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Microsoft Outlook
& SharePoint |
Team Helpdesk Manager menu in Outlook 2010
(located under the backstage view)
Team Helpdesk Manager menu in Outlook 2007,
2003 (located after the Outlook Help menu) |
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Team Helpdesk Client menu in Outlook 2010
(located under the backstage view)
Team Helpdesk Client menu in Outlook 2010,
2003
(located after the Outlook Help menu) |
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| Microsoft Outlook explorer view of
the Team Helpdesk 'Ongoing Cases' folder |
| Click to view an
enlarged resolution |
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| Copies of Support Cases that
are automatically synced to a
configured SharePoint list |
| Click to view an
enlarged resolution |
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| Microsoft Outlook view of the
Team Helpdesk support request form |
| Click to view an
enlarged resolution |
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| SharePoint Request Case form,
which is generated and derived from
the Team Helpdesk Outlook form
automatically. |
| Click to view an
enlarged resolution |
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| Microsoft Outlook explorer view of the
Team Helpdesk
'Knowledege base' folder |
| Click to view an
enlarged resolution |
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| Microsoft Outlook view of the
Team Helpdesk
'Knowledege base' form |
| Click to view an
enlarged resolution |
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| Team Helpdesk is seamlessly
integrated in your mailbox folder |
| Click to view an
enlarged resolution |
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| Team Helpdesk is seamlessly
integrated with your Outlook
contacts |
| Click to view an
enlarged resolution |
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| Choose a KB article and embed
into the reply to a support request
email |
| Click to view an
enlarged resolution |
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| Choose a predefined answer
and embed into the reply to a
support request email |
| Click to view an
enlarged resolution |
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Team
Helpdesk
administrative settings |
When Exchange database option is selected
When Access database option is selected
When SQL Server database option is selected |
| Team Helpdesk Helpdesk Data
Source |
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| Fields Mapping tool - use for
mapping Outlook helpdesk fields to
SharePoint |
| Click to view an
enlarged resolution |
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Case Options tab
Consolidated Conversation Threading tab |
| Team Helpdesk Case Options |
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Team
Helpdesk productivity
tools |
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Technician Web Access
(TWA) |
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| My Cases page - listing of
all support cases assigned to the
current technician |
| Click to view an
enlarged resolution |
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| Search/Query page - list
support cases based on a keyword or
a selected caller or case number. |
| Click to view an
enlarged resolution |
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| Load an existing case in the
support request web-form and work on
it (save, close, delete or re-open) |
| Click to view an
enlarged resolution |
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Customer Web Service (CWS) |
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| Browse or search through the
knowledge base articles for a
relevant resolution to a problem |
| Click to view an
enlarged resolution |
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Caller Web
Access (CWA) |
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| Login form to the Caller Web
Access (CWA) site - only applicable
for existing callers |
| Click to view an
enlarged resolution |
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| My Cases page - listing of
all support requests (both ongoing
and resolved) made by the current
caller |
| Click to view an
enlarged resolution |
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