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Post 6 of 9
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Good, but there's more...
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1. A critical part of a good Help Desk package is a flexible search capability that allows filtering for previous calls of a similar nature, either in the raw call database or in a Knowledge Base, which would hold standard solutions or protocols.2. An import feature can save a lot of implementation costs by easily pulling in user information from existing sources, usually in a standard data format, such as a CSV file.
3. The database should be a common format, such as SQL or Access, to allow for easy porting of information to and from the database. Larger operations should absolutely look for SQL or a similar engine to allow for handling of the significant amount of data involved.
4. Reporting is important not just for performance metrics but for tracking trends to help in creating proactive solutions.
5. One should budget for the maximum amount of staff that need to directly access the application ? the cost for many products escalates rapidly when you add more users.
Regarding items 2 and 3:
As part of a Help Desk implementation I combined data from several divergent sources (NT user accounts, Lotus account lists, HR info, etc.) into one CSV file for import into the Help Desk application database. We then were able to use the Help Desk database to generate company and departmental phone lists and other uses, using Word and Access, greatly increasing the return on investment. We were also able to add to the application?s database tables to provide for updates and reporting using fields not maintained by the Help Desk application.
Information in the Help Desk database was far more reliable than other sources, as when the information changed (due to user?s being added, removed, or transferred) IT was almost always involved, and we simply confirmed and updated all information as part of the process.
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Posted: 04/15/2003 @ 11:42 PM (PDT)
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- DonaldA-M
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- Job Role: Technical/PC Support
- Location: Liverpool, New York
- Member since: 01/28/2000
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