Technical Overview for IT Professionals

Application Template: Call Center

Microsoft® Windows® SharePoint® Services 3.0 is technology in Windows Server® that offers an integrated portfolio of collaboration and communication services designed to connect people, information, processes and systems both within and beyond the organizational firewall. Now available at no additional cost, Windows SharePoint Services makes it simpler for IT professionals to implement and manage a team collaboration infrastructure. Application Templates are tailored to address the needs and requirements for specific business processes or sets of tasks for organizations of any size. The templates provide out-of-the-box, customizable scenarios which solve business needs as well as providing a starting point for partners and developers looking to build more sophisticated Windows SharePoint Services solutions.

Description of Template The Call Center application template for Windows SharePoint Services 3.0 helps teams manage service requests originating outside the company from inception through to cause identification, initial solution, escalation and resolution. The template helps track the progress of servicing request, with task oriented pages to display relevant information for each service request and an integrated knowledge base system. Dashboards help management track customer satisfaction with metrics such as issues resolution time, survey results, customer specific dashboards and customer service representative performance.

Using the template, call center representatives initiate a request by visiting the Call Center site to use the “Create a New Service Request” form, selecting the customer from the pull down list. Built in knowledge base and Support FAQ pages can simplify the process of researching solutions to service requests. A service representative can be assigned to the request, ensuring that it shows up on that user’s dashboard of active and open requests which must be attended to.

Activities Performed in this Application Template

© 2007 Microsoft Corporation. All rights reserved. www.microsoft.com/sharepointapps i  Provide customer service representative to search through FAQ and a Knowledge Base of relevant articles. Keywords and related articles can also be added to knowledge base articles, enabling simplified searching of solutions.

 Enable service representatives to create service requests, assign a priority and assign the request to the appropriate person.  View a dashboard of the status of service requests, who they are assigned to end user inputted details.  Receive filtered views of owned Help Desk requests.  Service Representative Managers can view a dashboard of the service department’s performance, including overall service request performance, priority and average resolution time in days.  Knowledge Managers can upload, tag and proactively manage documents that are relevant to the service desk through a user specific dashboard by entering keywords and selecting related documents.

Site Lists and Libraries Application Pages: A document library used to store the application pages listed below. Knowledge Base: Use this document library to write and store Knowledge Base articles and Documents to be shared with the team. Experts: Use this contact list to track experts within and outside of the organization.

Keywords: Use this list to manage keywords to tag items in the Knowledge Base.

The example companies, organizations, products, domain names, e-mail addresses, logos, people, places, and events depicted herein are fictitious. No association with any real company, organization, product, domain name, email address, logo, person, places, or events is intended or should be inferred. This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.

© 2007 Microsoft Corporation. All rights reserved. www.microsoft.com/sharepointapps ii Service Requests: Use the Service Requests list to track detailed information and resolutions for service requests. Support FAQs: Use the Support FAQs list to track common issues and resolutions. Tasks: Use the tasks list to enable Knowledge Managers to track tasks that are required. Links: Use the Links list to list web pages that your organization will find useful.

Customized Pages This site also contains customized pages which are used to provide customized dashboards for different individuals within the organizations:

CSR Home (csrhome): Provides a Customer Service Rep (CSR) specific dashboard listing a filtered view of owned and assigned service requests. Knowledge Manager Home (kmhome): Provides a dashboard specifically for the organizations knowledge manager, including a list of the documents in the knowledge base and a Task list. Service Representative Manager Home (mgrhome): Provides a dashboard giving the CSR Manager an overview of the department’s performance including overall service request status, service request priority and average resolution time.

Customizing SharePoint Sites and Templates Microsoft Office SharePoint Designer 2007 is a Web site development and management program that provides powerful tools to build, customize, and contribute to Windows SharePoint Services sites using the latest Web design technologies and established standards in an IT-controlled environment.

Use Office SharePoint Designer 2007 to create and deploy interactive solutions without having to write code. Automate business processes, such as document approval, custom event notification and other collaboration tasks with the workflow designer. Create reporting and tracking applications using data views and forms to easily gather and aggregate data from outside your site and from lists and document libraries on the Web.

Extend your solution by building advanced interactive Microsoft ASP.NET pages. Insert and edit controls with the same powerful activity menus and control property grids previously found only in the Microsoft Visual Studio® development system.

The example companies, organizations, products, domain names, e-mail addresses, logos, people, places, and events depicted herein are fictitious. No association with any real company, organization, product, domain name, email address, logo, person, places, or events is intended or should be inferred. This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.

© 2007 Microsoft Corporation. All rights reserved. www.microsoft.com/sharepointapps iii Technical Dependencies

The Call Center application template has the following technical requirements:  Microsoft Windows SharePoint Services 3.0*

*Review Windows SharePoint Services 3.0 system requirements for additional information: http://www.microsoft.com/technet/windowsserver/sharepoint/techinfo/sysreqs.mspx

More Information For more information on the technologies described in this article, please visit:

Microsoft Windows SharePoint Services 3.0: http://www.microsoft.com/sharepoint

Microsoft Office SharePoint Designer 2007: http://office.microsoft.com/sharepointdesigner

Application Templates for Windows SharePoint Services: http://www.microsoft.com/sharepointapps

The example companies, organizations, products, domain names, e-mail addresses, logos, people, places, and events depicted herein are fictitious. No association with any real company, organization, product, domain name, email address, logo, person, places, or events is intended or should be inferred. This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.

© 2007 Microsoft Corporation. All rights reserved. www.microsoft.com/sharepointapps iv