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Self-Help Desk Feature: Rich Resource InfoBase

Document Types

The Self-Help Desk database contains several document types, together forming a rich, comprehensive information database. Here are the document types:

Document Type Description

Announcement Announcements are pieces of information that typically have a short life span.
The current Announcement is displayed on the Home Page. To read the current announcement, click the announcement.

To read previous announcements, click the Announcements view and then double-click any of the announcements to read them.

Download Downloads are typically things such as software patches and drivers, but can also include corporate logos, commonly-used document templates, employee handbooks, self-contained .EXEs, and the like.

FAQ Frequently Asked Questions (FAQs) are questions that are often asked of the Help Desk. Rather than answering the same question over and over, the Help Desk can answer the question in the form of a FAQ document.

Help Desk personnel can easily copy Forum, Problem Report, and Service Request data into new FAQs.

Forum/Response The Forum is where you can discuss things, ask questions, make announcements, make suggestions, etc. When you create a Forum document, you can set the Type field to any value:

All Forum and Response content is included in the full text index, so in addition to contributing to a discussion, you are also contributing to the knowledge store in your company.

You can respond to the Forum documents that other people post. While reading a Forum document or when selected in the view, click the Respond button.

When you choose Ask a Question or Make a Suggestion from the navigator, you are creating a Forum document, and it will appear in the Forum view after you save it.

Only the Subject field is required, though it is probably not enough room to express yourself. You can also use the Content field, which allows you to change the font and add tables and graphics.

The Document Properties fields are optional, though if you have time, you should try to add information there as well. The properties fields are used by the Search Wizard to help other people find your document. You can select from a list of default values, or enter your own.

Policy Policies are enforceable rules of conduct, whether software or employment related. The on-line policy manual can cover everything to phone, network, and e-mail usage policies to the company's reimbursement or retirement plans.

Problem Report If you cannot solve your problem with FAQs, Tips, or Tutorials, or you know that there is a problem that you cannot solve without help, you can create a Problem Report.

Service Request Whereas you use Problem Reports to ask for assistance with a problem, you should use a Service Request to request help with something other than a problem. The fields for both types of requests are very similar, and both document types appear in the Service Request view.

Tip Help Desk personnel can easily copy Forum, Problem Report, and Service Request data into new Tips.

Document Relationships

All document types share the same four categorization fields, so users can look for similar themes across documents.

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Document Type	Description
Announcement	Announcements are pieces of information that typically have a short life span. The current Announcement is displayed on the Home Page. To read the current announcement, click the announcement. To read previous announcements, click the Announcements view and then double-click any of the announcements to read them.
Download	Downloads are typically things such as software patches and drivers, but can also include corporate logos, commonly-used document templates, employee handbooks, self-contained .EXEs, and the like.
FAQ	Frequently Asked Questions (FAQs) are questions that are often asked of the Help Desk. Rather than answering the same question over and over, the Help Desk can answer the question in the form of a FAQ document. Help Desk personnel can easily copy Forum, Problem Report, and Service Request data into new FAQs.
Forum/Response	The Forum is where you can discuss things, ask questions, make announcements, make suggestions, etc. When you create a Forum document, you can set the Type field to any value: All Forum and Response content is included in the full text index, so in addition to contributing to a discussion, you are also contributing to the knowledge store in your company. You can respond to the Forum documents that other people post. While reading a Forum document or when selected in the view, click the Respond button. When you choose Ask a Question or Make a Suggestion from the navigator, you are creating a Forum document, and it will appear in the Forum view after you save it. Only the Subject field is required, though it is probably not enough room to express yourself. You can also use the Content field, which allows you to change the font and add tables and graphics. The Document Properties fields are optional, though if you have time, you should try to add information there as well. The properties fields are used by the Search Wizard to help other people find your document. You can select from a list of default values, or enter your own.
Policy	Policies are enforceable rules of conduct, whether software or employment related. The on-line policy manual can cover everything to phone, network, and e-mail usage policies to the company's reimbursement or retirement plans.
Problem Report	If you cannot solve your problem with FAQs, Tips, or Tutorials, or you know that there is a problem that you cannot solve without help, you can create a Problem Report.
Service Request	Whereas you use Problem Reports to ask for assistance with a problem, you should use a Service Request to request help with something other than a problem. The fields for both types of requests are very similar, and both document types appear in the Service Request view.
Tip	Help Desk personnel can easily copy Forum, Problem Report, and Service Request data into new Tips.