Service Desk (Legacy)

Fleet-Net® for Windows Product of Avail Technologies, Inc.

Service Desk Overview

Avail has developed Service Desk to track complaints and compliments along with other user-defined categories that can be utilized through Customer Service. Standard reports include Service Desk Exceptions Report, Summary Report along with various Miscellaneous Reports. Distribution capabilities include Intranet and Internet utilizing installed email.

The Service Desk module is intended to be used to record, store, and track complaints, compliments, and commendations. The module allows entry of complaint; compliment or commendation data at the time the information is received. Completed complaint reports are forwarded to designated department(s) for response. Exception reports are generated for complaints that have not been forwarded to the department, or complaints that are not completed or verified.

Service Desk has security features that allow for confidentiality and accountability to be in place. These features will allow Management to maintain a record of complaints and compliments that are reported from customers.

User Guide Contents

• PRODUCT DESCRIPTION 4

• SERVICE DESK IMPLEMENTATION 5

• ABOUT THIS GUIDE 6

• SERVICE DESK SETUP 8

  • REPORT CODES 8

  • PRIORITY TIME LIMITS 13

  • CONTROL RECORD SETUP 13

  • SERVICE DESK MISCELLANEOUS CODES 14

  • MODIFY EMAIL 18

  • USER DEFINED DATA FORM SETUP 18

    • Data Fields 19

    • Form Restrictions 19

    • Field Restrictions 19

    • Rename Field 19

  • USER DEFINED DATA ENTRY 20

  • USER DEFINED DATA SECURITY SETUP 20

• CREATE REPORTS 20

  • Create Reports 21

  • Report Codes 24

• DEPARTMENTAL RESPONSE 28

• MANAGE OPEN REPORTS 30

• MANAGE CLOSED REPORTS 34

  • List Reports 34

• SERVICE DESK REPORTS/INQUIRES 36

  • VIEW EMPLOYEE COMPLAINTS 36

  • SUMMARY REPORT 37

  • REPORT NUMBER SEARCH 38

  • SERVICE DESK EXCEPTION REPORT 39

  • PREVIEW / PRINT SERVICE DESK REPORT 39

  • MISCELLANEOUS REPORTS 41

• GENERATE A RESPONSE LETTER 42

• EDIT REPORT (MGMT ONLY) 50

• EDIT REPORT AND RESPONSES (MGMT ONLY) 50

• EDIT REPORT/ RESPONSES AND ACTION TAKEN (MGMT ONLY) 50