Training Center

Welcome to the Training Center!

To access the training materials below, you will need to be logged into the Support Portal!

Welcome to Parature's Training Center. The content listed below is organized by module to help you easily find an issue topic and addresses frequently asked questions. In each module, you will find step-by-step instructions on how to configure, manage, and customize your Service Desk and Portal. To learn more about creating and managing your service desk. To expand an article, click on a topic below and click again to collapse the article. If you should need further support please browse the Knowledgebase or contact a Parature representative.



Getting Help from Parature Teams & Resources

    • There are many Self Help Options provided to you, such as:
      • Training Center - Find documents, worksheets, and videos to help you become a Parature expert!
      • Support Center - View Knowledgebase & Download content.
      • Printable User Guide - Learn how to configure, customize, and manage your Service Desk and Portal with detailed instructions and overviews of each Parature module in the Printable User Guide.

  • Can't find what you are looking for? Ask for Help from the Parature Support Team by:
    • Submitting a Ticket via the Support Center for a variety of ticket types.
    • Placing a Phone Call. Don't forget your Customer ID.
    • Sending an Email.
    • Submitting a suggestion for feature enhancements to Parature via Share Ideas

    Only Authorized Support Contacts have the ability to submit requests to Parature and your organization's Support Plan determines the contact methods and level of support available to your organization!

For an overview of the Service Desk and Support Portal Parature, view the Parature Basics Guide .

 

Ticket Module

The Ticket module manages how tickets are handled. CSRs can create escalation and new ticket routing rules, as well as customize ticket queue, email and alert settings in this module. To learn more about how to manage the ticket module, click a topic below.

Creating and Managing Tickets

Creating a New Ticket

You can create new tickets from the Ticket module, or directly from the account or customer's details page and relate the tickets to customers. To create a ticket, view this article.

Attach Files to a Ticket

You can attach files to tickets in the Service Desk whenever you create or edit a ticket in the Ticket module. Attaching files to tickets helps users and CSRs by adding context. Screenshots of issues or error messages can help CSRs and developers better understand a customer's questions and highlight the things that need to be addressed; PDFs of user guides and fact sheets or screenshots of configuration screens can help customers visualize the changes or solutions that they need to implement. To attach a file to a ticket, view this article.

Assign Tickets to CSRs

Using the Ticket module, CSRs with the appropriate permissions can assign tickets to themselves or to other CSRs. To assign Tickets to CSRs, view this article.

Delete and Restore Tickets

Old tickets can quickly become cluttered and make it difficult to find the information that you need. If you have tickets that you no longer want to keep track of, you can delete them and keep your ticket folders organized. To delete a ticket, you must possess the TT Admin role.

To delete a ticket or restore a ticket, view this article.

Closing a Ticket

When you close a ticket, the status of the ticket changes to "Closed". Closed tickets indicate that the customer is satisfied with the solution. Later, the customer can decide to either close out the ticket or re-open the ticket if they are no longer satisfied with the solution, depending upon your organization's workflow. To close a ticket from the Service Desk, view this article.

Archiving Tickets

Archiving tickets is a great way to remove resolved tickets from ticket queues while still keeping the content available to customers. Once you have archived a ticket, it is no longer displayed in its original ticket queue and moves to the Archived Tickets folder. To learn more about archiving tickets, view this article.

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Email to Ticket Conversion (E2T)

The Parature Service Desk allows you to automatically convert emails sent to your main support email address into Parature Tickets and submit them to your ticket queues. To enable Email to Ticket Conversion, speak with your Parature Account Executive and request that a Parature Email Address be created and configured for Email to Ticket Conversion. To learn more about configuring Email to Ticket Conversion, view this article.

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Ticket Queues

Ticket Queues determine which CSRs will see new tickets as they are submitted to your Support Portal. Ticket Queues consist of a list of CSRs who will be allowed to view tickets based on the criteria in Routing Rules. To learn more about creating and managing your ticket queues, view this article.

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Create Custom Assignment Actions for a Queue or Department

Ticket Administrators have the ability to map, assign, or clone actions to a specific Queue or Department. These actions can be integrated into your workflow to only be available to specific users or at specific times (for workflow changes contact Parature Support). A fixed mapping between an action and a Queue or Department enables you to be explicit about the outcome of the assignment (ex - Escalate to Tier 2 or Clone to Dev Team) and reduce errors that may occur if agents select the wrong location. To configure Assignment Actions, view this article.

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Time Sensitive Alerts

Time Sensitive Alerts (TSA) are actions that are performed automatically by the Parature Service Desk after a set period of time has passed. To create a TSA, view this article.

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Escalation Rules

Escalation rules are similar to the New Ticket Routing rules in that you may select a series of criteria to match on tickets. When the tickets match the criteria, you may choose to execute a series of "effects" such as setting a field as default, routing the ticket to a chosen queue or CSR, or emailing a contact or CSR. To learn more about creating escalation rules, view this article.

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Service Desk Ticket Widgets

The Edit Ticket Utility Widget allows you to see more information about the ticket you are currently working on and make edits to any of the Ticket fields without having to click the Edit Ticket Action button. To learn more about Ticket Widgets, view this article.

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Banning Emails & CC Lists

You may configure your Service Desk to prevent certain email addresses from being acknowledged by the Parature system. The most common use case for this feature is to keep certain users or Mailer-Daemons from creating tickets by sending emails to your support address during the Email to Ticket conversion process. It should also be used to prevent Email to Ticket loops by banning any email address that forwards to your Email to Ticket conversion address and has a 6000-character limit. To ban a specific email address, view this article.

The CC Feature enables tickets to store the email addresses of all CSRs and contacts that the ticket owner may want to include on ticket correspondence. This information is filled out when the ticket is created. To learn more about the CC feature, view this article.

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Knowledgebase Module

To learn more about the Knowledgebase module, click on a topic below.

Creating a Knowledgebase Reference

Knowledgebase references can address any number of issues or topics your customers encounter while using your organization's product or services. Types of knowledgebase references can include solutions to common issues, product or feature documentation, answers to frequently asked questions (FAQs), product briefs, and more. To create a knowledgebase reference, view this article. To move knowledgebase references from one folder to a different folder, view this article.

You can attach files to knowledgebase references in the Service Desk whenever you create or edit a reference in the Knowledgebase module. To attach a file to a knowledgebase reference, view this article.

Creating alternate questions allows you to answer similar questions with a single knowledgebase reference. Creating alternate questions will help you anticipate the different ways your customers might ask the same question while avoiding the need to create duplicate references. To create alternate questions, view this article.

You can embed Parature Video files directly into knowledgebase references to allow your customers to view related videos without having to navigate away from the knowledgebase reference. After you have uploaded your video file, you can embed the parature video. To learn more about embedding Parature video files, view this article.

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Knowledgebase Alerts

Knowledgebase Alerts can help you manage your self-service content efficiently. Actively monitoring feedback and subscriptions will help you make sure that the most helpful references and downloads are published — and that the content customers find non-helpful gets updated! Knowledgebase Alerts allow you to prioritize your update schedule and make sure that your Support Portal is the best that it can be. To configure Knowledgebase Alerts, view this article.

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Knowledgebase Subscriptions

Knowledgebase Subscriptions allow you to notify customers of updates to specific knowledgebase references. When a reference is updated, you can choose to send an email to all subscribed customers to let them know that there has been a change. To learn more about configuring Knowledgebase Subscriptions, click a topic below.

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Knowledgebase Feedback

The ability to leave feedback on Knowledgebase articles is controlled by Service Level Agreements. A customer can provide feedback by clicking on the Knowledgebase article and then clicking the Feedback button. To comment on a Knowledgebase article, view this article.

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Creating and Managing Knowledgebase Folders

Organizing your Knowledgebase and Download module content helps customers locate and use information on your Support Portal more efficiently. To learn more about organizing your knowledgebase, view this article.

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Download Module

In the Download module you can upload files and mangage all upload folders. To learn more about the Download module, click a topic below.

Batch Uploads

You can upload several files at once using the Batch Uploads feature. To perform a batch upload, view this article.

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Converting Files to Parature Video

Parature Video allows you to play video directly from your Service Desk or Support Portal using the hosted Parature Video player. These videos can also be embedded into knowledgebase articles. To convert files to Parature Video, view this article. Your video will continue to have the same flexibility and security of other download files. For a full list of supported video file formats, click here.

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EULA

An End-User License Agreement (EULA) is a document that lists the rights and responsibilities of end-users that customers must agree to in exchange for the use of a file, image, audio clip, document, or other downloadable content. You can create a EULA to attach to files that you host for your customers in the Download module. To create a EULA, view this article.

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Browse Files

Organizing your Knowledgebase and Download module content helps customers locate and use information on your Support Portal more efficiently. To learn more about organizing your Download module content, view this article.

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Account Module

In the Account module you can create new accounts and associate them to your customers. You can also filter and search accounts using the search tool bar. The Account module and Customer module are similar in that they both allow CSRs to create SLAs, associate products, and create emails. To learn more about creating and managing your accounts, click a topic below.

Creating New Accounts

The Account Module is designed to help group your Customers together. Your customers can easily be associated with each Account. To create a new Account, view article.

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Associating Customers

Associating Customers to Accounts helps to keep your customers and their profiles organized. To learn more about associating and dis-associating customers to an account, view this article.

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Creating and Managing SLAs

Service Level Agreements (SLAs) are agreements between your organization and your Customers. Individual Customers can be associated to an SLA, or you can associate entire Accounts to a particular SLA, so that any Customer that you add to that Account in the future will be automatically associated with the right SLA.To learn more about creating and managing SLAs in the Account module, view this article.

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Associating Products

Creating relationships between accounts, customers, and their products allows you to provide more personalized customer service. Customers can view articles and downloads related to their specific product. CSRs can also provide better support to your customers by knowing in advance what products they use.

To associate products to a customer or account, view this article.

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Creating Emails

You can create and send emails to Customers without leaving the account or Customer details page. To create an email in the Customer or Account module, view this article.

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Customer Module

In the Customer module you can create new customers and customize their profiles. You can also filter and search customers using the search tool bar. The Customer module and Account module are similar in that they both allow CSRs to create SLAs, associate products, and create emails. To learn more about creating and managing your customers, click a topic below.

Creating New Customers

Creating customer profiles allows you to obtain and store important information about your customers. You can also associate a new customer with an account, which allows you to better manage and organize your customers. Customers will inherit the Service Level Agreements of the account that they are associated with. To manually create a customer from the Service Desk, view this article.

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Managing Customers

Merging Customers

The merge process moves all history of the Source Customer to the Destination Customer. This process allows you to merge two active profiles into one active profile. To learn more about merging customers, view this article.

Add Notes

Notes are a useful tool for keeping track of additional information about a particular customer or account. To learn more about adding notes, view this article.

Associating Customers to Accounts

Associating Customers to Accounts helps to keep your customers and their profiles organized. To learn more about Associating Customers to Accounts, view this article.

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Creating and Managing SLAs

To learn more about creating and managing SLAs in the Customer module, view this article.

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Associating Products

Creating relationships between accounts, customers, and their products allows you to provide more personalized customer service. Customers can view articles and downloads related to their specific product. CSRs can also provide better support to your customers by knowing in advance what products they use. To associate products to a customer or account, view this article.

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Creating Emails

You can create and send emails to customers without leaving the account or customer details page. To create an email in the Customer or Account module, view this article.

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Reports Module

The Reports Module allows you to view your company's progress through Portal, CSR, Knowledgebase, Downloads, Ticket, Email summaries. To learn more about the Reports module, click on a topic below.

Running Standard Reports

In the Reports module, you can run standard reports on your Support Portal, CSRs, Knowledgebase, Downloads, Tickets, and Emails. To run one of Parature’s Standard Reports, view this article.

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Creating Custom Target Matrix Reports

Target Matrix Reports allow you to specify a custom time frame as the target range for reports, providing valuable comparisons between target and actual times for report statistics. To create a Target Matrix Report, view this article.

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Scheduling Premium Packaged and Custom Reports

Premium Packaged and Designer reports can be scheduled to run on a specific date in the future, or to run on a recurrent schedule, such as weekly, or on the 15th of each month. Scheduling reports can help you keep track of Key Performance Indicators (KPIs) and monitor other valuable statistics, such as most read knowledgebase articles and most downloaded files. To learn more about scheduling premium and custom reports, view this article.

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Product Module

Create, Associate, and Products

The Product module is where you can track products that your customers and accounts own. The product module lists all assets and manages SLAs. Customers can monitor all product details in this module. CSRs have instant access to all product information by customer, account or product. The Product Module consists of a Catalog, Products, and unique Assets. CSRs can create new products and associate them to Customers or Accounts. They can also search and filter products in the Catalog. To learn more about creating, associating and managing products, view this article.

Create, Delete, and Manage Assets

The Product module keeps track of all assets and manages your inventory. An asset is an individual instance of a product that is owned by a Customer or Account. To create an asset, there must be an existing product. After creating and saving an Asset, it can be found in the Asset Filters under the Pre-Approved Assets filter. Click the Product Name to display the Asset details along with the asset history. A unique Asset ID is created for each asset. To learn more about Product Assets, view this article.

Setup Module

In the Setup module, you can customize your company portal, chat, fields, feedback, and service desk. Also Department, Email, SSO settings can be found in the Setup module. To learn more about the Setup Module, click on a topic below.

Creating, Managing, and Deactivating CSRs

Customer Service Representatives (CSRs) are the agents responsible for providing front-line service to your Customers through the Support Portal. In order to do this, CSRs need to be given access to the tools provided by the Service Desk. To learn more about creating, managing, and deactivating CSRs, view this article.

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Usage Dashboard

The Usage Dashboard, which can be found in the Setup tab underneath the Account Management section, is a snapshot of your Parature usage. To learn more about the Usage Dashboard, view this article.

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Department Settings

Your Department Settings will help to describe your particular department, provide information to customers, and set default information, such as your timezone, for your department in the Parature system. To configure your department settings, view this article.

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Customizing Fields

Custom fields help you to create a more relevant customer service experience for your customers. External custom fields allow customers to better define the type of assistance they need on ticket and chat requests. Internal custom fields can help your CSRs better categorize the needs of customers and organize tickets and account and customer types, so that they can provide the best assistance possible. To learn more about custom fields, view this article.

Configuring Field Options

Certain field types, such as Drop-down, Multiple Checkbox, Multiple Drop-down, and Radio fields, will require you to configure field options. To learn more about these field options, view this article.

Creating Field Dependencies

Field dependency allows you to display or hide fields or field options based on the selections made in "Parent" fields.

Note: You can only create field dependencies for Parent Fields that are drop-down fields. To create a field dependency, view this article.

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Customizing Feedback

Customizing General Ticket Feedback

Ticket Feedback can help you gather valuable information from your Customers about their service experience. Using questions that you create, you can get data centered around specific Key Performance Indicators and learn what your Customers appreciate about your Support Portal and what they would like to see. To learn more about customizing Ticket Feedback, view this article.

Customizing Chat Feedback

Chat Feedback can help you gather valuable information from your Customers about their service experience. Using questions that you create, you can get data centered around specific Key Performance Indicators and learn what your Customers appreciate about your Support Portal and what they would like to see. To learn more about Chat Feedback, view this article.

Customize Customer & Account Feedback

Once you have customized your Ticket and Chat Feedback forms, you can control where the feedback data is displayed in your Parature System. To learn more about customizing Customer & Account Feedback data, view this article.

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Customize Service Desk

Search Settings

Using the drop down menu in the Searching Custom Text Field can define search behavior for Service Desk Ticket searches. To edit your Ticket Search Settings, view this article.

SSO

SSO End Points can enable Single Sign On (SSO) to your Service Desk or Support Portal for your CSRs and Customers. To learn more about configuring SSO End Points, view this article.

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Portal & Configuration Management

Find information about the many support channels available for your portal and how to customize the look and feel to meet your organization's needs.

Advanced Portal Styling for Flexible Portal Layouts:

Portal Security

Parature Administrators can configure several security settings for customers using the Parature Support Portal. To learn more about Portal Security, view this article.

Portal Tabs

Using Portal Tabs, you can include additional content on your Support Portal that is not managed using the Parature Service Desk. Doing this can help to provide your customers with information that you do not neceesarily want to include in your knowledgebase, such as a wiki. To create and delete Portal Tabs, view this article.

Email Module

In the Email module you can create emails, as well as archive them. You can also customize your email templates and signatures to your preference. To learn more about the Email module, click on a topic below.

Configuring Primary Email Address

The Primary Email Address is the email address that all support requests from your Support Portal visitors are sent to. All email sent to your visitors will be sent from this email address. To configure the Primary Email Address, view this article.

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Creating Emails

You can send emails to customers and to other CSRs from the Service Desk. Note that any emails sent via the Service Desk will be displayed as from the Parature Primary Email address specified in the Email Settings of the Setup tab. To learn more about creating emails view this article.

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Creating Email Templates

Email templates help you to send custom-designed email messages without needing to apply the desired changes every time you send an email. Automated emails and replies can also be configured to use email templates to provide a sense of continuity to all of your customer-facing interactions. To begin creating and editing email templates, view this article.

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Creating Email Signatures

Email signatures can consist of text and/or pictures that are automatically added to the bottom of your email messages. To add a signature to your email messages, view this article.

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SMTP Configuartion

You can use your organization's own email (SMTP) server to deliver email messages that are sent from the Service Desk. In order for this to work properly, you will need to have your own email server configured as an open SMTP relay or add mail1.parature.com to the list of trusted email relays. Using your own email server can prevent email communications from Parature from bouncing, being marked as spam, or simply not making it through to the intended party. To configure the Outgoing Mail Host option, view this article.

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Archive/Trash Emails

Archiving email allows you to clean out your folders, avoid clutter, and optimize performance. To learn more about archiving and trashing emails, view this article.

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Banning Emails

You may configure your Service Desk to prevent certain email addresses from being acknowledged by the Parature system. The most common use case for this feature is to keep certain users or Mailer-Daemons from creating tickets by sending emails to your support address during the Email to Ticket conversion process. It should also be used to prevent Email to Ticket loops by banning any email address that forwards to your Email to Ticket conversion address and has a 6000-character limit. To ban a specific email address, view this article.

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Chat Module

The Chat module allows you to customize your chat settings and manage CSR chats with customers. To learn more about the Chat module, click on a topic below.

Creating and Managing Chat Deployments

Customers do not always have to visit your Support Portal to take advantage of the Parature Live Chat feature. You can use Chat Buttons and Chat Links to give your customers access to the Live Chat feature from almost anywhere on the web. To learn more about Chat Deployments, view this article.

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Creating and Managing Chat Queues

Creating Chat Queues helps to make sure your customers are being helped as quickly as possible by the CSRs who are most knowledgeable about their questions, especially when paired with Routing Rules and Pre-Chat Questions. To create a Chat Queue, view this article.

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Creating and Managing Chat Routing Rules

You can use Chat Rules to route new chat requests to the appropriate Queue or CSR. To learn more about Creating and Managing Chat Rules, view this article.

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Customizing Chat Settings

To learn more about customizing chat settings, view this article.

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Chat Style Sheet

You can edit the Chat Style Sheet to customize the look and feel of your Parature Live Chat implementation to match your Support Portal.

To edit the Chat Style Sheet, view this article.

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Chat Options

There are several customization options for the Chat module. In the Chat tab, click the Options button to configure these settings. To learn more about each customization category, view this article.

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Chat Search

All chat sessions are preserved in the chat history. You can use the Chat Search feature to view the chat details and transcripts of recorded chat sessions. You may also use this feature to attach a ticket to your chat sessions. To use the Chat Search feature, view this article.

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Survey Module

To receive more feedback from customers, you can create Surveys in the Survey Module and distribute them via email invitations, web, or phone. You can customize surveys to your preference by creating your own questions and responses, as well as email designs. To learn more about creating and managing surveys, view this article.

Desktop Module

In the Desktop module, CSRs can plan and organize their tasks and events. My Calendar lists daily events and current tasks. CSRs can organize their tasks and events according to their schedules. Any task assigned to them will be notified on their calendar if there is a deadline. To view your tasks and events in the Desktop module, expand My Activities and click the My Calendar option.

My Calendar

In the calendar feature of the Desktop, you can also create new tasks and new events directly on your calendar. You can view your tasks and events in the daily, weekly, and monthly options in the calendar toolbar. To create a new task in My Calendar, click the New Task button in the calendar tool bar. To create a new event in My Calendar click the New Event button in the calendar tool bar.

My Tasks

To learn how to create tasks, view this article

My Events

Events are reminders within the Service Desk that allow you to specify a date, set a reminder, and send emails to all invited CSRs. To create a new event, view this article.

Ticket, Knowledgebase, Email Managers

In the Desktop module, you can view the number of New Tickets, Knowledgebase Suggestions, and Unread Emails in detail. To see a more detailed summary, click the manager links at the bottom of the fields. The link will take you directly to those modules.

Social Media

Parature provides Customer service through social media to support today's social Customer demands. Parature's Social Monitor manages your Customer activity through social channels and displays them in the Service Desk. Parature's social media creates a more efficient workflow and provides a great way to expand your Customer service. To learn more about implementing Social Monitor or Parature for Facebook in your Parature System, visit the Knowledgebase or contact your Customer Success Manager(CSM).

Social Monitor

Parature's Social Monitor provides Customer service through social channels, such as Facebook and Twitter. CSRs can monitor all social media activity through the Service Desk. Parature's Social Monitor manages all your social media efforts so that social channels are easily integrated into your workflow. To learn more about Social Monitor, view this article.

Parature for Facebook

Parature for Facebook provides Customer service through Facebook. Facebook features allow conversations to be monitored and Tickets can be created through Facebook. To learn more about Parature for Facebook, view this article.

 

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Topic Information
  • Topic #: 3-4011
  • Date Created: Jun 4, 09
  • Last Modified Since: Apr 9, 14
  • Viewed: 9075