play makAll work and no play makes Jack a dull boy. All work and no play makes Jack a dull boy. All work and no play makes Jack a dull boy. All work and no play makes Jack a dull boy. All work and no play makes Jack a dull boy. All work and no play makes Jack a dull boy. All work and no play makes Jack a dull boy. All work and no play makes Jack a dull boy. All work and no play makes Jack a dull boy. All work and no play makes Jack a dull boy. All work and no play makes Jack a dull boy. All
HBAM2016AUG95
Pro 3.0
All work and no play makes Jack a dull boy. All work and no play makes Jack a dull boy. All work and no play makes Jack a dull boy. All work and no play makes Jack a dull boy. All work and no play makes Jack a dull boy. All work and no play makes Jack a dull boy. All work and no play makes Jack a dull boy. All work and no play makes Jack a dull boy. All work and no play makes Jack a dull boy. All work and no play makes Jack a dullCopyright 1984-1996 Claris Corporation
and no play makes Jack a dull boy. All work and no play makes Jack a dull boy. All work and no play makes Jack a dull boy. All work and no play makes Jack a dull boy. All work and no play makes Jack a dull boy. All work and no play makes Jack a dull boy. All work and no play makes Jack a dull boy. All work and no play makes Jack a dull boy. All work and no play makes Jack a dull boy. All work and no play makes Jack a dull boy. All work and no play makes Jack a dull boy. All work and no play makes Jack a dull boy. All work and no play makes Jack a dull boy.
HBAM3016AUG95@
about
design
Open Caller Info
Used to open the Caller.FP3 file, which is where individual support callers are stored.
Open Support
Used to open the Support.FP3 file, which is where each support call is stored.
Open Scripts
Used to open the Scripts.FP3 file, which is used to memorize support call situations, that can be easily reused for similar support call situations.
Open Equipment
Used to open the Equipment.FP3 file, which stores the individual equipment that is supported for each caller.
Open M
in color, found in the lower right section of this screen) and then hit the TAB key. You will notice the Problem & Resolution information be entered automatically from information from that script in the Scripts database.
VgWgP
Helpers
1/3/99
CATAGORY
MANUAL SEPARATOR 1
MESSAGE
SORT CODE
TOPIC
TopicB
MessageB
A Sort CodeB
CatagoryB
Manual Separator 1B
Form (PRINT)
Manual Maker
FormB
Topic
MessageF
Sort
CatagoryJ
Professional Support HelpK
List AllL
PrintM
List
ListB
L2mN?
T3b's
Helvetica
Geneva
information. There are 5 other TABs that have not been defined and are available for use for registered owners of Professional Support using FileMaker Pro by FileMaker Inc.
AboutE
A5FileMaker Design Scripts Used In Professional Support
Open Caller Info
Used to open the Caller.FP3 file, which is where individual support callers are stored.
Open Support
Used to open the Support.FP3 file, which is where each support call is stored.
Open Scripts
Used to open the Scripts.FP3 file, which is used to memorize support call situations, that can be easily reused for similar support call situations.
Open Equipment
Used to open the Equipment.FP3 file, which stores the individual equipment that is supported for each caller.
Open M
d and paste in the Contact ID # that you copied from the Contacts module. Hit the TAB key and the contact information will be entered automaticallC
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Pro 3.0F!
Pro 3.0 - 4.0M1
Sunday
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
January
February
March
April
August
September
October
November
December
1st Quarter
2nd Quarter
3rd Quarter
4th Quarter
s called Comments. It allows you an area to add free form notes to each record. There are 4 other TABs that have not been defined and are available for use for registered owners of Professional Support using FileMaker Pro by FileMaker Inc.
AboutE
About The Vendor File
PROFESSIONAL SUPPORT
VENDOR.FP3
This file houses information for vendors that can be associated with your support calls and/or the equipment/software involved in those support calls. It is linked to other files and can be used as a lookup resource or provide information directly into the records of other Professional Support files.
Along the bottom of the screen, you will see a TAB interface with up to 6 different choices. The first choice is called General Info and holds basic vendor
PROFESSIONAL SUPPORT
SCRIPTS
Whatever logging strategy you may employ, you may get some common calls that could always be logged the same way. The Professional Support Scripts database is used to store problem & resolution information from common support calls. Here you can enter the appropriate Script ID number in the Support Module and the Problem & Resolution information is automatically entered.
TO DO
Go to the Support Database and enter in 1001 into the Script Link Field (light reB
d in color, found in the lower right section of this screen) and then hit the TAB key. You will notice the Problem & Resolution information be entered automatically from information from that script in the Scripts database.
AboutE
About Professional Support
d to Full Screen.
There is a variety of methods that management may decide to log support calls. These include
Total 100% Logging
100% Login of new or troublesome products
A specific logging day each week
Logging of calls that may have difficulty being resolved on first call
Any combination of the above.
New with version 3.1 is the ability to save a logged call as a script. This allows you to use this script to auto enter support calls of a repetitive nature.
TO DO
Create a new supC
port record and paste in the Contact ID # that you copied from the Contacts module. Hit the TAB key and the contact information will be entered automatically.
AboutE
About The Scripts File
7.5.1
CONTACT STANDARD PLEDGE TABTAB
TopicD
MessageJ
Manual Separator 1
A!About The Caller Information File
PROFESSIONAL SUPPORT
CALLER.FP3
This is your electronic rolodex of the contacts that reach your call center. Here you can enter contact data once and then use it every time that a contact calls. This will increase both consistency and accuracy to your logged calls.
A new unique Contact ID is created automatically for each new contact record. This contact id links the logging database (Professional Support Support) to the contacts database (Professional Support Contacts).
Along the
eturning to the original layout.
Go To Related Equipment
Allows you to choose a listed piece of equipment from the Caller.FP3 file and jump to the full screen description of it in the Equip.FP3. Allows you to drill down for more information.
Go To Related Support Call History
Allows you to choose a listed support call from the Caller.FP3 file and jump to the full screen description of it in the Support.FP3. Allows you to drill down for more information.
Create New Related Equipment (
Caller.FP3)
Allows you to create a new listed piece of equipment from the Caller.FP3 file and jump to the full screen description of it in the Equip.FP3. Allows you to drill down for more information.
[sub] Create New Related Record (Equip.FP3)
Linked as a subscript from the Caller.FP3 file, allows you to quickly create a related record.
Create New Related Support Call (Caller.FP3)
Allows you to create a new support call from the Caller.FP3 file and jump to the full screen data entry o
is activated and performs an associated set of actions (such as going somewhere or performing a series of actions).
Paste Start Time
Used at the start of the support call to log the beginning time. Another script is used to log the ending time, so you can perform duration calculations.
Paste End Time
Used at the end of the support call to log the ending time. Another script is used to log the starting time, so you can perform duration calculations.
Print Support Call
Used to print ou
t the logged support call by going to a special layout for printing, printing the record and then returning.
Sort Title
Sorts all records in the found set by using the title of the support call from A to Z.
Reverse Sort Title
Sorts all records in the found set by using the title in the logged support call in reverse order from Z to A.
Print Logged Support Script
Used to print out the memorized support call script by going to a special layout for printing, printing the record and then r
bottom of the screen, you will see a TAB interface with up to 6 different choices. The first choice is called General Info and holds basic contact and comments information. The second TAB is called Equipment. It lists all of the equipment that is listed for this caller. There is even a button to quickly add a new piece of equipment. The third TAB is defined to show the logged support cases for a particular caller. As with the Equipment TAB, you can go to a particular logged call or create
na new logged call from there. There are 3 other TABs that have not been defined and are available for use for registered owners of Professional Support using FileMaker Pro by FileMaker Inc.
TO DO
Create a new contact record and enter in all the appropriate data. Copy the information in the Contact ID field (upper right corner) and then click the Support button.
AboutE
About The Support File
PROFESSIONAL SUPPORT
SUPPORT
s so important we said it twice (SUPPORT SUPPORT)! This database is used to log your technical support calls. This is important because many times a customer cannot work with the same support representative. This logging can develop into a living document that can help all representatives use their skills to resolve complex technical support situations.
The Problem & Resolution section can be expanded to full screen view by clicking the red text
Expan
in the Contact ID # that you copied from the Contacts module. Hit the TAB key and the contact information will be entered automatically.
AboutE
Used to open the Vendor.FP3 file, which stores the individual vendors for the equipment that is supported for each caller.
Used to open the Help.FP3 file, which houses various help related information for the Professional Support package.
About
Used to go to the layout in the Welcome.FP3 file that explains a little about the Professional Support solution.
Sort Company
Sorts all records in the found set by using the company name from A to Z.
Reverse Sort Company
Sorts all reco
rds in the found set by using the company name in reverse order from Z to A.
Go to 1 (through Go To 6)
Goes to the layout associated with the first defined TAB. (each following script goes to the same associated TAB up to the script called Go To 6).
Go Do Global
Uses an associated global text field and value list to allow the user to select an operation or navigational option (such as go to or perform). The script uses a nested IF statement to see what the field contains when the script
Topic
MessageF
Sort
CatagoryJ
Professional Support HelpK
List AllL
PrintM
List
Designed for any company that provides technical support via the telephone. With Professional Support you can log each technical support call for future reference, discovering new product issues and documenting each contact regarding support or customer satisfaction issues.
Professional Support 3.1 is broken down to 5 main modules consisting of a client database, a call logging database, a client equipment database, a database of vendors and a common issues or scripts database. These f
ive databases work in unison to provide a superior call logging tool. This database although very extensive can also grow to cover other call center needs such as protocol documentation, issue
s tracking, classification reports and much more.
Professional Support 3.1 is distributed as an individual application compiled with the FileMaker Developers Edition from FileMaker Pro Inc. This version is password protected and have some key features disabled.
To receive a full non-password copy
f it in the Support.FP3.
Save As Script
Allows you to take the information in a particular support call and save it as a memorized script in the scripts menu.
[sub] New Record Paste Into Problem
Used as a subscript from the Save As Script in the Support.FP3 file. This script creates a new record and pastes the copied Problem information into the Problem field in the script module.
[sub] Paste Into Resolution
Used as a subscript from the Save As Script in the Support.FP3 file. This scrI
ipt pastes the copied Resolution information into the Resolution field in the script module. Then it displays a message telling you to give the saved script a name.
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H of Professional Support requires a registration payment of $40.00. Check, Money Order, MasterCard, Visa, Government, Corporate and Education Purchase Orders can be accepted.
LeSaux Media Services
2250 Ridgepoint Drive, Suite 1007
Austin, Texas 78754
Telephone (512) 443 - 7311
email - dman@lesaux.com
web - www.lesaux.com
AboutE
About The Equipment File
PROFESSIONAL SUPPORT
EQUIP.FP3
This file contains each combination of a caller and their equipment that you support. You can log each piece of equipment, it
s warranty status and the associated vendor. Each of these pieces of information can be used in a support strategy or support protocol program.
Along the bottom of the screen, you will see a TAB interface with up to 6 different choices. The first choice is called General Info and holds basic equipment information. The second TAB i
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