advantages of netkeeper® crm

Transcription

NETKEEPER® CRM
Multim a Corporation
1 R os ew oodCourt
Eas t G reenw ich , R I02818-15 4 3
NETKEEPER® CRM
Multi-user Version for Windows
for IBM® Personal Computers and Compatibles
Document number MU0020-12- H0002
2
NETKEEPER® CRM
CONTENTS
Program License and Copyright
7
Introduction
9
Advantages of NetKeeper CRM
11
Installation
Requirements
Installation Steps
E-mail and Pager Installation
User Entry Installation
Tech Support
13
15
16
22
27
28
Start NetKeeper CRM
First Look
Login
Password
Set up Support Staff
Set up Options
Customize
SolutionsKeeper
29
30
30
32
34
35
36
38
Basic Screens
Menu
Tables (Lists)
List Box Formatter
Forms
Ctrl_S Customize Fields
39
40
47
51
56
58
General Operation
Start Program
Track Service Calls
View a Service Call
Start a Service Call
59
60
61
62
63
3
NETKEEPER® CRM
4
Enter a Simple Service Call - Customer Support
Use of the Wizard
Enter a Simple Service Call - Internal Support
LAN Inventory
Speedwords and Lookups
Service Call Priorities
Service Call Fields
Service Call Menu
SolutionsKeeper
FastSearch
Set up SolutionsKeeper
Assign the Call
Send a Page
Comm Requests
Service the Call
Complete a Service Call - Feedback
65
67
68
69
71
73
75
83
85
89
91
98
99
100
102
103
Contacts
Companies and Contacts
Contact Information
Keywords and Groups
Contact Groups
Your To-Dos
Your Appointments
105
106
108
113
114
119
121
Biz Development
BDM Console
Worldwide Data Replication
Sales Pipeline
Business Opportunities
QE Business Ops
NDA
123
124
126
127
129
131
132
Tools
White Board
Service Request Templates
133
134
135
NETKEEPER® CRM
Purchase Orders
Create a Purchase Order
Inventory
137
138
144
Issues
List Issues
Issue Tracking Data
Products
147
148
149
150
Reports
Print a Call, Purchase Order
Report Data
Top FAQs
WEB Pages
Graphs
151
152
153
154
156
158
Utilities
File Maintenance
Sales Setup
White Board
Set up Data Options
Serial Number
Setup 1,2
Login
Drop Lists 1,2
Address Formula
Tier Setup
Internet E mail
Entry Defaults – Priority Data 1,2
Request Options 1,2
Reports 1,2
Wallpaper
161
162
165
165
166
167
168
169
170
172
174
175
176
182
183
184
5
NETKEEPER® CRM
Priority Names
User Entry
6
185
186
Dialer Setup
187
Administrative Utilities
Purge Service Calls
Update
188
188
188
End User Access
189
How to Set Up A Help Desk
195
Case Studies
199
Appendix
205
Advanced Topics
Create or Modify Reports
Run Reports
Set up Priority Levels
Conversion from NK ISAM to NK SQL
Import Screen Atomization Data
Language Conversion
Send Data to Excel
Automatic Mail Merge
Attachments
Security Levels
Import Data
205
211
216
221
224
234
Troubleshooting
263
Index
268
239
240
243
251
254
260
NETKEEPER® CRM
Pro gram L ic ense and Co pyright
NETKEEPER®, NETKEEPER® Help Desk Captain, NETKEEPER CRM, NETKEEPER
Purchase Order, NETKEEPER E Mail, NETKEEPER Pager, NETKEEPER® Express,
NETKEEPER® HD Mail, NETKEEPER SolutionsKeeper™ and NETKEEPER User Entry
programs, screens and manual © Multima Corporation 1989 - 2002. All Rights Reserved
Worldwide. Printed in the United States of America. NETKEEPER®, NETKEEPER® Help
Desk Captain, NETKEEPER CRM, NETKEEPER Purchase Order, NETKEEPER E Mail,
NETKEEPER Pager, NETKEEPER® Express, NETKEEPER® HD Mail, NETKEEPER
SolutionsKeeper™ and NETKEEPER User Entry programs, screens and manual are owned by
Multima Corporation and is protected by United States copyright laws. Multima Corporation
grants you the right to use one copy of the enclosed programs (NETKEEPER®) on one machine,
or network server, at any one time. The total number of simultaneous users may not exceed the
maximum number of seats or workstations allowed by your copy of NETKEEPER. Multiple
users can simultaneously use the enclosed program provided it is installed on only one machine,
or network server, at any one time.
You may not copy, modify or merge copies of NETKEEPER except for installation in the
machine or network server, or for backup purposes. You may not reverse compile or reverse
assemble any part of NETKEEPER. You may not rent, lease, sell, sublicense or otherwise
transfer NETKEEPER without Multima Corporation's expressly written consent.
If you want to install NETKEEPER in more than one server or machine, you must purchase
additional copies or licenses. No part of this manual may be reproduced in any form or by
any means or used to make a derivative (such as a translation, transformation, or
adaptation) without permission in writing from Multima Corporation.
Limited Warranty
Multima Corporation warrants the magnetic media containing software against failure for
ninety (90) days from the date of purchase from Multima Corporation or its Authorized
Reseller. THE NETKEEPER® PROGRAMS AND REFERENCE MATERIALS ARE
PROVIDED "AS IS" WITHOUT WARRANTY AS TO THEIR PERFORMANCE,
MERCHANTABILITY, OR FITNESS FOR A PARTICULAR PURPOSE. No updates are
provided.
Multima Corporation's sole obligation hereunder is to replace defective media. The
Customer assumes responsibility for the selection of appropriate applications program and
associated reference materials.
Standard warranty service may be obtained by delivering the defective product,
accompanied by a copy of the dated proof of purchase, to Multima Corporation during the
warranty period.
MULTIMA CORPORATION MAKES NO WARRANTY EXPRESS OR IMPLIED WITH
RESPECT TO NETKEEPER® INCLUDING THE IMPLIED WARRANTIES OR
MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. THE ENTIRE
RISK ARISING OUT OF USE OR PERFORMANCE OF NETKEEPER® AND
DOCUMENTATION REMAINS WITH YOU.
Some jurisdictions do not allow the exclusion of implied warranties, so the above may not
apply to you.
7
NETKEEPER® CRM
IN NO EVENT WILL MULTIMA CORPORATION BE LIABLE FOR ANY LOST
PROFITS, LOST SAVINGS, INCIDENTAL DAMAGES OR OTHER ECONOMIC
CONSEQUENTIAL DAMAGES, EVEN IF MULTIMA CORPORATION OR ITS
AUTHORIZED RESELLER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH
DAMAGES. IN ADDITION, MULTIMA CORPORATION WILL NOT BE LIABLE FOR
ANY DAMAGES CLAIMED BY YOU BASED ON ANY THIRD PARTY CLAIM.
Some jurisdictions do not allow the exclusion or limitation of liability for consequential or
incidental damages, so the above limitations may not apply to you. The laws of the State of
Rhode Island govern this agreement.
Document number MU0001-10-T0002
8
NETKEEPER® CRM
INTRO DUCTIO N
Congratulations on acquiring your new NETKEEPER CRM. NETKEEPER® CRM is a
complete system for both external and internal support. It is designed specifically to provide
customer support and at the same time support computer users within the company. The
system is a cost effective solution that provides all the features needed for full service
support centers.
NetKeeper CRM enables organizations to provide superior CRM services and to support
business development opportunities. NetKeeper creates a closed loop seamless flow of
information from customer service to business development, marketing and sales.
NetKeeper unites business development and customer support in one program. The program
provides an innovative and practical Business Console to keep all the resources necessary to
run an effective business in one program and on one screen.
Business and technical staff have access to NetKeeper from anywhere in the world.
NetKeeper provides the resources for a highly effective customer relation’s management.
The program supports worldwide data replication. Business and support staff have access to
all program data on portable computers or hand-helds even when they are not connected to
the main database. NetKeeper enables the staff to work while at a customer site or when
there are no connections available to the corporate WAN or WEB.
NetKeeper CRM is a powerful multi-site, multi tasking software application that maintains
its’innovative thin client/ thin program design both on the WEB and on the LAN. The
program makes use of the Windows® LAN interface with its superior speed and lookup
displays and makes all the data available through a WEB browser. The entire application
installs on the server. The program interfaces with Microsoft OutLook® and other mail
clients. NetKeeper’s innovative and practical approach keeps all data in one database that
can be shared through the LAN, WAN or WEB.
NetKeeper CRM is a fully integrated ready to use system right out of the box. No special
training is necessary to run NetKeeper CRM. The NetKeeper Call Wizard lets users quickly
enter and solve service request. NetKeeper CRM automates the process of entering caller
information filling in all other relevant fields automatically when a contact name is selected.
There is on screen access to other information about the reporting user such as previous
calls and the inventory assigned to the user.
End users have access to the program through industry-standard browsers to enter, follow
the progress of their service requests and look up answers in the SolutionsKeeper database.
The contact management features give you the flexibility to service your customers without
loosing track of details such as who needs training or updates or should be placed on the
company mailing list and more.
9
NETKEEPER® CRM
NETKEEPER uses the unique SolutionsKeeper™ , a database of requests and solutions of
recurring conditions on the network. SolutionsKeeper allows the help desk staff to rate all
solutions so that the most often used solutions are always at the top of the list. All calls both
complex and simple are recorded in a matter of seconds. The program logs response time
and the total time that the service call remains open for all help desk requests logged by the
program.
NETKEEPER CRM lowers your support costs by solving cases quickly with little
operator training. NetKeeper’s easy to learn, intuitive interface design means that the
average first time user of help desk software should be up and running upon installation of
the program. We hope you enjoy NETKEEPER CRM.
10
NETKEEPER® CRM
ADVANTAGES O F NETKEEPER® CRM
1. Self Service Help Desk - Stop Answering the Same Questions Over and
Over Again! NETKEEPER Internet or LAN end user entry module
2. Empower your customers and end users. Let end users help themselves to
top-level technical support via the WEB or LAN with access to
SolutionsKeeper. Attach Knowledge bases and multi media.
3. Cut the number of calls and the support time by letting end users record,
follow and solve their own service requests. Set up your help desk to
automatically assign the call and page or e-mail a tech!
4. Customers and employees can access your help desk at any time from
anywhere in the world.
5. Captain of your help desk NetKeeper makes it easy to control and track
calls, solutions, training schedules, purchase orders, customer satisfaction
and customer profiles. Solve more problems in less time with instant access
to caller information.
6. Put all end user support data, bug fixes, hardware and software inventory,
PC configurations & client profiles on line for your quick access.
7. Access your research with pictures, audio or video clips. Search for old
fixes using keyword searches and the intelligent SolutionsKeeper™
knowledge base.
8. Track bugs and bug fixes for different software versions. Automatically
compiles and publishes “Top 10” FAQ lists.
9. Easy installation! WEB and LAN components are thin client designs,
installed on the server, not on the workstation to eliminate workstation
conflicts and messing with your windows system directories. Users can
access the Help Desk through the LAN or through the WEB using the same
interface and same executable files. There is just one executable and one
database for both the LAN and the WEB. NetKeeper is easy to run and
maintain with almost zero administration cost.
10. Complete information access even when the Station is Down
11
NETKEEPER® CRM
11. Supports worldwide data replication. The staff has access to all program
data on portable computers or hand-helds even when they are not connected
to the main database
Standard Featu res
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Number of simultaneous end users limited only by hardware (unlimited version)
Standard reports
Integration with Crystal Report Writer
Contact & customizable group management
To-Dos
Security features – Set individual security levels for each member of your help
desk staff
Business Management Console
Purchase Orders with inventory links
Links to LAN and general Inventory
E-mail and alphanumeric paging - send pages from any station on the network.
Customizable and designable tables and forms
FastSearch - powerful search engine to search text
Automatic Top 10 FAQ (frequently asked questions) generation
Automatic Telephone Dialer on contact and service call screens
M o re Standard Featu res
• Manual on Screen Access help for any screen. Print or cut & paste
selections.
• Database Dictionary - Data Export and Import - NetKeeper is an open system
and includes its entire database definition. Link NetKeeper to external databases
to run other applications from the help desk or import client or contact lists from
other programs.
• True Multi User System. NetKeeper provides a true multi user multi
threaded database. End users and techs can simultaneously create reports,
enter data and automatically collect workstation data. There is no
degradation in the program.
• Run the Help Desk Across a Slow Communications Link. NetKeeper CRM
will run, using a slow communication’s link i.e. a telephone line or a
fractional T1 line.
InternetFeatu res
•
•
•
•
•
12
One database for both LAN and WEB support
Automatic case routing to the correct analyst
Allows access from a browser
Automatic e-mail on new service requests
Automatic “Top 10” FAQ on the WEB
NETKEEPER® CRM
INSTA L L A TIO N
The installation should proceed in the following order:
•
•
•
•
•
Microsoft SQL Server Database
NetKeeper Help Desk CRM Console.
Application Broker - Internet version only
NetKeeper End User Entry for the Internet – Internet version only
Optional or user supplied modules
Of the components listed above, only the MS SQL Server Database and the NetKeeper
CRM Console must be installed to start using the program. You can install the other
components at a later date.
Install each of the components in different directories to simplify program maintenance.
Stepata tim e
NetKeeper and NetKeeper Internet are part of a very powerful suite of programs. While
you can install the entire program suite in an hour or two, we recommend that you take
a step at a time and not try to install all the components on your very first day.
•
•
•
•
•
Install Microsoft SQL server
Install the NetKeeper Help Desk Console, first.
Learn to use the main console and enter a few requests.
Next, import your Contact data.
Install the communications server and set up your e-mail and automatic page
links.
• Run a test to make sure that your e-mail and automatic pages are sent correctly.
You will need a modem to communicate with your automatic page provider.
Once your NetKeeper LAN programs are up and running, it is time to install the
Internet Components. Install the Application Broker first (for some versions) and then
install the NetKeeper Help Desk Internet end-user module.
NetKeeper HelpDesk M ail O L E
Your NetKeeper communications server should be a dedicated computer to use as a
gateway to your automatic page and mail systems. You can use an older Pentium-type
computer running Windows 9x. The communications server will require a modem to
communicate with your automatic page supplier.
While it is possible to run the program from the same server where you installed the
NetKeeper Help Desk Console, using a separate computer provides a more stable
paging and e-mail platform.
13
NETKEEPER® CRM
A pplic atio n Bro ker – Internet (o ptio nal)
Install the Application Broker and the NetKeeper Internet End User Entry on your
Internet server. While not absolutely necessary, we recommend that the Internet server
also contain Microsoft Internet Information Server (IIS) version 3 or above. Installing
IIS will let you serve HTML pages, such as an entry page or your Top 10 requests as
well as the user entry program.
The Internet server computer must be running Windows NT version 4.0 with service
release 3 installed.
Note: the Internet components do not have to be installed on the same server as the
other shared program components. The two servers can even be in different networks as
long as they can communicate.
For complete installation instructions for NetKeeper Internet, see your NetKeeper
Internet module.
Note: The Internet components do not have to be installed on the same server as the
other shared program components. The two servers can even be in different networks as
long as they can communicate.
Note: Does not apply to ASP or PHP based NetKeeper Internet modules.
14
NETKEEPER® CRM
Requ irem ents
NetKeeper HelpDesk M ain Co nso le
• Microsoft Windows® Windows 2000, Windows XP, Windows NT 4.0 (SR3),
Windows 9x, 9.0 Mbytes of hard disk space (to install the entire system). There is no
special RAM memory requirement other than the minimum amount of memory to run
the operating system.
• A super VGA video (800 X 600 pixels) of resolution to properly display the program
screens.
Server
• 9M hard disk free space
• Microsoft® SQL Server version 7 or better
• Virtually all network protocols are supported including older protocols.
Note: Help Desk personnel are usually a hurried lot. Time pressures and simultaneous
multiple calls tax Help Desks to the very limit. It makes eminent sense to provide Help
Desk personnel with the fastest PC or workstation available. A high performance machine
will give the fastest response to run not only NetKeeper but also any of the CDROM,
database or other auxiliary programs that you can run from within HELP DESK. The
program will run on virtually any computer. However, for best results, we recommend the
fastest computer and the most memory your budget allows and a 17” monitor using 1024 by
768 pixels.
The A pplic atio n Bro ker and the NetKeeper HelpDesk InternetEnd - User o rInternet
Tec h m o du le (o ptio nal m o du les)
•An IBM PC® or compatible computer
•Microsoft Windows NT 4.0 (SR3), 4.0 Mbytes of hard disk space.
•A link to the server where the NetKeeper Help Desk data is located. The data can
reside in most any network capable of hosting Windows, PC DOS or MS DOS.
•
Note: The data can reside in a UNIX® server provided that software is installed that
allows a Windows workstation to save files on the UNIX computer.
15
NETKEEPER® CRM
INSTA L L A TIO N STEPS
NetKeeper is loaded on the file server not on the workstations. There are no NetKeeper
components loaded on the workstations. The entire NetKeeper CRM setup can be done in less
than an hour or two.
NetKeeper WEB and LAN components are thin client designs, installed on the server, not on
the workstation to eliminate workstation conflicts and messing with your windows/system
directories.
INSTA L L A TIO N STEPS SUM M A RY
1.
2.
3.
4.
5.
6.
7.
Install, but do not run, the NetKeeper CRM program
Create the NetKeeper database on your MS SQL server
Run scripts to create the NetKeeper tables
Create and start the full text search server
Enter the basic setup for NetKeeper CRM
Test the NetKeeper CRM console program
Install the communications program, CAPCOM
STEPS IN DETA IL
1 .INSTA L L , BUT DO NO T RUN, THE NETKEEPER CRM PROGRA M
Using the START menu to install the NetKeeper CRM main console.
• Insert the CD-ROM in its drive (or disk one of the installation disks into drive
A (or B)
• Choose Settings -> Control Panel from the Start menu on the task bar,
• Choose Add/Remove Programs then press the Install button.
The Windows Add Software Wizard directs you through the installation process.
• Install the program on a directory (folder) that can be shared by personnel
accessing the program.
• Use a separate directory for each NetKeeper application since you may have
more than one Netkeeper program. For example, create a folder named nksql.
Then create different folders as needed in the nksql folder. Example folder tree
\nksql
nkcrm
nkhdmail
nksuper
Tip: Avoid long names when installing system software such as NetKeeper programs.
Short names are always more reliable. Keep your folder names within the 8 character
short name limit.
16
NETKEEPER® CRM
Note: You can also select Run from the START menu and run the setup.exe program
on the root directory of installation CD. Example: d:\setup.exe
IM PO RTANT NO TE:
NetKeeper’s advanced design allows multiple program threads. That is, you can open
many copies of the same list. Eventually you will run out of resources, memory,
connections or open files. How many simultaneous lists and update screens you can
open depends on your computer and operating system. To see how many lists or screens
you have open, click on WINDOW Ø CASCADE and Windows™ will cascade all
your open windows on the screen. You can normally open quite a few lists before you
run out of resources. Update screens use more resources than lists.
The setup program may prompt you for your Company name, serial number and
operating codes. The optional NetKeeper Express LAN inventory program uses the
operating codes, also. Enter the Serial Number, Operating Code and User Code exactly
as provided. Upper or lower case is important.
2 .CREA TE THE NETKEEPER DA TA B A SE
If necessary, install and configure the Microsoft SQL Server database. NetKeeper CRM
does not require a special setup of MS SQL server unless your installation has special
requirements. A default installation will work just fine. Create the NetKeeper database on
your Microsoft SQL 7 server. Add users and security as needed.
You must start with a new, “fresh” database. Delete any “demo” or “test” NetKeeper
Databases unless you update the layout of the existing database as necessary. Using an
existing database with an incorrect layout may result in data loss or poor performance.
Start Enterprise Manager (Part of Microsoft SQL server)
Expand your SQL Server group and select your database server for NetKeeper and right
mouse click on Databases to select new database and create the NetKeeper database.
17
NETKEEPER® CRM
The default settings will work correctly to run the NetKeeper database.
Click OK to create the NetKeeper database. You have now created an empty NetKeeper
database on your MS SQL server. Consult your MS SQL server manuals to setup a backup
system for your database. Make sure that the backup method and type selected will support
restoring your database to a different computer.
18
NETKEEPER® CRM
3.RUN SCRIPTS TO CREA TE THE NETKEEPER TA B L ES
SQL Scripts are series of commands to create your NetKeeper tables and set them up. You
will need to run several scripts. If something goes really wrong while running scripts, for
example - your PC crashes, we suggest that you delete the empty NetKeeper database and
start over. Of course, if you are a MS SQL guru you will know just what to do and continue
with the scripts. However, for the rest of us it is best to start over and get a solid database.
• Start the MS SQL Query Analyzer program, part of MS SQL software.
• Select Load SQL script and select the script nkdct.sql .
This script will create the table layouts.
WARNING: The nkdct.sql scripts delete all existing data in your target NetKeeper
database.
IMPORTANT NOTE:
Change the SQL script if you elect to create a database named other than the default
NETKEEPER. Running the SQL script on the wrong database may result in data loss.
• Press F5 to execute the SQL script. The script should complete without errors.
• Next load and run the guidtrig.sql SQL script.
This script will create triggers to support the Global Unique Identifier columns. The error
“CREATE UNIQUE INDEX terminated because a duplicate key was found.” Usually
indicates that the GUID field is blank or filled with blanks in existing data.
• Use the MS SQL Query Analyzer program to load and run the nkcapri.sql script.
This script will create the triggers to support RI (relational integrity).
• Use the MS SQL Query Analyzer program to load and run the nkviews.sql script.
This script will create views used by NetKeeper.
• Run nkviews.sql
19
NETKEEPER® CRM
4.CREA TE AND STA RT THE FUL L TEXT CA TA L O G
The full text catalog server is used to index the database text so you and your end-users can
quickly query the text entries in the database.
• Use Enterprise Manager and expand the NetKeeper database entry on the left panel.
• Right mouse click on Full Text Catalogs and select New Full Text Catalog.
• Enable full text for the database by creating a full text catalog named
“NetKeeper_Text” (without the double quotes)
• Use Enterprise Manager to check that the full text service is running.
• Use the MS SQL Query Analyzer program to run the fulltext.sql script.
This script will set up the text search parameters and columns. Ignore error messages such
as “You must first create a full-text index on table '[dbo].[AMDNk]'.”
Tip: Check your MS SQL documentation on how to populate the full text index and set full
text index population schedule. The text search functions will not operate until your full text
catalog is populated (built).
20
NETKEEPER® CRM
5.ENTER THE BASICSETUP FO R NETKEEPER CRM
Run the nkahdcap.exe executable to start the Main Console for NetKeeper Help Desk
CRM.
IMPORTANT: Do not run the helpdesk.exe executable file before running the
nkahdcap.exe executable file. The helpdesk.exe executable file will start the end-user module
and will activate security before the main console program has setup security. You may not
be able to login to the main console if security is activated before you set the basic
parameters. In this case, you need to delete the NetKeeper database and start again.
6.TEST THE NETKEEPER CRM CO NSO L E PRO G RA M
Start NetKeeper CRM From the Windows Start Button
• Click the Windows Start button -> Programs ->NetKeeeper ->NetKeeper CRM
7.INSTA L L CA PCO M - INSTA L L A TIO N O F E-M A IL AND PAGER SERVER
The automatic e-mail and automatic page server program (CAPCOM.EXE) were
installed with the NetKeeper CRM main console. It is not necessary to reinstall the
automatic e-mail and automatic page server program (CAPCOM.EXE) on the
communications server PC.
NetKeeper E-mail Server and alphanumeric Paging Server will check for new Service
Calls on one or more NetKeeper help desks. The program sends e-mail or paging
messages to the assigned technician or technicians if the calls are of sufficient priority
and you have enabled e-mail and paging.
Each help desk can have different send preferences. The send preference is the criteria
for deciding if the message is sent or not. You can define different send preferences for
each priority level. The overall result is that you have lots of flexibility in deciding who
gets e-mail and or paging messages. NetKeeper CRM includes an easy to set up and
use paging system and a complete e-mail system.
21
NETKEEPER® CRM
8.RUN THE AUTO M A TICE-M A IL AND AUTO M A TIC PA G E SERVER PRO G RA M
(CA PCO M .EXE)
• Create a shortcut to run the automatic e-mail and automatic page server
program (CAPCOM.EXE) or use Explorer and navigate to the directory where
NetKeeper CRM is located.
• Designate a dedicated PC to run the server (an old Pentium PC will do with a
modem to send page)
• Install the mail OLE server software on the comm PC.
Pager Setu pO ptio ns
Start the NetKeeper Comm server program: CAPCOM
•Select Utilities|Setup from the Main Menu
•Select theSetup Tab
•Select Enable Paging
•Enter the full path to the directory where the NetKeeper CRM data is located.
This is normally the same directory where you installed the NetKeeper CRM main
console.
Note: Don’t forget to add a trailing “\” at the end of the full path to the data.
A u to m atic Page O ptio ns
•Select SETUP|SETUP OPTIONS from the Main Menu
•Select the Communicaions Tab
•Set up the com options from the set up options screen
Port
Band Rate
Parity
Data Bits
Stop Bits
Modem Setup string
Modem Dial
Tel. Number
The comm port connected to your modem
Usually 1200 (ask your pager supplier)
Usually Even
Usually 7
Usually 1
ATZ (or ask your pager supplier)
ATDT (for tone dial)
The prefix only required to dial out
Usually 9
•Select the Modem TAB
•Change the modem setup and modem dial prefix defaults as needed. Usually the
defaults will work. However, you may need to reset your modem to its factory
defaults if you are using an old modem or a modem that was configured for another
program. See you modem’s manual on how to reset the modem to the factory
defaults.
Note: We have seen that some of the new modems will not work correctly at the very
slow speeds used by the automatic paging systems. In case of doubt, try a different
modem.
•Set the telephone number prefix as required. This field is used when the phone system
requires a prefix to dial out. For example, some phone systems require “9,” before
the number to obtain an outside line.
22
NETKEEPER® CRM
•Select the SERVER SERVICES TAB
•Check “Enable Page Service”
•Select Central Station (your pager supplier) interface type:
Manual Automatic (better but not supported by all suppliers)
Note: The Automatic interface type for the Central Pager Interface is the preferred
interface. The Automatic mode uses a protocol that communicates with the Central
Office and verifies that the page was sent. The Manual mode just sends the page (like
you do when you dial a message in) but does not verify that the message was sent.
A u to m atic E-m ail O ptio ns
•Select Utilities|Setup from the Main Menu
•Select the Internet E-Mail Tab
•Enter the default return address
•Enter the default SMTP e-mail server (only if using Internet style e-mail)
System s Su ppo rted fo r E-m ail system
NetKeeper E-mail system supports mail systems based on SMTP/POP, MAPI, VIM,
MHS or Banyan Vines.
23
NETKEEPER® CRM
O N L INE INSTA L L A TIO N
Access the download page at:
http://www.netkeeper.com/other/nkuser1.htm
• Fill in the data form if requested
• Follow the prompts and download the file
• Execute the downloaded file to install the program. If upgrading, install the new
program in the same directory as before to keep your settings and shortcuts.
• Read the "README.DOC" file that is displayed during installation.
The "README.DOC" file contains the most up-to-date information. We suggest that
you print the "README.DOC" file and save the printout with your manual.
The WEB installation will first extract the SETUP.EXE installation file to an installation
directory. The installation routine will ask for a password (only for files downloaded from
the WEB) and extract the SETUP.EXE file. The installation routine will the automatically
run the SETUP.EXE file to install the program.
INSTA L L HEL P DESK CRM IN A SECO ND PC IN M UL TI-SEA TS INSTA L L A TIO NS
You only have to create a shortcut (W2K, Windows 9x, NT, 2000) to nkhdcap.exe
since no components are installed in the local workstation. The entire program (and
DLLs) installs in the NetKeeper directory (The directory where you installed Help Desk
CRM). Your operating system or licenses may require that you install network client
software, SQL client software or Crystal Report Writer ™ software on your PC in
addition to the NetKeeper shortcut.
RE ENTER THE SERIA L NUM BER AND OR USER OPERA TING CO DES
To re enter the serial number and codes for NetKeeper Express at a later date:
• Start the CREATE ALL FILES program
• Select FILE
• Select System File
• Enter the codes.
The codes are case sensitive. Use the proper upper/lower case. It is usually not necessary
to re-enter the serial number and codes.
DISPL A Y M ANY SCREENS (EVEN THE SA M E SCREEN)
To display many screens at once simply click again on a Main Menu option then select
and open another list or form. Open many service call forms at once and switch back
and forth!
24
NETKEEPER® CRM
L INK THE HEL P DESK DA TA B A SE AND THE L AN INVENTO RY DA TA IS
AUTO M A TIC
The linking is automatic in NETKEEPER CRM. The program can view and update the
"live" data collected by NETKEEPER EXPRESS. See Utilities|Setup|Login
L INK THE HEL P DESK DA TA B A SE AND THE L AN INVENTO RY DA TA FRO M
(PREVIO USL Y PURCHASED)NETKEEPER EXPRESS
The linking is automatic
• Select Utilities
• Select Setup
• Select Login
• Select LAN Inventory Path
• Enter the LAN inventory path for NetKeeper Express
Tip
If you are already running NETKEEPER EXPRESS, back up your data and report
definition before you install NETKEEPER . Reinstall the previous NKSYSTEM.DAT after
the installation.
TRANSFER THE DEM O VERSIO N DA TA TO THE FUL L VERSIO N
If the demo database layout is the same version as your full version, no change is
required and you can continue to use the database. Otherwise, run the appropriate SQL
script to update the database layout. Call tech support in case of doubt.
INSTA L L THE FUL L VERSIO N TO A SEPA RA TE DIRECTO RY
Installing the full version to a separate directory is the recommended method.
Install the NetKeeper CRM main console on a shared drive of a network server. This
program will be shared by your Help Desk techs.
25
NETKEEPER® CRM
Note: You do not have to install the NetKeeper CRM Console on the workstations since
the program is shared from a network drive.
Typically, you will need about 10 to 200 Mbytes of hard drive space for your
NetKeeper CRM programs and support data for about 1000 end-users. Of course, the
program requires less space if you support fewer users and requires more hard drive
space to support additional users. The software and configuration audit data require the
bulk of the drive space. If you do not use the inventory component of the main console,
then much less space is necessary.
UPDA TING THE DA TA B A SE
The full version may be a more recent version than the demo version and you may need
to update one or more files in the database to match the layout required by the newer
version. NetKeeper CRM will display “error 47 – database mismatch” if the data table
does not match the table layout that the program expects. The program will also specify
the table that needs updating for example NKQST1 or NKSCM. A database mismatch
indicates that a table is missing one or more columns.
DA TA REPL ICA TIO N
NetKeeper CRM has the ability to support worldwide merge data replication. Business
professionals and support staff have access to all program data on portable computers or
hand-helds even when they are not connected to the main database. NetKeeper enables
professionals to continue working while at a customer site or when there are no connections
available to the corporate WAN or WEB. Staff can continue working anywhere at any time.
See your SQL Server manual for information on setup of merger data replication
IM PO RT DA TA
To import data from another program, see your SQL Server manual under DTS (Data
Transformation Services).
26
NETKEEPER® CRM
END USER A CCESS PROGRA M - INSTA L L A TIO N
Pro vide a M enu Selec tio n o r Pro gram Sho rtc u t(Ic o n)
Use a menu selection or program shortcut to start the End User Access program from the
client workstations. If you have a system wide menu, add an entry to run the NetKeeper End
User Access program. Most menu systems ask for the name of the executable file and the
name or the default, or initial, directory.
• The name of the NetKeeper User Help executable file (the file that starts the program) is
HELPDESK.EXE
• The default directory is the directory where you installed the program.
Install the program only once. All users on your network will then share the one copy of the
program installed in a shared directory. The NetKeeper User Entry program does not have
to be installed on the user’s workstations. However, you do have to provide a means for
users to start the NetKeeper User Entry Program. You can provide a Program Icon
(program item), or the program can be started from the File Manager or Explorer.
27
NETKEEPER® CRM
TECHNICA L SUPPO RT
You can obtain tech support for NetKeeper. Multima Corporation and its representatives
can also provide training, consulting services and contract personnel to assist you in
operating your Help Desk.
Have your serial number handy when you call for support. Enter your serial number and a
short description of your service call in the automated voice answering system. All calls are
answered quickly in the order in which they are received.
You can also e-mail your request so that the appropriate service representative is assigned to
your call
Before you call tech support, check the Troubleshooting section of the manual.
Technical Support numbers:
Tel: 401-885-1916
Fax: 401-885-2605
[email protected]
Web Site
http://www.netkeeper.com
28
NETKEEPER® CRM
STA RT NETKEEPER CRM
Answer the prompts and enter your company’s name and your NetKeeper CRM Serial
Number and Operating Code. You will find the Serial number and operating code either
attached to the disk envelope or in the pocket of the manual.
If you are also installing NetKeeper Express, install all the programs using the same serial
number and operating codes for all the programs
To enter the serial number and code for your program, select Utilities|Setup Data from the
main menu. Your serial number is unique. You should always refer to your serial number
when requesting technical support or product upgrades. The code opens the program to the
number of seats that you have purchased. To add more tech seats to the program, simply
request a new code.
Note: The program will remain in demo mode if you do not enter the serial number and
code.
The program will allow 0 users if any of the codes have been entered incorrectly or if
the code is incorrect. Reenter the codes to correct this situation.
• Click on the NetKeeper CRM icon to start the program.
• Choose Start ->NetKeeper ->NetKeeper CRM
29
NETKEEPER® CRM
FIRST L O O K
After you have completed the installation, start NetKeeper CRM by clicking on the
NETKEEPER icon. You will not have to log in. However, the program will not allow
you to access the program a second time unless you set up your login information, now.
L o gin
Set up the login information immediately. You must define the database so that the system
knows what database to use in order to run reports. Open Utilitie|Setup Data|Login to set up
the path for the program. Fill in the required information.
Site ID
The ID number for the site
Server
The type server for example: ntsrv1
Database
The database is netkeeperops
SQL Login
An example of the SQL login is:
ntsrv1,netkeeperops;APP=Captain_CRM;Trusted_Connection=Yes
30
NETKEEPER® CRM
LAN Inventory Path
The LAN inventory path connects NetKeeper Express to NetKeeper CRM so that
the LAN inventory is recorded in the help desk program in “real time” and does not
have to be imported.
An example is: m:\clarion\keeper\
Use Trusted Connection
When checked, the program will find the connection every time you log in to
NetKeeper.
User Name
ADM - Administrator
Password
The Administrator’s password should be kept in a safe place. If you lose or forget
the password, call Tech Support for a temporary 24 hour password.
31
NETKEEPER® CRM
SET UP YO UR PA SSW O RD
After you set up the login information, make sure to go directly to Help Desk Techs
(Service Calls|Staff Members) and enter the required information for the administrator
and a password that you can remember.
The Administrator logs in as ADM and enters a password. The administrator has more
privileges than other technicians to make changes and customize the program.
Very Important
You must set up your login information right now. If you do not create your login initials
and password, you will not be able to open the program the next time you want to use it.
• Select ADM (Administrator). The
person who installs the program is
usually the administrator. The
administrator can add and delete the
names of help desk staff and set
security limits for each one.
Important
You cannot log into the program after the first time if you have not set up your login initials
and data. This is a security feature of the program.
32
NETKEEPER® CRM
• Enter the required information. Check Active.
• Set up a password.
• Try to choose a password that is easy for you to remember.
Note
If you do not want to use the password protection feature of the program, leave the
password field empty.
The next time that you start the program, you will have to log in using. The help desk staff
will log in using their own initials and passwords.
33
NETKEEPER® CRM
SET UP STA FF A CCESS
It is a good idea to enter the names of the rest of the staff and the rights to the program, now.
Only the administrator can enter new names.
Tip
Make sure that the initials for each support person are unique.
Setu psec u rity
The Administrator has access to the whole program. The Administrator can limit access
rights to the program for the staff in order to maintain control of the database.
Use this screen to set up security rights for each help desk technician. You can limit access
and actions for different sections of the program. You do not have to give the same rights to
all technicians.
34
NETKEEPER® CRM
SETUP O PTIO NS
Before you start entering calls, it is important to set up the options to customize the
program for your organization.
See Utilities|Setup Data to select the options you want to use.
NetKeeper is highly customizable and can be set up for many different types of
support.
Utilities + Setup Data
See Setup for information on how to define certain features of the help desk program.
Only the Administrator can access Setup Data.
See Setup Options for more information.
35
NETKEEPER® CRM
CUSTO M IZE SCREENS
You can customize almost any screen in NetKeeper CRM, rename fields, change their
size or format, move them or hide them. You can also change the help message and tool
tips and customize lists and forms.
Cu sto m ize a sc reen
1- Log in as Administrator
2- Select Utilities|Setup Data|Global Options
3 - Verify that the "Prevent user screen changes" is not checked on the Setup tab
4- Close the Global Options screen
5- Open the screen you want to customize
6 - Select the field to be changed
7 - Place the cursor and click on the field you want to modify.
8- Press Ctrl_S (Press and hold the control key and press the S key) to display the
Customize Window
9- Change one or more of the field attributes (only valid attributes are enabled)
10- Click OK to save the changes.
Cu sto m ize a field thatyo u c anno tac c ess
To modify a field that you cannot select by clicking on it, select a nearby field and use
the PREV and NEXT buttons on the Customize form to move to the field.
Undo c hanges
1- Select the field as above
Customize Window
3- From the Screen Builder menu select FIELD DEFAULTS
Undo c hanges m ade to a sc reen
1- Select any field on the screen
Customize Window
3- From the Screen Builder menu select SCREEN DEFAULTS
Note: If a screen does not work properly or "looks funny", you may have to re-do or fix
your changes to the screen. To check how the screen looks without your changes:
1- Log in as Administrator
2- Select Setup Data from the Utilities menu
3- Check the "Prevent user screen changes" option on the Setup tab
4- Click OK to close and save the Global Options screen
5- Open the screen.
Don't forget to uncheck the "Prevent user screen changes" option to re-enable your
changes.
L abel the Field
Enter the name (title) for the field. Select “hide” if you do not want the name to appear on
the screen.
36
NETKEEPER® CRM
SCREEN BUIL DER ENHANCEM ENTS - TO O L B A R
You can reposition or remove the toolbar buttons on the NetKeeper CRM Console using the
CTRL_S screen builder command.
CUSTO M IZE THE END USER A CCESS M O DUL E
You can use the screen builder’s functions on the end user entry module (HELPDESK.EXE)
to customize the end-user screens and the login screens. The changes can also be made to the
Internet version of the end-user entry module.
To modify the end-user screens you must log in as Admin to the end user program.
To log in as Administrator (ADM) to the end-user entry program (HELPDESK.EXE) :
• Open a command box and navigate to the directory where the HELPDESK.EXE
program is located.
• To start the program at the command prompt, type:
HELPDESK.EXE /ADMIN
• Enter the Administrator password
37
NETKEEPER® CRM
SET UP SO L UTIO NKEEPER
Solutions Keeper’s setup is similar to an outline. The requests have categories and sub
categories. Solutions are attached to the sub categories. It is advisable to define the main
categories in SolutionsKeeper before you put the help desk into full operation. You can add
categories while the program is in operation also.
See SolutionsKeeper
SolutionsKeeper will grow as you use it. The solutions should be ranked for their usefulness
for the selected request. The highest ranked solutions for each problem are at the top of list.
SolutionsKeeper will automatically generate the Top FAQs to the web or to the LAN.
See Top FAQs
Setu pO rganizatio n and Co ntac tInfo rm atio n
Enter or import the company and contact data before placing the program in service. You
can also add names on the fly; however, it is much easier to enter service calls quickly if the
contact information has already been entered.
See Contacts
38
NETKEEPER® CRM
BASICSCREEN TYPES
The program consists of three screen types that are defined in this chapter:
• The Main Menu from which all screens can be accessed
• Tables also called lists
• Forms also called data entry screens.
Definitions of special buttons and keys are included in the information on the screens where
they are used.
If you prefer, you can always call up information about a screen or the whole program by
selecting ‘Help’from the menu bar from any screen in the program. Your NetKeeper CRM
has a complete manual on line. You can look up any topic and even add your own notes to
your on line manual. In this way, you will have your own personal copy of the manual.
39
NETKEEPER® CRM
M ENU
All the screens in the program can be accessed from the Main Menu. The
Administrators has access to additional menu items.
CO NTRO L S
Access the menu selections by using the mouse . Keyboard commands are accepted
also. Use the cursor keys and press 'Enter'. Selecting the underscored letter of a menu
item name opens the selected submenu item.
M ENU TITL E BAR
CO NTA CTS
The Contacts menu is used to quickly retrieve and maintain information about a
company, a person or an organization and to access tasks attached to contacts.
Contacts + New Contact
Enter a new contact
Contacts + Contacts List
Lists all contact names associated with your organization. The contact names are
accessed also on the Service Call form.
Contacts + LAN Users
Lists all LAN users and related software and hardware. The list is also available on the
Service Call form.
Contacts + Organizations
Lists all the companies for external support or for contact and sales management.
Contacts + Your To Do Tasks
Lists your work orders and tasks. To-Dos are created on the Service Call form as work
orders for the service call , on the contact form or directly on the To Do list.
Contacts + All To Do Tasks
Only the Administrator can access the list to view all the work orders and tasks
assigned to the help desk staff.
Contacts + Your Appointments
Lists your appointments.
Contacts + All Appointments
40
NETKEEPER® CRM
Lists all the appointments.
Contacts + Contact Groups
Use to set up groups such as “e-mail upgrade announcement”, “Mail list for
December”, “Training group for Windows 2000” etc. You define the groups and the
actions for the Group.
Contacts + Outlook Items
A list of items from Outlook that you want to view in NetKeeper
BIZDEVEL O PM ENT
Contacts + BDM Console
Access the BDM Console (the Business Development Console) for your appointments,
sales leads and To-Dos.
Contacts + Sales Pipeline
The Sales Pipeline is a snapshot view that lets an entire sales force manage and update
its sales leads over the LAN or WEB.
Contacts + Business Opportunities
Lists all business opportunities by opportunity type, company, probability, target date.
Contacts + QE Business Ops
The Quick Entry option allows the sales force to enter sales leads on the fly.
Contacts + NDA List
Non-Disclosure Agreements
SERVICE CA L L S
Service Calls + New Service Call
Opens a new service call form.
Service Calls + Service Call Wizard
Opens the Service Call Wizard. The Wizard leads the user through the Service Call
form.
Service Calls + List Service Calls
Lists all the service calls.
Service Calls + Service Calls by Technician Lists the service calls by the assigned
technician. Service Calls + Service Calls by Queues
Lists all the calls in the queues. Service requests can be assigned to queues for the
techs to access. Queues can be set up different products or skill levels.
41
NETKEEPER® CRM
Service Calls + List Super Cases
Lists all Supercases
Service Calls + SolutionsKeeper™
Use this command to access SolutionsKeeper, the on line solution database.
Service Calls + Help Desk Techs (only ADM)
Lists all the help desk techs with rights in the program. Only the administrator can
make additions and changes to this list.
Service Calls + Page a Tech
Use to send an alphanumeric page to any station on the network. A modem is not
needed. All the pages go through the NetKeeper communications server.
Service Calls + Comm Request
Lists all the communication requests, pager and e-mail traffic.
TO O L S
Tools + Announcements
Announcement fashboard to alert help desk of special issues
Tools + Service Request Templates
A toolbox listing the most frequent requests. Use the toolbox to save call entry time
and to drag and drop a request into the service call form.
PURCHASING
Purchasing + New PO
Use to enter a new purchase order.
Purchasing + PO List
List all the purchase orders.
Purchasing + PO Line Items
Lists all the line items for all the purchase orders in the system
Purchasing + Inventory
Lists all the catalog items and assets. The catalog lists all the items for selection on the
purchase order form. Assets are items that have been received and recorded in the
company inventory. Items that are selected from the catalog move automatically to
inventory as assets when a line item is received on a purchase order.
Purchasing +
Purchasing + Vendors
Lists all vendors for the purchase orders.
42
NETKEEPER® CRM
ISSUES
Issues + List Issues and Suggestions
Lists all issues and product bugs
Issues + Products Tracked
Lists products, versions and components tracked by the help desk
REPO RTS
Reports + Run Reports
Use this command to run the help desk reports.
Reports + List Reports and Merge Definitions
Use to add new reports
Reports + Top Requests
Compiles the top service requests and view or publish Top FAQs
UTIL ITIES
The Utilities menu contains the setup menu options for the program. Some of the
Utilities menu selections require administrative access rights to the program.
Utilities + File Maintenance
Utilities + File Maintenance + Contact Keywords
Add keywords for the contacts. For example: Training 05/08/00 or Hot Prospect
Utilities + File Maintenance + Request Queues
Use to enter the names of your service request queues. Requires Administrator rights
for access.
Utilities + File Maintenance + Outlook Merge + Import Contacts
Import data from another program
Utilities + File Maintenance + Issue Tracking + Disposition Types
Use to define disposition types such as “in house”, “outside contractor”, “hold” etc.
Utilities + File Maintenance + Issue Tracking + Issue Types
Use to define issue types such as “bug reports”, “suggestion by user”, “issue” etc.
Utilities + File Maintenance + Issue Tracking + Priority Types
Use to define the priorities for service requests for example: P1 = Immediate, P5 =
When possible
Utilities + File Maintenance + Issue Tracking + Reproduce Types
Use to define the error reproduce types such as “Always”, “By User Only” etc.
43
NETKEEPER® CRM
Utilities + File Maintenance + Issue Tracking + Resolution Types
Use to define the resolution types such as “duplicate”, “fixed”, “not a bug” etc
Utilities + File Maintenance + Issue Tracking + Status Types
Use to define the status such as “assigned”, “closed”, “new” etc
Utilities + File Maintenance + Issue Tracking + Severity Types
Use to define the severity type such as “critical”,” minor”, “normal” etc
Utilities + File Maintenance + Issue Tracking + Operating System Types
Use to define operating system types
Utilities + File Maintenance + Issue Tracking + Platform Types
Use to define the platform types
Utilities + File Maintenance + Sales Setup + Sales Stages
Use to define the sales stages for the Sales Pipeline and Busness Development console
Utilities + File Maintenance + White Board Announcements + Announcements
Use to enter new announcements for the White Board (Marquis)
Utilities + Setup Data
Requires Administrator rights for access. Requires the system administrator to set up
the program’s options such as e-mail, Internet access and user entry.
Utilities + Dialer Setup
Use to set up the automatic dialer functions of the program.
Utilities + Admin Utilities
Utilities + Admin Utilities + Purge Service Calls
Requires Administrator rights for access. Use to purge batches of service calls from
the system.
Utilities + Admin Utilities + Update Company Department Info
This procedure is generally used to update from a previous version that does not track
links from the service call or To-Do tables to the company and the department tables.
44
NETKEEPER® CRM
BUTTO NS
The Buttons on the Main Menu give you quick access to areas of the program
Access company or organization list
Add a contact
Contact list
Access the equipment list and the attached end users. This list is
automatically generated by NetKeeper Express LAN inventory.
Access groups and keywords to run reports and labels
Access your To Do list
Use the Wizard to guide you through the Call entry
Enter a new service call
Access Service Call list
Access service calls by Tech
Access SolutionsKeeper™
Send an alphanumeric page to any help desk tech from any station on your
network.
Lists pending e-mail and pager messages
45
NETKEEPER® CRM
Enter a new purchase order
Access purchase orders list
Access list company inventory
Access vendor list
Access reports
46
NETKEEPER® CRM
L IST
Click on the title to
change the sort order of
the list.
Page up
Vertical
scroll box
Page
down
Resizable columns.
Point and drag.
Lists are used to display summaries of information from forms. The screens in
NetKeeper are resizable. You can point and drag with the mouse so that the screen
displays more recorded information or minimize the screen to fit many forms and lists
on the screen.
O PERA TIO N O F THE VERTICA L SCRO L L B A R
The scroll box remains in the center of the vertical scroll bar at all times. In order to
move to the top or to the bottom of the list, use the top or bottom scroll arrows or
click on the section of the scroll bar either above or below the scroll box.
O PERA TIO N O F THE HO RIZO NTA L SCRO L L B A R
Jump
to
Move to
top of list
Page up
One down
Scroll left
Scroll box
left or right
47
NETKEEPER® CRM
M O USE O PERA TIO N
LEFT MOUSE
To select an item on the list point to the item and left mouse double click.
Click on header
to sort column
Right mouse
click to access
RIGHT MOUSE
Right mouse click within a column to access a menu of functions that pertain to the selected
column
Insert / Change / Delete
These commands have the same functions as the buttons.
Query
Use the Query command to find dates, names, service request IDs or other information in a
list. Press the insert button, to access the query criteria for the search.
Adjust All Widths
Adjusts the widths of the columns. You can also resize the column by pointing and dragging
with the mouse
48
NETKEEPER® CRM
Filter
Filters will work on some columns but not others. Use filters to set up ranges for printing
information from the selected list, for example.
Sort
Sorts the selected column
Xplore
Xplore + Move Left / Move Right
Moves the columns left or right
Xplore + Header offset
Moves the header title left or right within the selected column
Xplore + Data offset
Moves the data left or right within the selected column
Xplore + Width
Changes the width of the column
49
NETKEEPER® CRM
Xplore + Header Text
Use to changes the header text
Xplore + Data Just Left / Center / Right / Decimal
Moves the data in a column to right, left, center or decimal justification
Xplore + Hdr Just Left / Center/ Right/ Decimal
Moves the header of a column to right, left, center or decimal justification
Xplore + Resize
Changes the size of the list. You can also use the mouse to make the list larger or smaller.
Select the corner of the screen and drag.
Xplore + Border
Adds a border to the selected column
Xplore + Underline
Underlines the items in the list
Xplore + Fixed
Option only available on some lists.
Xplore + List Box
X,Y, Left, Right coordinates of the list box
Xplore + Colors
Use to change the colors of the list
50
NETKEEPER® CRM
Properties
Properties + List Box Formatter
You can change the titles and information that is listed in the list or browse box. Use
the formatter to list the fields that you want to view. A list of the available fields
displays in the box formatter. Select a new column, move it to the position that you
want and give it a title. That’s all there is to it. You can take any of fields that you
want listed for display in the browse.
Default or ALT_F12
If you do not like the result that you have created with the formatter, use ALT_F12 or press
the default button to reset the browse to its original values.
Hide Column
Hides the selected column
Default
Returns the columns to the default settings
51
NETKEEPER® CRM
Output
Output + Graph on loc:
Before you try to make a graph, use the filters to set up a range. The Graph function works
on the selected column for example: Graph on loc:full name or Graph on loc:City
Output + Print All
Prints the contents of the list
Output + Print Page
Prints the viewable page
Output + Export to ASCII (Xport CVS)
Exports data to an ASCII file. Exports to Microsoft Excel.
See Advanced Topics
Output + Export to HTML (Xport HTM)
Exports data to HTML
Unavailable Commands
Some of the options or commands are not available in some columns and appear faded out in
the command menu
FEA TURES
Resizable columns
The columns in any list can be resized. Simply point and drag with the mouse or right
mouse click to select the options for the list
Constant Highlight Bar
You can click with the mouse from one Tab to the next without losing the line that you
have previously highlighted.
Sorting
Click on the column header to sort the column. Click again on the column header to
resort the column in descending order. Note that the resorting process can take a long
time on very large files. Column titles preceded by an asterisk (*) sort almost
instantaneously. Some sorts do not include blank fields and only non-blank entries will
display. Some columns cannot be sorted.
52
NETKEEPER® CRM
BUTTO NS
A c tio n
Insert
Resu lt
Open a new data screen
Change
Update or change previously entered data
Delete
To delete an item. The corresponding data
entry screen for the listing will appear. You
must confirm that you want to delete the
item by selecting “OK”
Exit
The exit button will close the screen
SPECIA L BUTTO NS
Auto Dial
Click on this icon to dial the telephone for the highlighted item. The administrator must
set up and enable autodial before you can use the automatic dialing feature. See
Utilities for setup information
The auto-dialer function will automatically dial the telephone number(s) for the selected
contact. The auto-dialer uses your computer's com port and modem to dial the telephone.
Your telephone must be connected to your modem. You may be able to transfer the dialed
call if your modem and PBX (Private Branch Exchange phone system) supports call
transfer.
See your modem and PBX manuals for details. Some PC configurations will not support the
dialer function.
Use the Auto-Dialer
• Click the Auto-Dialer icon to display up to three available telephones.
• Select and verify the telephone you wish to dial and click OK to dial the phone.
• Pick up the phone before the wait delay times out.
You can also enter or modify the phone displayed in the VERIFY NUMBER dialog without
affecting the telephone stored in the database.
53
NETKEEPER® CRM
Open Calls Only
Check this box to view only the open calls on the service call screen.
Query
Use the query function to find a service call quickly. Create a query to display a
subset of entries.
Search
Use the search function to locate one or more records that contain specific text. You
can also search for approximate spelling if you don't remember the exact spelling. The
search function will tag the items that match your query.
This function is not available in some versions of the program.
Jump To
Type the first few letters of an entry in the current sorted column and press TAB to
jump to the closest match. No entries will be displayed if you specify an entry beyond
the last entry on the list. Enter the full four digit year when jumping to a date. To locate
7/3/97 enter 7/3/1997 or the list may try to jump to 7/3/2097.
Change the Sort Order
Change the sort order of the list by clicking on the column header. For example, select
Due Date on the header and click. When you resort a list on fields marked with a *
(native fields), the fields will sort quickly. Fields that do not have the *, will sort more
slowly depending on the number of records.
54
NETKEEPER® CRM
KEYS
A c tio n
Cursor Keys
Scroll the list
Resu lt
Page Up
Scroll up by one screen
Page Down
Scroll down by one screen
CTRL Page Down
Scroll to the last record
INS
Open a new data screen
ENTER
Open the highlighted record
DEL
Delete the highlighted record
ESC
Leave the screen
55
NETKEEPER® CRM
FO RM S
Forms are used to enter new information into the program or to update information that
was entered previously. Each item on the screen is a field.
Keys
Use the key controls to move around the screen. However, it is much easier to use a
mouse. Several keys perform special functions on the data entry screens.
ESC
Restores a modified field to its original value. If pressed again it selects the previous
entry field.
ARROWS (Cursor Keys)
Use the cursor keys to move from field to field.
TAB
The tab key can be used to move from on field to the next
DELETE
Deletes the character to the right of the cursor.
INS
In the insert mode, characters are added to existing ones.
F1
F1 is the key command for on screen help. You can also select Help from the Menu
Bar. Buttons
OK / Cancel
56
NETKEEPER® CRM
There are two buttons that are common to all data entry screens: 'OK' to accept the screen
and 'Cancel' to reject the screen. Many of the data entry screens have special buttons.
Those buttons are defined on the screens where they appear.
Tabs
Tabs are similar to pages in a book. Click on a Tab to select a “page”.
Spec ial Featu res
Ctrl_ ’
If you are entering redundant data into many forms for example inventory items from the
same manufacturer, you can reduce the amount of keying in of data by using Ctrl_’
Operation
• Select and open a form from a list that has similar information to the new form that you
want to create..
• Close the form by pressing OK.
• Open a new form
• Use Ctrl_’on the field in which you want the information from the previous form to
appear.
57
NETKEEPER® CRM
Ctrl_ S
Use Ctrl_S to change the label and the format of a field. Point the mouse at the field
and press Ctrl_S. Requires ADM rights to the program
Selects the
previous field or
the next field to the
current selected
field
You can format the field picture as a date, a number or a string. Some examples of pictures
that you can use are:
String
@S
All string pictures begin with @S.
length
Determines the number of characters in the picture format.
A string picture describes an unformatted string of a specific length.
Example:
Name
STRING(@S20)
!A 20 character string field
Numeric and currency pictures
@N
All numeric and currency pictures begin with @N.
@N9 will give a picture result: n,nnn,nnn
@N9.2 will give a picture result n,nnn.nn
Dates
@D
All date pictures begin with @D.
@D1 will give a picture result mm/dd/yy
For more information, see Pictures in Advanced Topics
User Defined Fields
Most forms have User Defined Fields that the Administrator can set up to track
information that otherwise would not be available in the program. Use Ctrl_S to open
the selected User Defined Field.
58
NETKEEPER® CRM
O PERA TIO NS - INTRO DUCTIO N
NetKeeper CRM has three major functions: to record service calls, to solve the service
call and to develop business opportunities. NetKeeper CRM is designed for quick case
entry and for the centralization of all information required to track, prioritize service
calls and to track customer data. NetKeeper will assist you in supporting users of your
products and services.
The General Operations section includes instructions on how to run certain tasks in
NETKEEPER CRM
So m e featu res to lo o k fo r:
• Options See Utilities on the Menu Bar. Set up the options that you want to use
on your help desk. Each call center is different. Try to select the options that are
the most suitable for your organizational requirements.
• Try the Wizard for quick call entry
• Enter some names and company data in the Contact list. To import contact data
from another program, see your SQL server manual. Selecting a caller name for the
service call will be almost instantaneous if you use the lookups.
• Enter some problem requests and solutions in the SolutionsKeeper knowledge tree.
You will be able to solve calls more quickly by looking up the solutions. You can
also rate the solutions
• Look up previous calls from the reporting user right on the service call screen.
• Use the To-Do list to record work orders and to remind you of upcoming events
• Send an e-mail or pager message
• Make a purchase order and record received items to inventory and assign to end
users.
• Set up your Groups. Try some keywords and groupings. You can use groups for
many purposes: training groups, mailing groups, etc.
59
NETKEEPER® CRM
L ET’S STA RT THE PROGRA M
Click on this icon
to start NetKeeper
L o g In
• Enter your Initials and Password
• Click Login or press Enter
You now have access to the Main Menu. The system Administrator is responsible for
setting up your user rights to the program. If there are sections of the program that you
cannot access, talk to the Administrator.
NetKeeper is very versatile and can be used for different types of support. The
program can be used for Contact Management, Internal Support and External Support,
LAN Inventory and Purchasing.
L o g Out
• Select File + Exit
• Exit Windows
60
NETKEEPER® CRM
SERVICE CA L L S
Trac k Servic e Calls – L istServic e Calls
There are no more lost or misplaced service calls. NetKeeper CRM will record all your
service calls. NetKeeper’s speed will let you track even simple calls and makes it
practical to record all calls.
Technicians can pick up their assigned work orders by selecting Service Calls by
Tech or Service Calls by Queues.
.
Technicians can access the caller’s record by selecting the Change Button to view the
Service Call record.
61
NETKEEPER® CRM
View the Servic e Call
NetKeeper Captain CRM automatically records when
the case was opened, closed and last changed. The
total time open is also recorded in days, hours and
minutes. The time stamps as well as any field in the
database are available for reports.
Unlimited notes, unlimited
solutions, unlimited reporting
users and unlimited work
orders relating to call, all on
one screen.
User or client request area
Press the ellipsis button to
select a request. This will
call up SolutionsKeeper©.
You can solve the call
immediately by using
SolutionsKeeper or select a
service request definition for
the service technician.
You will find everything you need for the successful functioning of the help desk.
NetKeeper CRM will keep track of service calls, service solutions, follow-ups, time and
charge back information, purchase orders, service contracts and lease information and
many other items that make a successful help desk. From the service call screen, you
can quickly enter any type of service call.
62
NETKEEPER® CRM
Start a New Servic e Call
Select an organization or
department
Select New Service
Call from Service
Calls on the Menu
Bar
Use the Wizard to
enter a service call.
The Wizard will
lead you through
the call entry.
Select a Contact name, access
the Service call form from the
Contact information form
Rec eive a Call
When a call is received, you will open a new Service Call form either by selecting a contact
name and entering the service call or by selecting the service call form directly from the
Main Menu. Once entered the call is listed as an open service call and assigned to a tech or a
queue.
O pen a new Servic e Call
There are various routes in the program that you can take to access the Service Call
form. The route that you decide to use depends on the type service offered by your
support center. The methods to open a call are:
Click on the Service Call icon
This is the direct route to the Service Call form.
or
Click on the Wizard icon.
The Wizard leads you through the call step by step.
63
NETKEEPER® CRM
Enter a Sim ple Servic e Call - Cu sto m er Su ppo rt
Press the top
ellipsis button to
select the company,
name and address
of the caller or the
caller name and
department –see
Tiers in Setup
Options
Enter a few letters of the
contact’s last name and
double click the mouse.
NetKeeper will find and
fill in the contact
information.
There a various ways to enter a service call. The following shows you the basic operation
of the Service Call form for Customer Support.
You can record and solve the incoming call while the caller is on the telephone or you can
create and forward a work order to a tech or a service queue. For very simple calls, just
recording the problem may be enough. The Service Call form makes it unnecessary to leave
the screen to access information for the call.
Enter the servic e c all
• Open a New Service Call or use the Wizard
• Select the name of the caller from the attached lookup list.
Open a Contact information form, select the Service Call tab and enter the call.
The program will automatically fill in the contact information on the Service Call
form.
or
• Select a Company or Department
The administrator can select Call History to display the history of the company,
department or contact. Some service desks, especially while servicing high employee
turnover clients, need to display the call history for the entire Company or Department,
rather than the call history for the user.
See Utilities|Options|Tier Setup
Support Other Sites and Departments
If your support center services organizations with various sites or departments, you
may want to enter the service call from the Organization list. Choose the organization
or department and the contact for the department. If the contact name is not important,
enter a generic title such as End User. However, we highly recommend that you
capture the name of the reporting user if you are charging for your services. It is not
64
NETKEEPER® CRM
uncommon for Accounting Departments to demand the names of callers when they
dispute the amount of support time given by your organization. You can view all the
service calls for the organization or department from either list.
Note: NetKeeper is a 3 tier system. You can change the titles of the tiers and the
selection criteria for the address field: Organization, Company and Contact. See
Setup Options
The Service Call form is the main data entry screen of NetKeeper CRM. The Service
Call form is your “command center”. All the information required to service a call is
available on the Service Call screen. You can access information such as LAN
inventory, PC configuration information, previous cases and even your own databases.
You do not have to leave the Service Call screen to access the information.
• If the name is not listed, you can enter the user information on the fly. Make sure
to enter the user information in the contact list so that it will be available the next
time the end user calls or
• Use the Speedword feature to look up and enter the name quickly
See Speedwords
• Enter a service request or select a standard request from SolutionsKeeper (found by
pressing the ellipsis button next to Request on the Service Call Screen). Look up
the solutions attached to the request in SolutionsKeeper.
See Solve a Service Call with SolutionsKeeper
NetKeeper allows the rapid entry of service calls by using lookup lists. Use the ellipsis
button (...) found next to address, to look up the company or and the program will fill
in the name and location information, automatically. In order to make effective use of
the lookups, enter the names of your prospective reporting users when you install and
set up the help desk program.
See Contacts and Company Lists on the Main Menu
65
NETKEEPER® CRM
A ssign the Call
If you cannot solve the request immediately, assign the service call to a service queue or
a technician
• Assign a priority to the call.
• Select the type service call, for example software, hardware, TV maintenance etc.
• Click the OK button to save the case
That’s all there is to it! NetKeeper CRM has been busy behind the scenes timing your
call. NetKeeper has also saved the name of the tech who entered the call and time
stamped the call. The call is now listed in the Service Call list. Technicians can select
to view only their assigned calls or view the entire list of Open and Closed Calls
66
NETKEEPER® CRM
Use the W izard
You can select the Wizard to enter a new service call or you can use the service call
form. The result will be the same. The Wizard will guide you through the call step
by step. Upon completion, you will have all the information filled in on the service
call form. You may find it an easy way to fill in the caller’s information while on the
phone.
• Select the Wizard from the Menu Bar.
• Enter the name of the caller or select a name from one of the lists connected to the
ellipsis button
• Enter the reason the user is calling or click on the ellipsis button to pick a request
from SolutionsKeeper. You can solve the request most likely by using
SolutionsKeeper.
While you can simply enter the caller’s name directly on the service call form, it is
always better to select the reporting user name from the lookup list. If the caller is not
in the list, you should take a moment to enter the caller’s name and other information as
a New Contact.
You cannot view the call history or the equipment history for the caller if you have
entered the name directly on the service call screen. The caller information only links
through the contact list.
Once you have finished all the entries, you will have the completed service call form.
You can add notes and To Do’s and more information to complete the call if necessary.
67
NETKEEPER® CRM
Enter a Sim ple Servic e Call - Internal L AN Su ppo rt
Press the second ellipsis button
to select the reporting user
Select a request from
SolutionsKeeper
The way that you enter a service call depends on how you have set up the call center. The
following shows you the basic operation of the Service Call form for Internal LAN Support.
See Options and Case Studies
The program is just as easy to use for internal LAN support. Select the second ellipsis
button under Address. You will open the LAN inventory list. Select the caller’s name
from the list. This will link the LAN inventory (automatically collected and updated by
NetKeeper) to the Service Call screen.
Once you have selected a name
from LAN inventory, the inventory
data will be available on the service
call screen (see Inventory Tab) the
next time the caller requests
service. The LAN inventory data
will be updated automatically by
NetKeeper every time you do an
audit.
NetKeeper tracks the assigned LAN assets across your entire enterprise. No matter how
often the assets are transferred, the complete asset history follows its assigned owner.
68
NETKEEPER® CRM
L AN INVENTO RY (o ptio nal)
Have Co m plete Info rm atio n Even W hen the Statio n is Do w n
Real Tim e Integratio n W ith M IS Invento ry
Fully integrated PC inventory data You can view, enter
or modify data. Available data includes configuration
history, location history, installed hardware, installed
software, financial and lease information. You can view
this data even if the user’s station is not working. You
can view this data for any PC on file.
This is the configuration
history data. View current
and previous versions of
AUTOEXEC.BAT,
CONFIG.SYS and other
files.
Actual text from the
AUTOEXEC.BAT file
NetKeeper Help Desk
Captain provides quick
access to information to
help you quickly close
cases.
You have at your finger tips the AUTOEXEC.BAT, CONFIG.SYS and other
configuration files for all the PC’s on your entire system including portables and standalone. NetKeeper makes this information available to all your Help Desk personnel.
Even better, it does this in real time without your having to copy or merge data.
All the inventory information tracked by NetKeeper LAN inventory (NetKeeper
Express) is available in real time (no need to import the data) right on your service call
screen. Because all the information resides in a database, it is available even if the
user’s PC is down. You can call up the configuration history for the PC, making it easy
to re-install the original setup. Only NetKeeper lets you know what the
AUTOEXEC.BAT file looked like when the PC was first installed.
69
NETKEEPER® CRM
NetKeeper gives you access to all the inventoried information and changes in the system
as changes occur. When you select the reporting user for the service call, the program
will automatically fill in the inventory and client and company information. The
NetKeeper system also tracks financial and lease data, location information and history.
Note: You can import LAN inventory software program data from other LAN inventory
programs into NetKeeper. However, it will only be as current as the date of your last
inventory.
.
70
NETKEEPER® CRM
Speedw o rds and A u to L o o ku ps
The Address field on the Service request form has special features to help you speed
call entry. These features will retrieve contact information based on any text contained
in the first tier of the contact's record. For example, you can look up a contact by
telephone or name or the contents of a user defined field.
See Setup|Tier Setup
Speedw o rds
Place the cursor in the Address field and enter a word or two into the address field and
double click on the field or press (Ctrl+F9). The program will search the contact or
LAN database and retrieve the contact information. If more that one match is found, the
program will display a list of the search results.
Double clicking on an empty Address field will display a search dialog where you can
define searches that are more advanced.
Text searc h o f the c o ntac t info rm atio n
Place the cursor in the address field and press the F9 function key. You can also enter a
word or two and press Ctrl+F9 to make and approximate match search. This is useful
to retrieve contacts without knowledge of the exact spelling.
The Address Field L o o ku p
The Service Call Address field can originate from several sources:
• The attached lookup buttons. The top button displays data from the contact or
organization lists and the lower button displays data from the LAN inventory list.
Select an entry and click the SELECT button.
Address field
Lookup Buttons
• Speedword search
• Freehand. Type the name and address of the user if the call is just a one time
occurrence and the caller’s name is not important to save.
See Building the Address field in Utilities|Options
Note Once you enter freehand information in the address field, the program will
automatically parse the first line of the address information into the first name and last
name fields in the database. These entries are not displayed in the program contact or
organization lists but are available for reporting and sorting purposes.
71
NETKEEPER® CRM
L O O KUPS
Help Desk Personnel search for information almost as often as writing service tickets.
While entering a call, you may need to check the user’s PC configuration or which
programs they have installed. NetKeeper CRM puts this information (and lots more)
just a mouse click away. You also can define additional links into knowledge bases or
even your own in-house databases. You can access all this information from the service
call screen.
FIEL D L O O KUPS
Use the field lookups to quickly enter information into a field.
You can complete an entry by selecting from a standard list for the field. Once you
have entered data into the field lookup lists, you can fill forms very quickly. Your help
desk will be able to enter and update calls in seconds.
72
NETKEEPER® CRM
Servic e Call Prio rities
NetKeeper
automatically
enters a predefined priority
PRIO RITIES BY CO NTA CT, CO M PANY OR SERVICE REQUEST
The priority field on the Service Request Screen reflects the urgency of the service request to
the help desk. The priority field will be automatically entered when you select a request, a
company, a department or a contact. The program will always enter the highest pre-defined
priority level. . You can pre-define the contact and company priorities as defaults to be
used for the service call. You can also automate the priority escalation and ticket
assignments with NetKeeper Supervisor, an add-on module for the program.
See NetKeeper Supervisor
So m e Exam ples o fthe A u to m atic Prio rity Selec tio n
1. If you select John from your contact list and John’s default priority is level 6 (below
average), the program will enter a level 6 into the priority field. Next, select “Server Down”
as the service request from SolutionsKeeper. The default priority for “Server Down” is a
level 2 (very high). The program will override the initial level 6 priority with the more urgent
level 2 priority, regardless of which entry you initially look up. The program will always
record the more urgent priority.
2. The automatic priority setting is also useful when you want to assign temporarily a
higher-level priority to a client. Let’s use ACME fireworks as an example. The company has
five departments and 50 employees in all. Originally, you assigned different priorities to
each department and even to each employee. For now, you want to assign a priority 3 (high)
as the minimum priority for all calls from ACME while they test your new products.
73
NETKEEPER® CRM
Change the Prio rity fo rthe O rganizatio n
To change the priority for the organization or company, select from the Main Menu
Contacts|Organization|Company|Change Company Record. Change the Company priority
to 3.
Since NetKeeper always records the highest priority on the select chain, all calls from
ACME Fireworks will be logged with at least a priority 3 regardless of the default priority
of the individual employees. However, if individuals within ACME Fireworks have even
higher default priorities, NetKeeper will still log the request with the higher priory. This is a
very useful feature to automatically assign the correct priority to each service request
without your help desk personnel having to keep complex notes about assigning priorities.
74
NETKEEPER® CRM
Servic e Call Fields
Service Call Information (General)
The initials of the Support person entering the call appear automatically in the upper left
corner of the screen.
Entered
The program will enter the date and time automatically.
Changed
After the call has been entered, any time that the service call form is reopened and
closed.
Closed
Once the Service call has been completed , press the Close button
Call Number
The service call numbering that appears in the top left corner is sequential and
automatic
Address / Telephone
When you select a contact or company, NetKeeper will fill all the pertinent information
about the customer including the default priority, the past call history, the assigned assets
etc.
75
NETKEEPER® CRM
Request
The request should be selected from SolutionsKeeper so that NetKeeper can track
the service requests and generate the automatic Top FAQs for access on the LAN or
on the Internet.
Queue
Service calls can also be assigned to queues instead of technicians or can be assigned to
both.
Press the Queue button to access a list of queues.
See Utilities| to define your queues
Item
Select the name of the product and the version from a list of common products for quick
lookups.
Telephone
When you select a contact name, NetKeeper will automatically enter the contact telephone
number.
Due Date / Time
Select the date, by using the NetKeeper calendar attached to the field.
Press the button to the right of the field to access the calendar.
Press the button to the left of the field to enter the default date and time calculated by the
program.
See Utilities
User Defined
There are User Defined fields on various forms in the program so that you can add new
fields to your form. You can also change or hide any of the other fields on the form.
See Ctrl_S
Urgency
The help desk staff can determine the urgency if the request as the call is received.
See Utilities to define the urgency selections
76
NETKEEPER® CRM
Assign To
Pressing the Lookup button will bring up a list of techs.
See Utilities|Setup
Priority
You can set up default priorities in NetKeeper for each contact and for different problem
types or assign a new priority to the service call.
See Utilities|Setup to define the priorities
Escalated
You can manually escalate the call if it has remained in the queue too long or you can
automate the escalation by using NetKeeper Supervisor.
Type
You can define the Request Types in Setup Options.
Status
As the tech works on the call, the status of the call can be updated
77
NETKEEPER® CRM
TA B S
At the top bottom of the Service Call form there is a very unique screen that lists many
different items about the service call. The Tabs allow you to enter and change the
information displayed in the list box and to view all the notes and solutions that have
been attached to the service call.
Run attachment
Add new item
Delete
Change
User Call Histo ry
After you have entered the reporting user and the request you can look up the reporting
user call history and the request history if data is available. To display the User Call
History click on the USER CALL HISTORY Tab. All calls for the user (including the
current one) will be displayed.
Requ est Histo ry
To display the Request History, click on the REQUEST HISTORY Tab. All calls that
reference the same request will be listed.
No tes, Reso lu tio ns, So lu tio ns, To -Do s
You can add notes, resolutions and solutions that you used to solve the problem to the call.
NetKeeper has a free form note pad area to view, modify or add notes. To add a note to the
service call, select the Notes Tab. The first line of the note will appear in the list box at the
bottom of the Service Call form. You are not limited to short descriptions when entering a
service call request. NetKeeper will time stamp your entry. You can add an unlimited
number of notes. Many times a service call needs more than standard descriptions to
explain the service request.
The solutions that you have chosen in SolutionsKeeper will appear automatically in the
browse box. You can also add your own solutions.
In many organizations, it is necessary to add resolution notes and information about how the
call was completed before the call can be closed.
One service call can generate many different “to do” items. You can add reminders or add
information to the call for a technician to complete. The first line of the item will appear on
the service call. You can add many “to do” items to the call.
78
NETKEEPER® CRM
A ttac h.(A ttac hm ents)
You can attach documents, files and URLs from other programs.
To attach a file, open Windows Explorer and select the file. Use the mouse to drag the file to
the Attachments screen. The Add a New File screen will open. Fill in the requested
information. You can also open the form by selecting the Add button.
79
NETKEEPER® CRM
TA B S - M A IN, USER DEFINED, INVENTO RY, A SSET ITEM S, FEEDB A CK
User Defined
The Administrator can define the fields and titles for each one of the User Defined fields.
Some of the fields have lookups attached. You can use the defined fields and lookups to
enhance and customize your help desk.
Invento ry
The inventory is the LAN inventory from NetKeeper Express.
A ssetItem s
Assets that have been assigned to the contact from purchasing will appear on the service call
form for the contact. The complete history of the asset in the company is included. The
description of the asset item, serial number and the date that it was placed in operation are
included.
As purchase orders are received, the line items become company assets. The assets then are
assigned to the end users (contacts). When you select a contact name for the service call,
NetKeeper displays the asset information for the contact.
80
NETKEEPER® CRM
Feedbac k
Once the call has been completed, you can find out what the caller thought of the service
offered by the help desk staff. There are three indices: Tech Knowledge, Timeliness and
Overall Satisfaction. The ratio of the three is calculated by NetKeeper. Use the statistics to
improve the service that your help desk provides.
Chargeback
Use to control department expenses. The chargeback expenses include, time, parts and
labor.
First Response
The program displays the date and time that the technician opens the assigned call for
the first time.
User Closed Stamp
End users logged in to the WEB portal can close their own calls if they have resolved
the problem themselves and no longer require service. The program displays the date
and time that the call was closed and can closed the call on the help desk.
Case Time
The program automatically calculates the case time. You can set the NetKeeper time
stamp clock to calculate the work day hours and omit weekends.
See Utilities|Setup|Priority Data
81
NETKEEPER® CRM
BUTTO NS
There are some buttons that are unique to the service call form
Displays the asset history for the selected Item.
Spell checker
Dial the contact
See Utilities for the dialer setup
82
NETKEEPER® CRM
Servic e Call M enu
Some of the displayed menu selections on the Menu Bar change according to the screen
that is open. There are selections for the Service Call form that are not available on the
Main Menu. You can access these menu items while entering the service call.
Histo ry
NetKeeper gives you complete information to solve the call.
User Call Histo ry
Displays the previous call history for the selected contact so that you can give the
contact the type support necessary to solve the request. You can customize this
selection to display all the previous calls of the contact’s department or the contact’s
company.
See Utilities
Requ est Histo ry
Lists all the previously used solutions for the same request that are logged in
NetKeeper.
A sset Histo ry
Lists all the previous calls that pertain to the item selected in the service request.
HelpDesk L o g
83
NETKEEPER® CRM
A log of the service calls in the system.
Reno tify Tec h
Re-pages the assigned technician. This process can be automated by using NetKeeper
Help Desk Supervisor.
HelpDesk L o g
A log of all the service calls in the system. The log can be purged, however, it is best
to maintain the log for a long period of time in order to have accurate statistics.
84
NETKEEPER® CRM
So lve Servic e Calls as They O c c u r w ith So lu tio nsKeeper™
Use FastFind to
retrieve data
quickly.
Highlight and
select a request.
Copyright 1995 - 2002 - Multima Corporation - All rights reserved worldwide
The objective of any help desk system is to solve user requests as quickly and as
efficiently as possible. First level personnel should be able to handle all but the most
complicated calls. By using NetKeeper’s unique SolutionsKeeper™ feature, the
knowledge tree that will grow more useful the more that it is used, you will be able to
resolve many service calls and problems as you enter the call. The more calls that you
solve immediately means the more efficiently your help desk will function.
SolutionsKeeper’s unique design allows you to retrieve a vast amount of information
quickly. The SolutionsKeeper screen consists of four lists on one screen. There is no
need to call up one screen after another to retrieve the necessary information to solve a
service call request. From the Service Call screen, you select the ellipsis button located
next to the request field in order to access the SolutionsKeeper.
SolutionsKeeper will automatically save each solution that was applied to a request.
The same solution can be attached to several requests. Once you have selected a
solution for the call, you can rate its effectiveness. You can change the rating at any
time. By rating the solutions, you are effortlessly teaching SolutionsKeeper your
knowledge and creating a useful knowledge base for the help desk.
The solutions are listed so that the most often used or most highly rated solutions
appear at the top of the list. The more you use SolutionsKeeper, the more pertinent
and valuable the solutions and information in it will become for your company.
You can select a standard request from the request list. SolutionsKeeper will list the
most likely solutions for the request and automatically link them to the call. In this way,
you can give the reporting user the information needed to solve the service call problem,
immediately. SolutionsKeeper will automatically learn each solution that was applied
to a request.
85
NETKEEPER® CRM
Requ est
Select a request from the request list and view all the solutions for the request
• Click on the ellipsis button next to
Request on the Service Call screen to
open the SolutionsKeeper screen.
• Select a request (or problem
description)
• Highlight your selection
• Press Select
The solutions are listed on the service call screen and become part of the call.
To See M o re Requ est Data
(+) The icon next to a request signifies that there are attached sub-topics for the
request.
• Highlight the icon box and click with the mouse. The related request sub-topics
will display.
• Highlight the request topic or sub-topic that defines your request. The solutions for
the topic will display on the right side if the screen.
Desc riptio n o f Requ est
As you highlight a Request, available descriptions of the request will appear in the
Description of Request box at the bottom of the screen. To add to the description or
enter a new description, select Insert.
When you select a Request for the Service Call, the description will also be selected
and appear on the Service Call screen.
86
NETKEEPER® CRM
So lu tio ns
Lists of all the solutions are in the system are displayed in a tree. The system will
automatically create a matching Category/ Sub Category in the Solutions tree for every
corresponding entry in the Requests tree. The most highly rated solutions appear at the
top of the list. The more you use SolutionsKeeper, the more pertinent and valuable the
solutions and information in it will become for your company.
There is an icon next to each solution, for example a face, a floppy disk, a piece of
paper. The icons tell you where each solution was found.
• The face means that a user or a staff member gave the solution.
• The piece of paper means that it was found in a book or article.
• Musical note - Audio clip
• Camera - Video clip
Note
Each solution should apply to one problem only. If the request requires more than one
solution, enter more solutions. Keep each solution to the point.
Once you have entered a solution, you can rate the solution for its effectiveness in
solving the request by highlighting and right mouse clicking on the solution. Select
“Rate the Solution” and enter the rating.
Note
A solution can be used for multiple requests and can have different ratings for each
request.
87
NETKEEPER® CRM
Enter M o re Su b-to pic s Under a Requ est
• Select Insert to enter sub-topics into the request list.
• Fill in the fields and the tree connection data.
To Add Co m m ents
As a solution is highlighted, the related comments for the selected item appear in the
comment box on screen. Add more comments by selecting Insert . The comments do
not include the solution’s main body of text that can be printed and sent to the reporting
user. The comments are available for the help desk staff, only.
Some examples of comments are:
• This solution only applies if the user works in the Accounting office
• Refer to such and such solution
• Do not use this solution on Cow computers
88
NETKEEPER® CRM
Find a Requ esto r a So lu tio n w ith FastSearc h
In many data retrieval systems, several search processes are necessary to find the correct
data, but not in NetKeeper. The FastSearch button allows you to search through a list
quickly and easily making efficient use of disk space. FastSearch can perform multiple
word searches.
FastSearch is a text retrieval system. NetKeeper CRM saves data in order to make use
of it at a later date. In many data retrieval systems, several search processes are
necessary to find the correct data. The Start a New Search button connects to
FastSearch and allows you to search through various files quickly to easily make
efficient use of disk space. FastSearch can perform multiple word searches. This
means that the system checks for several search words within fixed limits. Within
every file, a single word search can be performed.
Try “FastSearch”. Enter the key words that you want to find. A list of all items that
contain the entered key words will appear. To view one of the retrieved records, press
Select. The FastSearch function appears on many of the tables (lists) in all NetKeeper
programs.
FastSearch is a very powerful keyword search capability of the program that allows
you to quickly search out your request.
Note
In some NetKeeper programs, FastSearch is called FastFind. Both have the same
functionality.
89
NETKEEPER® CRM
To start a searc h:
• Click on the START NEW SEARCH button or press ALT_R.
• Fill in the search criteria. You can enter up to four words or phrases as search
criteria. For example, if you enter the words “help” and “user”, all the requests
that contain the words will be selected.
L im itatio ns
•
•
•
•
90
FastSearch can not search for dates (FastSearch can search telephone numbers)
FastSearch does not search for empty search words
FastSearch does not search for deleted records
FastSearch can only be interrupted by using the ESC Key once the search has been
initiated
NETKEEPER® CRM
Setu pSo lu tio nsKeeper™
ENTER A NEW CA TEG O RY
• Highlight and select the Standard Requests Tab.
• Use the mouse to click on the Insert button or press ALT_I.
• Enter the name for the new category and click on OK to save the screen.
ENTER A SUB -CA TEG O RY
• Highlight the category that requires a sub-category and press ALT_I or click on the
Insert button or right mouse click on the highlighted category.
• Enter the name for the new sub-category and click on the OK button.
To view the information, you can press Ctrl+RightArrow or click on the Plus icon (+).
Once you have entered a category and a sub-category, you can enter a request.
Note:
The keyboard commands, CTRL+RightArrow opens one level of the tree. CTRL+left
arrow closes one level of the tree.
ENTER A REQUEST AND A TTA CH
IT TO A
SUB CA TEG O RY
• Highlight the sub category and press ALT_I or right mouse click.
• Enter the request form’s data and click on OK to save the data.
91
NETKEEPER® CRM
ADD A SOL UTIO N TO THE REQUEST
•
•
•
•
Highlight the Request
Select the Suggestions Tab on the Solutions side of the screen
Press ALT_I or right mouse click on the suggested solution
You can also click on the Insert button
Note
Each solution should apply to one problem only. If the request requires more than one
solution, enter more solutions. Keep each solution to the point.
Once you have entered a solution, the user can rate the solution for its effectiveness in
solving the request.
Note
A solution can be used for multiple requests and can have different ratings for each
request.
92
NETKEEPER® CRM
RA TE THE SO L UTIO N
The same solution can be used for different requests. A solution may rate very highly
for one request and not be very useful for a different service request. You can rate the
solution with each type of service request.
• Highlight a Request in the Request list.
• Right mouse click on the Solution to be rated from the Suggestions list.
• Select ATTACH TO REQUEST.
• Enter the Solution’s rating and click on OK.
You can also detach the solution in a similar way by selecting DETACH FROM
REQUEST.
Note
On the Solutions list, the rating changes and the icon changes color to green. The green
icon, for example the green book icon, indicates that the solution has been rated (at
least once) for the request. If you re-attach the solution with a different rating, the
rating will be a weighted average of the two. The solution rating can change over time
and will reflect its relative usefulness.
You can attach as many different solutions as needed to any one request. A solution
can be shared by as many requests as applicable and the same solution can have
different ratings for different requests.
93
NETKEEPER® CRM
ADD AN ATTA CHM ENT TO THE SO L UTIO N
• Right mouse click on the solution and select INSERT ATTACHMENT.
• Enter the object type. The type of object that you select will determine the fields
that you will fill. Fields that are not required for the selected object type will be
grayed out.
• Select the name of the person entering the attachment.
• Enter a description of the entry. The description will appear on the list next to the
icon for the object type.
• You can also enter a comment. The comment field will be displayed under the
solutions list.
• Enter the full file name if you are attaching an external object such as a text,
picture, video or audio. You can access a file list to select the external object by
pressing the ellipsis button.
Type o f A ttac hm ents
Text
The text attachment will add text in an external text file to the solution. You can attach
a memo from the manufacturer for example.
Note
The text of the file is not incorporated into the attachment. Only a reference is made to
the external text file.
Pic tu re
94
NETKEEPER® CRM
A picture can be displayed in many digital picture formats (though color will not
always be exact). You only have to select the name of the picture file.
Some useful types of pictures are:
A u dio
Attach a WAV type audio clip. This will allow the help desk to play audio
clips such as recorded comments.
Video Clip
Attach a AVI type video clip. This will allow you to play back a video clip
with sound.
95
NETKEEPER® CRM
ADD A DIRECT REFERENCE TO A URL , DO CUM ENT O R DA TA FIL E
SolutionsKeeper solution attachments can directly reference a URL (Universal Resource
Locator) or a word-processor file, spreadsheet file or data file.
• Click the “Red Cross” icon to open SolutionsKeeper.
• Select and highlight the request that references the solution or use the FIND
SOLUTIONS or ALL SOLUTIONS tab to locate the solution
• Left mouse click on the solution to select and highlight the solution
Note: Make sure you left-mouse click on the solution to select the solution. If the solution is
selected correctly, the text of the solution will be displayed in the SOLUTION TEXT box.
• Right-mouse click on the solution to display a pop-up menu
• Select "Insert Attachment"
• Select the object type COMMENT to attach a document associated with a program
(such as a URL or Word document). See below for further explanation.
• Enter your first and last name to record who attached this document
• Fill DESCRIPTION and COMMENT as desired.
• Enter the document's full file name or use the lookup button to locate the document
• Click VIEW/PLAY to verify that the document can be displayed correctly.
96
NETKEEPER® CRM
Abo u tA sso c iated Do c u m ents
You can attach a document that requires a specific program to display the document, for
example, a Microsoft Word document or a URL. When you view or play an associated
document, the program will request Windows to run the associated program to load the
requested document. Use a COMMENT attachment to attach associated documents. Enter
the document's full file name or use the lookup button to locate the document.
To c hec k if a file is asso c iated w ith a pro gram
• Open Windows Explorer (or Windows File Manager)
• Locate the file
• Double-click on the file
Windows will automatically open the document if the document is associated with a
program. Otherwise, Windows will prompt you for the name of the associated program.
PRINT SO L UTIO N
You can print the solution and fax it to the reporting user. You can e-mail the solution
to the user if you have connected NetKeeper e-mail software to the help desk.
97
NETKEEPER® CRM
A ssign the Call
A ssign the Call to a Tec h o r to a Qu eu e
Service calls and work orders are initiated on the Service Call form. Each technician
can pick up the assigned service calls by selecting Service Calls|Service Calls by Tech
or Service Calls|Service Calls by Queue.
Co lo r Co ding
The service calls are color coded so that it is easy to see which calls are overdue (red),
due today (yellow), due tomorrow (green) or have no due date (blue).
The Service Call List shows all the open and closed calls in the system. You can view
only the open calls by selecting the Open Calls Only box at the top of the screen.
In order to keep a complete record of the help desk activity, only the Administrator can
delete calls from the list.
The help desk staff assigns the calls that cannot be solved immediately to queues or to
technicians. The assignment is automatic if NetKeeper Help Desk Supervisor is in
operation.
98
NETKEEPER® CRM
Page a Tec h
You can send an alphanumeric page to any help desk tech from any station on your network.
You do not need a modem at your workstation to send the page.
Must be set up by Administrator. See Utilities
SEND A M ESSAGE
1. Click on the Page a Tech icon or select PAGE A TECH from the Service Calls
menu.
2.
3.
4.
5.
Click the TO button
Select the recipient tech
Enter the subject and the message
Click SEND
See Comm Requests for a list of the communication requests
99
NETKEEPER® CRM
Co m m Requ ests – Co m m u nic atio ns Requ ests
NetKeeper E-Mail Server and alphanumeric Paging Server will check for new Service
and you have enabled e-mail and paging.
These can be messages that the help desk staff have generated as alpha numeric pages
or e-mail while entering service calls into the help desk.
View / Delete
To view paged messages, open Comm Requests. The list is useful when it becomes
necessary to delete a request (either e-mail or pager) because it is not getting through.
You can view the whole message and tell if it was an e-mail or pager message
100
NETKEEPER® CRM
L istSu per Cases
The Super Case is a managerial tool to organize and track related requests, people, tasks
and resources. The SC is very useful when tracking complex cases or cases where multiple
sources of information as well as old or new, closed or open requests need to be tracked
together.
Use Examples
1- A new elevator system was installed in the company’s new headquarters. The new
electronic control malfunctions often. Several tickets have been opened and the
manufacturer notified via automatic e-mail. The building and plant manager ask that
all requests be tracked together. To track all the requests, open a super case and
drag and drop all the pertinent requests into the new super case. You also drag and
drop all the correspondence and add all the people involved in the case. Now the
manager has complete control of the case and can easily manage a solution to the
elevator problem.
2- XYZ Widgets produced defective widgets and received several service requests in
the last 10 months because the Widgets did not operate properly. XYZ Widgets’
distributor started a dispute and several letters, contracts and drawings are
exchanged. Several managers, administrators and lawyers are involved in the
dispute. To track all the events, notes and documents, open a super case and drag
and drop all the pertinent cases from the customer’s history. You also add links to
all the correspondence, invoices and drawings so the documents can be reviewed at
any time. Network rights prevent unauthorized users from opening confidential
documents. You even make links to several WEB sites where additional information
can be found. The production manager now has a clear view of all the information
required to assess the situation and find a solution to the problem.
The super case does not replace the individual case history, which is also available. The
super case enables the grouping of related information from the NetKeeper database or
other sources. The Super Case also groups all staff, customer contacts, external parties
and events that are related to the case. The Super Case tracks each person’s involvement
or function in the context of the Super Case. The same staff person or company contact
101
NETKEEPER® CRM
can be associated with more than one Super Case and the same request can be
associated to multiple super cases.
Servic e the Call
Retrieving Calls
The technicians can retrieve service requests from Service Calls by Tech or Service
Calls by Queue. The calls are listed by priority or due date, date entered or by any
other field listed on the list simply by clicking on the title.
Co lo r Co ding
The service calls are color coded so that it is easy to see which calls are overdue (red),
due today (yellow), due tomorrow (green) or have no due date (blue).
Servic ing the Call
While servicing the call, the technicians have access to many information sources such
as NetKeeper LAN inventory for the reporting user or for the whole network, previous
call history, notes, SolutionsKeeper, CD-ROM data or other network management
utilities
Reno tify Tec h
To renotify a tech of a service call, select Service Calls|Renotify Tech from the Menu
Bar at the top of the Service Call Screen.
Renotifying a tech is automatic if NetKeeper Help Desk Supervisor is in operation.
102
NETKEEPER® CRM
Co m plete a Call - Feedbac k
B u ild M eaningfu l Statistic s o f User Satisfac tio n, First Respo nse Tim e and Tec h
Ho u rs and Parts Co sts
The program averages user
satisfaction. Use this ratio
to calculate your help desk’s
efficiency. Non zero entries
will be automatically
averaged
Automatically calculates
the case time. See
Utilities to define time
ranges.
End users using the internet
portal can close their own
calls.
First Response Time
The first time that the tech opens
and responds to the request
User Satisfac tio n
Track how well your clients and users rate your Help Desk. Record timeliness (promptness
of service), technical competence and overall rating (users are not always consistent). The
system averages the ratings for you. Use the results to create service quality reports that will
let you know what others think of the service you and your staff provide. You may find that
you need more staff or perhaps more training for either the help desk staff or the callers.
Many times your most irate callers are those who need more training in order to fully
understand and use your product. NetKeeper has three indices: Tech knowledge, timeliness
and overall satisfaction. The average of the three indices is computed automatically by
NetKeeper.
103
NETKEEPER® CRM
Charge Bac k
All the costs related to the service that you have provided are entered here. You can use the
information for internal accounting or to charge a client. You can keep track of the hours
worked, the cost of labor and the cost of any materials used to complete the job.
FirstRespo nse
The first time that the tech opens the service call and services the request will be
automatically time stamped. NetKeeper automatically calculates the time open. You
can manually change or enter a new time if necessary. Once the call has been
completed and feedback information has been collected, you will also want to print
reports containing the feedback information.
104
NETKEEPER® CRM
CO NTA CTS
It is important to have your contact list and company lists entered in NetKeeper before you
place the program in operation. You will use the contact information while entering service
calls. Having the contact information in the program in advance speeds up call entry.
105
NETKEEPER® CRM
O rganizatio n & Co ntac tL ists
To enter contact names
with no company
affilliation, use the
Contact List.
O rganizatio n L ist
The Company List is comprised of customers, prospective customers and all the
companies supported by your organization. You can add any number of contact names
to a listed company. Enter the company name, the department first then the contact
information. Each contact name can have a different address, different site information
and phone number.
If you use the Company List for call center operations, you will appreciate the
program’s easy access to the contact information. You can also view all the service
calls, resolutions, etc for a company or for a department within a company. You have a
complete history of all the service activities for every organization that you service.
106
NETKEEPER® CRM
Add Co ntac t Nam es and L ink To Co m panies
You can add contact data from the Main Menu.
• Select Organizations to enter the name of the company that
you will support.
• Press Insert for the data screen
Add a description to help you identify
the company.
Once you have entered the company name, enter the contact information.
NetKeeper lets you attach an unlimited number of contact names and addresses to the same
company.
107
NETKEEPER® CRM
Co ntac tInfo rm atio n
Select a company
for the contact or
detach contact from
the company.
Use keywords to
define contact
See Groups and
Keywords
Use to copy the
name and address
to a Word or other
document
The help desk uses the Contact form to access information about the customer for support.
The Sale’s and Marketing staffs use the contact information to for sale’s leads. If you have
accessed the contact data from the Company list, the company name is already filled in. To
attach the contact to a different company, press the Company button.
Note
You must enter a last name for the contact. The program will not accept the data without a
last name.
Fields
Most of the fields on the contact form need no explanation.
Lead Source/ Type
The Lead source can be used track the sale’s lead or the account referral.
Priority
Select the priority to be used for service for this contact. When the contact name is selected
for the service call, the contact’s pre-defined priority will be entered in the call.
No E-mail
Check to eliminate the contact’s e-mail address from mass e-mailings. NetKeeper can be
set to do mass e-mailings to contacts.
See Groups
108
NETKEEPER® CRM
Bu tto ns
Displays company’s WEB site
Enter the company WEB site address in the Organization form.
Send e-mail to the contact
Telephone the contact
See Dialer Setup in Utilities
Copy the contact name and address to use in a Word document for
example.
Tabs - 1
Pro file 1
Profile 1 is the opening screen and contains the most pertinent information about the contact
such as name, title, company, address, telephone numbers and e-mail address.
It also contains information for the sales and marketing staff such as assistant, reports to,
lead source and type.
Pro file 2
A continuation of profile 1 to add more information about the contact
The Administrator can define the User Defined fields.
See Ctrl_S
The Administrator defines the titles
and the field formats for the User
Defined fields.
The Owner of the account is
the sale’s representative
assigned to the account.
The tech can be pre-assigned to a
contact for all service requests
109
NETKEEPER® CRM
Groups
Assign the contact to a group or groups. Groups are used for training, for mass mail or email campaigns, for library assignments and for many other purposes
See Groups
W EB A c c ess and GPS
Enter telephone and email address for the
contact
The contacts web
access password and
login
Password
The password that the contact will use to access NetKeeper Internet End User portal to enter
and follow the progress of service calls and to access SolutionsKeeper for self-service
The password requires Adm rights to the program to enter or change
GPS Coordinates
Sales staff can use the coordinates with their GPS systems when traveling to visit the
contact.
WEB Login
The e-mail address is usually used to log in to the WEB portal. An alternate name can be
used in place of the e-mail address.
WEB ID
The IP address
110
NETKEEPER® CRM
L istBo x Tabs
No tes, To -Do s
Add notes or To-Dos to the contact form. Assign the To-Dos to others in your
organization.
Servic e Calls
A list of all the service calls made by the contact. Select Change to view or update the
service call.
A ssets
Attach the assets that will require service and support to the contact
A ttac hm ents
Select file to
attach
Attach files, pictures etc from other programs. There are two methods that can be used
to bring attachments into NetKeeper: The first method:
• Select the Attachments Tab
• Open Windows Explorer
• Select the file
• Drag the file with the mouse over the List Box
• Select the Object Type on the Attachment form
111
NETKEEPER® CRM
If you select Link, the attachment will be available on the web. If you select Comment,
the attachment will not be available on the web.
• Add a description of the contents of the file
• Press OK
The second method is almost the same
• Select the Attachments Tab
• Press Insert
• Select the Object Type
• Add a description of the contents of the file
• Press the button beside the file name field to find the file
• Press OK
M ail
View the mail messages for the contact
O ppo rtu nities
Business opportunities that have been generated for the contact
See Business Opportunities
A ppo intm ents
Appointments and meetings with the contact.
See Appointments
112
NETKEEPER® CRM
Keyw o rds & Gro u ps fo r Training, M ail and E m ail c am paigns,
L ibrary A ssignm ents and M o re
By using the Keywords and groups screen, you will be able to sort your contacts for
mailings, follow-up calls, training and many other uses. You can define any number of
keywords and groups for each contact at any time. You can update and change the
keywords and groupings from the service call screen on the fly. You can assign
contacts to any number of groups, for example, assign a contact to a training group
such as training in printer operation, or a group that meets on Thursdays or assign the
contact the use of a special machine or assign the contact to all of the groups.
You can make mailing lists that are different for each group for example: a mailing for
the press or for recent purchasers of you product. You define the keywords and groups
to fit your organization’s needs. This form is very flexible and will give you top-notch
contact management.
Uses o f Gro u ps
• Mailing lists - Follow-up mailing - one month, or information on NetKeeper CRM
• Training Schedules - for example: Group for Win NT basics to meet with Mary
Jones at 10 AM, Group Win NT Advanced to meet at 2PM (by using groups and
keywords)) you can define the members of each group
You can group one or more contacts in to a "GROUP". Contact groups can be used to
send mailers, process orders, identify important clients or for any other purpose where
you need to group one or more contacts for a specific purpose. You can define as many
groups as you need and a contact can be a member of several groups.
See Contact Groups to define Groups and Keywords
113
NETKEEPER® CRM
Co ntac tGro u ps
Define a new gro u p
1. Click on the Contact Groups icon or select CONTACT GROUPS from the
Contacts menu
2. Press INSERT under the group list
3. Enter the group description and any notes to identify this group.
4. Optionally enter (or select) one or more keywords that will identify members of
this group.
5. Click OK to save the new group
Add m em bers to a gro u p
Manually from the Group Profile Screen
Contacts menu
2. Highlight the group to which you want to add members
3. Click INSERT under the Contacts In Group list
4. Select a new member
Manually from the Contact Screen
1. Click the List Contacts icon or select Contacts List from the CONTACTS
menu.
2. Highlight a contact and click CHANGE
3. Select tab 4-Keywords and Groups
4. Click INSERT under Group
5. Highlight and Select a Group
114
NETKEEPER® CRM
Automatically from the Group Profile Screen
Contacts menu
2. Highlight the group to which you want to add members
3. Click BUILD GROUP
4. Enter (or modify) the keywords that will identify the group. For example to
select members that run Windows NT and UNIX, select the NT and UNIX
keywords. (You previously had assigned the keywords to the contacts)
5. You can also select the members by entering your selection criteria by clicking
on the SELECTION CRITERIA button then follow the QBE (query by
example) Wizard. This method will let you select members base on multiple and
complex criteria.
6. Click REBUILD GROUP to clear the all existing members and add the new
members. Click ADD TO GROUP to keep the current members and add the
newly selected members.
Gro u pA c tio ns
A group action will perform an action on every member of a group. Actions available
include reports, e-mail and adding or deleting keywords.
Defining New Group Actions
Contacts menu
2. Highlight a Group
3. Click the Process Action List button
4. Click INSERT
5. Enter the Group Action data
Running a Group Action
Contacts menu
2. Highlight a Group
3. Click the Process Action List button
4. Highlight a Group Action
5. Click the Run Action button
Note:
The program will request confirmation that the report printed OK (if one was
specified). Do not respond YES unless the report actually printed correctly. After the
confirmation, the Group Action may clear group members or add or delete keywords.
Group Action Fields
General Tab / Description
Group Action description. Example Gold Support Members or New Customers
115
NETKEEPER® CRM
Add Note
Check this box to add a note logging the group action to the contact record.
Clear Group
Remove all group members (but not the group) after running this action
Add Keywords / Clear Keywords
Add the specified keywords to each member of the group
Clear the specified keywords from each member of the group
Report Tab
Run Report Check this box to run the report for all group members.
Preview Report
Check this box to preview the report on screen before (or instead) printing the report.
Report Definition
Enter the Report Label and Report Library name to define which report you want to
run. The reports are created with the Report Writer and must follow the design
guidelines for reports called from Group Actions
E-mail Tab
Send e-mail to all Group Members. Check this box to send e-mail to all group
members.
Use First Name Only / Use Full Name
Check this box to use only the Contact's first name to address the e-mail. /
Check this box to use the full Contact’s name to address the e-mail
Subject
Subject of the e-mail
Use Internet Mail
Check this box to force the NetKeeper Comm Server to send the e-mail via the Internet.
This is useful if you have two mail systems.
Internet Mail -- From address
From address for the e-mail
Internet Mail - Mail Server
SMTP mail server name. Example mail.myisp.com
E-mail Text Tab
Enter the text of the e-mail to be sent.
116
NETKEEPER® CRM
EXA M PL ES O F HOW TO CO NFIGURE GRO UP A CTIO NS
Print a L ist o f all m em bers in a gro u p
This example uses the ContactsGroup report in the NKCAPR1.TXR standard report
library. Use the report as is of you can use this report as a basis to create your own
group list.
1. Create a new Group Action
2. Fields:
Description: List Group Members
Add Note: NOT checked
Clear Group: NOT checked
Add Keywords: NOT checked
Clear Keywords: NOT checked
Run Report: Checked
Preview Report: Checked
Report Label: ContactsGroup
Report Library: nkcapr1.txr
Send e-m ail to all gro u p m em bers
This example assumes that you created a group called E-MAIL NEWSLETTER and
that you have added members to this group.
1. Create a new Group Action
2. Fields :
Description: e-mail list for monthly newsletter
Add Note: checked
Clear Group: NOT checked
Add Keywords: NOT checked
Clear Keywords: NOT checked
Run Report: NOT Checked
Send e-mail to all group members: Checked
Use Full Name: Checked
Subject: Newsletter
Use Internet mail: Checked
From address: [email protected]
Mail server: mail.myisp.com
e-mail text: Text of e-mail
117
NETKEEPER® CRM
Keyw o rds
Using the Keywords and groups screen, you will be able to sort your contacts for
mailings, follow-up calls, training and many other uses. You can define any number of
keywords and groups for each contact at any time. You can update and change the
keywords and groupings from the service call screen on the fly. You can assign
contacts to any number of groups, for example, assign a contact to a training group
such as training in printer operation, or a group that meets on Thursdays or assign the
contact the use of a special machine or assign the contact to all of the groups.
You can make mailing lists that are different for each group for example: a mailing for
the press or for recent purchasers of you product. You define the keywords and groups
to fit your organizations needs. This form is very flexible and will give you top-notch
contact management.
How To
• Open the list for groups or keywords. You should make a list of standard groups
and keywords
• Select the keywords and groups to attach to the contact name
It’s that easy! When it is time to do the January mailing or the Thursday training
class, you will have a list of all those who have been assigned to the group.
Use Keywords
To define the customer type, for example internal support, accounting department,
external support, product maintenance, no service contract or with service contract etc.
118
NETKEEPER® CRM
To -Do ’s and Yo u r To -Do ’s
Color coded due
dates show items
that are due,
overdue or pending.
Contact Information
appears here.
When you have many calls coming in during the day, you will find it very handy to be
able to add reminders for yourself right on the service call screen. The tasks that have
been assigned to someone else will not appear in your To Do list. They will display in
the assigned person’s list. As you enter a call, you can add To Do tasks on the service
call screen or you can enter To-Do’s directly into the To-Do list. These are reminders
of things to do such as service requests, work orders, updates to be sent. follow up call
to be made etc. Later, you can retrieve the To Do list from the Main Menu bar.
Color coded due dates show items that are due, overdue or pending. The dates will appear in
colors: yellow - today’s date, green - pending, red - overdue and blue - no assigned date.
The Administrator has access to the whole To-Do list.
Change the So rt O rder
You can change the sort order of the To-Do list so that you can group your To-Do’s,
for example: select Type. The type To-Do’s can be e-mail, work orders, calls etc. You
can define the type To-Do’s in program Options. By sorting by Type, you can do all
your e-mails at once or all your calls at one time
The “To Do” list that you see consists of your own reminders. Each member of the staff
has a separate list.
119
NETKEEPER® CRM
The To-Do form shows the initials of
the person entering the request and
the date entered and last changed.
Date/Time Due
NetKeeper will automatically calculate the due date
See Utilities
Queue
You can assign the To-Do to a work queue and to a technician
Contact
The end user or the customer
Project
To-Dos can be part of a project
Estimated Time
The estimated time that it should take to complete the To-Do
Percent Completed
As the To-Do is worked on, the percent can be determined
Status
The status can be Hold, In Progress, Completed for example
You can change the status options in Utilities.
120
NETKEEPER® CRM
Yo u r A ppo intm ents
Links to contact data
The Administrator sets up
the User Defined fields.
The Your Appointments list displays the appointments by date and importance that
you or others with access to the program have entered for you.
The Appointment Data screen allows you enter detailed information about the
appointment.
Contact
Select the contact name from the attached Contact list so that all the contact data
recorded in the program links to the appointment.
Attachments
Open Windows Explorer, select the file and use the mouse to drag the file to
Attachments.
Select the contact for the appointment from the contact list so that you can access all
the contact data recorded in NetKeeper such as address, phone numbers etc
121
NETKEEPER® CRM
Enter GPS coordinates
Reminder links to sound file
So u nd Rem inder
Enter the number of minutes in advance of the appointment that you would like to
receive a reminder.
Rem inder So u nd File
Attach a sound file such as a .wav file
122
NETKEEPER® CRM
BIZ DEVEL O PM ENT
Bu siness Develo pm ent
The sales and management teams use the Business Development options to create and
follow sales leads and turn them into sales.
Today, all members of the team sales, support and management must be able to stay in
constant communication with one another. The ability to share data among members is
crucial. NetKeeper CRM and NetKeeper Internet extend the reach of the sale’s team to
include inside and remote users and business contacts. The sale’s staff is never out of
touch with the company.
NetKeeper provides a complete picture of sales activities for the Business Development
team. With NetKeeper, the staff can target prospects, generate leads, create and
execute marketing campaigns, manage opportunities and contacts, anticipate customer
needs and save time.
The next logical next step for the traditional help desk/CRM center is to move to incorporate
more customer marketing and sales capabilities for the development of Business
opportunities. NetKeeper enables organizations not only to provide superior CRM services
but also to support business development opportunities. NetKeeper creates a closed loop
seamless flow of information from customer service and support to business development,
marketing and sales.
123
NETKEEPER® CRM
The BDM Co nso le (B u siness Develo pm entM anagem ent)
Trac k and m aintain all info rm atio n su rro u nding sales and bu siness
o ppo rtu nities.
The Management and Sales staff uses the Business Development Console to centralize
all the activities necessary to develop and maintain a business. The sale’s staff has
access on one screen to all the information necessary to develop sales from leads,
appointments, new opportunities and “to dos”.
The help desk is the front end of an organization. Often the call center staff is the first
to become aware of potential problems, customer feedback and business and sale’s
opportunities. It is important to relay the information gathered by the help desk staff
to the Business Management team.
NetKeeper empowers staff at every level with up-to-the-minute information and in-depth
customer and product knowledge for quick and accurate problem resolution and greater
sales and marketing opportunities. The program provides an innovative and practical BDC
(Business Development Console) that keeps all the resources necessary to run an effective
business in one program and on one screen. Business opportunities, contacts, sales leads,
appointments, follow-ups, customer service and support histories as well as WEB links,
screen captures, documents and other important items are all easy to access. NetKeeper
unites business development, customer relations and support all in one program.
124
NETKEEPER® CRM
O peratio n
The BDM Console consists of six lists on one screen. The BDM Console unites all the
information needed to manage business activities. Each staff member has individual
access to only his/her assigned information.
The lists on the BDM Console function the same as any other lists in the program.
Place the mouse on a selection. Right mouse click to open the operation menu.
See Lists in the General Operations for more information.
A ppo intm ents
View appointments for today only or all your appointment
To -Do s
To-Dos entered by you or by others for you from the contact form or the service call
form.
O ppo rtu nities
Recorded sales opportunities from Business Opportunities that have been assigned to
you.
Im po rtantItem s
Important items from Appointments, To-Dos, Notes, Opportunities or Attachments
Keep the most important items in this list as a way to quickly retrieve them.
•
•
•
•
To add an item to the Important Items list:
Select an item from any of the other lists on the screen
Drag the item with the mouse to the Important Items list.
Right mouse click to view.
A ttac hm ents
Open Windows Explorer to select a file. Use the mouse to drag the file into the
Attachments list in the NetKeeper BDM console. You can attach items such as Word
documents, Excel spreadsheets, Video clips
125
NETKEEPER® CRM
W o rldw ide Data Replic atio n
Stay in c o nstantc o m m u nic atio n w ith headqu arters
NetKeeper Internet Tech and Sales* portal extends the boundaries of the company’s staff to
include inside, mobile and remote users. NetKeeper allows your staff to easily synchronize
laptop and remote data via the Internet.
An important feature found in NetKeeper CRM is its ability to support worldwide data
replication. Business professionals and support staff have access to all program data on
portable computers or hand-helds even when they are not connected to the main database.
NetKeeper enables professionals to continue working while at a customer site or when there
are no connections available to the corporate WAN or WEB. Staff can continue working
anywhere at any time.
See your SQL manual for information on data replication
* Add on module Request information from Multima Corporation or your favorite
reseller.
126
NETKEEPER® CRM
Sales Pipeline
Trac k the Statu s o f Yo u r Sales Pipeline
The Sales Pipeline gives the sales staff and management an overview of the sales process
from beginning to end. It helps them visualize the actions that have been taken and need to
be taken to close the sale. Sales leads are less likely to fall through the cracks. It is an
important tool for the development of sales and should be monitored closely. The entire
sales process becomes more effective. The Sales Pipeline helps qualify leads and saves the
field reps from wasting time with client meetings that are much less likely to generate
revenue. A well-managed, dedicated sales development team can keep your sales pipeline
full of highly qualified leads. Highlight the amount of new business that started with a sales
development call. The Sales Pipeline displays all sales opportunities grouped by sales
stage. Each column represents a different stage. You can define the stages for your
organization. See Utilities|File Maintenance
The screen header indicates the total number of sales opportunities and the type of filtering
enabled. The column headers indicate the number of sales opportunities for the Sales Stage
and the name of the Sales Stage.
The Sales Opportunities are sorted alphabetically within each column. Double clicking on
any item displays the Sales Opportunity detail.
!
The exclamation icon next to the display name indicates that the Opportunity is more
important. The icon is controlled by the “Is Important” check box in the Opportunity Data
screen.
127
NETKEEPER® CRM
Filtering
By default the screen displays all Opportunities.
To limit the list to Opportunities for just one BizDev person:
• Check the “Filter by Initials” check box
• Enter the user’s initials
• Click REFRESH
Print the Screen data
Right mouse click on the screen
Select Output
Select Print All
Send the data to an Excel spreadsheet
Right mouse click on the screen
Select Output
Select Export to ASCII
See Advanced Topics
128
NETKEEPER® CRM
B u siness O ppo rtu nities
A ssign and Develo pL eads
The technical, sales and management staff can enter Business Opportunities as they
occur. Often help desk staff and field technicians become aware of a prospective sales
and leads or customer concerns and potential problems while servicing the customer.
Sales staff and Management can enter prospective sales leads as they update their
customer contact files.
The opportunity will display on the Sale’s Pipeline screen when you select the stage of
development for the opportunity for example: new, evaluating, purchasing.
Opportunity
The opportunity is the product or service that you want to offer to the prospective
customer.
Type / Stage
Determine the type sales opportunity and the stage of the sale. You may want to define
the opportunity as small, medium or large to indicate the size of the business or the size
of the potential sale or to define the type sale for example to a dealer or VAR.
The Administrator defines and sets up the selections for the drop boxes.
129
NETKEEPER® CRM
Company
The company selection links to the Contact list. Select the company from the list so
that all the information about the customer such as address, phones etc are linked. If
you enter the company name directly on the Business Opportunity form, you will not
have it linked to the Organization and Contact forms and lists.
Owner
The account owner can access assigned business opportunities on the BDM Console.
An account owner must have access rights to the program that have been set up by the
Administrator.
Important
Check this box if you want to note it as important on the Opportunities list.
Probability
This is your best guess that the customer will make a purchase. Some leads are
stronger than others. You want to qualify your leads in order to pay the most attention
to your most probable sales candidates.
Account Type/ Industry Type
The account and industry types help define your customer.
Amount
Potential amount of sale
Actual Amount
The actual amount derived from this sale
130
NETKEEPER® CRM
QE (Qu ic k Entry)B u siness O ps
The Sales staff will appreciate the QE screen. Information can be entered or updated
quickly and “on the fly” in the office or from remote locations using the Internet. This
is most convenient for entering information while on the road.
Ch. (Change) Line
Highlight a line.
Select Ch. Form. You can quickly change any displayed information on the line.
Ins. (Insert Line)
Select Ins. Line to quickly enter information into the line.
Ins. (Insert) Form / Ch. (Change) Form
To open the Business Opportunity form select either “Ins. Form” for a new form or
“Change Form” to update an existing form.
131
NETKEEPER® CRM
NDA (No n Disc lo su re A greem ents)L ist
In the normal course of business, sooner or later your organization will have to disclose
product development and ideas to other companies or persons. Without adequate legal
protection, you run the risk of having those ideas freely taken from you and exploited by
others.
You will need to have signed and recorded non-disclosure agreements, often referred to as
confidentiality agreements or NDAs.
The agreement must be submitted to and signed by the party to whom you intend to make
disclosure (the recipient) before you make any disclosures. Therefore, it is important to
record the date the agreement is signed and received and to keep track of the dates.
132
NETKEEPER® CRM
TO O L S
133
NETKEEPER® CRM
W hite B o ard (M essage B o ard)Anno u nc em ents
Announcements for the staff will appear on the main screen of the program.
Announcements can be used to remind the staff of pending meetings or of new product
releases.
Make an announcement
To make an announcement for display on the white board, you must have administrative
rights to the program.
• Select Utilities|File Maintenance|White Board Announcements
• Select Insert
• Fill in the form
• Check the Important box if you want the announcement to scroll at the top of
the white board
• Select Tools|Announcements to run the announcements
134
NETKEEPER® CRM
Servic e Requ est Tem plates
Select Tools|Service Request Templates from the Main Menu.
The service desk can keep a “notepad” of the most frequently asked service requests
open on the main screen at all times. Instead of looking up the request and solution in
SolutionsKeeper, the help desk staff can “drag and drop” a request from the Service
Request Templates into the Request area on the service call form. This is a great time
saver for the help desk staff. The solutions that pertain to the chosen request are also
automatically entered in the service call also.
In order to add a request and it solutions into Service Request Templates, check the
Template box on the Service Call form. You should select completed calls that are
redundant and that usually have the same solution.
See Advanced Topics
Check Template
135
NETKEEPER® CRM
136
NETKEEPER® CRM
PURCHASE O RDERS
NetKeeper CRM has a complete purchase order system. You can make purchase
orders, print purchase orders either with the included form or on your own pre printed
form, control receipts and record and assign items to end users.
137
NETKEEPER® CRM
Create and Trac k Pu rc hase O rders
Keep list of vendors
for easy entry
Unlimited line items
Select items from
NetKeeper’s
electronic catalog.
Allows sale’s tax of up
to four digits.
Automatic movement of
received items to
inventory (even partial
receipts)
You can record default “Bill To” and “Ship To” address in the program’s Setup
Options - a great time saver if you are generating a large number of purchase orders.
Add many notes and comments to the purchase order. You are not limited. Comments
will print on the purchase order. Use notes for internal information.
Creating purchase orders has never been easier. The purchase order screen looks like a
standard purchase order form. NetKeeper allows the entry of unlimited line items in
each purchase order. The purchase order form links to inventory and will move
receipts to inventory automatically. Record receipts, even partial receipts with the press
of a button.
Inventory recording is automatic if you selected items from the catalog when you made
the purchase order. If you made a purchase order without selecting recorded items, you
will have to enter them into the catalog when they are received.
138
NETKEEPER® CRM
To Fill in a Pu rc hase O rder Fo rm
• Select a name from the attached list or enter a name
• Enter all other required information
• Select the Add a New Line Item button next to the line items box
Open or reopen a line item
on the purchase order or
delete a line.
• Press the Item Number button
• Select an item from the catalog
Important
Inventory recording is automatic if you selected items from the catalog when you made
the purchase order. If you made a purchase order without selecting recorded items, the
item will not move to inventory automatically and you will not be able to assign the
asset to an end user.
It is very important to take the time initially to enter the item in the Catalog.
139
NETKEEPER® CRM
Press the Item Number
button to select an item
from the NetKeeper
electronic catalog.
• Enter the quantity and price if not already recorded
• Select the Bill To and Ship To addresses Tab. You can set defaults for Bill To and
Ship To addresses. See SetUp Options
Tip
If you enter the wrong quantity, you will have to enter a negative number to correct the
entry. For example: if you entered a 5 instead of a 1, correct the entry by entering a 4.
You can set default Bill To
and Ship To address.
See Setup Options.
140
NETKEEPER® CRM
• Return to the purchase order form
• Add comments and notes - comments can be attached to each line
• Press OK
NetKeeper will fill in the Manufacturer’s part number, cost and description and
calculate the extended cost for you. Continue to add as many line items as you need for
your purchase order.
• Enter Tax and shipping charges. You can enter the sale’s tax or you can set a default
value in Options.
• The total for the purchase order is calculated by NetKeeper
• Press the Print PO button.
That’s all there is to it. You can use the purchase order form in the program or print to
your own purchase order form.
PO Co m m ents
The comments will not be included on the purchase order when printed. If you would like
the comments printed on the purchase order, you can modify the purchase order form using
the custom report writer.
No tes
The notes that you enter here will not print on the purchase order. They are for internal
use only.
141
NETKEEPER® CRM
Enter a New Item in the Catalo g W hile M aking a Pu rc hase O rder
•
•
•
•
Select Add a New Line Item button
Select Item Number button to open the Catalog
Press Insert to fill in the information about the item
Press Select Catalog Item
Press the Item Number
button to select an item
from the NetKeeper
electronic catalog or to add
a new item to the catalog.
142
NETKEEPER® CRM
Rec eive L ine Item s
As items are received, you can record them on the purchase order form. Receipts can be
partial or complete. Select either button.
Partial receipt
Enter the quantity received
Press Receive Item to
transfer to inventory.
The receipts are also recorded in the company inventory as assets (if you selected the
item from the item catalog when you made the purchase order). With very little effort,
you can manage inventory and purchase orders using NetKeeper.
Note
Items must be listed in the catalog in order to be automatically received in inventory as
an asset.
143
NETKEEPER® CRM
Invento ry
Add and Find - Using the Catalo g
Items in the catalog
that can be purchased
for the company
Company assets
Items that have been
acquired by the
company
You can view the company catalog of vendors and items that are approved for purchase
at your site. Once the item is acquired, it becomes an asset and is assigned to the
purchaser or employee.
Select Inventory on the Main Menu or access the inventory from
the purchase order screen and use the list of items to fill in a
purchase order.
M o vem ent o f Invento ry is A u to m atic
NetKeeper makes inventory movement from purchase order receipts to inventory
automatic. If you select items recorded in the catalog when you are filling in a purchase
order (the inventory list is attached the purchase order screen for easy access), the items
will automatically be moved to inventory as they are received on the purchase order.
You can then assign each received item as an asset to the end user.
144
NETKEEPER® CRM
DEFINITIO NS O F TERM S
The inventory screens use three terms throughout. It is important to understand these
terms in order to understand how inventory functions in NetKeeper.
Catalog
The catalog lists all the items that have been approved for purchase for the company.
Item
An item listed in the catalog
Asset
An asset is an item that has been purchased or otherwise acquired by the company.
To update or enter a new item in the list, select Change or Insert. You can make a
master list of catalog items including manufacturer’s Universal Product Code (UPC),
cost and description.
145
NETKEEPER® CRM
Once an item has been received, it becomes an asset. An asset number, bar code ID,
leasing and service information and more can be assigned.
If you have previously entered the item description in the catalog, the movement from
the purchase order is automatic.
A ssign the A sset to L AN Invento ry
Select the LAN Link button to open the LAN inventory equipment list. Highlight the
name or equipment and press select.
A ssign the A sset to a Co ntac t Nam e.
You can assign the asset on the Asset form (Main Menu->Purchasing->Inventory>Catalog/Assets->Change Asset Form.
Select the Assign To button and select a contact name.
146
NETKEEPER® CRM
ISSUES
NetKeeper CRM includes the facility for the staff to track issues and product “bugs”.
As issues are entered, the product development team or the management team can react
to solve the issues quickly.
147
NETKEEPER® CRM
L istIssu es and Su ggestio ns
Issues, suggestions improvements and ideas reported by the staff are listed as they
occur. Issues are not service calls or work orders. The issues list is a convenient way
for the staff and management to communicate other issues that have occurred in the
workday.
148
NETKEEPER® CRM
Issu e Trac king Data
In order to access some of the fields that have drop boxes, the Administrator must have
previously defined them. See Utilities|File Maintenance|Issue Tracking.
If you cannot find the definition you need in the drop box, inform the Administrator so
that the definition can be added as a selection.
149
NETKEEPER® CRM
Pro du c t
Select the product or issue. If the product is not listed in the drop box, open the
Products Tracked list (Issues|Products Tracked) and add the product.
The version, components and modules are all listed separately since a product can have
many versions and components on the market at the same time.
150
NETKEEPER® CRM
REPO RTS
NetKeeper includes Standard Reports. You must install the Crystal Report Writer in
order to run the Standard Reports.
See your Seagate Crystal Report Writer for information on how to run the reports.
See also Advanced Topics
151
NETKEEPER® CRM
Printa Servic e Call, a Pu rc hase O rder and M o re
You can print the service call or a purchase order by pressing the Print button on the entry
form.
NetKeeper CRM includes standard reports. You can also make custom reports by using the
Crystal Report Writer.
CO PY, CUT & PA STE
You can use the Windows functions: copy, cut and paste to move text from the note areas
throughout the program into Window’s documents.
ADD CO M PANY L O G O
You can also add your company’s logo to the purchase order form.
Steps to add a custom logo to replace the "Your Logo" picture on the default purchase order
form:
1. Create a BMP (bit map) format graphic version of your company logo. Most paint
programs will create a .bmp format graphic.
2. Name the bmp file YLOGO1.BMP
3. Copy the bmp file to your NetKeeper directory. The standard PO form (POform1 in
the NKCAPR1.TXR report library) will automatically display the logo.
152
NETKEEPER® CRM
REPO RTS
Requires Crystal Report Writer or other compatible custom report writer
Crystal Report
Enter the name of your report
Repo rtO ptio ns
Preview Report
Select to preview the report in NetKeeper
Send to Printer
Select to send the report to the printer
Export to a File
Export to a file
File
Enter the export file name
153
NETKEEPER® CRM
TO P REQUESTS (FAQs - To p1 0 Frequ ently A sked Qu estio ns)
NetKeeper’s SolutionsKeeper automatically compiles the top requests into your help
desk. You can compile the top 10 (or top 100) requests to a printed report, to a graph
or to WEB pages. The WEB pages can then be posted on your intranet or on the
Internet that end users and the staff have access the requests and solutions.
The Top 10 Requests Report will scan all service requests (or a range of service
requests) to compile the top requests report. Requests that were not selected from
SolutionsKeeper when a service call is entered are considered "miscellaneous requests"
since they are not linked to a standard request.
CO M PIL E YO UR TO P REQUESTS TO A REPO RT
1.
2.
3.
4.
5.
Click REPORTS on the main menu top bar.
Click TOP REQUESTS
Select REPORT in the Reporting mode box
Optionally select a date range to limit the service requests that will be scanned.
Use the Request box options to select which requests you want to include in the
report.
6. Select TOP 10 to display only the 10 most requested actions. Select TOP X to
enter number of top requests you need or select ALL to rank all requests into
the help desk.
7. Optionally, check Ignore Miscellaneous so that requests not selected from
SolutionsKeeper are not considered.
8. Click the START button to generate the report. You may preview the report or
send it directly to the printer.
CO M PIL E YO UR TO P REQUESTS TO A REPO RT AND GRA PH THE RESUL TS
1. Define the top 10 requests report as above
2. Check the CREATE GRAPH check box.
3. Click the START button to generate the report.
154
NETKEEPER® CRM
Note
You may preview the report or send it directly to the printer. Once the report prints the
program will display the matching graph. The printed reports include the titles to the
charted requests. The full description of the requests is not included in the graphs
because the descriptions are generally too long.
CO M PIL E YO UR TO P REQUESTS TO A REPO RT AND CREA TE W EB PAGES TO
PUBL ISH REQUESTS AND SO L UTIO NS
The program will automatically create WEB (html formatted) pages that you can
publish on your intranet or Internet. The program will generate a page with your top
requests and will also generate the pages required to list all suggested solutions to the
request as well as the solution detail. The request and solution data is retrieved from
your SolutionsKeeper database.
The pages will be generated to the HTML subdirectory.
1- Define the top 10 request report as above
2- Check the GENERATE WEB PAGES check box in the CREATE WEB PAGES box
3- Optionally check the END USER RELEASE ONLY box. Checking this box will
withhold requests and solutions that have been flagged as "Do not release to end users".
See SolutionsKeeper|Insert a Standard Request
WARNING:
Double-check the generated pages to insure that you (or the program) have not released
proprietary or confidential information into the WEB pages.
4- Click the START button to generate the report. You may preview the report or send
it directly to the printer. Once the report prints the program will generate the WEB
pages to the HTML subdirectory. .Note: If you don't want to print the report, just
preview and cancel the report. The program will still generate the WEB pages
155
NETKEEPER® CRM
W EB PAGES
The program can automatically generate WEB pages for important functions, such as
TOP 10 Requests. The WEB pages are placed in the HTML subdirectory of the
directory (folder) where you installed NetKeeper. The resulting WEB pages can be
copied to your WEB site and published to your intranet users or to the entire world.
The generated WEB pages use standard v3 HTML and should operate correctly in
virtually any modern WEB browser. A person with reasonable HTML (the language of
most WEB pages) knowledge can modify the generated WEB pages or the template files
to match your existing WEB pages.
TEST THE GENERA TED W EB PAGES
You can review the generated WEB pages on your PC if your PC includes a registered
WEB browser.
To test the pages:
1-. Generate the WEB pages. The WEB pages will be placed in the HTML
subdirectory. For example, if you installed your NetKeeper Help Desk product in
m:\nk\captain then the WEB pages will be generated in m:\nk\captain\html
2- Open Windows Explorer and navigate to the html subdirectory to list the generated
WEB pages.
3- Find the file Nkfaq.htm and double click the file.
4- your browser will now display the Top Requests List. Click on the hyperlinks (blue
underlined items) to navigate to the other pages that NetKeeper generated for you.
PUBL ISH THE GENERA TED PAGES O N YO UR L AN
1-. Generate the WEB pages. The WEB pages will be placed in the HTML
subdirectory. For example, if you installed your NetKeeper Help Desk product in
m:\nk\captain then the WEB pages will be generated in m:\nk\captain\html
2- Share your HTML subdirectory so other users can access this subdirectory (folder).
3- Send an e-mail to all your users and attach a shortcut to the Nkfaq.htm file.
4- Your end-user now access the Nkfaq.htm WEB page by clicking on the shortcut you
sent them.
Note: Your end user's PC must include a browser.
Note: You can also make the HELPDESK.EXE program available to allow your LAN
users to enter and track service requests.
156
NETKEEPER® CRM
PUBL ISH THE GENERA TED PAGES O N YO UR W EB SITE O R INTRANET
1- Generate the WEB pages. The WEB pages will be placed in the HTML subdirectory.
For example, if you installed your NetKeeper Help Desk product in m:\nk\captain then
the WEB pages will be generated in m:\nk\captain\html
2- Copy all the files in the html subdirectory to your WEB site.
3. Add a hyperlink to your home page to the nkfaq.htm file.
Note: You can also use NetKeeper Internet (a separate program) to give your end users
live access to the help desk. Using NetKeeper Internet you end-users can enter and
track service requests and consult your SolutionsKeeper knowledgebase.
M O DIFY THE GENERA TED W EB PAGES
You can use any HTML or WEB editor to modify the WEB pages generated by
NetKeeper.
You can also change the templates that NetKeeper uses to generate the WEB pages.
You may, for example, add your WEB site's navigation bars or add links to other areas
in your WEB site.
Note
To make changes to the html pages you must know how the html language works.
HTML (hyper text markup language) books and editors are available at retail and mail
orders stores.
All pages generated by NetKeeper use a header template and a footer template so you
can easily modify the format of the pages generated by NetKeeper.
• Templates for the Top 10 Request list page:
Header: nkfaqh1.htm
Footer: nkfaqf1.htm
• Templates for the Solutions List page:
Header: nkfaqh2.htm
Footer: nkfaqf2.htm
• Templates for the Solutions List page:
Header: nkfaqh3.htm
Footer: nkfaqf3.htm
Important
Save the original files before changing the templates!
Note:
Backups of the templates and gif(picture) files are installed in the bkhtml subdirectory
157
NETKEEPER® CRM
GRA PHS
An easy way to track the top service requests to your help desk is to make a graph.
Select Reports|Top Requests
CREA TE A GRA PH
Check Create Graph
Insert the date range - From date and To date
Select the request range Top 10, Top 20 etc or all
Select Ignore Miscellaneous unless you want everything entered in SolutionsKeeper
M O DIFY THE W A Y GRA PHS A RE DISPL A YED AND PRINTED.
To modify the appearance or titles of the graph
1- Generate the graph
2- Click the OPTIONS button on the Graph screen
3- Modify the options as required. Click here for more information about the available
options.
4- Click the OK button to redraw the graph.
PRINT THE GRA PH
1- Generate the graph
2- Click the PRINT button on the Graph screen
PRINT THE GRA PH TO A DIFFERENT PRINTER
1231-
Generate the graph
Click on the SETUP button on the Graph screen
Select the destination printer
Click OK to accept the new selection
158
NETKEEPER® CRM
GRA PH OPTIO NS
You can modify the titles, format or appearance of graphs.
CHANGE THE GRA PH'S TITL ES
You can change the graph's title and sub-title and the axis labels for the current graph
by typing the new label in the provided field.
To change the main title,
• change the Title field
To change the sub title,
• change the Title 2 field
To change the Left Axis label (y axis),
• change the Left Axis field
To change the Bottom Axis label (x axis),
• change the Bottom Axis field
Note:
If you are unsure of the label to modify, simply enter text in all labels and click OK to
redraw the graph.
CHANGE THE GRA PH TYPE
You can create Line graphs, Bar graphs, area graphs or Pie Charts from the same data
set. To change the graph type:
1- Generate the Graph
2- Click OPTIONS on the Graph screen
3- Check: Line Graph, Bar Graph, Area Graph or Pie Chart.
Note:
While you can draw more than one type of graph simultaneously, it is better to select
just one graph type at a time
4- Click OK to redraw the graph.
CHANGE THE GRA PH FO NTS
You can change the fonts for all labels in the graph. To change a font:
3- Click the button that matches the label in the Display Options and Fonts box
4- Select the new font and color
5- Click OK to accept the new font
6- Click OK to redraw the graph
159
NETKEEPER® CRM
ADD GRID L INES
Grid lines make some graphs easier to read. To add or remove grid lines:
3- Check or uncheck the VERTICAL LINES or HORIZONTAL LINES check boxes as
needed
DISPL A Y DA TA L A B EL S
Data labels display the numeric value of the data point. Data labels make graphs
measurements easier but can clutter a graph. To add data labels :
3- Check or more of the data label check boxes as needed:
Note:
Show Min_Max Values: Displays a large green dot for the maximum value and a small
red dot for the minimum value. This option is designed to work best with line graphs.
Show Data Points: Displays a small dot corresponding to each actual measurement.
This option is useful to show actual versus extrapolated data values.
Label All Points: Displays a tag with the numeric value of the data point. This option
can easily clutter a graph.
160
NETKEEPER® CRM
UTIL ITIES
The options found in Utilities require Administrator rights to the program. They allow the
Administrator to customize many aspects of the program.
The screens may not exactly match your version of NetKeeper CRM.
161
NETKEEPER® CRM
FIL E M A INTENANCE
CO NTA CT KEYW O RDS
Build a list of keywords to describe and define the contacts, for example; new
customer, hot prospect, Win NT, Internet user, product to support (name).
SERVICE REQUEST QUEUES
In order to speed up service call entry, set up the names and descriptions of the service
request queues. You can define the queues so that all calls related to Internet or to
printer or to Win NT problems are grouped together. Instead of assigning techs to each
incoming call, you may prefer to assign a queue to a group of qualified technicians.
A CCESS L EVEL S
The administrator can pre-set the by the Administrator.
See Advanced Topics
O UTL O O K M ERGE
Use Outlook to merge data into NetKeeper.
ISSUE TRA CKING
The Issue Tracking form has many drop boxes that the Administrator should define before
the help desk is in operation. The drop boxes preserve the integrity of the data entered into
the program.
In order to add products and issues to the Issue Tracking form, see Issues|Products
Tracked
Dispo sitio n Types
Enter the types of actions that the issues will require such as “Hold”, “Pending”, ”Assigned”
162
NETKEEPER® CRM
Issu e Types
Define the type of issues to track such as “Bug Report”, “Suggestion by end user”, “In
House Suggestion”
Prio rity Types
Define priority types such as P1- Immediate, P-2 Urgent, P-3 Average, P-4 Below Average,
P-5 When possible.
Repro du c e Types
The reproducibility types define how easy or difficult it is to reproduce the bug or problem.
Some problem types will “Always” reproduce, some problems can be intermittent and some
are almost impossible to reproduce.
163
NETKEEPER® CRM
Reso lu tio n Types
Define the problem or issue resolution types for example: “Fixed”, “Later”, Fix Later”
Statu s Types
Define the status of the issue for example: “Assigned”, “Closed”, “New” or “On Hold”
Severity Types
The severity of the problem can be defined as “Critical”, “Minor” etc
O perating System s Types
Enter the operating systems on which the problems can occurs
Platfo rm Types
Enter the platforms on which the problems can occurs such as “All” or “Browser”
164
NETKEEPER® CRM
SA L ES SETUP
W HITE B O A RD ANNOUNCEM ENTS
The White Board (Marquis) announcements are entered here. Check Important on the
announcement that you want at the top of the list and the one that will flash on the white
board.
Select Tools|White Board to activate the announcements that you have entered here.
165
NETKEEPER® CRM
SETUP DA TA O PTIO NS - GL O B A L O PTIO NS
The Setup Global Options require Administrator rights for access.
The global setup options customize many functions of the program and
should be set up before placing the program in full operation.
The screens are representative and may not represent your version of
NetKeeper.
166
NETKEEPER® CRM
SERIA L NUM BER
Once the program has been installed, the Administrator will immediately access
Utilities|SetUp|Serial Number to enter your serial number and user code. The program will
only allow one user if either the serial number or the code are entered incorrectly.
167
NETKEEPER® CRM
SETUP
Fixed Page M essage
Enter a message that will appear on as a fixed message on all pager messages.
Page M essage M o de
Select the page message mode. The modes are standard, short, fixed and numeric.
Enable E-M ail / Paging / Printpreview
Check to enable the e-mail and paging features of the program
Print Preview
Check if you want an on screen print preview before the information is sent to the printer.
PreventUser Sc reen Changes
Prevents staff from customizing screens
Enable Dialer
Enables dialer on contact and service call screens
L o g To -Do s / L o g No tes
The program will log To-Dos and notes to the Service Call form. The Menu Bar changes to
show other menu selections when the Service Call entry form is opened.
A ll Can Change a To -Do / A ll Can Change a No te
Select to “lock down” the To-Dos and Notes so that no changes can be made by anyone
other than the person who has entered the information.
To -Do A u to Clo se Type
Feature not available in some versions
A ll Co ntac tNo tes
Display all contact notes
Use O u tL o o k as M ail Client
Select to use OutLook as Mail client
168
NETKEEPER® CRM
L OGIN
Site ID
The ID number for the site
Server
The type server for example: ntsrv1
Database
The database is netkeeperops
SQL L o gin
An example of the SQL login is:
ntsrv1,netkeeperops;APP=Captain_CRM;Trusted_Connection=Yes
L AN Invento ry Path
The LAN inventory path connects NetKeeper Express to NetKeeper CRM so that the LAN
inventory is recorded in the help desk program in “real time” and does not have to be
imported.
An example is: m:\clarion\keeper\
Use Tru sted Co nnec tio n
When checked, the program will find the connection every time you log in t o NetKeeper.
User Nam e
The User name of the Administrator
Passw o rd
The Administrator’s password.
169
NETKEEPER® CRM
DRO P L IST
Drop lists are used throughout the program for field lookups for quick data entry. Some
drop lists allow the staff to add selections. Other lookup drop lists require the administrator
to select the data to be listed.
List the keywords to describe the selection type descriptions found in drop lists on various
forms in NetKeeper.
Note
Enter each selection separated by a vertical bar. Keep the types to a few letters so that they
fit the drop box.
To -Do Type Pic k
To-Dos are found on the Contact, Service Call, Issue and other forms throughout the
program. You can define the type To-Dos
Co ntac t Statu s Pic k
The contact status type is used on the Contact Profile form
No tes Type Pic k
Notes are found throughout the program. The type of notes should be defined for all
forms
To -Do Statu s Pic k
The status of the To-Dos can be “New”,”InProg”, “Hold”, etc
Requ est Statu s Pic k
The status of the service request is found on the Service Call form.
170
NETKEEPER® CRM
DRO P L IST 2
O ppo rtu nity Type Pic k
The opportunity type is found on the Business Opportunity form. Some examples of
types are: “small”, “large”, “global”, “dealer”, etc
O ppo rtu nity Stage Pic k
Some examples of the statge are inquiry, proposal, approved
171
NETKEEPER® CRM
ADDRESS FO RM UL A
B u ild the Call Address Fo rm u la to Cu sto m ize the Address Field
The Administrator can override the Service Call Address Field layout by entering a Call
Address Formula. The normal layout of this field is:
Name
Address
City State Zip
Country
You can use a different formula to enter a field from the Organization (Company),
Department and Contact tables. The fields in these tables are defined in your data
dictionary file, NKCAP.CLA . The data dictionary file is a text file that can be printed
as needed. However, be careful. Do not change this file in any way. It is used by the
CFIL file management utility.
Enter the fo rm u la
Once you have decided which fields to pick from the tables, enter the formula into the
text box without pressing the ENTER key. The ENTER key will add a carriage return
to the formula and the formula will not work. For clarity, you can enter a space or two
between fields. Do not enter too many spaces. The formula length is limited to
approximately 500 characters.
172
NETKEEPER® CRM
Formula example:
The new layout will include the department name and the contact's tile. In addition, a
User Defined field will be added at the end. The resulting layout is:
Name
Company Name
Department Name
Contact's Title
Address
Att: Secretary
The formula for the above layout is as follows:
CLIP(ccm:FirstName)&' '&CLIP(ccm:LastName)&
chr(13)&chr(10)&CLIP(cim:Name)&chr(13)&chr(10)&clip(cdm:Name)
&chr(13)&chr(10)&clip(ccm:title) &chr(13)&chr(10)&clip(ccm:Address1)
&chr(13)&chr(10)&clip(ccm:City)&' ' & clip(ccm:State)&' ' & clip(ccm:ZipCode) & '
Att: '& CLIP(ccm:UserDef201)
Notes:
1- Do not press ENTER while entering the formula. The program will wrap the formula
to fit the text box. Pressing ENTER while entering the formula will create an incorrect
formula.
2- The chr(13)&chr(10) sequence enters a carriage return and line feed sequence to
start a new line
3- Literal text is enclosed in single quotes, not double quotes.
4- The CLIP() function removes trailing spaces.
5- The UPPER() function capitalizes a field.
6- To add spaces between fields add literal text as follows : ' ' (single quote space
single quote)
7- The & (ampersand) symbol is used to concatenate the fields together
8- An incorrect formula will result in a blank address
173
NETKEEPER® CRM
TIER SETUP
CUSTO M IZE ADDRESS AND CA L L HISTO RY SEL ECTIO NS
Co ntac t L o o ku ps
You can now select the type list to display in the Address field when the contact lookup
is clicked on the Service Call form.
• Select Tier 1 to display the Organization list.
This is useful if you support many companies or organizations and the name of the
contact is not as important as the name and location of the company, or branch or
organization.
• Select Tier 3 to display the Contact list
The contact list is useful for internal support not linked to LAN inventory or for
external support for individual customers.
Servic e Call Histo ry Type
The administrator can select the type Call History to display for the company, department or
contact. Some service desks, especially while servicing high employee turnover clients, need
to display the call history for the entire Company or Department, rather than the call history
for the user.
• Select Tier 1 (default is Companies) to display a list of the call history for tier 1 and
attached tier 2 and tier 3 entries.
• Select Tier 2 (default is Departments) to display a list of the call history for tier 2 and
attached tier 3 entries
• Select Tier 3 (default is Contacts) to display a list of the call history for tier 3
Tier 1 Nam e, Tier 2 Nam e, Tier 3 Nam e.
Rename the organizational tiers as required. Use this feature together with the screen
customization features and the list customization features to change all the screen labels to
match your organization’s requirements.
174
NETKEEPER® CRM
INTERNET E-M A IL
Set the default e-mail return address and the default SMPT e-mail server if you are also
running NetKeeper Internet.
See the NetKeeper Internet manual land the HD Mail manual for set up of the Internet and
automatic mail systems.
175
NETKEEPER® CRM
PRIO RITY DA TA
Set up priority levels
You can create as many priority levels as needed though we recommend that you create the
least number possible. Too many priority levels create operational problems, as priorities
are not assigned consistently. Priority “1” is the highest priority; you can label the priority
as needed to describe the priority level.
Note: You must create priority “0” if you need to enter requests without a priority level.
Priority “0” indicates no priority defined.
PRIO RITY DA TA TA B L E
Click PRIORITY DATA TABLE to view the currently defined priority levels.
The priority table lists the contents of the priority table, PMYNK
Add a new prio rity level
Click the INSERT button and add the new information.
176
NETKEEPER® CRM
Priority
Priority is the priority level, for example “2” Use the Description field to define the priority
level.
Type
The type of priority can be defined
Due In Hrs.
Defines the number of working hours before an item at this priority is due. The number of
working hours per day is defined via the “Set Work Hours” function.
Change an existing prio rity level
Click the CHANGE button on the priority levels list.
Changing the Due In Hrs. entry will only affect items entered after the change.
Delete a prio rity level
Highlight the entry and click the DELETE button on the priority levels list.
Deleting priority levels currently in use may result in items without the priority description
but the priority level will still be recorded
177
NETKEEPER® CRM
SET THE NUM BER O F W O RK HO URS PER DA Y
Click the SET WORK HOURS button.
You can define work hours for weekdays, Saturdays, Sundays and holidays.
Enter the w o rk ho u rs per day data
Leave the START TIME field blank if you don’t work in that period. Also leave the
corresponding Total Work Hours at “0.00”.
The program will use the Start Time and Total Work Hours and Due In Hrs. fields to
calculate the due date of items such as service requests and to-dos.
Click OK to save the data.
RESET DEFAUL T PRIO RITIES
The program will create the default priorities in the PMTNk table.
The program creates 9 priority levels and a “0” level that defines “No Priority” defined for a
case.
WARNING: This function will overwrite the existing priority data!
178
NETKEEPER® CRM
O THER SETTINGS TA B L E
The Other Settings table is used to set up and record options as required for your program.
DO NOT CHANGE THESE SETTINGS except when called for by your options
documentation.
ADD NEW STANDARD SETTINGS
Add new standard setting without changing existing settings.
Use this function to update your option settings list without affecting your entries.
RESET O THER SETTINGS
Resets the Option list to defaults and ERASES any custom settings that you have
previously made.
Use this function only when setting up a new installation.
179
NETKEEPER® CRM
ENTRY DEFA UL TS 1
Defau lt Prio rity / E-M ail / Pager
NetKeeper E-mail Server and alphanumeric Paging Server will check for new Service
and you have enabled e-mail and paging. NetKeeper CRM includes an easy to set up
and use paging system and a complete e-mail system.
See Start NetKeeper CRM for information on how to set up the e-mail and paging and
techs.
Set default priority values for e-mail and pager calls and for service calls. The default
priority will automatically appear on all call forms. You can raise or lower the priority on
the form as necessary.
Sale’s Tax / ShipVia / Term s
The sales tax, billing and shipping information defaults are used on the Purchase Order
form.
Defau ltKeyw o rds o n New Co ntac ts
To save time when entering a new contact, enter the default keywords that describe all new
contacts. This is not the complete list of keywords. It is the default keywords only. You
can use Keywords to build groups for mail lists, training courses and other activities.
See File Maintenance + Contact Keywords for the general list of contact keywords.
ENTRY DEFAUL TS 2
Enter the default Bill To and Ship To addresses for purchase orders.
180
NETKEEPER® CRM
REQUEST O PTIO NS - FO R SERVICE CA L L S
Requ ire reso lu tio n
The service call will not close unless a resolution note has been entered.
Requ ire To -Do c lo sed
Optional. All To-Dos must be closed in order to close the service request.
A u to c lo se all To -Do s
Optional. Automatically closed all open To-Dos for the request
Fo rc e So lu tio nsKeeper lo o k u p
Optional. A request must be selected from SolutionsKeeper.
Send m ail o n c lo se
Sends e-mail upon closing the service request.
A u to u pdate So lu tio nsKeeper rating
Optional. Automatically records the selected solution that was used for the service call and
automatically adjusts the rating in SolutionsKeeper
Display e-m ail o n c lo se
Displays the standard e-mail message so that it can be changed before it is sent
Add reso lu tio n to c lo sing e-m ail
Requires the resolution for the service request be included in the e-mail message
Textfo r c lo se c ase e-m ail
Standard text fo r the e-m ail m essage
181
NETKEEPER® CRM
REQUEST O PTIO NS 2
Send e-m ail o n c ase o pen
Automatically sends e-mail when the service request is received by the help desk
A u to Date Du e
Automatically calculates the due date
Textfo r O pen Case e-m ail
Enter the standard text to acknowledge the receipt of the e-mail.
Using NetKeeper HD Mail, an add on module, the message that is sent will be based on the
type e-mail request that is received.
182
NETKEEPER® CRM
REPO RTS 1 & 2
NetKeeper includes standard reports for the Service Call long form and short form and for
the Purchase Order and Contact forms. You can access these reports by pressing the Print
button on the Service Call, Purchase Order and Contact forms
To replace the standard reports, enter the required information for the new report made
using the Crystal Report Writer.
Report File Name
Enter the file name for the new report that you want to import into NetKeeper.
183
NETKEEPER® CRM
W A L L PA PER
W allpaper bac kgro u nd in the NetKeeperCRM m ain c o nso le
You can add or remove wallpaper background images in the NetKeeper CRM main console.
You can center a graphics file or use a small graphics, such as a logo, and “tile” the
background.
Remove the wallpaper:
•
•
•
•
•
Login as administrator (ADM)
Select UTILITIES from the main menu
Select SETUP data
Select SETUP – 5
Un-check the USE WALLPAPER option
Set different options for the wallpaper graphic:
•
•
•
•
•
Select SETUP data
Select SETUP – 5
Adjust the options as required
Change the wallpaper
•
•
•
•
•
184
Select SETUP data
Select SETUP – 5
Import the file name for the new wallpaper
NETKEEPER® CRM
PRIO RITY NA M ES
The priorities are used on the Service Call and on the Contact forms. A contact can have a
pre-defined default priority so that every time the contact requests service, the priority will
fill in automatically. For example, the president of a company may have a much higher
default priority than others.
Customize the ten priority definitions to fit the terminology used by your organization or use
the default settings provided in the program. You can always restore the priorities to their
default values.
Make sure to explain the use and the definitions of the priorities to the staff so that everyone
uses the same criteria when assigning calls.
185
NETKEEPER® CRM
USER ENTRY
Fo rm Type
Select to require call entry using the Wizard or the form version of the program.
Passw o rds
Required
Decide if passwords should be required for end users to access the user entry module. If the
password is required, end users will be able to view a list of their pending and previous
requests.
Allow Blank
End user can omit passwords. End users will not see a list of their pending and previous
requests unless the “Required” option has also been checked. In other words, they do not
have to enter their passwords, but they will not be able to view their calls.
Select to allow new accounts
End users can set up their own accounts
No tes
Select to display all notes or the resolution notes for service requests.
Fo rm Type
The user entry modules for LAN and Internet have customizable features. Select to use the
Wizard or the form version of the program.
186
NETKEEPER® CRM
DIA L ER SETUP
A u to -Dialer Setu p
1. Enable the auto-dialer.
The administrator must check the ENABLE DIALER option in the Global Options - Setup
2 screen. This is a global setting and enables the auto- dialer for all Help Desk Techs.
2- Set up the communication parameters for a work station
• Select Dialer Setup From the UTILITY menu
• Select Dialer Setup. Enter the following information:
Co m m Po rt
Select the port used by your modem
W aittim e
Wait time (default 10 seconds): The maximum time allowed to dial out and for you to pick
up the phone.
M o dem dial prefix
(default ATDT): Modem command string to initiate dialing.
M o dem dial su ffix
(no default): Modem command string executed after dialing a number.
M o dem hang-u p
(default ATH): Modem command string to hangup the modem
Dial o u tprefix
(no default): Optional digits required by your phone system to dial out,
for example :9,1
187
NETKEEPER® CRM
ADM IN UTIL ITIES (Adm inistrative Utilities)
Pu rge Servic e Calls
The purge procedure will delete entries from the database. No other simultaneous users
are allowed while the purge process is running. Close all screens and ask all other
users to exit the program. The purge function not only deletes the service requests but
also Notes and To-Do’s attached to the requests. You should purge calls only when
you are sure that you will no longer need them. Many help desks keep one or two years
of requests on-line depending on the amount of caller traffic on the help desk. Some
help desks never purge. The time to enter a request does not increase significantly even
with a large number of service requests on file. It is a good idea to run a report of the
calls for your records before you purge calls.
Update Co m pany / Departm entInfo rm atio n
This procedure is generally used to update from a previous version that does not track links
from the service call or To-Do tables to the company and the department tables.
188
NETKEEPER® CRM
END USER A CCESS
User Initiated Servic e Calls (L AN)
End users can enter service call requests with the NetKeeper User Entry module either on
the LAN or on the WEB. The operation and performance of both LAN and Internet entry of
calls is basically the same. The LAN user entry module is an integral part of the basic
NetKeeper CRM program. The Internet module can be added to the system at any time. The
program allows end users to enter and follow the progress of their requests, view their
previous requests and even solve their own requests with SolutionsKeeper. The LAN and
WEB User Entry modules turn the help desk into a self-service center and significantly
reduce the number of calls to the help desk.
If you are running NetKeeper Internet, see your NetKeeper Internet manual for operation
and setup information.
The simple and friendly structure of NETKEEPER USER HELP allows:
• End users to initiate requests for service or assistance without the need to call the
Help Desk.
• Inquire about the status of a pending request.
• Only your network limits full multi-user access, the number of simultaneous
requests.
• Solid file system, requests can be interrupted (power failure, machine reset) without
data loss.
• Full and automatic integration with NetKeeper CRM
The LAN end-user Portal (end-user module) can be configured so the that the end-user does
not need to remember the service call number. The user interface of the LAN end-user Portal
can also be changed.
The end-user can enter calls using the helpdesk.exe program (the main console is the
nkahdcap.exe program).
189
NETKEEPER® CRM
NETKEEPER USER HEL P M O DUL E
The NetKeeper User Help module allows end users to send help or assistance requests
directly to the help desk. You can configure the User Entry module either to display the
Wizard to lead end users through the service call entry or to enter the service call without the
Wizard.
Enter a Requ est
To enter a request
• Start the User Help module
• Click on Request Service
• Fill in the form displayed and click on the SEND or OK button.
User Entry Wizard (optional)
When a user sends a new request, it is displayed on the Open Calls screen of the NetKeeper
Help Desk program. The Help Desk staff can distinguish cases just entered by users (as
opposed entered through Help Desk ) because the Help Desk Tech initials are displayed as
***
The users fill in as much information as is necessary. Only the Last Name field must be
filled in before the request can be mailed. All other information on the Service or Assistance
Request is optional.
190
NETKEEPER® CRM
Add a No te
The end-user can also add a note to the call. When the end user adds a new note the tech can
be automatically notified that a new note has arrived.
Send the Servic e Requ est
Pressing the SEND or OK button completes the form and sends it to the Help Desk. Once
sent, only the Help Desk Personnel can modify or close the service request. To cancel a
request the user can press the EXIT button. A request that has already been sent cannot be
canceled. The SEND and EXIT selections are also available from the FILE menu selection.
Once a request has been sent and accepted, the program will display the request number.
The user should record the case number in
order to view and track the progress of the
service call request if this is the way you
have configured the End User module . The
request number can be used to display the
current status of the case (or any other
case). The program can also be set up so
that the user can access requests by
password.
Retrieve a Requ est
The end-user can retrieve a call in two ways:
• By entering a call number (no login required)
• By logging into the end-user module (LAN user portal). When the user logs in the
system will display all the calls and history for that user. Most installation set up the
LAN user portal for login by the end-users.
The examples below show screen captures from the LAN User Portal (or end-user) module
(included with the product) set up so that end-users can directly enter calls into the system.
191
NETKEEPER® CRM
The program can be configured in many ways. The most popular way has users log in (with
or without a password).
Once logged in the users can enter a new request (Request Service) or view their history of
previous calls or see the status of a current call ( Check Request Status) or search the
knowledge base (Self help database).
Inqu ire abo u tan Existing Case
The NetKeeper User Entry Module can display the current status of a service request. To
display the status of an existing case, select the Check Request Status button. To display a
case history list, a password is required. You can configure the program to require
passwords.
The program will display the current status of the service request. The date when the request
was last accessed and changed is displayed.
Chec k Requ estStatu s
If the user clicks on “Check Request Status” the program will display the history for the
end-user. The history can include just the open calls or the open and the closed calls so the
user can see how a previous question was answered. The end user can then display the
detail and the status of the call by clicking “Detail” or double clicking on the service request.
The end-user can also close the call so the call appears closed on his or her list (The
assigned tech still has to close the call for the help desk).
192
NETKEEPER® CRM
Co nfigu re
The amount of detail displayed for the end users is configurable (as is most anything in
NetKeeper). In this example, the user can see the call notes and the resolution.
Ho w to Co nfigu re
Configuring the end-user LAN module (included in the standard product) helpdesk.exe is
done through the setup screens in the main console (nkahdcap.exe)
The settings above will set up the LAN user portal to user the form (not the wizard) to enter
new calls. A login will be required but without a password and the end-user will be able to
see all notes. Automatic notification is not enabled in this particular setup but it can be
enabled.
193
NETKEEPER® CRM
Cu sto m ize
You can also customize any screen in the end user module and in the main program to
change the buttons, colors or fields. You may also remove one or more buttons or choices
from the screens. This way you have a choice of how much functionality to offer the endusers.
The Help Desk administrator can change the screens (Ctrl_S).. The changes made by the
administrator will affect all users since NetKeeper programs are thin client and no software
is installed at the users workstations.
The user interface can be changed as can the colors and layout of the screens.
The user interface is quite customizable, as are the screens. Colors and field positions can be
changed to fit your requirements.
Note
NetKeeper Internet End User portal is also fully customizable and configurable.
194
NETKEEPER® CRM
HOW TO SET UP A HEL P DESK
Before you begin taking service calls, you should give some thought to how you
would like to organize your help desk. Without well-defined procedures, your
organization can become people dependent instead of process dependent. By
planning your organization in advance, you will save time in the future. There are
courses that you can take.
Multima Corporation offers courses at various times during the year and there are
other organizations that offer courses also.
So m e Im po rtant Qu estio ns to A sk
To avoid the excessive stress often associated with operating a Help Desk you must
take time out to plan you Help Desk. The following is a short list of items that you
may need to consider :
• Do you have the full support from upper management? It is very difficult for a
Help Desk to be successful without upper management support.
• Do we have enough personnel to answer the phones, enter the service calls and
actually perform the service?
• Do you rotate personnel? Consider rotating your personnel so that the same
person does not always have to answer the phones, often the most stressful area
in the Help Desk.
• Are the Help Desk computers up to par? Often the Help Desk gets “hand-medown” computers. In reality, the Help Desk needs fast computers with large
screens. Fast computers will result in faster response and large screens allow for
many windows to be opened simultaneously.
• Has proper training been considered?
• Are comfortable, hands free telephone sets provided?
• Are there clear instructions to deal with problems and call escalation?
• Are there plans to track user satisfaction with the Help Desk services?
PL AN YOUR HEL P DESK
By the time you realize that you need a help desk program, most likely you are overwhelmed
with work. Your thoughts turn to finding a way to organize your workload, your staff and
the users who are requesting service. When you started, you probably answered a few calls
and gave a little advice. As your organization has grown and the computers and the
software programs have become more complex, the demands for help have also grown.
Without an organized help desk, a significant amount of time is wasted every day.
Telephone message books just do not work.
195
NETKEEPER® CRM
It is time to make a plan of action. Try to determine how you would like to set up your help
desk. Your first concern should be inventory of personnel and equipment. If you are doing
external support, then you will want to know the equipment or software installed at each
site. By having some idea of the magnitude of your organization, you can choose the size of
the help desk.
INVENTO RY
If the help desk will service users on an internal LAN or WAN, you should do a complete
inventory of all the equipment and software on the network as well as stand-alone machines.
We recommend that you use a LAN Inventory program such as NetKeeper Express or
NetKeeper Configuration Manager because NetKeeper programs integrate seamlessly. You
will be able to view the collected data in ‘real time’. A LAN Inventory program will audit
all the workstations on the network automatically. NetKeeper will also audit stand-alones.
The day you do the audit, have each user fill out a short form with their name, telephone,
location, the serial number of their computer and any other pertinent information. You will
then have a database of all the inventoried equipment and software as well as user’s names
and locations. If your organization is small or you do not want to do an automated
inventory, you can send a form to all computer users. Users can fill in names, locations, and
basic computer information such as serial number, equipment type, make and model and
software including versions that the user has installed. You will probably find, however, that
even in a small organization, an automated inventory program is a more practical choice.
For other items that you want to include in your database, you can use NetKeeper Bar Code
Inventory. You simply scan the bar code labels attached to equipment. We can show you
how to set up a bar code inventory. You can also use NetKeeper CRM to support any other
equipment either for your location or for outside support. See the General Service Call
screen.
If you are using the help desk for outside support of software or other items, you can enter
user information as you enter service calls or as you receive returned warranty cards to your
company. NetKeeper CRM includes purchase information, lease, warranty, state and
federal tax information.
Once you have inventoried your system and printed some reports, you can now determine
the size of the help desk that you will need. You will be very surprised at the number of
machines that you have in your organization and the number of users that you will have to
support.
M AKE REPO RTS
Install the help desk program and the entire inventory that you have gathered for your
database. Before you start logging calls, make a few simple report forms so that you can
run reports sorted by number of calls, reporting users or by problem type on a daily, weekly
or monthly basis. You will want to look for trends. You want to know where your help
desk gives most of their technical support. If you see the same equipment breaking down all
the time, you may want to send a report to Accounting. If the same group of users call and
have trouble with certain software applications, you may want to consider a training class
for them. Your objective should be to reduce the number of calls to the help desk by solving
196
NETKEEPER® CRM
and eliminating recurring problems. Also, effective reports will convince upper management
that a corporate help desk is an important asset in the organization.
EDUCA TE THE USERS
Make sure that all perspective users understand the service commitments of the help desk.
You want to develop a rapport and sense of cooperation between the help desk staff and the
reporting users. Train your reporting users so that they know how and where to report the
call. Also, explain to them the services that you will be offering. Promote training courses.
After all, the better trained your reporting users are, the fewer calls, in particular simple
calls, you will receive on the help desk.
TRA IN YO UR STA FF
Train your staff to take all calls. If you do not log all calls, you may not have a clear
picture of your support needs. NetKeeper allows you to log simple calls in seconds. Make
sure that they find out the nature of the request, first. If the user’s request does not pertain
to your help desk, refer them to the appropriate person immediately. Efficiency is important.
Your support staff may respond to some of the calls over the phone or assign technicians to
solve the reporting user’s problem. Your staff can assign calls to technicians on the Service
Call entry screen. Technicians can view work orders anywhere on the network. Train your
technical support staff to pick up work orders on the network and to close the work orders
by entering the time and date. You may want to assign an hourly rate so that you can charge
departments or clients for service. Have the staff enter a short description of the problem
solution in the note area so that your help file of previous solutions continues to grow. The
support staff can view the Help file for solutions at any time.
DEFINE YO UR PRIO RITIES
Define priorities and teach your staff how to use the priority notation. Be sure to review
your final list with the entire staff to confirm that everyone has the same expectations.
Define escalation rules. You can assign a priority to each user that will automatically
appear on the Service Call screen. Some users and departments may have higher priorities
than others.
Set up a list of names of technical support staff to whom you can assign calls. List the
required activities for each staff member 's role. Each work order activity has a number of
duties associated with it. Define the activities carefully and set expectations so that there are
few conflicts and role duplications. Train your staff in the activities that you want each
member to control.
197
NETKEEPER® CRM
KEEP USERS INFO RM ED
It is important to keep your reporting users informed of the progress and actions taken for
each call. Make sure your staff records user satisfaction. There are three variables for user
satisfaction. You can define one as promptness in responding to the call, the next as
satisfactory solution to the service call and the third as courteousness of the support staff,
for example. It is important to have feed back from the reporting users so that you can
maintain the highest level of support on your help desk.
O RGANIZE
Organize your help desk so that you can manage increased call volume. Real time
management includes projecting call volume, daily variances and staff requirements. When
the call volume picks up, you should have a game plan for moving your staff efficiently to
handle all the calls. Reporting users can also enter their own service calls using the User
Entry Module. The support staff can view the requests and assign technicians. Of course, it
will only work if the workstation is running. There is also an on-line help system that users
can access. Solutions to simple problems are listed and easily retrieved. Since ninety
percent of the calls for technical support are repetitive and have easy solutions, you should
encourage users to look in the help file first before calling the help desk. If you take a
little time to organize your help desk and train your staff, you will save a great deal of time
in the long run.
198
NETKEEPER® CRM
CA SE STUDIES O F NETKEEPER CRM
NetKeeper CRM can support internal users (employees), external users (customers) or a
mix of both. You can set up and use NetKeeper CRM for different support situations. We
will use three hypothetical cases to show you some of the support options available in
NetKeeper CRM.
• Case 1: IT department for a manufacturing concern. Support 4000 employees and 10
techs at the Help Desk.
• Case 2: MIS for a Marketing Firm with 2000 independent sales persons and 5 techs
answering calls at the help desk.
• Case 3: Support department of a software company. The company sells point-of-sale
terminals and has an installed base of 2300 accounts. Each account can have one or
more stores.
Case 1 :ITdepartm entfo r a m anu fac tu ring c o nc ern
The IT department supports the employee’s PC and the software applications used
throughout the company. The IT department is a little short handed and would like to
minimize the call volume into the Help Desk and encourage users to self-help.
To accomplish the IT’s goals, the Help Desk manager will use:
• NetKeeper CRM to track calls
• NetKeeper Express to audit the employee’s PC and build an employee data base
• NetKeeper End-User Entry module to allow end-users to use the LAN to look up
solutions in the SolutionsKeeper database, enter service requests, check the progress of
existing service requests.
The Help Desk manager will publish the Top 10 requests and their solutions on the
company’s internal intranet. NetKeeper CRM will automatically generate the HTML pages
to publish the Top 10 Requests. All the necessary software is included in NetKeeper CRM.
The program will be set so that service requests with priority level 4 or higher are received,
the assigned tech will be automatically e-mailed and when the service request is level 2 or
higher, the assigned tech will be paged. This automatic notification applies to service calls
entered by either the end-users or the help desk techs.
Setu p:
Using the Global Options screen (UTILITIES | SETUP DATA) the administrator will:
• Set priority names for 5 priority levels. The other priority levels won’t be used and are
left blank.
• Set the minimum priority levels to send e-mail and alphanumeric pages.
• Set alpha numeric page mode and enable the e-mail and the paging system
• Define the various types of To-Dos
• Enable the auto dialer
199
NETKEEPER® CRM
• Define the address field for the service call to include a few extra fields such as a
department number and wall plate number
• Set up the User Entry options to require employee login and passwords to login new
service requests
• Also, enter defaults for the PO system such as Bill To, Ship To, Tax information
The administrator can also use the Option’s screen customization features to change some of
the screen legends and make some fields required.
Use: The HelpDesk rec eives a c all
• Click on the “Ringing Telephone” (new service request button)
• Click the lower lookup button next to the address field to display a list of the LAN
users.
NetKeeper Express automatically collected the data in this list.
• Highlight an entry and click SELECT to select a user
The program will automatically fill important fields in the service call request
form. The address field also includes several additional fields that were defined in
the program setup screens.
• Click the request lookup button and select a request
• Link the likely solutions into the request.
The program will also automatically set the priority to the highest priority
selected.
• Click OK to save the request.
Since the request carries a priority level of 2, the assigned tech will be e-mailed
and paged.
Caller self help
A caller who requires assistance can look up the most often requested questions on the
company’s intranet. If the problem persists, the caller can click on a shortcut on their
desktop and enter a service request directly into the database. In either case, no help desk
software is installed at the user’s workstation since NetKeeper programs are “thin
programs” and all components are installed at the server.
200
NETKEEPER® CRM
Case 2 : M IS fo r a M arketing Firm w ith 2 0 0 0 independentsales perso ns
and 5 tec hs answ ering c alls atthe helpdesk.
The MIS department supports about 60 employees and 2000 independent sales persons who
own their own computers and run a custom sales application as well as sales procedures.
The sales’persons roam the entire country and need support 24 hours a day, seven days a
week. The sales persons use the World Wide Web to communicate with the company.
The Help Desk is very short handed because of the high requirements needed to support the
very complex custom software. However, the sales persons tend to ask the same questions
since there is basically only one application to support. The sales persons are charged when
they make more than three calls to the help desk personnel per month. This encourages the
sales persons to self-help and to submit their own requests instead of calling the Help Desk.
To support the 60 internal employees, the company will set up NetKeeper CRM in a manner
similar as in case 1.
• To support the external sales persons the Help Desk manager will use NetKeeper CRM
to track service requests and use the tier 3 (contacts) level to track sales person’s data,
service requests and to-do items needed to support the sales persons.
• Place the entire SolutionsKeeper database of Requests and Solutions on the company
WEB site in standard HTML for access by the tech and sales staff. These standard
HTML pages can be viewed with very little bandwidth requirements and through any
browser.
• The Help Desk manager will use NetKeeper CRM Internet to allow the sales persons to
enter service requests without calling the help desk and to check on the progress of a
service request. The sales persons can also look at their call history to review an old
solution. The Help Desk manager liked this solution very much since no help desk
software had to be installed at any of the sales person’s PCs since the sales person
interfaces through the PC’s WEB browser.
The WEB support is available 24 hours a day and seven days a week. The Help Desk
manager can set the program to automatically page a designated tech if a sales person enters
a request for a very urgent or very high priority level. Super achiever sales person’s can be
assigned a higher priority and the program will always select the highest priority level
specified for the request or the sales person.
All the software required is included in NetKeeper CRM Internet.
Setu p:
Using the Global Options screen (UTILITIES | SETUP DATA) the administrator will:
• Set Priority names for 9 priority levels.
• Enter defaults for the PO system
• Set alpha numeric page mode
• Enable the e-mail and the paging system
201
NETKEEPER® CRM
• Enable the auto dialer.
• Define the address field for the service call to include the sales person ID number and
support level.
• Set up the Internet End-User module to require passwords and login.
• Set up the Internet End-User module to allow end users to review case notes and to add
notes to existing cases in real time.
• Use the screen customization features to change some of the screen legends and make
some fields required.
• Enter the sales person’s ID number, name telephone or other ID into the address field
and double click on the field.
The program searches the sales person list and automatically retrieves the sales
person’s information. The program will automatically fill important fields in the
service call request form. The address field also includes the additional fields that
were defined in the program setup screens.
• Click the request lookup button and select a request and link the likely solutions into the
request.
selected.
The assigned tech will be e-mailed or paged depending on the request’s priority
level.
Sales Perso n self-help
Sales Persons can visit the Company’s WEB site and browse through the request and
solutions SolutionsKeeper database to locate a solution to a problem or to check a sales tip
or sales method. Sales staff can access the help desk from anywhere and at anytime through
the browser in their PC. The sales person can enter a service request or check on the
progress of a pending request and even add notes to an existing service request or have a
tech paged at any time. Sales persons will probably never call the Help Desk directly except
when unable to access the WEB.
202
NETKEEPER® CRM
Case 3: Su ppo rtdepartm ento f a so ftw are c o m pany.
The support department supports over 2000 customer sites that use the point-of-sale. Some
sites operate on a 24-hour basis. The support costs have been a significant burden on the
company. To lower the support cost while maintaining high level of customer satisfaction
upper management has asked the Help Desk department to implement a help desk system
that tracks and prioritizes customer service requests and yet enables the company’s customer
base to self-help on less important issues. At most customer sites, there is high employee
turnover so the service requests are not tracked by employee but by store. Still it is desirable
to track the name of the person that requested the service. The company also needs to track
the support costs to be able to bill some customers with the support costs.
The Help Desk administrator will place selected portions of the SolutionsKeeper database of
Requests and Solutions on the company WEB site in standard HTML. These standard
HTML pages can be viewed with very little bandwidth requirements and through any
browser. This Request and Solutions database will help support existing customers as well
as offer per-sales support.
The Help Desk administrator will use NetKeeper CRM Internet to allow some end-users to
enter service requests without calling the help desk and to check on the progress of a service
request. These high-end, high-priority end-users will be able to page their assigned tech at
any time. The end-users can also look at their call history to review an old solution. Endusers will not be able to create their own accounts. The help desk staff will control the
creation of new WEB accounts. The end-users will access the WEB Help Desk through an
ordinary browser and have access to the Help Desk database without requiring access rights
to the Help Desk database. NetKeeper CRM serves in real time a dynamic HTML
representation of the database without requiring direct user access to the database. The
WEB support is available 24 hours a day and seven days a week.
All the software required is included in NetKeeper CRM Internet.
Setu p:
Using the Global Options screen (UTILITIES | SETUP DATA) the administrator will
• Set priority names for 9 priority levels.
• Enter defaults for the PO system
• Set alpha numeric page mode
• Enable the e-mail and the paging system
• Enable the auto dialer.
• Define the address field for the service call to include the account name, store name,
location and ID number.
• Set up the Internet End-User module to require passwords and login but not to create
their own accounts.
• Set up the Internet End-User module to allow end users to review case notes and to add
notes to existing cases in real time.
203
NETKEEPER® CRM
• Rename tier 1 as “Account” and tier 2 as “Store” to reflect the hierarchy of the
customer base.
• Use the screen customization features to change some of the screen and list legends and
make some fields required.
• Import the existing data into the Account and Store tables and set up the help desk tech
e-mail and alphanumeric page information.
• Next, set up to Internet accounts for the high priority end-users.
• Set the default lookup to display the Organization list and display all three
organizational tiers (Account-Store-Contact). The call history call will display the
Store’s call history.
• Enter the customer’s ID number, name, telephone or other ID or field from the account
or store records into the address field and double click on the field.
The program searches the database and automatically retrieves the correct
information. A pick list is displayed if there is more than one match. The program
automatically fills important fields in the service call request form. The address
field also includes the additional fields that were defined in the program setup
screens. The program automatically selects the address field from the contact
data, store data or account data depending on which one is available.
• Click the request lookup button and select a request
• Link the likely solutions into the request.
selected.
The assigned tech will be e-mailed or paged depending on the request’s priority
level.
From the service request screen, the help desk tech can check both the call history
for the store and the request history for the user’s request.
The help desk personnel can also use the organizational list to view a call history summary
for the account or the store and enter service requests by drilling down from the
organizational list. This method is useful when a service request is not requested by the enduser but is entered by company sales person or company executive.
End-u ser self-help
Prospects and end-users can visit the Company’s WEB site and browse through the request
and solutions SolutionsKeeper database to locate a solution to a problem or to view
operation tips. Only selected entries on the SolutionsKeeper database are available to the
end-users. High priority end-user with a valid WEB account can access the help desk from
anywhere and at anytime through the browser in their PC. The end-user can enter a service
request or check on the progress of a pending request. The end-user can even add notes to an
existing service request or have a tech paged at any time. Providing access for high-priority
end-users will improve customer satisfaction and lower support costs.
204
NETKEEPER® CRM
A PPENDIX
ADVANCED TO PICS
Pictures
String
@S
All string pictures begin with @S.
length
Determines the number of characters in the picture format.
A string picture describes an unformatted string of a specific length.
Example:
Name
STRING(@S20)
!A 20 character string field
Numeric and Currency
@N
All numeric and currency pictures begin with @N.
currency
Either a dollar sign ($) or a string constant enclosed in tildes (~).
When it precedes the sign indicator and there is no fill indicator, the
currency symbol "floats" to the left of the high order digit. If there
is a fill indicator, the currency symbol remains fixed in the leftmost position. If the currency indicator follows the size and
grouping, it appears at the end of the number displayed.
sign
Specifies the display format for negative numbers. If a hyphen
precedes the fill and size indicators, negative numbers will display
with a leading minus sign. If a hyphen follows the size, grouping,
places, and currency indicators, negative numbers will display with
a trailing minus sign. If parentheses are placed in both positions,
negative numbers will be displayed enclosed in parentheses. To
prevent ambiguity, a trailing minus sign should always have
grouping specified.
fill
Specifies leading zeros, spaces, or asterisks (*) in any leading zero
positions, and suppresses grouping. If the fill indicator is omitted,
leading zeros are suppressed.
0 (zero) Produces leading zeroes
_ (underscore) Produces leading spaces
* (asterisk) Produces leading asterisks
size
205
NETKEEPER® CRM
The size is required to specify the total number of significant digits
to display, including the number of digits in the places indicator and
any formatting characters.
grouping
A grouping symbol, other than a comma (the default), can appear
right of the size indicator to specify a three digit group separator.
To prevent ambiguity, a hyphen grouping indicator should also
specify the sign.
. (period) Produces periods
- (hyphen) Produces hyphens
_ (underscore) Produces spaces
places
Specifies the decimal separator symbol and the number of decimal
digits. The number of decimal digits must be less than the size. The
decimal separator may be a period (.), grave accent (' ) (produces
periods grouping unless overridden), or the letter "v" (used only for
STRING field storage declarations not for display).
. (period) Produces a period
' (grave accent) Produces a comma
v Produces no decimal separator
B
Specifies blank display whenever its value is zero.
The numeric and currency pictures format numeric values for screen display or in reports. If
the value is greater than the maximum value the picture can display, a string of asterisks is
displayed.
Example:
Numeric
@N9
@N_9B
@N09
@N*9
@N9_
@N9.
Result
Format
4,550,000 Nine digits, group with commas (default)
4550000 Nine digits, no grouping, leading blanks if zero
004550000 Nine digits, leading zero
***45,000 Nine digits, asterisk fill, group with commas
4 550 000 Nine digits, group with spaces
4.550.000 Nine digits, group with periods
Decimal
@N9.2
@N_9.2B
Result
Format
4,550.75 Two decimal places, period decimal separator
4550.75 Two decimal places, period decimal separator, no
grouping, blank if zero
4550,75 Two decimal places, comma decimal separator
4.550,75 Comma decimal separator, group with periods
4 550,75 Comma decimal separator, group with spaces,
@N_9'2
@N9.'2
@N9_'2
206
NETKEEPER® CRM
Signed
@N-9.2B
@N9.2@N(10.2)
Dollar Currency
@N$9.2B
@N$10.2@N$(11.2)
Result
Format
-2,347.25 Leading minus sign, blank if zero
2,347.25- Trailing minus sign
(2,347.25) Enclosed in parenthesis when negative
Result
Format
$2,347.25 Leading dollar sign, blank if zero
$2,347.25- Leading dollar sign, trailing minus when negative
$(2,347.25)
Leading dollar sign, in parens when negative
Int'l Currency
@N12_'2~ F~
@N~L. ~12'
@N~£~12.2
@N~kr~12'2
@N~DM~12'2
@N12_'2~ mk~
@N12'2~ kr~
Result
Format
1 5430,50 F
France
L. 1.430.050
Italy
£1,240.50 United Kingdom
kr1.430,50 Norway
DM1.430,50
Germany
1 430,50 mk
Finland
1.430,50 kr
Sweden
Date Picture
n
Determines the date picture format. Date picture formats range from 1
through 18. A leading zero (0) indicates a zero-filled day or month.
s
A separation character between the month, day, and year components.
If omitted, the slash ( / ) appears.
' (grave accent) Produces commas
B
Specifies that the format displays as blank when the value is zero.
direction A right or left angle bracket (> or <) that specifies the
"Intellidate" direction (> indicates future, < indicates past) for the
range parameter. Valid only on date pictures with two-digit years.
range
An integer constant in the range of zero (0) to ninety-nine (99) that
specifies the "Intellidate" century for the direction parameter. Valid
only on date pictures with two-digit years. If omitted, the default value
is 80.
Dates may be stored in numeric variables (usually LONG), a DATE field (for Btrieve
compatibility), or in a STRING declared with a date picture. A date stored in a numeric
207
NETKEEPER® CRM
variable is called a "Clarion Standard Date." The stored value is the number of days since
December 28, 1800. The date picture token converts the value into one of the date formats.
The century for dates in any picture with a two-digit year is resolved using "Intellidate"
logic. Date pictures that do not specify direction and range parameters assume the date falls
in the range of the next 20 or previous 80 years. The direction and range parameters allow
you to change this default. The direction parameter specifies whether the range specifies the
future or past value. The opposite direction then receives the opposite value (100-range) so
that any two-digit year results in the correct century.
For example, the picture @D1>60 specifies using the appropriate century for each year 60
years in the future and 40 years in the past. If the current year is 1996, when the user enters
"5/01/40," the date is in the year 2040, and when the user enters "5/01/60," the date is in the
year 1960.
Example:
Picture
Format
Result
@D1
@D1>40
@D01
@D2
@D3
@D4
@D5
@D6
@D7
@D8
@D9
@D10
@D11
@D12
@D13
@D14
@D15
mm/dd/yy
mm/dd/yy
mm/dd/yy
mm/dd/yyyy
mmm dd, yyyy
mmmmmmmmm dd, yyyy
dd/mm/yy
dd/mm/yyyy
dd mmm yy
dd mmm yyyy
yy/mm/dd
yyyy/mm/dd
yymmdd
yyyymmdd
mm/yy
mm/yyyy
yy/mm
10/31/59
10/31/59
!This defaults to 1959
01/01/95
10/31/1959
OCT 31,1959
October 31, 1959
31/10/59
31/10/1959
31 OCT 59
31 OCT 1959
59/10/31
1959/10/31
591031
19591031
10/59
10/1959
59/10
@D16
@D17
yyyy/mm
1959/10
Windows Control Panel setting for Short
Date
Windows Control Panel setting for Long
Date
Alternate separators
mm.dd.yy
mm-dd-yyyy
dd mm yy
dd,mm,yyyy
Period separator
Dash separator
Underscore produces space separator
Grave accent produces comma separator
@D18
@D1.
@D2@D5_
@D6'
208
NETKEEPER® CRM
Time Pictures
@T
All time pictures begin with @T.
n
Determines the time picture format. Time picture formats range from 1 through 8. A
leading zero
(0) indicates zero-filled hours.
s
A separation character. By default, colon ( : ) characters appear between the hour,
minute, and
second components of certain time picture formats. The following s
indicators provide an alternate separation character for these formats.
' (grave accent) Produces commas
B
Times may be stored in a numeric variable (usually a LONG), a TIME field (for Btrieve
compatibility), or in a STRING declared with a time picture. A time stored in a numeric
variable is called a "Standard Time." The stored value is the number of hundredths of a
second since midnight. The picture token converts the value to one of the six time formats.
Example:
Picture
Format
Result
@T1
hh:mm
17:30
@T2
hhmm
1730
@T3
hh:mmXM
5:30PM
@T03
hh:mmXM
05:30PM
@T4
hh:mm:ss
17:30:00
@T5
hhmmss
@T6
hh:mm:ssXM
@T7
Windows Control Panel setting for Short Time
@T8
Windows Control Panel setting for Long Time
173000
5:30:00PM
Alternate separators
@T1.
hh.mm
Period separator
@T1-
hh-mm
Dash separator
@T3_
hh mmXM
Underscore produces space separator
@T4'
hh,mm,ss
Grave accent produces comma separator
Pattern Pictures
209
NETKEEPER® CRM
@P
All pattern pictures begin with the @P delimiter and end with the P delimiter. The
case of the delimiters must be the same.
<
Specifies an integer position that is blank when zero.
#
Specifies an integer position.
x
Represents optional display characters. These characters appear in the final result
string.
P
All pattern pictures must end with P. If a lower case @p delimiter is used, the
ending P
delimiter must also be lower case.
B
Pattern pictures contain optional integer positions and optional edit characters. Any
character other than < or # is considered an edit character which will appear in the formatted
picture string. The @P and P delimiters are case sensitive. Therefore, an upper case "P" can
be included as an edit character if the delimiters are both lower case "p" and vice versa.
Pattern pictures do not recognize decimal points, in order to permit the period to be used as
an edit character. Therefore, the value formatted by a pattern picture should be an integer. If
a floating point value is formatted by a pattern picture, only the integer portion of the
number will appear in the result.
Example:
Picture
Value
Result
@P###-##-####P
215846377
215-84-6377
@P<#/##/##P
103159
10/31/59
@P(###)###-####P
3057854555
(305)785-4555
@P###/###-####P
7854555
000/785-4555
@p<#:##PMp
530
5:30PM
@P<#' <#"P
506
5' 6"
@P<#lb. <#oz.P
902
9lb. 2oz.
@P4##A-#P
112
411A-2
@PA##.C#P
312.45
A31.C2
210
NETKEEPER® CRM
CREA TE O R M O DIFY A REPO RT
Set the database in a Crystal Report. Use these steps when creating a new report or
modifying an existing report so that the report will run correctly from within the NetKeeper
Console.
Step
Make a backup copy of the report you need to modify.
Comments
Can’t have too many backups.
Start Crystal Report Writer and open the report (.rpt) file to
view the report definition.
Click DATABASE on the main menu
Click SET LOCATION
Use the Set Location
function to set the location of
the database and tables in the
report definition.
In this example we need to
set the location for the table
named SCMNk
211
NETKEEPER® CRM
Step
Click Set Location
Comments
Crystal displays the data
explorer. Use this screen to
set the data source.
Click MORE DATA SOURCES
Use the MORE DATA
SOURCES to select the
Microsoft SQL Server
driver. Use the Microsoft
SQL driver even though the
standard ODBC driver will
also work.
212
NETKEEPER® CRM
Step
Click on the (+) sign next to Microsoft SQL Server
Comments
SQL server will now ask you
to login unless you are
already logged in to SQL
server. Logout from SQL
Server if you are already
logged in to make sure that
you are logged in to the right
server.
Enter your Server name,
User ID, password and
database if you are using
server based authentication.
OR
Enter your Server name and
database name if using
trusted connection. Trusted
connection is the preferred
method if you can login
either way.
The default database name
for NetKeeper is
“NetKeeper” (without the
quotes) but your DBA may
have created the database
under a different name.
Make sure you use the
correct database name or you
will access the wrong data
set.
213
NETKEEPER® CRM
Step
Click OK to login to your SQL Server
Comments
Crystal will display the
selected database
(NetKeeper) and all its
tables.
Scroll down and find the SCMNK table.
In this example we are
setting the location of the
SCMNK table. You may
need to set a different table
name but the process will be
the same.
214
NETKEEPER® CRM
Step
Click SET to set the database location. Crystal will then
return to the SET LOCATION screen.
Comments
The location of SCMNk is
now set. Some reports have
more than one table and you
may need to set the location
of each table unless Crystal
prompts you if you want to
propagate the changes to all
tables. Click YES or OK to
set the location of all tables
to the same server and
database.
Click DONE to complete setting the database location.
Crystal may ask “
The database file has
changed. Proceed to fix the
report?
Crystal may also ask you to MAP one or more fields in the
database. This indicates that either the database in SQL
server has new fields or that the field selection in the report
was incorrect. In either case you must map all fields in the
reports or Crystal will drop the fields from the report.
Answer YES or OK to save
your changes and update the
database layout in the report.
215
NETKEEPER® CRM
RUN REPO RTS
NetKeeper reports are built using Crystal Report Writer®. To run a report you must first
register the report. The registration is required to run a report included with NetKeeper or to
run a report that you created using the Report Writer.
Registering a report is very simple, you just add the report to the Reports Available list.
To run the report, locate the report on the list and double click on the report or click the Run
Report button.
The standard NetKeeper Reports are listed in the “reports” folder in the NetKeeper folder
(directory).
Notes:
• To run a report built with Crystal Reports you need either the run-time Crystal Report
engine or the Crystal Reports program installed on your PC. Crystal Reports also
provides options to run the reports from a browser. This option lets you continue with
the “thin client” NetKeeper design where no additional components are installed on the
workstation.
• The installation file of Crystal Reports run-time can be found on your NetKeeper CD in
the CR or CR8 folder. Run the installation file to install the Crystal Reports run time on
a workstation.
• When running a report NetKeeper sends Crystal Reports the login string defined in the
NetKeeper Global Options area. Crystal Reports uses this login string to login to the
NetKeeper SQL database. The reports won’t run if Crystal cannot login to the database.
The run-time engine does not report an error, it simply closes down. Run the report from
the Crystal Reports program to check what the login parameters are for the report and
adjust the login string accordingly. Depending on the settings on your SQL server you
may need to create a user for the NetKeeper application and login to the SQL server
using this login or your reports will not run properly.
216
NETKEEPER® CRM
Registerthe Repo rt
Step
Click Reports on the NetKeeper main menu
Comments
Click List Reports and Merge Definitions to display the
Reports Available list.
Your Reports Available list
may be empty. To make it
easier to find a report the list
shows reports grouped by
report categories.
To expand the tree:
• click the (+) symbol
• right mouse click on
the category line and
select expand
• press CTRL-right
arrow
Click INSERT to add the very
first entry.
Click on a category line and
click INSERT to add other
entries to the list.
You can name the categories
per your requirements, there
are no pre-set names.
Highlight a category and click INSERT to add a link to
the merge document.
Just press INSERT if the list is
empty.
Pick the category (you may
need to enter one) and enter the
merge report description. The
other fields on this tab are not
required when defining a merge
document link.
A new category header is
automatically created when
entering a new Category in the
New Report Description
screen.
217
NETKEEPER® CRM
Step
Click on the ellipsis button (… ) and find the report that
you are registering.
Comments
You can also type the full path
to the report in the Report File
Name field.
The Window Title is the screen
label for the preview screen in
Crystal Report Writer.
Optionally set the window title.
The Selection Data area is optional
The selection formula and
selection query fields are
optional fields. These fields are
only used when the report uses
these fields. They have no
effect if the report does not use
these fields.
Click OK to save the data and register the report.
System reports, such as the
report used to print Service
Call via the Print Call button,
are registered and linked to the
button in the SETUP area.
However, you can also register
the same reports here if you
want to run them as regular
reports.
218
NETKEEPER® CRM
Ru n a repo rt
Step
Comments
Click List Reports and Merge Definitions to display the
Reports Available list.
To expand the tree:
• click the (+)
symbol
• right mouse
click on the
category line
and select
expand
• press CTRLright arrow
Expand the correct Category and highlight the report you want
to run.
To expand the tree:
• click the (+)
symbol
• right mouse
click on the
category line
and select
expand
• press CTRLright arrow
Double click on the selected reports or click the Run Report
button to run the report.
219
NETKEEPER® CRM
The program will display the Report Options dialog.
Select the options as
needed and click RUN
to run the report.
Crystal Reports will
display the report to
your screen if you
select Preview Report.
Use this option if you
don’t want to print the
report.
220
NETKEEPER® CRM
SET UP PRIO RITY L EVEL S
You can create as many priority levels as needed though we recommend that you create the
least number possible. Too many priority levels create operational problems, as priorities
are not assigned consistently. Priority “1” is the highest priority; you can label the priority
as needed to describe the priority level.
Note: You must create priority “0” if you need to enter requests without a priority level.
Priority “0” indicates no priority defined.
Priority data setup
Login as ADM to the Console program
Comments
Only the ADM account has
access to the setup area.
Click UTILITIES
Displays the Utilities menu
Click SETUP DATA
Displays the setup dialogs
Click RESET DEFAULT PRIORITIES
The program will create the
default priorities in the
PMTNk table.
Step
WARNING: This function will overwrite the existing
priority data!
The program creates 9 priority
levels and a “0” level that
defines “No Priority” defined
for a case.
221
NETKEEPER® CRM
Click PRIORITY DATA TABLE to view the currently
defined priority levels.
Comments
The priority table lists the
contents of the priority table,
PMYNK
To add a new priority level, click the INSERT button and
add the new information.
Priority is the priority level,
for example “2”
Step
Use the Description field to
define the priority level.
To change an existing priority level, click the CHANGE
button on the priority levels list.
To delete a priority level, highlight the entry and click the
DELETE button on the priority levels list.
222
Due In Hrs. – Defines the
number of working hours
before an item at this priority
is due. The number of working
hours per day is defined via
the “Set Work Hours”
function.
Changing the Due In Hrs.
entry will only affect items
entered after the change.
Deleting priority levels
currently in use may result in
items without the priority
description but the priority
level will still be recorded.
NETKEEPER® CRM
Step
To set the number of work hours per day click the SET
WORK HOURS button.
Enter the work hours per day data.
Comments
You can define workhours for
weekdays, Saturdays, Sundays
and holidays.
Leave the START TIME field
blank if you don’t work in that
period. Also leave the
corresponding Total Work
Hours at “0.00”.
The program will use the Start
Time and Total Work Hours
and Due In Hrs. fields to
calculate the due date of items
such as service requests and
to-dos.
Click OK to save the data.
223
NETKEEPER® CRM
CO NVERT FRO M NETKEEPER ISA M to NETKEEPER SQL
Step
Download and install the NetKeeper ISAM to SQL
converter program.
To download the Converter program go to:
http://www.netkeeper.com/other/nkuser1.htm
Scroll down the page until you find a link that says:
Start download NetKeeper HD Captain 6.32 to NK HD
SQL 7
Comments
The NetKeeper ISAM
programs are NetKeeper
programs that use files served
from a file server. This is the
source data for the
conversion. The ISAM files
will be converted into SQL
tables on your Microsoft®
SQL Server database.
The conversion program
works with any version of
Microsoft SQL 7 or higher.
Always scan for viruses any
file downloaded from the
Internet, even from safe sites.
Click on the link to download the NKCNV632.EXE
setup and installation file to your computer. Record the
folder where you placed the downloaded file.
Run and install the conversion program.
Open Windows Explorer and double click on the
NKCNV632.EXE downloaded file to install the
converter program.
Install the converter program
to its own folder, do not install
in an existing folder.
The NKCNV632.EXE setup
file will install
CONVERT.EXE and several
SQL script files.
Check that your NetKeeper Help Desk Captain database
is version v6.32 or higher. Upgrade if necessary.
Check that your NetKeeper database is not damaged and
does not include duplicate records. Run the CSRT utility
on your main tables if necessary.
To run CSRT:
Open a DOS window
Navigate to the NetKeeper
directory
At the prompt type:
CSRT <tablename>
Where <tablename> is the
name of the table
Example:
CSRT SCMNK
The CSRT utility should
complete without errors.
224
NETKEEPER® CRM
Step
Start the MS SQL Enterprise Manager program.
Comments
Enterprise Manager is the
main administrative tool in
MS SQL Server. Use your
MS SQL CD to install the
MS SQL Enterprise Manager
utility.
Create the NetKeeper database on your Microsoft SQL
server. (NetKeeper requires MS SQL server v 7.0 or
above)
Start with a fresh database
created just for this purpose.
Do not use a “test” database
that you may have created
previously. Using an existing
database may result in an
incorrect database layout.
To Create the database:
Right mouse click on the
DATABASE object in
Enterprise Manager.
Name the new database “NetKeeper”
Click New Database
You can name your database
any name you want but we
suggest that you use
“NetKeeper”
Accept all the other defaults
that MS SQL suggests in the
Database Properties dialog.
Click OK to create the new
database.
225
NETKEEPER® CRM
Step
The new “NetKeeper” database is now displayed in the
Enterprise Manager DATABASE tree.
Comments
Click on the “+” to expand the
database tree if necessary.
The new NetKeeper database
is ready for use.
Delete and recreate the
NetKeeper database if
something does not look right or
the database is damaged during
the conversion.
Backup your existing ISAM NetKeeper Help Desk
Program and data.
This is a precaution; you just
can’t have too many backups!
Make a temporary copy of your NetKeeper Help Desk
Captain directory.
In any case, you will be
working with a COPY of your
working data.
Use the COPY as the source
directory for the conversion
program to avoid any
problems with your original
data.
Use the Windows Explorer to make a copy of the entire
NetKeeper directory that holds your existing program
and data.
Start the Microsoft SQL Server Query Analyzer and
select NetKeeper as the database in the DB window.
The Microsoft SQL Server
Query Analyzer will be used
to run a series of commands
(a SQL script) that will create
the database layout and
settings required by
NetKeeper.
Experienced SQL users can
modify the scripts to suit
special needs but normally the
scripts are used without
modifications.
226
NETKEEPER® CRM
Step
Click on the Load SQL Script button and load the
nkdct2.sql script from the Converter folder.
Comments
The Converter folder is the
folder where you installed the
CONVERT.EXE program
from the file downloaded from
the Internet.
Double check that you are
using the nkdct2.sql script
from the Converter folder and
not from any other folder.
Using the wrong version of
nkdct2.sql may results in
errors in later steps of the data
conversion.
Double check that the
NetKeeper database is
selected as the default
database in the DB box.
Running a script on the wrong
database can erase or damage
existing databases!
Damaging someone else’s
data is a good way to ruin a
friendship.
Click the EXECUTE QUERY button to run the
SQL script.
The nkdct2.sql script will
create the basic table layouts
in the NetKeeper Database.
The SQL script should
227
NETKEEPER® CRM
Step
guidtrig.sql script from the Converter folder.
SQL script.
Run the CONVERT.EXE program to convert your
existing data into the SQL database.
To run the CONVERT.EXE program:
Run Windows Explorer and find the CONVERT.EXE
program.
228
Comments
using the guidtrig.sql script
from the Converter
Folder and not from any other
folder.
The SQL script should
The error “ CREATE
UNIQUE ERROR terminated
because a duplicate key was
found” usually indicates that
the GUID field is blank or
filled with blanks. The field
should on contain a NULL
before running the script. This
condition is usually due to a
“non-empty” database. Delete
and recreate the NetKeeper
database to correct this
problem.
The CONVERT.EXE
program was installed in a
previous step using the file
downloaded from the Internet.
NETKEEPER® CRM
Step
Double click on the CONVERT.EXE program to run
the program.
Click Select All Files to convert all files. This is the
default.
Comments
Press the SPACE bar to
deselect / reselect a file to
convert. This is useful if a
source file is damaged and
will not convert. You can rerun the CONVERT.EXE
program and convert just one
file but you must first make
sure that the matching table is
empty in your SQL database.
Use the SQL TRUNCATE
TABLE command to empty a
SQL table.
TRUNCATE TABLE
(T-SQL)
Removes all rows from a
table without logging the
individual row deletes.
Syntax
TRUNCATE TABLE
name
A rgu m ents
name
Is the name of the
table to truncate or
remove all rows from.
Click “Start the conversion” to
initiate the data conversion.
Confirm that you did backup your datafiles (and your
program files) to proceed.
Do not interrupt the
conversion process.
Delete and re-create the
NetKeeper database, then redo
the conversion if the
conversion process is
interrupted.
229
NETKEEPER® CRM
Step
Select the NetKeeper Captain data source directory
(folder)
Comments
The Captain data source is the
directory (folder) containing
the COPY of your original
NetKeeper data.
Login to SQL server
The conversion will not work
if you don’t have the correct
rights into the MS SQL
Server database.
Login with administrator
rights to insure that the
conversion process can create
and modify database objects.
Wait until the CONVERT.EXE program ends
The CONVERT.EXE will
convert file by file and
populate the SQL database
tables. The top of the dialog
indicates which file is being
converted.
Once CONVERT.EXE is
done your data is now in the
SQL database. All that
remains to be done is bring the
SQL database to the current
release layout.
230
NETKEEPER® CRM
Step
Create a full-text catalog server for your database.
The NetKeeper database is fully text indexed. A text
server must be created in SQL Server to maintain the text
index.
To create thefull-text catalog:
Open MS SQL Enterprise Manager
Expand the DATABASE object until you can see the
NETKEEPER database
Comments
The full-text catalog server is
a separate service that also
needs to be defined before it is
available for use.
Right mouse click on the Full-Text Catalog object in the
NetKeeper database object.
Right click on an object
always displays the available
actions for the object.
231
NETKEEPER® CRM
Step
Click NEW FULL-TEXT CATALOG to create a new
Full-Text catalog.
Comments
Name the new Full-Text
Catalog “NetKeeper_Text”
You can also define when and
how the Full-Text Catalog
will be populated. The FullText Catalog will be empty
until you build the catalog,
this is not an automatic
process and needs to be
repeated periodically of the
Full-Text Catalog will be
empty or out-of-date.
Click OK to create the Full-Text Catalog
nkcvt702.sql script from the Converter folder.
MAKE SURE THAT THE NETKEEPER
DATABASE IS SELECTED IN THE DB BOX
SQL script.
using the nkcvt702.sql
script from the Converter
Folder and not from any other
folder.
Double check that the
NetKeeper database is
selected as the default
database in the DB box.
Running a script on the wrong
database can erase or damage
existing databases!
Damaging someone else’s
data is a good way to ruin a
friendship.
The script should complete
without errors.
The database is now ready for
use and at revision level 7.02
Backup your new database.
232
Always a good idea to backup
your converted SQL database.
NETKEEPER® CRM
Step
Install your new NetKeeper Help Desk or NetKeeper
CRM software and run the NetKeeper Console program.
Comments
Don’t run the database
creation scripts per the
installation instructions since
you have already created the
database.
Optional: Convert to a level above v7.02
The database layout must
match the data requirements
of the program or the program
will return error 47 –
Mismatched database.
The conversion program and the conversion scripts will
convert your ISAM NetKeeper Help Desk data to SQL
NetKeeper Help Desk version 7.02. You need to run
additional scripts if your new NetKeeper Help Desk or
NetKeeper CRM program’s version is higher than 7.02
See the Installation section of the software and the
readme.txt file for additional upgrade information.
You don’t have to run other
scripts if your NetKeeper
software version is 7.02
To convert to a higher level run the SQL conversion
scripts supplied with your version of NetKeeper
Software.
The scripts will be located in the SQLscrpt folder of the
NetKeeper SQL software folder.
233
NETKEEPER® CRM
Im po rtsc reen c u sto m izatio n data to the NSM NK table
Use for language customization, also.
Step
Comments
Back up your program and data.
Use this backup to restore
your database should you
need to do so. Double
check that you have made
a good backup.
Start query analyzer
This utility is included with
the Microsoft® SQL
Server client.
Select your database name
(usually ‘NetKeeper’)
before executing the query
Run the query “truncate table nsmnk” to clear the
nsmnk table of all data.
Start Enterprise Manager
Right-mouse click on the database name and select
IMPORT DATA
234
The Enterprise Manager is
a utility included with MS
SQL Server
Setting up the DTS (Data
Transformation Services)
services to import data
from an external source.
NETKEEPER® CRM
Step
Comments
This will start the DTS Data Import Wizard. Click
NEXT to define the SOURCE of data.
The data source is the
external data that you are
importing.
Click NEXT to define the format of the data being
imported.
The format must match the
format of the data being
imported. This example
shows importing from an
ASCII (text) comma
delimited file (also called a
csv file). However, your
data source may be very
different.
Multima Corporation
customization files are
usually delivered as ASCII
comma delimited files. Set
the file format as shown on
the left to import data from
a Multima Corporation
customization file.
Click NEXT to complete the import file format
and select the delimiter.
This example uses
importing data from an
235
NETKEEPER® CRM
Step
Comments
ASCII (text) comma
delimited file. Your data
source may be very
different.
Click NEXT to select the destination.
The destination data is
your NetKeeper database.
This example imports to
the NSMNK table of
screen changes. Your
destination table may be
different.
Click NEXT to select the source and the
destination tables.
The source table contains
the data you are importing.
In this example you do not
have to select the source
table because the ASCII
file has no tables, just data.
The destination table is the
target table in your
NetKeeper database.
Screen customization data
is loaded into the NSMNK
table.
236
NETKEEPER® CRM
Step
Comments
Click NEXT. You may now save the data
transformation (data import) or execute the import
immediately.
Saving the data
transformation is useful if
you plan to repeat the data
transformation later.
Click NEXT then Click FINISH to execute the
import.
The import may be
successful but report an
error creating the table.
The table could not be
created because a table
with the same name was
already created. However
the data copy was
successful.
The error can be ignored
since the table already
exists in your NetKeeper
database.
The data import is now complete. Start your
NetKeeper software and check that the
customization changes are correctly displayed.
You have now imported
custom screen changes into
your NetKeeper system.
Additional customization
may be provided through
translation tables.
Translation tables are used
to use different languages
or to make “mass” changes
of the same text.
237
NETKEEPER® CRM
Step
Comments
Display and check the data in the target table
(NSMNK in this case) if the new customization
changes are not properly displayed.
To display the data, right
mouse click on the table
and select OPEN TABLE |
RETURN ALL ROWS.
Check that the data
imported matches the data
in your data source.
238
NETKEEPER® CRM
SEND L IST DA TA TO EXCEL
You can export data to Excel from most NetKeeper lists. The program will send to Excel the
data listed on screen. You can set filters to the on screen data or rearrange the columns
before you send the data to Excel. The program exports the data to a comma-delimited file
then calls Excel (or your default spreadsheet) to display the data.
Step
Open any list where you can right click to display the
OUTPUT menu option.
Comments
The output option
includes print and export
options.
You can set data filters,
sort order and column
order before exporting the
data.
Click Output then click Export to ASCII
NetKeeper will export the
data and display the data
in your default
spreadsheet program.
You can also send the
data to an HTML page to
publish the data on your
WEB site.
239
NETKEEPER® CRM
SERVICE REQUEST TEM PL A TES
The Service Request Templates (SRT) provide a way to quickly create the most often asked
requests. The SRT are used to create a new request using an existing request as a template.
Any existing request can be used as the template by checking the TEMPLATE checkbox on
the Service Request screen.
The SRT will duplicate the case except that it will not enter the data of the party requesting
service. All other data from the template request will be added to the new case.
M ake an existing servic e requ esta tem plate requ est
Step
Open the service request.
Comments
List the service requests and
click on CHANGE to open
an existing service request.
The request can be open or
closed.
Click 2-USER DEFINED
Mark the service request as a template.
Any existing service request
can be flagged as a service
template.
Un-check the TEMPLATE
check box to remove the
service request from the
template list. Un-checking
the TEMPLATE check box
does not affect the service
requests created from the
template.
Click OK to save the service request
240
NETKEEPER® CRM
Create a servic e requ estfro m a tem plate c ase.
Step
Click TOOLS on the main menu
Comments
Click Service Request Templates from the TOOLS sub
menu to display the Service Request Templates list.
Click the Service Request
Templates again to close the
list.
Open a blank service request.
Click SERVICE CALLS on
the main menu then click
NEW SERVICE CALL to
open a blank service
request.
Select or enter the name and data of the person
requesting the service request.
You can also select the
name of the person
requesting the service
request after dropping the
service request template on
the new service request.
Click on the Service Request Template list to select the
correct template. Drag and drop the template entry on
the blank service request.
The template will then be
merged with the new service
request.
241
NETKEEPER® CRM
Step
Comments
The new service request is now complete. With the
service request templates, a new service request, even a
complex one, can be completed in a few seconds
making the staff much more productive.
You can edit the
information on the new
service request as needed.
Editing the information on
the new service request does
not change the original
template.
242
NETKEEPER® CRM
AUTO M A TICM A IL M ERGE TO CREA TE M ERGED
DO CUM ENTS
Automatic Mail Merge enables a way to automatically pre fill mail merge
documents created with Microsoft® Word. Automatic Mail Merge is very useful to
create repetitive documents that will extract data from several tables in the
NetKeeper database.
Automatic Mail Merge does not replace the Mail Merge features in MS Word but
complements the features so you can pre-fill documents from the NetKeeper
database.
To create and build a mail merge document you must first create the Word merge
document and next create a link to the merge document in NetKeeper where you
specify the file name and the database fields.
Create the m ail m erge do c u m ent
Step
Start Microsoft Word
Comments
Compatible with most 32
bit versions of Word
Open a document or create a new document
Enter the body of the document.
• Enter the merge field names into the
document.
• Click INSERT on WORD’s main menu
• Select Field…
• Select Mail Merge from the Category list
• Select MergeField from the Field Name list
• Add the name of the database field next to the
MERGEFIELD label
Enter the text of the
document and leave
space for the database
fields.
Insert a merge field but
do not link the merge
field to a data source as
used when Word is
reading the data.
You can insert multiple
merge fields in your
document.
243
NETKEEPER® CRM
Step
Comments
document.
Entering a merge field
named CCMname. The
first three letters are the
first three letters of the
table name.
The completed Word merge document.
The completed merge
document has multiple
data fields.
You can name the data
fields as you like but we
suggest that the field
name be similar to the
corresponding field in the
database. This makes the
merge document easier to
understand.
244
NETKEEPER® CRM
Registerthe m erge do c u m entin NetKeeper and c reate the field links.
Step
Comments
Click List Reports and Merge Definitions to display
the Reports Available list.
Your Reports Available list may
be empty. To make it easier to
find a report the list shows
reports grouped by report
categories.
To expand the tree:
• right mouse click on the
category line and select
expand
• press CTRL-right arrow
• Click INSERT to add the
very first entry.
• Click on a category line
and click INSERT to add
other entries to the list.
You can name the categories per
your requirements; there are no
pre-set names.
245
NETKEEPER® CRM
Step
Comments
Highlight a category and click INSERT to add a link
to the merge document.
Press INSERT if the list is
empty.
Pick the category (you may need
to enter one) and enter the merge
report description. The other
fields on this tab are not required
when defining a merge document
link.
Click 3-Merge Data to display the Merge Data tab.
Click on the ellipsis (… ) button to select the Word
merge document.
Check the Mail Merge Document
checkbox to flag this report as a
link to a merge document.
Use the file dialog to locate the
word merge created in the
previous section.
This registers your Word merge
document with NetKeeper.
246
NETKEEPER® CRM
Step
Next create the data links. The data links match the
merge field names to the Netkeeper database field
name.
Comments
The database name is the name in
the NetKeeper database. The
Word Merge Field is the name of
the field in the Word merge
document.
The NetKeeper database names
are listed in the data dictionary.
The first three letters plus a colon
are the NetKeeper internal prefix
for the database field. These
prefixes are listed in the
NetKeeper data dictionary.
You can also “guess them” since
they almost always are the first
three letters of the table name
plus a colon.
For example, the first name field
in the contact table (CCMNK) is
ccm:firstname.
Click the green check or the OK
button to save the data.
Enter the other data links. Until all Word Merge
Fields are matched to a database field.
Add one entry per data merge
field.
The completed list can be
changed at any time. The field
names are not case sensitive.
A merge field without a matching
database field will appear blank
on the completed merged
document.
Click on the green check mark to
save the data.
247
NETKEEPER® CRM
Ru n the repo rtto c reate the m erged do c u m ent.
Step
Comments
Click List Reports and Merge Definitions to display
the Reports Available list.
To expand the tree:
expand
• press CTRL-right
arrow
Expand the Category that includes the link to the
merge document and highlight the report you want to
run.
To expand the tree:
expand
press CTRL-right arrow
248
NETKEEPER® CRM
Open the NetKeeper screen that contains the
information used by the merge document. In this
example the merge document uses information from
the contact table (CCMNK) and the service request
table (SCMNK). We use the service request screen
as the target since this example uses information
about a service request and the requesting user.
Organize your NetKeeper desktop so both screens
are visible and drag the report from the Reports
Available screen to the Service Request screen.
The merge document has a
specific task, in this example we
create a letter informing a user
that a request for service was
sent to an address.
NetKeeper will then process the request and prompt
for options about running the merge report.
The default settings are saved in
the global options, other settings
table. Suggested settings are MS
Word window visible and Close
Word after printing.
You can drop anywhere on the
target screen.
The variables in the other
settings table are:
MS Word window is visible
Section:WordMerge
Name: WordVisible
Value: 0 or 1
Start printing automatically
Section: WordMerge
Name: Autoprint
Value: 0 or 1
Close Word after printing
Section: WordMerge
Name: Autoclose
Value: 0 or 1
249
NETKEEPER® CRM
NetKeeper will next load the completed merged
Word document ready to be printed or edited.
The document is now complete.
Blank fields in the merged
document indicate that either the
database field is blank or that
the database field – merge field
link is incorrect.
Use the Word Merge Document
features to quickly create simple
or complex documents that are
often needed. This powerful
feature is a great time saver
compared with creating the
documents from scratch or
having to cut and paste the
information.
250
NETKEEPER® CRM
USE O F A TTA CHM ENTS
NetKeeper provides the capability to attach files, documents, databases, URLs and similar
objects to most screens in the program.
The objects attached to the screens are called “Attachments”. The Attachments offer a
useful way to attach information to a service request, contact or many other objects in
NetKeeper.
For example, you can attach a letter using a Word® document or a budget using an Excel®
spreadsheet. In fact you can attach almost anything including a WEB address (a URL) to
quickly reference a service bulletin or patch. Attaching WEB links is very useful when
recording the location of information sources, driver references or search results.
To add an attachment you need to:
• Open the screen related to the attachment
• Click on the Attachments TAB
• Drag the file to the list or click the (+) button
Add an attac hm ent
Step
Start NetKeeper and login as usual.
Comments
Open the screen related to the attachment.
The example shows the
Service Call Data screen.
Attachments can be used in
any screen that includes an
ATTACH tab where you can
add and display an
attachment.
251
NETKEEPER® CRM
Step
Click the ATTACH tab to display the attachments list.
Comments
Click the (+) button (or press the INSERT key) to
display the Attachment Data Screen and add a new
attachment.
Select the Object type:
Audio Clip – a WAV file
containing audio
Comment – A simple
comment or a link to any
object that can be started
from Windows Explorer or
from the command line.
Link – Same as Comment
but will display on WEB
pages such as FAQ pages.
Text – A text file
Picture – A picture file
Select the object type
Enter your First and Last name to identify the person
responsible for the attachment.
Enter description and comments as needed
252
NETKEEPER® CRM
Step
Click the ellipsis lookup button and select a file
Comments
The ellipsis (… ) button is to
the right of the Full file name
field.
The fields labeled type 2 and
type 3 can be used to classify
your attachments for
reporting purposes or the can
be relabeled or they can be
removed from the screen.
The View/Play button
displays the linked object.
The file (object) selected
must be in a shared drive if
you want other users to
access the file as well.
Drag and drop.
You can also use drag and drop to create an
attachment.
To use Drag and Drop:
Open Windows Explorer
Find the file
Drag the file to either the Attachment data Screen (see
previous step) or to the Attachment list on the related
screen (The service request screen in this case).
Fill in the other fields in the Attachment data Screen as
needed
Using drag and drop is faster
than filling the form.
Creating an attachment to a URL (WEB address)
Select object type Comment
or Link and enter the URL in
the Full file name field.
To drag a file:
Click on the file using the left
mouse button and hold the
left mouse button while
dragging the file name to
NetKeeper.
You must enter the full URL
including the protocol prefix
(http:// in this case).
You can also cut and paste
the URL from your WEB
browser’s address window.
Cut and paste is the best
method specially when
saving a very long URL such
as a WEB query.
253
NETKEEPER® CRM
SECURITY AND ACCESS L EVEL S
NetKeeper provides screen level security as well as area level security. This section
describes how to set up screen level security for your NetKeeper system.
Note: “access level” or “access group” are equivalent terms.
You can create security access levels to assign access right to individual screens. A staff
member can be a member of one or more access levels or groups. Each access level defines
the rights to access one or more screens. An access level can also be used to deny access to
one or more screens.
You can assign VIEW, CHANGE, DELETE and DENY rights to the group. View allows
read-only access to the screen, change allows adds, changes to the screen, DELETE allows
To set up the access levels you need to:
• Create the Access Level data
• Assign screen rights to the Access Level
• Assign Techs to the Access Level
• Assign screen rights to at least one screen to the Access level
254
NETKEEPER® CRM
Create A c c ess L evels
Step
Start NetKeeper and login as ADM – administrator (if
you are not already logged in).
Comments
Click Utilities
Click File Maintenance
Click Access Levels
Display the Access Levels
list
Adding an access level
Click the Insert button to
add a new access level.
You can define as many
access levels as necessary.
Each staff member can be
a member of one or more
access levels.
Enter the data for the access level
Name: Enter a name for
the Access Level. You can
enter any name.
Check the SubAdministrator box only if
you want to assign near
administrator rights to this
access level.
Sub-administrator rights
will grant access to nearly
every function in the
program.
The Access List TAB will
display all the screens that
can be accessed by this
Access Level.
255
NETKEEPER® CRM
Step
Set the default rights for the access level
Comments
The default rights are used
to pre-fill the rights when
assigning screens to this
access level.
View rights will allow
read-only access to the
screen.
Change rights will allow
adding new items or
changing existing items.
Delete rights will allow
deletes from the assigned
screen.
Deny rights overrides all
other rights and prevents
access to the screen.
Click OK to save the data
and create a new access
level.
IMPORTANT:
For the Access Level to operate you MUST assign at
least one screen to the Access Level. See below for
instructions on assigning screen rights to the Access
Level.
256
An “Insufficient rights”
error will be returned
unless one screen is
assigned rights for the
Access Level.
NETKEEPER® CRM
A ssign sc reen rights to the A c c ess L evel
Step
Start NetKeeper and login as Administrator (if you are not
already logged in).
Comments
Open the screen to which you will assign rights.
The example shows the
Service Call data screen but
you can assign rights to any
screen in the NetKeeper
program.
You can assign rights to one
or more screens. Members
of this Access Level can
access any screen if you
selected sub-administrator
level for this access level.
Press CTRL-R to display the Add Access Right dialog.
Press and hold the control
(CTRL) key and press the
“R” key.
Select the Access Level and
set the Access Rights for
this screen.
The PROGRAM field
displays a short description
of the program name. This
is set by the program and is
not displayed when adding a
new Access Right.
Click OK to save the access
rights for the screen.
Click DELETE to delete an
existing right for the screen.
Assign rights to all screens that will be available to the
Access Level.
If an Access Level is
allowed to use every screen
except one or two, assign
sub-administrator rights to
the Access Level then set
257
NETKEEPER® CRM
Step
Comments
DENY rights to the screens
where access is prohibited.
A ssign Tec hs to the A c c ess L evel
Step
Start the program and login as ADM (if you are not
already logged in).
Click Service Calls on the Main Menu (top of the
NetKeeper Screen)
Click Staff Members to display the Staff List.
Select the staff member to whom rights will be assigned.
Click Access Levels to display the available Access
Levels for this Staff Member.
258
Comments
NETKEEPER® CRM
You can add a Staff
Member to more than one
Access Level.
Click the (+) button to add the Staff Member to an Access
Level.
Click the (-) button to remove the Staff Member from the
Access Level.
259
NETKEEPER® CRM
IM PO RT DA TA INTO NETKEEPER SQL DA TA B A SES
Contents
1- Data Organization
2- Import Example
Use MS DTS (Microsoft (r) Data Transformation Services) to import data from
any source into the NetKeeper database.
Example:
Importing data into the Contact database, including department data.
NetKeeper is a full 3 tier contact system. The first tier is usually Company,
the second tier is Department and the third tier is Contact. These tiers can
be renamed.
Data Organization
The database tables are:
CIMNK --- Company data
CDMNK --- Department data
CCMNK --- Contact data
Relations:
CIMNK and CDMNK are related by the CIMSiteID and CIMSysID fields. Example
FROM Join (syntax may vary for different databases):
FROM CIMNK CIMNK
left outer join CDMNK
ON CDMNK.CIMSiteID = CIMNK.CIMSiteID AND CDMNK.CIMSysID =
CIMNK.CIMSysID
----------CIMNK and CCMNK are related by the CIMSiteID and CIMSysID fields. Example
FROM Join:
FROM CIMNK CIMNK
left outer join CCMNK
ON CCMNK.CIMSiteID = CIMNK.CIMSiteID AND CCMNK.CIMSysID =
CIMNK.CIMSysID
----------CIMNK and CDMNK are related by the CIMSiteID and CIMSysID fields. Example
FROM Join:
FROM CIMNK CIMNK
ON CDMNK.CIMSiteID = CIMNK.CIMSiteID AND CDMNK.CIMSysID =
CIMNK.CIMSysID
260
NETKEEPER® CRM
----------Example on relating all 3 tiers :
FROM CCMNK CCMNK
left outer join CIMNK
ON CIMNK.CIMSiteID = CCMNK.CIMSiteID AND CIMNK.CIMSysID =
CCMNK.CIMSysID
ON CDMNK.CDMSiteID = CCMNK.CDMSiteID AND CDMNK.CDMSysID =
CCMNK.CDMSysID
2- Import example.
A user has the following fields to import:
first name
last name
title
Department
Office
phone number
e-mail address
The data corresponds to fields in the Contact (CCMNK) table and the Department
(CDMNK) table. The data corresponds to internal users in a company so a link
to the Company (CIMNK) table is also implied.
Steps to import:
*- Use the NetKeeper console and the Organization List screen to create the
entries for the Company and Departments. Usually there are very few department
entries and it is easier to simply enter the departments. In this case there
is only one Company entry so just enter the Company data via the console.
*- Build a spreadsheet or comma delimited file with your data. Add the
relation fields to the spread sheet. In this case we need the following
relation fields:
cimsiteid, cimsysid, cdmsiteid and cdmsysid
Add the above fields to your source data spreadsheet or comma delimited file.
The columns in the source file are:
cimsiteid
cimsysid
cdmsiteid
cdmsysid
first name
last name
title
Department
261
NETKEEPER® CRM
Office
phone number
e-mail address
*- Determining the relation fields.
Open the Company record in the NetKeeper console and record the small number
on the upper right hand corner of the screen. The first number is cimsiteid
(usually 0 unless you have multiple sites). The second number is cimsysid.
Populate the value of cimsiteid and cimsysid to all rows since all contacts
are associated with the same Company.
Open the Department records in NetKeeper and record the small number
on the upper right hand corner of the screen. The first number is cdmsiteid
(usually 0 unless you have multiple sites). The second number is cdmsysid.
Match the correct ID number to each contact in the data you are importing. The
correct cdmsiteid and the correct cdmsysid will associate the contact to the
correct department.
*- Save the completed spreadsheet or comma delimited file and use the DTS
services to import the data into the CCMNK table. The fields must be matched
to the CCMNK field names as follows:
cimsiteid --> cimsiteid
cimsysid --> cimsysid
cdmsiteid --> cdmsiteid
cdmsysid --> cdmsysid
first name --> Firstname
last name --> LastName
title
--> Title
Department --> ignore no match, associated via cdmsiteid and cdmsysid
Office
--> userdef151
phone number --> TelWork
e-mail address --> Email
Notes:
1- In DTS, target transformation dialog uncheck "enable identity insert". The
database will automatically create the identity fields.
2- Do not import data into the GUID field, the database will create this
unique global identifier field.
262
NETKEEPER® CRM
TRO UBL ESH O O TING
Access Denied
This error is returned by DOS and indicates that you can not access a file. There are
many causes for this error. The most common are :
• You do not have sufficient access rights for the directory where NETKEEPER is
installed. You need WRITE, CREATE, DELETE rights.
• Your network requires that executable files be flagged as read only. Use the
ATTRIB command to set all of your shared executable files to read only
(ATTRIB*.EXE +r)
Another user has locked the file accidentally. Ask that all other users exit
NetKeeper. Try to copy the file to a temporary directory. If you can not
copy the file, your operating system may not have released the file due to
an OS malfunction. Check from your server's console that the file is not
locked. If it is locked, release the file and try again. If you still get the
error, run the CSRT utility on the file. This utility will read every record
on the file. Files that stay locked indicate a network or workstation set up
problem. If you are running Windows®, check that "background
processing" is enabled or Windows may not release files.
Window display problem
Window is displayed off screen and cannot be moved back because the edge of the
window is not displayed.
The last used screen position is saved in the HDSCRPOS.INI file in the user's window
directory. Deleting this file will reset the position of all screens to their default setting.
The program will recreate the required file automatically.
Disconnected from SQL server
ODBC or SQL server timeout connection problems
Almost all "dropped connection" problems are due to ODBC or SQL Server timeout
problems. Use SQL, network and ODBC troubleshooting tools to check where the
connection is broken or lost. This is often a time consuming task.
ID number for call is not re-used if a service request is cancelled.
SQL databases do not re-use identity fields. Identity field values are not re-used. A new
number will always be generated for a new service request to maintain database
integrity.
List headers are incorrect
Reset user configurable list to defaults
263
NETKEEPER® CRM
Most lists can be configured to the user's preferences. Some combinations of settings
may result in the list not displaying the data correctly or the column headers may be
incorrect. Reset the list to the default settings to correct the display of the list.
Only one user can login to the program even though I have a license for
many users
Check your serial number, an incorrect serial number will allow only one user to use
the program.
To enter the serial number in NetKeeper Help Desk SQL Or NetKeeper CRM SQL:
1- Login as ADM (administrator)
2- Select Utilities
3- Select Setup Data
4- Select Serial Number TAB
5- Enter the serial number and code
6- Click OK and save the new data
7- Exit the progam
8- Re-start the program
9- Login as ADM
10- Click HELP | ABOUT NETKEEPER
The ABOUT screen should display the correct number of licensed seats and both the
data and the program directory should point to the same folder.
Record was changed by another station
The record was changed by another user.
When saving a screen if two users open the same record at the same time and one user
saves the data then the second user saving the data will receive a message that "The
record was changed by another station".
Reports won’t run
Crystal Reports is not a "thin client" and you must install either the full Crystal Reports
or the runtime version of Crystal Reports
To run Crystal reports from another program, such as a NetKeeper program, you need
to install the Crystal Reports components on your workstation.
Choices to install the Crystal Reports on your workstation:
1- Install the full (developer's edition) on your workstation.
2- Install the base Crystal Reports and then run the Crystal Reports run-time API
installation included with NetKeeper programs.
3- Install the run-time API installation included with NetKeeper programs.
SolutionsKeeper Incorrect or damaged data
Selecting a Solution from SolutionsKeeper from a service request will "hang" the
program and not display the data from SolutionsKeeper
Damaged data tables may return "non-sense" results that may affect the operation of a
program.
264
NETKEEPER® CRM
Error Codes
The "PROGRAM HAS DETECTED AN ERROR" screen displays errors that may occur
while running the program. The errors posted include :
02
File not found
You may be in the wrong directory or the file was erased.
Can't start program. User can't get into Help Desk CRM
Error 2 solutions
Error 2 usually means that the program cannot find a file
A NetKeeper program will return ERROR 2 if it cannot find a data file.
There are two main reasons why a file cannot be found:
• The file does not exist
• The program is looking in the wrong directory
Solutions :
1- Check that the file exists in the NetKeeper directory. Do a file listing in the
NetKeeper directory. There should be many files with the DAT extension. These are
the data files.
If no DAT files are found, you probably need to run “the create all files” program.
2-Check that the directory from which you are running the program or audit utility
is the directory where NetKeeper is installed. It is easy to select the wrong
directory if you are running the collection utilities from the login script. If you are
trying to run the collection utilities from the login script, you may need to create a
fake root drive (MAP ROOT) and then switch to that drive before running the
collection scripts.
3-Less likely but also possible is that you have insufficient number of file handles
available. Check your computer's CONFIG.SYS. You may also need to check your
network configuration file (Example: NET.CFG)
04
Too many open files
Raise the number of files specified in the CONFIG.SYS file and in your network
configuration file (eg: SHELL.CFG)
This error indicates that the workstation can't open enough files to run the program.
NetKeeper need at least 120 file handles, the more, the better as you can open
several cases at the same time.
The user must increase the number of file handle available on the work station.
To increase the number of file handles available :
• DOS Machines : Increase the FILES= parameter in the CONFIG.SYS file
• WIN 3.x machines : Same as DOS machines
265
NETKEEPER® CRM
• NETWORKED machines : May also have to modify the NET.CFG file. Add
to this file :
• FILE HANDLES = 120
• If running WIN 95 or NT, please consult your network's manuals on how to
increase the number of file handles available.
Notes :
In CONFIG.SYS there must be NO spaces around the = sign
FILES=250 is OK but FILES = 250 will not work
In NET.CFG there must be spaces around the = sign.
32
File is already locked
Another user may be looking at the file using a program other than NetKeeper .
33
Record not available
The record has been deleted by another user.
35
Record not found
Record does not exist.
Record not found while populating the contact name on a service request via Ctrl_F
Company of Department information (Tier 1 and Tier 2 data) not available.
The links to the Company or Department may not exists. This can happen if you imported
the data from another system.
Display the Contacts list and find the Contact's data. Open the contact detail screen and
check that the link to the company or department is valid. Reselect the company or
department if necessary.
40
Creates duplicate key
You have entered data that duplicates existing key data. Usually data from the bar-code
reader attachment.
43
Record is already held
Another station may have crashed while holding a record. Usually this error will self repair
in about 1 minute. If the condition continues, run CFIL.EXE on the file.
45
Invalid file name
You have specified a file name that contains characters that DOS will not use.
47
Invalid record declaration
User updated and needs to update files.
266
NETKEEPER® CRM
Check that all NetKeeper programs are the same version. Mixed versions also cause error
47
The database and the program are of different versions. To correct the problem, update the
files that are out of date. There may be one or more files out of date.
You have mixed incompatible versions of NetKeeper Express, NetKeeper CRM or
NetKeeper Purchase Order.
51
File already open
Another user is examining the file using a program other than NetKeeper Express and
NetKeeper cannot use the file.
200
Incorrect Login
Check SQL Server Query Timeout settings
This setting is on the server.
*- In Enterprise Manager or equivalent open the SQL Server Properties (properties for the
entire server)
*- Select Connection TAB
*- Set Query Timeout to "0" for indefinite or no timeout
267
NETKEEPER® CRM
Help Desk Pro, 9, 10, 25, 28, 195, 196
A
ADDRESS FORMULA, 172
Admin Utilities, 188
advantages, 11
all files, 265
Application Broker, 13, 14, 15
Appointments, 121
Attachment, 94
Auto Dial, 53
Auto-Dialer Setup, 187
I
icon, 29, 86, 87, 91, 93, 94
ini file, 263
installation, 7, 13, 16, 17, 24, 30
INSTALLATION, 27
INTERNET E-MAIL, 175
Inventory, 144
ISSUE TRACKING, 162
Issue Types, 163
Issues, 147
B
bar code, 196
Business Opportunities, 129
K
Keywords, 113, 118, 180
L
C
CAPCOM, 16, 21, 22
CFIL, 266
CFIL.EXE, 266
Comm, 100
configuration manager, 25, 267
connection data, 88
Contact Keywords, 162
CONTACTS, 105
csrt, 263
Ctrl_S, 58
Customize, 36
D
data entry, 39, 53, 56, 57, 65
DROP LISTS, 170, 171
LAN inventory, 31
LAN INVENTORY, 69
lease, 7, 62, 70, 196
location, 70, 196
login, 30, 265
LOGIN, 169
lookup, 72, 77
M
mail ole, 13
main menu, 40
memory, 15, 17
menu, 16, 17, 24, 27, 39, 40, 166, 191
mouse, 40, 56, 72, 86, 91, 92, 93, 94
N
E
E-Mail, 180
END USER ACCESS, 189
equipment, 196
F
FAQs, 154
FastSearch, 89
Feedback, 81
file maintenance, 162
O
options, 24, 103, 166
Options, 35, 158, 159, 160, 181
P
G
GRAPHS, 158
Groups, 113, 114
H
help category information, 62, 78, 85, 86, 87, 92,
93, 94, 197, 198, 265
help desk, 9, 10, 11, 12, 21, 25, 29, 62, 72, 75,
78, 85, 88, 95, 190, 195, 196, 197, 198
268
Netkeeper Express, 25
Page, 99
pager, 180
password, 32
Passwords, 186
picture, 58, 94, 95, 197, 205, 206, 207, 208, 209,
210
Print, 152
Priorities, 73
priority, 21, 77, 100, 180, 185, 197
Priority Types, 163
purchase order, 62
PURCHASE ORDERS, 137
Purge, 188
NETKEEPER® CRM
Q
Query, 54
R
receiving a call, 63
reporting user information, 67
reporting users, 78, 196, 197, 198
reports, 103, 152, 183, 196, 206
REPORTS, 151
Reproduce Types, 163
Requirements, 15
Resolution Types, 164
S
scripts, 265
Search, 54
send preferences, 21
service call, 59, 62, 63, 64, 72, 75, 78, 85, 189,
195, 198
Service Request Queues, 162
setup, 17
Setup, 35
SETUP, 168
Setup Data Options, 166
Setup Options, 22
SOLUTIONKEEPER, 38
SolutionsKeeper, 3, 4, 9, 10, 11, 38, 42, 45, 59,
65, 67, 73, 78, 85, 86, 87, 91, 96, 102, 154,
155, 157, 158, 181, 189, 199, 201, 202, 203,
204
Speedwords, 71
Status Types, 164
T
tables, 39, 47, 85, 89
tech support, 28
technical support, 196, 197, 198
TIER SETUP, 174
To-Do, 119
troubleshooting, 263
U
User Defined, 58, 80, 109, 173
USER ENTRY, 186
user information, 67, 196
user satisfaction, 195, 198
UTILITIES, 161
W
WALLPAPER, 184
WEB PAGES, 156
wizard, 16
Wizard, 67
work orders, 78, 197
269
NETKEEPER® CRM
270

advantages of netkeeper® crm

Transcription

Similar documents

ACT! now

ACT! now

Vertafore SalesTrack Infographic

Building Patient Relationships 9-11

ELEAD CRM 2015

EASILY MANAGE ACCOUNTS, LEADS, SALES

Salesforce.com Compete

CYCRA Fast Flexx Probend CRM Instructions

Userguide - NN Markedsdata