The Incident List view• The Submit New view• The Customer Info view• The Knowledge view• The Report view

Whenever problems do arise, customers may easily search the knowledge base for information that is specific to their particular incident saving time andreducing overall support costs. The Customer Web Portal enables customers to access helpful hints, upgrades, patch info or any other information anadministrator believes is relevant based on their customer type or products purchased.

The Customer Web Portal is an optional feature in TechExcel CustomerWise. Support for the Customer Web Portal must be enabled independently in eachCustomerWise work project.

11.2 Managing Web and E-mail Announcements

Project administrators may optionally enable project team members to record and track customer activity in the Customer Web Portal and develop customerprofiles based on the pages viewed by customers and the answers they give to questions in FormWise forms.The foundation of FormWise Web activity management in the recording and tracking of web clicks and the web points that are assigned to customeractivities.

•Web clicksenable project teams to record Customer Web Portal activity so that they may track customer interest in products and services.•Web pointsenable project teams to assign points particular pages, links, or the answers given to form questions to identify and rank customer interest.•Customer profile questionsenable project teams to link form questions to customer data that is managed in CustomerWise projects.

Businesses may configure TechExcel CustomerWise to track customer access to pages within the Customer Web Portal. The Web Clicks Manager records thetime and date and the IP address of the users loading pages in the Customer Web Portal.Web access management tasks are based on the interaction of four different business objects:

•Web clicksenable project teams to record Customer Web Portal activity so that they may track customer interest in products and services.•Web pointsenable project teams to assign points particular pages, links, or the answers given to form questions to identify and rank customer interest.•FormWise formsenable project teams to gather customer data with user-defined form questions and form templates.•Customer profile questionsenable project teams to link form questions to customer data that is managed in CustomerWise projects.

All FormWise settings are defined on a project-by-project basis. Support for web activity tracking, forms, web points, and FormWise features may be enabledin one project and disabled in another project within the same CustomerWise implementation.Note:FormWise is an optional feature in CustomerWise projects and project administrators must enable support FormWise within their project using controls inthe Optional Features page of the General Project Settings folder in the CustomerWise Admin client.

12.1 Understanding Subprojects

Chapter 12 Subproject Management

11.2.4 Managing E-mail Blasts

11.2.3 Managing Web Announcements

11.2.2 Editing Announcements

11.2.1 Adding Announcements

11.1.3 Managing Events in the Web Clicks Manager

11.1.2 Tracking Customer Access in the Web Clicks Manager

11.1.1 Tracking Customer Web Activity

Subprojects enable work project teams to group and manage incidents by organization, product line, or by any other criteria they choose. A subprojectrepresents a collection of incidents that are managed together.TechExcel CustomerWise enables project members with the applicable privileges to create subproject folders in the Incident tree panel and to store incidentswithin those subproject folders. Access to subprojects may be restricted based on user-defined access rules.Each subproject has its own description, priority, status, and beginning and ending dates.

• Status• Percentage complete• Project delivery dates• Priority

Every incident in a project may be assigned to a subproject, providing project teams with a much clearer and more realistic view of their workload.Project members may link knowledge items directly to subprojects. Frequently knowledge items are relevant not only to a single incident, but to manydifferent incidents. Rather than repeatedly attaching the same document to multiple incidents, project members may store those incidents in a subprojectfolder and link relevant knowledge items to that subproject folder.In Work projects, subprojects are frequently organized to manage the different types of documents generated by a CustomerWise team:

• Advertising• Brochures• Business Development• Case Studies• Competition• Press Coverage• Press Opportunities• Press Releases• Reseller Channel• Support Services East-testing• Trade Shows• Training Program• Web Site• White Papers

12.2 Using the Subproject Tree PanelSubprojects organize incidents into discreet groups of related tasks providing project teams with a c learer understanding of their progress. WorkSubprojects organize incidents into discreet groups of related tasks providing project teams with a c learer understanding of their progress. Workproject teams may use subprojects to priorit ize their work based on two factors: subproject status and the subproject priority propert ies.project teams may use subprojects to priorit ize their work based on two factors: subproject status and the subproject priority propert ies.Like incidents, subprojects may be managed based on their workf low status. In TechExcel CustomerWise the workf low status of a subproject mayLike incidents, subprojects may be managed based on their workf low status. In TechExcel CustomerWise the workf low status of a subproject maybe independent ly def ined or derived from the workf low status of the incidents assigned to that subproject. Project members may also priorit izebe independent ly def ined or derived from the workf low status of the incidents assigned to that subproject. Project members may also priorit izesubprojects using the Priority control.subprojects using the Priority control.In the TechExcel CustomerWise clients, the Status control and the Priority control are both displayed in General tab of the Subproject Manager.In the TechExcel CustomerWise clients, the Status control and the Priority control are both displayed in General tab of the Subproject Manager.Project administrators def ine how subprojects are managed in their projects in the CustomerWise Admin client. The status of subprojects may beProject administrators def ine how subprojects are managed in their projects in the CustomerWise Admin client. The status of subprojects may bedetermined by one of four dif ferent methods:determined by one of four dif ferent methods:

• The Independent of its Incidents opt ion enables administrators to def ine a set of subproject workf low states.• The Independent of its Incidents opt ion enables administrators to def ine a set of subproject workf low states.• The Derived from the Highest-ranked Incident Status method links subproject status to the status of the highest ranked incident within the• The Derived from the Highest-ranked Incident Status method links subproject status to the status of the highest ranked incident within the

subproject. If this opt ion is selected the available states for subproject status are the same as the available states for incidents.subproject. If this opt ion is selected the available states for subproject status are the same as the available states for incidents.• The Derived from the Lowest-ranked Incident Status method links the subproject status to the lowest ranked incident within the subproject.• The Derived from the Lowest-ranked Incident Status method links the subproject status to the lowest ranked incident within the subproject.

If this opt ion is selected the available states for subproject status are the same as the available states for incidents. Click the Edit buttonIf this opt ion is selected the available states for subproject status are the same as the available states for incidents. Click the Edit buttonto assign a rank to each incident status.to assign a rank to each incident status.

• The Linked to Incident Status Def init ion method links the applicable subproject progress states to the incident workf low status f ields.• The Linked to Incident Status Def init ion method links the applicable subproject progress states to the incident workf low status f ields.

12.3 Creating and Managing SubprojectsDisplaying and Hiding the Subproject Tree PanelThe Subproject Tree panel displays all of the subprojects defined in a current project and tools that enable project members to create, edit, manage, anddelete subprojects.

Figure 11-1: Subproject Tree Panel in the Incident ViewProject members may choose to display or hide the Subproject tree panel in the CustomerWise client applications.To display the Subproject Tree panel in the CustomerWise Web client, click the Tree button in the Search bar.To hide the Subproject Tree panel in the CustomerWise Web client, click the List button in the Search bar.

12.3.3 Managing Subproject Workflow

12.3.2 Managing Subproject Applicable Owners

12.3.1 Adding Subprojects

12.2.2 Sorting Subprojects in the Subproject Tree Panel

12.2.1 Filtering Incidents by Subproject

12.1.1 Understanding Subproject Workflow

13.1 Managing Importing, Linking, and ExportingIn CustomerWise, project team members may import or export customers, contact, incidents, events, and other business objects in theIn CustomerWise, project team members may import or export customers, contact, incidents, events, and other business objects in theCustomerWise Windows smart c lient.CustomerWise Windows smart c lient.CustomerWise import ing and export ing enables project team members (salespeople, marketers, and support engineers) to quickly import newCustomerWise import ing and export ing enables project team members (salespeople, marketers, and support engineers) to quickly import newcustomers and customer contacts to the base project and share access to those accounts with other projects.customers and customer contacts to the base project and share access to those accounts with other projects.Moreover, project members with the appropriate priv ileges may import other key business objects including customer accounts, contacts, serviceMoreover, project members with the appropriate priv ileges may import other key business objects including customer accounts, contacts, serviceagreements, incidents, events, email, and f i le at tachments.agreements, incidents, events, email, and f i le at tachments.CustomerWise supports four import or export management tasks: import f rom base, import f rom f ile, l ink to work project, and export .CustomerWise supports four import or export management tasks: import f rom base, import f rom f ile, l ink to work project, and export .

Import from Base:The import from base task enables the user to import and link customers or contacts managed in a base project to one or more workprojects.Import from File:The import from file task enables the user to import a business object (customer, contact, service agreement, incident, or event) from astructured text file into the project.Link to Project:The link to project task enable the user to make imported customers available to other work projects.Export: The export task enables the user to export a business object (customer, contact, or incident) to a structured text file.

Not every import or export task may be performed for every business object. CustomerWise features intuit ive wizard-driven tools that areNot every import or export task may be performed for every business object. CustomerWise features intuit ive wizard-driven tools that arespecif ically designed to enable the user properly manage each business object:specif ically designed to enable the user properly manage each business object:

Figure 12-1: Import ing, Linking, and Export ingFigure 12-1: Import ing, Linking, and Export ingIn CustomerWise, all customer and contact data (including assets) is stored in a base project that is shared by mult iple work projects. CustomerIn CustomerWise, all customer and contact data (including assets) is stored in a base project that is shared by mult iple work projects. Customerand contact data are always imported into a base project and “linked” to indiv idual work projects.and contact data are always imported into a base project and “linked” to indiv idual work projects.All incidents, events, and service agreements are imported direct ly into the work project itself and are not accessible in other work projects.All incidents, events, and service agreements are imported direct ly into the work project itself and are not accessible in other work projects.CustomerWise also enables project team members to import f i les that are associated with or owned by specif ic customers, contacts, incidents, orCustomerWise also enables project team members to import f i les that are associated with or owned by specif ic customers, contacts, incidents, orevents.events.

13.2 Importing, Linking, and Exporting CustomersA structure text file is a file that uses reserved characters (delimiters and qualifiers) to organize data into columns (fields) and newlines (end-of-line characters)to define rows (records) so that the data may be saved as a flat file.New records must be defined in a structured text file before that data may be imported in the CustomerWise database.The first step towards importing customer record data into CustomerWise is create a structured file using field delimiters and text qualifiers that arerecognized by the CustomerWise import wizard. If the data is improperly structured, the import wizard cannot parse the data.The CustomerWise Import wizards used field delimiters and text, date, and hour qualifiers to parse the data contained in the structured text file.

13.3 Importing and Exporting ContactsA f ield delimiter is a reserved character that def ines the beginning end of each f ield (column) imported.A f ield delimiter is a reserved character that def ines the beginning end of each f ield (column) imported.CustomerWise recognizes f ive f ield delimiters:CustomerWise recognizes f ive f ield delimiters:

HashHash#CommaComma,Semi-colonSemi-colon;TabTab{tab}Pipe characterPipe character|

13.2.6 Exporting Users to Structured Text Files

13.2.5 Importing Customer Accounts from Structured Text Files

13.2.4 Importing Customers From Base Projects

13.2.3 Linking Customers and Primary Contacts in the Base Project

13.2.2 Customer Info field mapping

13.2.1 Identifying CustomerWise Customer Data Fields

13.1.3 Text, Date, and Time Qualifiers

13.1.2 Field Delimiters

13.1.1 Defining Structured Text Files

Chapter 13 Import and Export Management

The pipe character (|) usually gets the best results.The pipe character (|) usually gets the best results.“The major problem with tab-delimited text f i les is that tabs are invis ible, and dif f icult to dist inguish from spaces; therefore, there are sometimes“The major problem with tab-delimited text f i les is that tabs are invis ible, and dif f icult to dist inguish from spaces; therefore, there are sometimesproblems with the f i les being corrupted when people try to edit them by hand. The major problem with comma-delimited text f i les is that commas areproblems with the f i les being corrupted when people try to edit them by hand. The major problem with comma-delimited text f i les is that commas arecommon in f ield data for many applicat ions, which means that some form of quot ing and/or escaping mechanism must be used. A commoncommon in f ield data for many applicat ions, which means that some form of quot ing and/or escaping mechanism must be used. A commonalternat ive is to choose another punctuat ion character as a delimiter, one which is less likely to occur in f ield data than comma -- common choicesalternat ive is to choose another punctuat ion character as a delimiter, one which is less likely to occur in f ield data than comma -- common choicesinclude pipe (|) and hash (#), but the best choice depends on the kind of data the applicat ion deals with.”include pipe (|) and hash (#), but the best choice depends on the kind of data the applicat ion deals with.”

14.1 Managing Service Level AgreementsIn CustomerWise, service level agreements between the service provider and the customer are managed and tracked asservice level agreements. The servicelevel agreement identifies the IT service (support plan), support schedule, service level targets (guaranteed response and resolution times), payment andshipping terms, and cost calculation and invoicing methods.All service level agreements are managed and tracked in the customer view of the CustomerWise clients. Using controls in the Service Level Agreementpage, project team members may create, manage, and track the service level agreements assigned to each customer.

Figure 13-1: Service Level Agreement Tab in CustomerWise Windows Client

14.2 Managing Service Level Agreements by CustomerMultiple service level agreements may be defined by between the service provider and each customer. Each service level agreement may define distinctproduct-specific support plans, support schedules, service level targets, prices, and price calculation methods.Every service level agreements assigned to a customer is based on an administrator-definedservice agreement template. A service level agreement template isan administrator-defined blueprint for creating service level agreements of a particular type.

14.3 Managing Service Level Agreements by IncidentWhenever a new incident is submitted to the project, a valid and active service level agreement is automatically selected and assigned to that incident basedon administrator-defined rules.

14.3.4 Manually Applying SLAs Incident

14.3.3 SLA Exceptions

14.3.2 Response and Resolve Time Tracking

14.3.1 Tracking Incident SLA Response and Resolve Times

14.2.2 Renewing Customer Service Level Agreements

14.2.1 Adding, Editing, and Deleting Customer Service Level Agreements

14.1.4 Understanding Service Level Agreement Management Privileges

14.1.3 Understanding Service Level Agreement Types

14.1.2 SLA Management by Incident

14.1.1 SLA Management by Customer

Chapter 14 Service Level Agreement Management

13.3.2 Importing Contacts from Structured Text Files

13.3.1 Importing Contacts From Base Projects

14.4 Managing SLA ReportsIn CustomerWise, every service level agreement is defined by itsservice level agreement type. The support type of a service level agreement defines howCustomerWise calculates the cost of the services guaranteed by the service level agreement and how customers are billed for those services. CustomerWisesupports four types of service level agreements:

Annual Service Level Agreement:An annual service level agreement is a support plan that is based on annual support arrangements.Per Incident Service Level Agreement:A per incident service level agreement is a support plan that is on an incident-by-incident basis.Free ServiceLevel Agreement: A free service level agreement is a support plan that are used for software trial periods and free support. Annual Service Level Agreement with Asset Integration:The Annual Service Level Agreement with Asset Integration service level agreement typerepresents plans that are based on annual support arrangements directly related to the assets purchased or owned by a company, including hardwareand software licenses. Requires the purchase of TechExcel AssetWise.

15.1 Understanding Document Template ManagementIn CustomerWise, a document template is a blueprint for creating document attachments that contain key information about incidents, customers, or assets.

A document template is a file that provides project members with a pattern or template for creating a specific type of document. Project teams may createdistinct document templates for each file type (word processing documents, spreadsheets, flowchart diagrams) that is used to create documents.

Document template management is the process of creating, organizing, and managing document templates in the document template view of theCustomerWise Windows client and of using document templates to define document attachments that contain incident, customer, and asset-specific data.

15.2 Managing Document Template FoldersDocument templates are organized and managed in a hierarchical structure of folders and subfolders in the document template tree panel.Using controls in the document template tree panel, project team members may add, edit, and delete any number folders and subfolders beneath the rootdocument folder.Every document template folder is defined by its documenttemplate folder type.The folder type defines the document template contained within that templatefolder. CustomerWise supports four document template types: asset template folders, incident template folders, customer template folders, and knowledgetemplate folders.

15.3 Getting Latest Versions of Document TemplatesTo add a document template folder:

1Select Tool > Edit Document Template command in the knowledge view.2Select a document template folder in the document template tree panel. The selected document template is the parent of the new document template.3Right-click document template folder and select the Add New Folder command in the shortcut menu. The Folder Name dialog box appears.4Enter the title of the folder in the Name text box.5Select a folder type option in the Folder Type dropdown list.

• Asset Template Folder• Incident Template Folder• Customer Template Folder• Knowledge Template Folder

6Click the OK button.

15.3.1 Installing the WordLink Add-in Module

15.2.2 Deleting Document Template Folders

15.2.1 Adding Document Template Folders

Chapter 15 Document Template Management

14.4.4 Managing Resolve Time Reports

14.4.3.3 Sort By Fields

14.4.3.2 Group By Fields

14.4.3.1 Data Fields

14.4.3 Managing Incident List with SLA Time Reports

14.4.2 Managing SLA Performance Reports

14.4.1.3 Time Unit

14.4.1.2 List By Fields

14.4.1.1 Group By Fields

14.4.1 Managing SLA Summary Reports

15.4 Managing Document Attachments Based On Document TemplatesTo delete a document template folder:

1Select Tool > Edit Document Template command in the knowledge view.2Select a document template folder in the document template tree panel.3Right-click document template folder and select the Delete Folder command in the shortcut menu.

A confirmation dialog box appears.4Click the Yes button.

The document template folder and all document templates contained within that folder are deleted.

16.1 TechExcel Outlook Sync Overview Techexcel Outlook Sync provides Microsoft Outlook users the ability to interact with TechExcel CustomerWise CRM data from directly within Outlook. TheTechExcel Outlook Sync adds additional buttons to the Microsoft Outlook interface making it easy for salespeople and customer support technicians tosynchronize activities performed within Outlook to CustomerWise. Synchronizing communications, activities, and tasks from Outlook to CustomerWiseimproves both user efficiency and visibility.

16.2 Feature Summary Chapter Outlook Emails Incoming and outgoing Outlook emails may be selected and linked with the appropriate customer in CustomerWise CPM with a single click. Or, more detailedCustomer and Contact search may also be used to find and match the email with the appropriate customer record. Automatic Record Matching Emails sent and received are automatically matched with existing CustomerWise CRM information based on matching email addresses. Sales and supportteams link new and existing emails with leads, contacts, opportunities, or support incidents while adding Outlook emails to CustomerWise. If no match isfound, users may also choose to perform a search of CustomerWise CRM data from within Outlook. Online/Offline Customer Contact Support Search the CustomerWise CRM customer database from within Outlook even when offline. TechExcel Outlook Sync maintains a local database of customer,contact, opportunity, and event information so sales and support users may access and update information while offline. All updates made locally will besynchronized with the CustomerWise CRM server when online. Customer and Contact Manager Add new customer or contacts to CustomerWise directly from Outlook at the same time you add an email, task, or appointment. Create Outlook Tasks and Activities From CustomerWise Events CustomerWise Events may be configured to automatically create calendar appointments or tasks in Microsoft Outlook . CustomerWise Events are alsoworkflow driven so you may configure a process which automatically updates users task lists and calendars as a part of the sales or support workflow toensure opportunities and incidents are worked on consistently and in a timely manner.

16.3 Requirements Server Requirements

• TechExcel CustomerWise 8.0 or above • Outlook Integration must be enabled and configured by Administrator

End User Requirements

• Microsoft Windows 2000, XP, XP Professional, or Vista • Microsoft Outlook XP, 2003, and 2007 • Permission to perform Outlook Sync Actions

16.4 System Administration Configuring TechExcel CustomerWise for use with Outlook Sync

Chapter 16 Outlook Sync Management

15.4.2 Managing WordLink Customer Documents

15.4.1 Managing WordLink Incident Documents

15.3.3 Adding Document Templates

15.3.2 Understanding the WordLink Tool Bar

TechExcel System Administrators must configure Outlook Sync within the Admin Client before use. There are two areas within the Admin Client that must beconfigured:

1. Support Member Manager

System administrators must grant team members permission to use Outlook Sync. This privilege is granted using a new checkbox in the TeamMember Manager. The image below shows a new privilege “Can perform Outlook Integration” that must be checked for team members allowed to perform actions.

2. Outlook Integration Settings

The second step is to configure the Outlook Integration settings found under the Advanced Project Settings folder in the Admin Client.

The image below shows the new Outlook Integration page and is followed by a brief description of each control on the page.1.Enable Outlook integration

This checkbox must be checked to enable syncing Outlook items with events andsaving emails as events in the work project.

Event Sync Options Tab Control how events sync from TechExcel CustomerWise to Microsoft Outlook with these settings. Only the events that meet the criteria defined herewill be synced to Outlook appointments or tasks.

2.Sync options

For each event template there are three sync options available:

1. Don’t sync 2. Sync to appointment 3. Sync to task

3.Sync Statuses

For each event template, the administrator may choose the event statuses in which the event will be synced.

4.Date Range

The administrator may define date ranges to further limit event syncing so not all events are synced at once. The Administrator may create DateRange rules based on the event Create Date, Start Date, and End Date. The date range rules are global and will apply to all event templatesconfigured to synchronize with Outlook.

16.5 User Configuration – Configuring TechExcel Outlook Sync End users may save emails from Microsoft Outlook to TechExcel CustomerWise as an event. When users choose to save an email as an event, they will beable to choose from the events the administrator has selected as applicable event templates. Only event templates with an event type of ‘Email received’ or‘Email sent’ (defined in the event template settings) are available to administrators when defining applicable events. A default event template may also bedefined by the administrator for the most commonly used event.

16.4.1 Save Emails as Events Tab

16.6 Using TechExcel Outlook Sync If you have not installed the TechExcel Outlook Sync plug-in, please see the AppendixInstalling TechExcel Outlook Syncfor detailed installation instructions. Configuring Outlook Sync for Use

1.Press Configuration

Before using TechExcel Outlook Sync, you need to run the Configuration wizard. The wizard will run automatically the first time you open Outlookafter installing. You may also run the configuration wizard by pressing the Configuration button in the Outlook toolbar, or selecting the newCustomerWise menu option, and selecting Configuration.

2. Press User Login

Enter your TechExcel CustomerWise login credentials, select the correct web service connection, select the project to synchronize emails, and pressthe OK button.

Having Trouble Logging In?

• Do you have permission to use the Outlook Sync?

Contact your CustomerWise Administrator to request permission to useOutlook Sync.

• Does the project you belong to allow for Outlook Sync?

Contact your CustomerWise Administrator to inquire if the project allowsOutlook integration.

• Not Seeing Synchronization?

Make sure you have selected the correct project in the Select Project dropdown.You may only synchronize with one project at a time. However,youmay always return to this configuration screen and switch projects.

3. Press Setup Local DB

After you have configured user profile information, the wizard will ask you to set up a local DB. Or, you may select the Setup Local DB item in theConfiguration menu. The local database will be used to preferences and also actions performed while offline. When a connection becomesavailable, the actions performed will synchronize with the live CustomerWise system.

To configure your local database

Select the Database Type. Choose between:

• Microsoft Access • Microsoft SQL server

Once you have completed the database connection information, press the OK button. The configuration wizard will populate the local DB with the correcttables and synchronize data from live CustomerWise database.

4. Finishing Configuration

After the local database is updated, the configuration wizard will display a list of event synchronizations and email settings defined by yourCustomerWise Administrator.

This summary shows the CustomerWise event templates used for synchronizing Outlook events and appointments and also the CustomerWise eventscreated when saving Outlook emails to CustomerWise.

You may always utilize the Configuration menu to reconfigure local settings.For example,

• Set up local DB: Create a new or change the local database. • Sync time: Re-synchronize the time difference between the local and

master database. • Restore local DB: Overwrite the local database with data from the live

CustomerWise database.

16.7 APPENDIX: Installing TechExcel Outlook Sync

16.6.4 Synchronize CustomerWise Events to Outlook Appointments/Tasks

16.6.3.2 Synchronizing Events and Appointments

16.6.3.1 Understanding the CustomerWise Outlook Toolbar

16.6.3 Add an Outlook Task or Outlook Appointment to CustomerWise

16.6.2 Add a Sent or Received Email to CustomerWise

16.6.1 Add an Outbound Email to CustomerWise