First Level Support 

First Level Support (FLS) can serve as a powerful knowledge tool for a help desk or customer support center.  With FLS, you can collect, preserve, and maintain the valuable knowledge and experience of your staff.  Record the solutions you discover to your callers’ problems and you will never have to solve a problem more than once! New support staff can be trained more quickly and efficiently and provide a consistent base of answers and solutions to improve customer satisfaction.  Topics include:

• Using First Level Support to resolve problem tickets
• Using Commercial Knowledge Trees
• Viewing linked note files, graphical images, and playing video or sound files
• Creating and modifying custom knowledge
• Importing and exporting knowledge

Alert Monitor 

Alert Monitor will keep users and technicians up to date on issues that have been assigned to them without having to be logged into Call Logging.  Your technicians are often in other programs, but need to be alerted when an issue has been assigned to them.  Based on groups created in Call Logging, Alert Monitor can be set to alert a technician whether they are at their desk or away from their desk, and will prompt the technician dependent on how the program is set-up.  

 Business Process Automation Module  

The Business Process Automation Module, or BPAM, is used to automatically monitor call record conditions.  An administrator will define business rules to govern the database. The module can then take actions to escalate issues, to modify call records, or to carry out predefined actions.  For example, a business rule can be defined so that Help Desk personnel are notified to examine call records that have been unchanged for more than five hours.  Topics include:

• Adding, editing, or deleting a business rule
• Modifying how issues are being monitored
• Setting up how call records are modified
• Selecting AutoTasks to be used in escalating issues
• Changing the order of existing business rules
• Enabling or disabling existing business rules without removing them from the list of rules

Security Based View Sets

HEAT allows you to create different views of the same form so members of certain roles can see fields on a form that other roles cannot.  Topics include:

• Harborstone Credit
• Apply the view to a role
• Test the viewes

External Tables 

You are able to use external tables to validate fields in your HEAT system.  This will allow you to read data from the external table without having to maintain it in two different databases.  Topics include:

• Prepare the external database for connection
• Design an external table connection in the HEAT system

Auto Ticket Generator 

With the Autoticket Generator, you can set up your HEAT system to open call records directly from messages sent to MAPI or VIM-compliant e-mail systems.  Topics include:

• Defining an Automatic Ticket
• Sending automatic tickets through e-mail

Answer Wizard 

Analyzing the information stored in HEAT will allow the Help Desk manager to make decisions, such as how many calls are taken in a particular period of time, how many calls are open, and which technicians are working on what issues, etc. Answer Wizard allows the user and/or manager to report on the Help Desk, without needing any knowledge of a report designer. By answering a series of questions, Answer Wizard will run a report based on those answers. Consistently requested reports can be added to a special area making further reporting even more efficient.  Topics included:

• Requesting reports through Answer Wizard
• Printing and exporting reports
• Putting often requested reports into a special area 

Manager’s Console 

Manager’s Console allows the Help Desk manager to visually keep track of what is going on in HEAT. This will allow them to better manage their staff and other issues that may come up, possibly handling a problem before it happens. Also, information on how past issues were resolved can be stored for future reference, not only helping the manager avoid a problem, but keep track of the solutions used in the past. By requesting the type of data to track and the style of graph to track the data, the user gets a real-time look at the database.  Topics include:

• Requesting data to track
• Creating graphs to track
• Managing the data
• Creating automated warning messages