1. So How Do You…?
Roman Trevino & Tim Durham
Management Controls
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2. “So how do you…?”
• Introduction to New Online Support Tool
• Demonstration
• Top Support Questions
• What Are Your Questions?
• Close
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3. TrackSoftware.com/help
• Features
– Issue Tracking
– Frequently Asked Questions / Knowledgebase
– Live Chat Support
• Flash drives for everyone!
– User Guide is on the flash drive
– Reminder URL is “on” the flash drive
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4. Customer Support System
Login Page
October 24, 2012 Management Controls, Inc. — CONFIDENTIAL 4

5. Customer Support System
Main Page
October 24, 2012 Management Controls, Inc. — CONFIDENTIAL 5

6. Customer Support System
Tickets
October 24, 2012 Management Controls, Inc. — CONFIDENTIAL 6

7. Customer Support System
Ticket Detail
October 24, 2012 Management Controls, Inc. — CONFIDENTIAL 7

8. Customer Support System
Submitting a Ticket – part 1
October 24, 2012 Management Controls, Inc. — CONFIDENTIAL 8

9. Customer Support System
Submitting a Ticket – part 2
October 24, 2012 Management Controls, Inc. — CONFIDENTIAL 9

10. Customer Support System
Knowledgebase
October 24, 2012 Management Controls, Inc. — CONFIDENTIAL 10

11. Customer Support System
News
October 24, 2012 Management Controls, Inc. — CONFIDENTIAL 11

12. Top Support Q’s
• “What are the new enhancements in this version?”
• “When a person is put to INACTIVE status…?”
• “What kind of reporting options are there for ad-hoc
users?”
• “I did the most recent Hotfix, but…?”
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13. Track Admin:
Location, Organization, and
Area Groups
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14. Track Admin: Search
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15. Your Q’s
• What Do You Want to Know How to Do?
• What Can We Do Better?
• Roman Trevino – Roman.Trevino@TrackSoftware.com
• Tim Durham – Tim.Durham@TrackSoftware.com
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16. Close
• Next Steps for You
• Will You Use the Support Tool?
• Questions?
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