Tips for setting up the Web Portal

Tips for setting up the Web Portal for client self-service

The following tips may prove useful in setting up your HelpMaster Web Portal for client use.

Action Templates

Allowing clients to close their own jobs

This is achieved by creating a web-enabled Action Template that has the Job Status set to Closed. When the client uses this template, the job will be closed. If your business rules determine that clients are not allowed to close their jobs personally, you may wish to set up an action template that allows them to just enter a “Close job notice” style action that does not change the status or reassign the job, but only add a progress note to the job that alerts the staff member that is assigned the job that the client wishes it to be closed. The closed job action is therefore still the responsibility of the staff member.

Allowing clients to re-assign their own jobs

This is achieved by creating a web-enabled Action Template that has the Assignment drop-down box set to the person who the job will be assigned to

Allowing clients to add notes to their own jobs

This is achieved by creating a web-enabled Action Template that simply has an appropriate Action Summary code, and perhaps some text in the details area to prompt the client to enter the correct details.

Jobs

How to open and close a job in the same action

When you link an Action Template to the web-based job template, ensure that the job status of the Action Template is set to closed. When the client uses the Job Template, the job will be logged and closed in the same action.

Knowledge Base

Rating Knowledge Base articles

Encourage your clients to rate the knowledge base articles. This will provide good feedback on the content and quality of the articles. You can then run an efficiency report against the knowledge base articles to see which are the most popular, and which are the highest (and lowest) ranked.

General Configuration

Using URL buttons

It is possible to create up to 3 custom “Web Link” buttons that will appear along the top of every page within the HelpMaster Web Portal. When the client clicks on one of these links, they will be taken to the location that has been specified. Use these buttons to link to other web sites, intranet locations or other resources that will be useful to your clients. Use the Web Administration Utility to define the text and links for these buttons.

Further Information

For further information about setting up your HelpMasterWeb Portal, please contact PRD Software