Glossary

Glossary

A
  • Administrator (System Administrator) One or more individuals in your organization who can configure and customize your Parature system.
    Users assigned to the Administrator CSR Role have administrator privileges (Access to all items within the Setup Tab) and can assign roles to CSRs for all other areas.
  • Alternate Questions Your customer’s may ask the same question in multiple ways. In many cases, you may only have one answer for all of these similar questions. The Knowledgebase module will allow you to group all of these similar questions together so that they will all point to one answer.

    (1)  Effectively organize your knowledgebase. Focus on managing one answer, therefore preventing your knowledgebase from accumulating redundant references.

    (2)  Enhance your Self-service search by providing customers with better chances of finding the correct answer quickly.

    Can be accessed after creating a Knowledgebase article through the Alternate Questions button at the top of the knowledgebase article edit page.

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B
  • Bug Report

    On the Parature Support ticket, use this ticket type to report any issues you may be experiencing with your Parature system.

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C
  • CSRs

    Your internal customer service representatives (Agents, End Users, etc) who will use the Service Desk to manage all your customer support requests.

  • Configuration Change Request

    On a Parature support ticket, a configuration change request is used by existing customers to request modifications, which require no custom work, to their Parature interface.

    A configuration change request can include the following:
    Tickets

    • Adding/removing ticket fields or changing field options for those customers who do not have the custom field editor.
    • Changes to or setting up Ticket field and option dependencies for customers with more complex ticketing schemes.
    • Adding/removing Ticket States, Actions, and State Transitions for customers who have purchased custom ticket workflow.

    Customer/Account Modules

    • Changes to the Customer and Account (if purchased) fields for those customers who do not have the custom field editor.

    Support Portal Text/Look-and-Feel

    • Customization Changes to your Support Portal as outlined in the document, pdf Customize Your Support Portal. Note that based on your contract, you may or may not be able to customize your Portal to the level that is described in this document.

        Other

        • Turning the following configuration settings on/off:
          See the document pdf Customize Your Support Portal for a complete list of these configuration settings. 
          • Ability for your customers to reply to tickets.
          • Submit/Solve and Submit/Grab action for New Tickets.
          • Ability to delete New Tickets.
          • Ability to view certain columns in List views
          • Etc...

         

      • Customer The term "customer" represents the web visitors whom you are providing customer service to. They do not have access to the Service Desk. They can only access the Service Portal, which is their web portal for all the support services available to them.
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      E
      • EULA

        EULA is an End User License Agreement.

        In Parature, you can create EULAs for your downloadable files so that your customers will be prompted to accept the agreement before they download the file.

      • End-Users

        The people to whom you are providing support (i.e., the users of your Support Portal and those users who submit tickets to your support system).

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      H
      • How To Ticket Type

        On the Parature Support ticket, use this ticket type to ask how a feature works or how to complete a task in Parature.

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      K
      • Knowledgebase

        A knowledgebase is a collection of information, comprised of articles, files, categories, links, images, resources, and more. Generally, information in a knowledgebase is related and organized in a file structure within the knowledgebase.

      • Knowledgebase Reference A Knowledgebase Reference (Article) represents a single kernel of knowledge inside of your knowledgebase.  These usually consist of a Question and Answer or Topic and Explanation.

         

        Here is an example of a Knowledgebase Reference:
        Question: Does choosing Next Day Air mean my order will arrive tomorrow?
        Answer: Not usually. Remember to add in the availability time of your items. If you order three 24-hour items and select Next Day Air shipping, the items will ship within 24 hours and arrive on the following business day--two business days total. Please also keep in mind that there is no weekend delivery for Second or Next Day Air.
      • Knowledgebase Workflow

        Parature offers a customizable knowledgebase workflow.

        To ensure the quality of your knowledgebase articles, you have the ability to create a workflow that will allow multiple draft statuses, such as In Review and Final Review.

        This feature will assist companies that want to set up a controlled review process for knowledgebase articles before publishing them on their support portal.

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      P
      • Pending Status (Customer)

        A customer of Pending Status originates from either a "Request for New Account" action from the Support Portal or from email-to-ticket conversion. A pending customer cannot login to the Support Portal until you convert their status to "Registered".

        If your customers simply have the ability to "request an account," they provide necessary information to you and wait for notification that their account has in fact been created and approved. In the Service Desk, you must view the pending customer information and confirm that an account should be registered for this customer or not. You have the option to view pending customer information and confirm that an account should be registered for this customer via the Pending Customers filter option.

        When a ticket is automatically created from an email sent by a customer (if you have the feature enabled), a ticket conversion is performed. At this time, if the information pulled from the email is from someone without an existing account, a new customer profile is created with the status of pending. Again, you will have to view the customer details and select the registered status to make them a registered user of the system.

      • Published Status (Knowledgebase and Downloads)

        Check box on a knowledgebase article or Download file that indicates the article/file been published to your organization's support portal.

        Please note that the article/file must also be in a Public Folder and Permissions must be set in order for the article/file to be visible to customers on the Support Portal.

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      R
      • Registered Status (Customer)

        A customer of Registered Status can login to the Support Portal to check the status of their tickets and more. If a customer (end user) has the ability to create his/her own account, the customer will automatically have the status of registered and can access all areas of the Support Portal at the time the account is created.

        If a customer simply has the ability to "request an account," he/she supplies necessary information to you and waits for notification that their account has in fact been created and approved. In the Service Desk, you must view the pending customer information and confirm that an account should be registered for this customer or not.

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      S
      • Save Button or link on most pages that you can click to save changes.
      • Service Desk The Service Desk is the Parature site that your support staff logs into and uses to manage and administer your Parature support solution. The Service Desk is the main access point to everything in the Parature product. You can manage users, customers, Knowledgebase, Tickets, Emails, Downloads, and more.
      • Support Portal The “customer-facing” Parature Support portal, which is the central access point for your end-users’ support needs. The Support Portal is designed to function as the "customer support" or "help" portion of your website. You can link directly to the Support Portal from your website for your customers to get help/customer service quickly and easily.

        The Support Portal home page is the start page for all the powerful online customer support features available to your customers. Your customers can search or browse the Knowledgebase (which you maintain in the Service Desk), or they can use the "Request Support" links to access the Service Request components such as Tickets, Email, and Live Chat.

        Support Portal URL:
        Login to your Service Desk and then select the "My Portal" link on the top right of your Service Desk.

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      U
      • User Users are anyone with a login and password to the Parature Service Desk. They include account administrators, customer service representatives (CSR), and any other users of the Service Desk, such as a knowledge manager. They are not the same as end users, which refers to portal users. Many times, CSR is used to stand in for user.

        To manage the users of your Parature account and their roles, log in to Service Desk and go to Setup. You need the Account Adminitrator role to do this.

      • User Roles Assigned responsibility of a support professional, user or employee. Administrators can define user roles in the organization setup and give them access to different parts of their Parature Service Desk.  User Roles can be created and modified via the Setup Tab within the Service Desk.
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