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Helpdesk step-wise documentation for common scenarios

Created: 03 Apr 2013 | 3 comments
ssteele's picture

Does anyone know if this has been created by SYMC or shared by a partner? We can create something for our clients -- a combination of admin guide excerpts and our own tips/tricks -- but I'd rather not "recreate the wheel".

Think of a document that guides a helpdesk rep on what to do when a user calls, can't log in, as helpdesk resource I first click A, then do B, then read C to user, etc.


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Alex_CST's picture

I am not sure there is such a thing.  It wouldn't take much to do though, as a WDRT admin (I hope your helpdesk staff are WDRT only admins!) its only 3 screens and you're there

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ssteele's picture

Yep, for WDRT it's straightforward and easily documented (or re-documented). There are a number of use cases we'd like documented, though -- just hoped there was a Helpdesk-oriented doc already out there.

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PGP_Ben's picture

There is some various how-to videos that we created which might assist with this. See here:

They are more driven to the end user, but might be useful in training your helpdesk on how to assist end users?

We also offer individual administrator training courses for a fee. You would just need to get in touch with your partner or sales contact to arrange this.

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