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When you invest in a
SharePoint-based help desk portal you give your
employees, customers and partners the issue support they
need when they need it most. Through 24/7 online support
over your SharePoint Intranet, Extranet or Intranet your
can track each issues lifecycle from the initial
trouble ticket straight through to issue resolution.
Assign priority to each issue and automatically send it
to the appropriate help desk team, e.g. Desktop team,
Network team or Telecom team. Receive daily, weekly and
monthly reports on key support metrics to monitor and
improve your customer service. The SharePoint HQ
HelpDesk Portal is available for Windows SharePoint
Services 3.0 (WSS 3.0) or Microsoft Office SharePoint
Portal 2007 (MOSS 2007).
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Uniquely identify and
track the lifecycle of each issue from initial issue
report to final resolution
Categorize and prioritize each help desk issue
A centralized, single sign-on help desk portal with
security trimmed access according to each users
permission level
Self-help functionality for common, easily resolved
issues
Alert key staff when important issue milestones are
completed
Daily, weekly, monthly reports for key help desk
metrics and usage statistics
Repository of each issues lifecycle kept in help desk
database
Robust search functionality of each issue in help desk
repository
Display important announcements on the help desk main
page
Automation of common task with workflows
Targeted email alerts sent out upon important
milestone completions
Easy-to-read, easy-to-use dashboards with key help desk
KPIs and Metrics
Tiered escalation of each issue according to its
priority and resolution criteria
Active Directory or forms based authentication |
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