Table Of Content

ManageEngine SupportCenter Plus - Admin Guide Table of Contents INTRODUCTION ...................................................................................................... 11 GETTING STARTED ............................................................................................... 13 SupportCenter Plus Users ................................................................................................................. 14 Importing Support Reps from Active Directory .................................................................................. 16 Importing Accounts & Contacts ......................................................................................................... 18 Mail Server Settings & Mail Configuration ......................................................................................... 20 Configuring Business Units ............................................................................................................... 22 All Business Units .............................................................................................................................. 27 Custom Views ................................................................................................................................ 34 Search Requests ........................................................................................................................... 39 Customer Portal Settings ................................................................................................................... 42 HOME PAGE ........................................................................................................... 45 License Expiry Alert ........................................................................................................................... 48 Dashboard ......................................................................................................................................... 49 Log a Call........................................................................................................................................... 52 My Tasks ........................................................................................................................................... 54 Publishing Announcements ............................................................................................................... 57 Notifications ....................................................................................................................................... 60 Reminders ......................................................................................................................................... 62 Preferences ....................................................................................................................................... 66 Personalize .................................................................................................................................... 66 Change Password .......................................................................................................................... 68 Organize Tabs ............................................................................................................................... 68 Feedback ........................................................................................................................................... 71 REQUESTS ............................................................................................................. 72 Request List View .............................................................................................................................. 76 Requests based on Filters ................................................................................................................. 80 Custom Views .................................................................................................................................... 82 Customizing Requests List View ....................................................................................................... 87 Zoho Corporation Pvt. Ltd. 1 ManageEngine SupportCenter Plus - Admin Guide Search Requests ............................................................................................................................... 88 Creating New Requests ..................................................................................................................... 92 Auto CC Recipient ............................................................................................................................. 96 Editing Requests ............................................................................................................................... 98 Deleting Requests ........................................................................................................................... 100 Trashing Requests .......................................................................................................................... 101 Closing Requests ............................................................................................................................ 103 Merging Requests ........................................................................................................................... 105 Assigning Requests to Support Rep ............................................................................................... 108 Archiving Requests .......................................................................................................................... 111 Request Details Page ...................................................................................................................... 115 Request Conversations ................................................................................................................... 124 Start/Stop Request Timer ................................................................................................................ 128 Adding Notes ................................................................................................................................... 130 Adding Attachments ........................................................................................................................ 131 Adding Tags .................................................................................................................................... 132 Adding Reminders ........................................................................................................................... 133 Move Request across Business Units ............................................................................................. 134 Duplicate Requests ......................................................................................................................... 138 Link Requests .................................................................................................................................. 139 Printing Requests ............................................................................................................................ 144 Mark as First Response ................................................................................................................... 145 Canned Responses ......................................................................................................................... 146 Add New Canned Response ....................................................................................................... 146 Editing Canned Response ........................................................................................................... 147 Deleting Canned Response ......................................................................................................... 148 Replying via Canned Response .................................................................................................. 148 Adding Resolution ........................................................................................................................... 149 Search Solutions ............................................................................................................................. 151 Submit For Approval ........................................................................................................................ 152 View Contact Details ....................................................................................................................... 154 View Requests by Contact .............................................................................................................. 155 Replying to the Contact ................................................................................................................... 156 Zoho Corporation Pvt. Ltd. 2 ManageEngine SupportCenter Plus - Admin Guide Forwarding Requests to Support Reps ........................................................................................... 159 E-mail the Support Rep ................................................................................................................... 162 SMS the Support Rep ...................................................................................................................... 164 Importing Requests from XLS file .................................................................................................... 165 SOLUTIONS .......................................................................................................... 171 Solution List View ............................................................................................................................ 172 Solutions based on filters ................................................................................................................ 175 Custom Views .................................................................................................................................. 176 Customizing Solutions List View ..................................................................................................... 180 Search Solutions ............................................................................................................................. 181 Adding New Solution ....................................................................................................................... 183 Solution Details Page ...................................................................................................................... 185 Rating and Comments ..................................................................................................................... 188 Editing Solutions .............................................................................................................................. 191 Deleting Solutions ............................................................................................................................ 191 Forwarding Solution ......................................................................................................................... 193 Submit for Approval ......................................................................................................................... 194 Approve/Reject Solution .................................................................................................................. 196 Managing Topics ............................................................................................................................. 197 Move Solution Topics across Business Units.................................................................................. 200 Browsing Solutions by Topic ........................................................................................................... 202 Topics Template .............................................................................................................................. 203 Expired Solutions ............................................................................................................................. 205 Importing Solutions from XLS file .................................................................................................... 206 CONTRACTS ......................................................................................................... 211 Contracts List View .......................................................................................................................... 214 Contracts based on filters ................................................................................................................ 216 Custom Views .................................................................................................................................. 217 Customizing Contracts List View ..................................................................................................... 221 Search Contracts ............................................................................................................................. 222 Creating New Contract .................................................................................................................... 224 Contract Details Page ...................................................................................................................... 227 Editing and Deleting Contracts ........................................................................................................ 230 Zoho Corporation Pvt. Ltd. 3 ManageEngine SupportCenter Plus - Admin Guide Renewing Contract .......................................................................................................................... 231 Printing Contracts ............................................................................................................................ 233 PRODUCTS ........................................................................................................... 234 Products List View ........................................................................................................................... 235 Adding New Product ........................................................................................................................ 237 Editing and Deleting Products ......................................................................................................... 239 Marking a Product as Inactive ......................................................................................................... 240 Importing Products from CSV file .................................................................................................... 242 ACCOUNTS ........................................................................................................... 243 Accounts List View .......................................................................................................................... 244 Accounts based on Filters ............................................................................................................... 247 Custom Views .................................................................................................................................. 248 Customizing Accounts List View ..................................................................................................... 252 Searching Accounts ......................................................................................................................... 254 Adding New Account ....................................................................................................................... 256 Account Details Page ...................................................................................................................... 258 Editing and Deleting Account .......................................................................................................... 266 Copy Accounts to Business Units ................................................................................................... 268 Marking an Account as Inactive ...................................................................................................... 269 Assigning Topic Template to Account ............................................................................................. 271 Importing Sales details from CSV file .............................................................................................. 274 Importing Accounts & Contacts from CSV file ................................................................................. 275 CONTACTS ........................................................................................................... 276 Contacts List View ........................................................................................................................... 277 Contacts based on Filters ................................................................................................................ 279 Custom Views .................................................................................................................................. 280 Customizing Contacts List View ...................................................................................................... 284 Search Contacts .............................................................................................................................. 286 Adding New Contact ........................................................................................................................ 288 Contact Details Page ....................................................................................................................... 290 Editing and Deleting Contacts ......................................................................................................... 293 Reconcile Contacts .......................................................................................................................... 295 Associate Accounts with Contacts .................................................................................................. 296 Zoho Corporation Pvt. Ltd. 4 ManageEngine SupportCenter Plus - Admin Guide Unapproved Contacts ...................................................................................................................... 297 Registered Contacts ........................................................................................................................ 298 Copy Contacts to Business Units .................................................................................................... 299 ACTIVITIES ........................................................................................................... 300 Activities List View ........................................................................................................................... 301 Viewing Activities based on Filters .................................................................................................. 303 Customizing Activities List View ...................................................................................................... 305 Searching Tasks and Events ........................................................................................................... 306 Adding New Tasks ........................................................................................................................... 307 Viewing Tasks ................................................................................................................................. 310 Adding New Events ......................................................................................................................... 312 Viewing Events ................................................................................................................................ 316 TIMESHEETS ........................................................................................................ 319 Viewing Timesheets ........................................................................................................................ 320 Billable, Non-Billable and Billed Timesheets ................................................................................... 323 Exporting Time Entries to QuickBooks ............................................................................................ 325 Deleting Timesheets ........................................................................................................................ 330 CONFIGURATIONS ............................................................................................... 331 Main Settings ................................................................................................................................... 333 Mail Server Settings ..................................................................................................................... 334 Mail Configuration ........................................................................................................................ 337 Notification Rules ......................................................................................................................... 338 Business Rules ............................................................................................................................ 341 Service Level Agreements ........................................................................................................... 347 Helpdesk Settings ............................................................................................................................ 350 Helpdesk Customizer ................................................................................................................... 351 Category .................................................................................................................................. 352 Editing and Deleting Category ................................................................................................ 354 Status ...................................................................................................................................... 356 Level ........................................................................................................................................ 358 Mode ....................................................................................................................................... 359 Priority ..................................................................................................................................... 360 Zoho Corporation Pvt. Ltd. 5 ManageEngine SupportCenter Plus - Admin Guide Request - Additional Fields ..................................................................................................... 361 Contact Field Permissions ....................................................................................................... 364 Request Closing Rules ............................................................................................................. 365 Request Templates ...................................................................................................................... 366 Scheduled Requests .................................................................................................................... 373 Time Entry Type ........................................................................................................................... 376 Time Entry - Additional Fields ...................................................................................................... 377 E-mail Command ......................................................................................................................... 380 Job Sheet Customizer.................................................................................................................. 383 Solution - Additional Fields .......................................................................................................... 386 Auto Invocation ............................................................................................................................ 388 Menu Invocation ........................................................................................................................... 391 Account Settings .............................................................................................................................. 393 Industry ........................................................................................................................................ 394 Product Types .............................................................................................................................. 395 Product - Additional Fields ........................................................................................................... 396 Account - Additional Fields .......................................................................................................... 399 Sales - Additional Fields .............................................................................................................. 402 Schedule CSV Import .................................................................................................................. 405 Customer Portal Settings ............................................................................................................. 407 Contract Settings ............................................................................................................................. 414 Support Services .......................................................................................................................... 415 Rate Types ................................................................................................................................... 416 Support Plan ................................................................................................................................ 417 Operational Hours ........................................................................................................................ 419 Holidays ....................................................................................................................................... 421 User and Related Settings............................................................................................................... 422 Roles ............................................................................................................................................ 423 Contact - Additional Fields ........................................................................................................... 426 Support Rep - Additional Fields ................................................................................................... 429 Support Reps ............................................................................................................................... 432 Account Managers ....................................................................................................................... 437 Groups ......................................................................................................................................... 438 Zoho Corporation Pvt. Ltd. 6 ManageEngine SupportCenter Plus - Admin Guide Windows Domains ....................................................................................................................... 440 Configuring Active Directory Authentication ................................................................................ 442 User Survey Settings ....................................................................................................................... 444 Survey Settings ............................................................................................................................ 445 Defining a Survey ......................................................................................................................... 447 Sending a Survey ......................................................................................................................... 450 Survey Preview ............................................................................................................................ 453 Viewing Survey Results ............................................................................................................... 454 Deleting Survey Results............................................................................................................... 457 Organization Settings ...................................................................................................................... 458 Organization Details ..................................................................................................................... 459 Settings ........................................................................................................................................ 460 System Notification Settings ........................................................................................................ 466 Data Archiving .............................................................................................................................. 468 Backup Scheduling ...................................................................................................................... 469 Integration & Add-ons ...................................................................................................................... 470 Twitter Integration ........................................................................................................................ 471 Computer Telephony Integration (CTI) ........................................................................................ 475 Telephony Server Settings ...................................................................................................... 475 Click to Dial .............................................................................................................................. 477 Screen Pops ............................................................................................................................. 477 Remote Assistance ...................................................................................................................... 479 Remote Assistance Setup ........................................................................................................ 480 Inviting Contacts from Request Details page .......................................................................... 481 Zoho CRM Settings ...................................................................................................................... 483 Custom Schedules ....................................................................................................................... 485 REPORTS .............................................................................................................. 487 Pre-defined Reports ........................................................................................................................ 488 Custom Reports ............................................................................................................................... 491 Viewing Reports .............................................................................................................................. 495 Query Reports ................................................................................................................................. 498 Scheduled Reports .......................................................................................................................... 499 Zoho Corporation Pvt. Ltd. 7 ManageEngine SupportCenter Plus - Admin Guide Report Settings ................................................................................................................................ 500 Exporting Report as PDF ................................................................................................................. 501 DASHBOARDS ..................................................................................................... 502 Adding Widgets to Dashboard ......................................................................................................... 505 Viewing Dashboards ........................................................................................................................ 510 MOBILE CLIENT ................................................................................................... 514 IPHONE APP ......................................................................................................... 532 MS-OUTLOOK INTEGRATION WITH SUPPORTCENTER PLUS ....................... 554 INTEGRATIONS .................................................................................................... 560 External Action Plug-in .................................................................................................................... 561 JIRA Integration ............................................................................................................................... 570 ServiceDesk Plus Integration .......................................................................................................... 581 API ......................................................................................................................... 587 API Settings in SupportCenter Plus ................................................................................................ 589 General Operations ......................................................................................................................... 591 Logging On to the Application ...................................................................................................... 592 View Business Unit List................................................................................................................ 594 Change Business Unit ................................................................................................................. 597 View Recent Items ....................................................................................................................... 599 Request Related Operations ........................................................................................................... 602 Add Request ................................................................................................................................ 603 View/Read Request ..................................................................................................................... 607 View/Read Request Description .................................................................................................. 611 View Request Filters .................................................................................................................... 614 View Request based on Filters .................................................................................................... 616 Update Request ........................................................................................................................... 619 Assign Request ............................................................................................................................ 623 Add Note ...................................................................................................................................... 625 View/Read Notes ......................................................................................................................... 628 Update Note ................................................................................................................................. 630 Delete Note .................................................................................................................................. 632 Add Attachment ........................................................................................................................... 635 Zoho Corporation Pvt. Ltd. 8 ManageEngine SupportCenter Plus - Admin Guide Add Resolution ............................................................................................................................. 641 View Resolution ........................................................................................................................... 643 Update Resolution ....................................................................................................................... 646 Add/Update Resolution and Change the status of a request ...................................................... 648 Add Time Entry ............................................................................................................................ 651 View/Read Time Entry ................................................................................................................. 654 Update Time Entry ....................................................................................................................... 656 Delete Time Entry ........................................................................................................................ 659 Close Request ............................................................................................................................. 662 Delete Request ............................................................................................................................ 664 View Conversation details of a Request ...................................................................................... 666 View full details of Request Conversation ................................................................................... 668 Reply/Forward Requests ............................................................................................................. 671 View Recent Activities on a Request ........................................................................................... 674 View Reply Properties.................................................................................................................. 676 View My Request Summary from a Business Unit ...................................................................... 678 View Request Summary of a Business Unit ................................................................................ 681 View list of Request Fields from a Business Unit ........................................................................ 683 Account/Contact Related Operations .............................................................................................. 690 Adding Account ............................................................................................................................ 690 View/Read Account ...................................................................................................................... 694 Adding Contact ............................................................................................................................ 697 View/Read Contact ...................................................................................................................... 700 View/Read Product ...................................................................................................................... 703 Solution Related Operations ........................................................................................................... 706 Add Solution ................................................................................................................................. 707 View/Read Solutions .................................................................................................................... 710 View Solution Filters .................................................................................................................... 713 View Solution based on Filters .................................................................................................... 715 Update Solution ........................................................................................................................... 718 Approve Solution .......................................................................................................................... 721 Reject Solution ............................................................................................................................. 724 Add Attachment ........................................................................................................................... 726 Zoho Corporation Pvt. Ltd. 9

Description:
Page 1. Page 2. ManageEngine SupportCenter Plus - Admin Guide. Zoho Corporation Pvt. Ltd. 1. Table of Contents SupportCenter Plus Users .
ebook img

ManageEngine SupportCenter Plus :: Admin Guide PDF

761 Pages·2014·11.06 MB·English
by  Zoho Corp.
Download
Upgrade Premium
Most books are stored in the elastic cloud where traffic is expensive. For this reason, we have a limit on daily download.

Download ManageEngine SupportCenter Plus :: Admin Guide PDF Free - Full Version

by Zoho Corp.| 2014| 761 pages| 11.06| English

Download ManageEngine SupportCenter Plus :: Admin Guide by Zoho Corp. in PDF format completely FREE. No registration required, no payment needed. Get instant access to this valuable resource on PDFdrive.to!

Free Download PDF

About ManageEngine SupportCenter Plus :: Admin Guide

Page 1. Page 2. ManageEngine SupportCenter Plus - Admin Guide. Zoho Corporation Pvt. Ltd. 1. Table of Contents SupportCenter Plus Users .

Detailed Information

Author:Zoho Corp.
Publication Year:2014
Pages:761
Language:English
File Size:11.06
Format:PDF
Price:FREE
Download Free PDF

Safe & Secure Download - No registration required

Why Choose PDFdrive for Your Free ManageEngine SupportCenter Plus :: Admin Guide Download?

  • 100% Free: No hidden fees or subscriptions required for one book every day.
  • No Registration: Immediate access is available without creating accounts for one book every day.
  • Safe and Secure: Clean downloads without malware or viruses
  • Multiple Formats: PDF, MOBI, Mpub,... optimized for all devices
  • Educational Resource: Supporting knowledge sharing and learning

Free Books Similar to ManageEngine SupportCenter Plus :: Admin Guide

Frequently Asked Questions

Is it really free to download ManageEngine SupportCenter Plus :: Admin Guide PDF?

Yes, on https://PDFdrive.to you can download ManageEngine SupportCenter Plus :: Admin Guide by Zoho Corp. completely free. We don't require any payment, subscription, or registration to access this PDF file. For 3 books every day.

How can I read ManageEngine SupportCenter Plus :: Admin Guide on my mobile device?

After downloading ManageEngine SupportCenter Plus :: Admin Guide PDF, you can open it with any PDF reader app on your phone or tablet. We recommend using Adobe Acrobat Reader, Apple Books, or Google Play Books for the best reading experience.

Is this the full version of ManageEngine SupportCenter Plus :: Admin Guide?

Yes, this is the complete PDF version of ManageEngine SupportCenter Plus :: Admin Guide by Zoho Corp.. You will be able to read the entire content as in the printed version without missing any pages.

Is it legal to download ManageEngine SupportCenter Plus :: Admin Guide PDF for free?

https://PDFdrive.to provides links to free educational resources available online. We do not store any files on our servers. Please be aware of copyright laws in your country before downloading.

The materials shared are intended for research, educational, and personal use in accordance with fair use principles.

Upgrade Premium
Most books are stored in the elastic cloud where traffic is expensive. For this reason, we have a limit on daily download.
We use cookies

We use cookies to ensure you get the best browsing experience on our website. By clicking "Accept Cookies", you agree that we can store cookies on your device in accordance with our Terms and Privacy.