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<tr>
<td><a class="goto" onclick="$('#accordion').accordion('activate', 3);location.href='#Activity'"><img height="47" alt="Activty" src="/FileManagement/Download/ad49eebed4e94aaea39764642c27ed6d" width="37" border="0" /></a> </td>
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<td>Download</td>
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</p>
<div id="accordion">
<h3><a href="/ics/km/kmRefEdit.asp?questionID=4011#"><strong>Welcome to the Training Center!</strong></a></h3>
<div>
<p style="width: 100%; color: #ce0000; text-align: center"><strong>To access the training materials below, you will need to be logged into the Support Portal!</strong></p>
<br />
<p>The Training Center has been developed to provide one location for all of your Parature Self-Service Training needs!</p>
<p>Find documents, worksheets, and videos to help you become an expert on all Parature modules and features! </p>
<br />
<p><strong>- NEW TO PARATURE?</strong> We recommend reviewing the training curriculum in the order below for best comprehension.</p>
<p><strong>- JUST NEED SOMETHING SPECIFIC?</strong> Simply click on the appropriate icons at the top of the page or use the navigation options below.</p>
<br />
<p>Check back often as we continue to add more material to the Training Center from documentation, videos, webinars, to interactive materials for topics such as tips & tricks and best practices! </p>
<p>Use the <strong>Subscribe to Topic</strong> link on the right side of the page to subscribe to the Training Center in order to receive email notifications when updates are published.</p>
<br />
<p>We want to continually improve but need your help! Have suggestions from improvement? <a style="font-weight: bold; color: #ce0000" href="/ics/survey/survey.asp?deptID=51&surveyID=2060&type=web">Tell Us!</a> </p>
</div>
<h3><a href="/ics/km/kmRefEdit.asp?questionID=4011#"><strong>Getting Help from Parature Teams & Resources</strong></a></h3>
<div>
<ul>
<li>There are many <strong>Self Help Options</strong> provided to you, such as:
<ul>
<li>Training Center - Find documents, worksheets, and videos to help you become a Parature expert!</li>
<li><a href="/ics/support/default.asp?deptID=51" target="_blank">Support Center</a> - View Knowledgebase & Download content and interact with Parature clients in our Community Forum.</li>
<li>Take a look through our <a href="/ics/support/KBAnswer.asp?questionID=3035" target="_blank">User Guide. </a></li>
<li>Visit <a href="https://www.paraunity.com" target="_blank">ParaUnity</a> where Parature clients come together to find answers, share expertise and discuss topics of interest to support professionals and management who use Parature. </li>
</ul>
<br />
<br />
</li>
<li>Can't find what you are looking for? <strong>Ask for Help </strong>from the Parature Support Team by:
<ul>
<li>Submitting a Ticket via the Support Center for a variety of <a href="/ics/support/KBAnswer.asp?questionID=1106" target="_blank">ticket types.</a></li>
<li>Placing a <a href="/ics/support/KBAnswer.asp?questionID=3680" target="_blank">Phone Call.</a> Don't forget your <a href="/ics/support/KBAnswer.asp?questionID=2744" target="_blank">Customer ID.</a></li>
<li>Sending an <a href="/ics/support/KBAnswer.asp?questionID=3037" target="_blank">Email.</a></li>
<li>Submitting a suggestion for feature enhancements to Parature via <a href="http://www.paraunity.com/shareideas" target="_blank">Share Ideas</a> </li>
</ul>
<p><strong>Only <a href="/ics/support/KBAnswer.asp?questionID=3668" target="_blank">Authorized Support Contacts</a> have the ability to submit requests to Parature and your organization's <a href="http://parature.com/support" target="_blank">Support Plan</a> determines the contact methods and level of support available to your organization!</p>
</strong><br />
</li>
<li>Still can't find what you need?
<ul>
<li>Not sure who the Authorized Support Contact(s) are within your organization or need to change them?</li>
<li>Don't have access to Share Ideas or don't know who your organization's Share Ideas point of contact is?</li>
<li>Have questions about your Support Plan or want to request an upgrade?</li>
<li>Interested in adding additional licenses or modules to your Parature Solution? </li>
</ul>
<p><strong>Your Account Manager can help!</strong> Give your Account Manager a call or send them an email today.</p>
<p>Don't know who your Account Manager is? Submit a ticket to our Support Team and they can assist you.</p>
</li>
</ul>
<p> </p>
</div>
<h3><a href="/ics/km/kmRefEdit.asp?questionID=4011" align="left"><strong>Parature Basics</strong></a></h3>
<div>
<p>Become familiar with basic Parature Terminology and the essentials of the Service Desk and Support Portal.</p>
<ul>
<li><a href="/ics/support/DLRedirect.asp?fileID=88550" target="_blank">Parature Basics Guide</a> <img alt="" src="/ics/images/icons/iPDF.gif" />
<ul>
<li>An overview of Parature Terminology and the essentials of the Service Desk and Support Portal. </li>
</ul>
</li>
</ul>
<ul>
<li><a href="/ics/support/KBAnswer.asp?questionID=3224" target="_blank">Getting Started with Parature - Video Tutorial</a> <img alt="" src="/ics/images/icons/iParaVid.gif" /> (8 min)<br />
<ul>
<li>Provides a glimpse into functionality available from the Support Portal and Service Desk </li>
</ul>
</li>
</ul>
<p> </p>
</div>
<h3><a href="/ics/km/kmRefEdit.asp?questionID=4011#" name="Activity"><strong>Activity Module</strong></a></h3>
<div>
<p>Learn more about the convenient, "at-a-glance" view of your current events, tasks, new tickets, calendar, and more. </p>
<ul>
<li><a href="/ics/support/DLRedirect.asp?fileID=88549" target="_blank">Parature Activity Guide</a> <img alt="" src="/ics/images/icons/iPDF.gif" />
<ul>
<li>Provides an overview of the Activity module; also referred to as the Desktop Tab.<br />
<br />
</li>
</ul>
</li>
<li><a href="/ics/support/KBAnswer.asp?questionID=3595" target="_blank">Activity Module Overview - Video Tutorial</a> <img alt="" src="/ics/images/icons/iParaVid.gif" /> (10 mins)<br />
<ul>
<li>This video overview covers the features of Parature Activity, including how to create and handle Tasks and Events, the basics of Team Calendar and Team Activity, and viewing your login history. </li>
</ul>
</li>
</ul>
</div>
<h3><a href="/ics/km/kmRefEdit.asp?questionID=4011#" name="Setup"><strong>Setup Tab</strong><br />
</a></h3>
<div>
<p>Learn about the interface where Parature Administrators configure settings such as custom fields, the Support Portal look and feel, as well as adding and editing CSRs. </p>
<p>Note: Access to the Setup Tab requires the Parature Administrator Role.<br />
</p>
<ul>
<li><a href="/ics/support/DLRedirect.asp?fileID=82457" target="_blank">Setup Guide</a> <img alt="" src="/ics/images/icons/iPDF.gif" />
<ul>
<li>Provides direction for setting up your organization's CSRs, Account & Department Profile, Business Hours, Time Zone and Date Format, Email Settings, and Customization Options. </li>
</ul>
<br />
</li>
<li><a href="/ics/support/KBAnswer.asp?questionID=3446" target="_blank">Field Types - Video Tutorial</a> <img alt="" src="/ics/images/icons/iParaVid.gif" /> (3 mins)
<ul>
<li>Reviews the most commonly used custom field types that Parature offers.<br />
<br />
</li>
</ul>
</li>
<li><a href="/ics/support/KBAnswer.asp?questionID=3448" target="_blank">Field Dependencies - Video Tutorial</a> <img alt="" src="/ics/images/icons/iParaVid.gif" /> (3 mins)
<ul>
<li>Describes and provides examples of field dependency concepts, such as parent and child fields.<br />
<br />
</li>
</ul>
</li>
<li><a href="/ics/support/KBAnswer.asp?questionID=3418" target="_blank">Exporting Data - Video Tutorial</a> <img alt="" src="/ics/images/icons/iParaVid.gif" /> (4 mins)<br />
<ul>
<li>Explains how you can export data from Parature.<br />
</li>
</ul>
</li>
</ul>
<p> </p>
</div>
<h3><a href="/ics/km/kmRefEdit.asp?questionID=4011#" name="Portal"><strong>Portal & Configuration Management</strong><br />
</a></h3>
<div>
<p>Find information about the many support channels available for your portal and how to customize the look and feel to meet your organization's needs.</p>
</li>
<li><a href="/ics/support/DLRedirect.asp?fileID=82458" target="_blank">Parature Configuration Options Worksheet</a> <img alt="" src="/ics/images/icons/iXLS.gif" />
<ul>
<li>The worksheet allows you to view available Parature Customization & Configuration Options for the Support Portal, Service Desk, and Email Notifications. This worksheet can be used to define changes to those options and provided to Parature for modification.<br />
<br />
</li>
</ul>
</li>
<li>5 Part Video Series to explain how to customize your Support Portal<br />
<ul>
<li><a href="/ics/support/KBAnswer.asp?questionID=3123" target="_blank">Part 1 - Portal Header Options</a> <img alt="" src="/ics/images/icons/iParaVid.gif" /> (3 mins)<br />
</li>
<li><a href="/ics/support/KBAnswer.asp?questionID=3124" target="_blank">Part 2 - Updating Portal Menu Row and Tabs</a> <img alt="" src="/ics/images/icons/iParaVid.gif" /> (4 mins)<br />
</li>
<li><a href="/ics/support/KBAnswer.asp?questionID=3136" target="_blank">Part 3 - Customizing the Left Frame and Search</a> <img alt="" src="/ics/images/icons/iParaVid.gif" /> (4 mins)<br />
</li>
<li><a href="/ics/support/KBAnswer.asp?questionID=3138" target="_blank">Part 4 - Updating the Main Content Frame</a> <img alt="" src="/ics/images/icons/iParaVid.gif" /> (4 mins) <br />
</li>
<li><a href="/ics/support/KBAnswer.asp?questionID=3140" target="_blank">Part 5 - Customizing Knowledgebase Articles</a> <img alt="" src="/ics/images/icons/iParaVid.gif" /> (2 mins)<br />
</li>
</ul>
<ul></ul>
</li>
</div>
<h3><a href="/ics/km/kmRefEdit.asp?questionID=4011#" name="Email"><strong>Email Module</strong><br />
</a></h3>
<div>
<p>Learn about the collective view of your email messages and feedback submitted by your end-users from the support portal as well as email messages sent from the Service Desk. </p>
<ul>
<li><a href="/ics/support/DLRedirect.asp?fileID=88551" target="_blank">Email Guide</a> <img alt="" src="/ics/images/icons/iPDF.gif" />
<ul>
<li>Explains the features and functionality of the Email module, including creating messages, email signatures and templates. </li>
</ul>
<br />
</li>
<li><a href="/ics/support/KBAnswer.asp?questionID=3625" target="_blank">Email Module Overview - Video Tutorial</a> <img alt="" src="/ics/images/icons/iParaVid.gif" /> (6 mins)
<ul>
<li>An overview of the features and functionality of the Email module, including creating, sending, reading, and replying to messages, as well as email signatures and templates. </li>
</ul>
</li>
</ul>
<ul>
<li>Email To Ticket (E2T): For information about converting Emails into Tickets within Parature please see the Ticket Management section. </li>
</ul>
<p> </p>
</div>
<h3><a href="/ics/km/kmRefEdit.asp?questionID=4011#" name="Client"><strong>Client Management</strong><br />
</a></h3>
<div>
<p> </p>
<p>Discover how to easily add, view, and manage all information related to Customers and Accounts, including their support history.</p>
<ul>
<li><a href="/ics/support/DLRedirect.asp?fileID=82453" target="_blank">Client Management Guide</a> <img alt="" src="/ics/images/icons/iPDF.gif" />
<ul>
<li>Describes how to create, modify, and manage your customer profiles and associated Account Settings.<br />
<br />
</li>
</ul>
</li>
<li><a href="/ics/support/KBAnswer.asp?questionID=3423" target="_blank">Service Level Agreements - Video Tutorial</a> <img alt="" src="/ics/images/icons/iParaVid.gif" /> (6 mins)
<ul>
<li>Provides an overview of Service Level Agreements (SLAs) and their various uses, such as customer permissions to channels on the portal, business hours, alerts and routing rules, as well as creating, editing, and deleting SLAs.<br />
</li>
</ul>
</li>
</ul>
<p><span style="font-weight: bold; font-style: italic"> </span><span style="font-size: 10pt"><span style="font-weight: bold; font-style: italic"> </span></span><span style="font-size: 12pt"><span style="font-weight: bold; font-style: italic">Customer Roles</span></span><br />
</p>
<ul>
<li><a href="/ics/support/DLRedirect.asp?fileID=82455" target="_blank">Customer Roles Quick Guide</a> <img alt="" src="/ics/images/icons/iPDF.gif" />
<ul>
<li>Contains a brief description of the four types of Customer Roles and a Permission Matrix explaining the corresponding ticket permissions.<br />
<br />
</li>
</ul>
</li>
<li><a href="/ics/support/KBAnswer.asp?questionID=3550" target="_blank">Parature Customer Roles - Video Tutorial</a> <img alt="" src="/ics/images/icons/iParaVid.gif" /> (5 mins)
<ul>
<li>Provides an overview of the four Parature Customer Roles that allow for varying levels of ticket permissions for Portal end users. </li>
</ul>
</li>
</ul>
<p><span style="font-weight: bold; font-style: italic"> <span style="font-size: 12pt"> <strong>Consultant Feature</strong></span><strong style="font-size: 10pt"></strong></span></p>
<ul>
<li><a href="/ics/support/DLRedirect.asp?fileID=82454" target="_blank">Consultant Feature Quick Guide</a> <img alt="" src="/ics/images/icons/iPDF.gif" />
<ul>
<li>Contains a brief description of the Consultant Feature and a Permission Matrix explaining the corresponding ticket permissions.<br />
<br />
</li>
</ul>
</li>
<li><a href="/ics/support/KBAnswer.asp?questionID=3551">Parature Consultant - Video Tutorial</a> <img alt="" src="/ics/images/icons/iParaVid.gif" /> (5 mins)<br />
<ul>
<li>This video tutorial covers the Parature Consultant add-on feature and its key capabilities, including the ability to submit tickets on behalf of other users and the Consultant customer role. </li>
</ul>
</li>
</ul>
<p> </p>
</div>
<h3><a href="/ics/km/kmRefEdit.asp?questionID=4011#" name="Content"><strong>Content Management</strong><br />
</a></h3>
<div>
<p> </p>
<p>Learn more about creating, editing, and managing knowledgebase articles and file downloads that are published to your end-users via the Support Portal.</p>
<p style="font-weight: bold"></p>
<p style="margin-left: 40px"><span style="font-size: 12pt"><span style="font-weight: bold; font-style: italic">Knowledgebase</span></span><br />
</p>
<ul style="margin-left: 40px">
<li><a href="/ics/support/DLRedirect.asp?fileID=82462" target="_blank">Designing your Knowledgebase Guide</a> <img alt="" src="/ics/images/icons/iPDF.gif" />
<ul>
<li>Provides documentation about the various ways to organize, create and edit Knowledgebase content, as well as recommendations on getting the most out of the Knowledgebase.<br />
<br />
</li>
</ul>
</li>
<li><a href="/ics/support/DLRedirect.asp?fileID=82463" target="_blank">Knowledgebase Quick Guide</a> <img alt="" src="/ics/images/icons/iPDF.gif" />
<ul>
<li>Provides a quick guide to designing your Knowledgebase content.<br />
<br />
</li>
</ul>
<a href="/ics/support/KBAnswer.asp?questionID=3741" target="_blank"></a><a href="/ics/support/KBAnswer.asp?questionID=3741" target="_blank"></a></li>
<li><a href="/ics/support/KBAnswer.asp?questionID=3741" target="_blank">Knowledgebase Overview - Video Tutorial</a> <img alt="" src="/ics/images/icons/iParaVid.gif" /> (5 mins)
<ul>
<li>This video overview covers creating a KB article, inserting images and videos, and the alternate question feature. <br />
<br />
</li>
</ul>
</li>
<li><a href="/ics/support/KBAnswer.asp?questionID=3416" target="_blank">Creating a Knowledgebase Article - Video Tutorial</a> <img alt="" src="/ics/images/icons/iParaVid.gif" /> (3 mins)
<ul>
<li>This video tutorial explains how to create a new knowledgebase article. </li>
</ul>
</li>
</ul>
<div style="font-weight: bold; margin-left: 40px">
<p><span style="font-size: 12pt; font-style: italic">Downloads</span></p>
</div>
<ul style="margin-left: 40px">
<li><a href="/ics/support/DLRedirect.asp?fileID=82464" target="_blank">Download Quick Guide </a> <img alt="" src="/ics/images/icons/iPDF.gif" />
<ul>
<li>Provides a quick guide to designing your Download Module.<br />
<br />
</li>
</ul>
</li>
<li><a href="/ics/support/KBAnswer.asp?questionID=3714" target="_blank">Download Overview - Video Tutorial</a> <img alt="" src="/ics/images/icons/iParaVid.gif" /> (4 mins)
<ul>
<li>This video overview covers the basics of the Download module, including batch uploads, creating files, and End User License Agreements (EULAs). </li>
</ul>
</li>
</ul>
<p> </p>
</div>
<h3><a href="/ics/km/kmRefEdit.asp?questionID=4011#" name="Ticket"><strong>Ticket Management</strong><br />
</a></h3>
<div>
<p> </p>
<p>Take a deeper look into viewing, managing, and routing all incoming support requests. </p>
<p style="font-weight: bold"></p>
<blockquote>
<p><em style="font-weight: bold"></em><span style="font-size: 12pt"><em style="font-weight: bold">Ticket Basics</em> </span><br />
</p>
</blockquote>
<blockquote>
<ul style="margin-left: 40px">
<li><a href="/ics/support/DLRedirect.asp?fileID=82473" target="_blank">Ticket User Manual</a> <img alt="" src="/ics/images/icons/iPDF.gif" />
<ul>
<li>Provides an overview of working with Tickets from both the Support Portal and the Service Desk.<br />
<br />
</li>
</ul>
</li>
<li><a href="/ics/support/DLRedirect.asp?fileID=82477" target="_blank">Determine your Ticket Model Guide</a> <img alt="" src="/ics/images/icons/iPDF.gif" />
<ul>
<li>Offers the options for configuring the ticket module to follow your business rules (i.e. Skill-Based Routing, Manual Assignment, and Single-Queue Routing Scenarios).<br />
<br />
</li>
</ul>
</li>
<li><a href="/ics/support/DLRedirect.asp?fileID=82474" target="_blank">Default Ticket Workflow</a> <img alt="" src="/ics/images/icons/iPDF.gif" />
<ul>
<li>Explains the default ticket workflow, also referred to as the ticket lifecycle, and its components: Statuses, Actions, Transitions, and Permissions.<br />
<br />
</li>
</ul>
</li>
<li><a href="/ics/support/DLRedirect.asp?fileID=88587" target="_blank">Feedback User Guide</a> <img alt="" src="/ics/images/icons/iPDF.gif" />
<ul>
<li>Details how to create a custom feedback form to collect customers' satisfaction levels on tickets. </li>
</ul>
</li>
</ul>
</blockquote>
<blockquote>
<p><em style="font-weight: bold; font-size: 12pt">Email to Ticket Conversion (E2T)</em> </p>
</blockquote>
<blockquote>
<ul style="margin-left: 40px">
<li><a href="/ics/support/DLRedirect.asp?fileID=82478" target="_blank">Email to Ticket Conversion Guide </a><img alt="" src="/ics/images/icons/iPDF.gif" />
<ul>
<li>Defines the process of emails being converted into Tickets within Parature and the process for setting up E2T.<br />
<br />
</li>
</ul>
</li>
</ul>
</blockquote>
<blockquote style="font-size: 12pt">
<p><strong><em style="font-size: 12pt">Advanced Ticket Setup Options</em></strong></p>
</blockquote>
<blockquote>
<ul>
<li><a href="/ics/support/DLRedirect.asp?fileID=82479" target="_blank">Ticket Queues and Routing Rules Guide</a> <img alt="" src="/ics/images/icons/iPDF.gif" />
<ul>
<li>Contains information on how to create queues & assign permissions, define routing rules, as well as escalation rules.<br />
<br />
</li>
</ul>
</li>
<li><a href="/ics/support/KBAnswer.asp?questionID=3479" target="_blank">Customizing New Ticket Notification Messages - Video Tutorial</a> <img alt="" src="/ics/images/icons/iParaVid.gif" /> (2 mins)<br />
<ul>
<li>Explains how to customize the email notifications customers receive after submitting a new ticket.<br />
<br />
</li>
</ul>
</li>
<li><a href="/ics/support/KBAnswer.asp?questionID=3401" target="_blank">Creating Routing Rules - Video Tutorial</a> <img alt="" src="/ics/images/icons/iParaVid.gif" /> (5 mins)<br />
<ul>
<li>This video tutorial covers how to create a skill based routing rule and the various settings, criteria, and effects that can be defined on a routing rule.<br />
<br />
</li>
</ul>
</li>
<li><a href="/ics/support/KBAnswer.asp?questionID=3433" target="_blank">Creating Time Sensitive Alerts - Video Tutorial </a><img alt="" src="/ics/images/icons/iParaVid.gif" /> (5 mins)
<ul>
<li>Covers how to create Time Sensitive Alerts (TSAs) and explains common uses of TSAs.<br />
<br />
</li>
</ul>
</li>
<li><a href="/ics/support/KBAnswer.asp?questionID=3434" target="_blank">Criteria for Time Sensitive Alerts Rules - Video Tutorials</a> <img alt="" src="/ics/images/icons/iParaVid.gif" /> (3 mins)
<ul>
<li>Covers the Criteria Editor for Time Sensitive Alerts<br />
</li>
</ul>
</li>
</ul>
</blockquote>
<blockquote>
<p style="font-weight: bold; font-size: 12pt">Customizing Ticket Workflow</p>
<ul>
<li><a href="/ics/support/DLRedirect.asp?fileID=82476" target="_blank">Defining Ticket Workflow</a> <img alt="" src="/ics/images/icons/iPDF.gif" />
<ul>
<li>Explains the necessary information for customizing your Ticket Workflow<br />
<br />
</li>
</ul>
</li>
<li><a href="/ics/support/DLRedirect.asp?fileID=82532" target="_blank">Ticket States Worksheet</a> <img alt="" src="/ics/images/icons/iXLS.gif" />
<ul>
<li>The worksheet depicts an example Ticket workflow and can be used to request adjustments to your own Ticket workflow. <br />
</li>
</ul>
</li>
</ul>
</blockquote></div>
<h3><a href="/ics/km/kmRefEdit.asp?questionID=4011#" name="Reporting"><strong>Reporting</strong><br />
</a></h3>
<div>
<p>Uncover detailed reports for online support usage metrics. </p>
<blockquote>
<p><em style="font-weight: bold"></em><span style="font-size: 12pt"><em style="font-weight: bold">Parature Standard Reports</em> </span><br />
</p>
<ul>
<li><a href="/ics/support/DLRedirect.asp?fileID=82471" target="_blank">Standard Report Guide</a> <img alt="" src="/ics/images/icons/iPDF.gif" />
<ul>
<li>
<p>Provides an overview of Parature's Standard Reports.</p>
</li>
</ul>
</li>
</ul>
</blockquote>
<blockquote>
<p><em style="font-weight: bold; font-size: 12pt">Premium Packaged Reports</em></p>
<ul>
<li><a href="/ics/support/DLRedirect.asp?fileID=82472" target="_blank">Premium Package Report Guide</a> <img alt="" src="/ics/images/icons/iPDF.gif" />
<ul>
<li>
<p>Provides an overview of Parature's Premium Packaged Reports that require a Viewer License to access.</p>
</li>
</ul>
</li>
</ul>
</blockquote>
<blockquote>
<p><em style="font-weight: bold"></em><span style="font-size: 12pt"><em style="font-weight: bold">Premium Designer Reports</em></span><br />
</p>
<ul>
<li><a href="/ics/support/KBAnswer.asp?questionID=3839" target="_blank">Premium Reporting Video Tutorial List</a> <img alt="" src="/ics/images/icons/iParaVid.gif" /> <br />
<br />
</li>
<li><a href="/ics/support/KBAnswer.asp?questionID=3651" target="_blank">Creating a Premium Custom Report with Dynamic Dimensions - Video Tutorial</a> <img alt="" src="/ics/images/icons/iParaVid.gif" /> (2 mins)
<ul>
<li>
<p><span id="bodyfont">This video tutorial will explain how to include dynamic data (i.e., a daily report with new information, like the day's solved tickets) in a Premium Custom Report.</span></p>
<p> </p>
<span id="bodyfont" style="font-size: 10pt; font-family: Verdana"><br />
</span></li>
</ul>
</li>
</ul>
</blockquote></div>
<h3><a href="/ics/km/kmRefEdit.asp?questionID=4011#" name="Product"><strong>Product and Asset Management</strong><br />
</a></h3>
<div>
<p> </p>
<p>Gain knowledge on how to personalize support based on the products your customers have purchased or own. </p>
<ul>
<li><a href="/ics/support/DLRedirect.asp?fileID=82469" target="_blank">Product & Asset Management Guide</a> <img alt="" src="/ics/images/icons/iPDF.gif" />
<ul>
<li>Explains how to use the product module to track products that customers and accounts own from one central location including creating a Catalog, Products, and Assets.<br />
<br />
</li>
</ul>
</li>
<li><a href="/ics/support/DLRedirect.asp?fileID=82447" target="_blank">Asset Only Management Guide</a> <img alt="" src="/ics/images/icons/iPDF.gif" />
<ul>
<li>Explains how to use the product module to track assets that customers and accounts own from one central location.<br />
</li>
</ul>
</li>
</ul>
<p><strong><em><span style="font-size: 12pt"> Customizing Product / Asset Workflow</span></em></strong><br />
</p>
<ul>
<li><a href="/ics/support/DLRedirect.asp?fileID=82470" target="_blank">Product / Asset Workflow Worksheet</a> <img alt="" src="/ics/images/icons/iXLS.gif" />
<ul>
<li>The worksheet depicts an example Product / Asset workflow and can be used to make adjustments to customize your own Product / Asset workflow. <br />
</li>
</ul>
</li>
</ul>
</div>
<h3><a href="/ics/km/kmRefEdit.asp?questionID=4011#" name="Chat"><strong>Chat Module</strong><br />
</a></h3>
<div>
<p> </p>
<p>Discover how to provide instant support for your end-users via a fully integrated Live Chat support channel. </p>
<ul>
<li><a href="/ics/support/DLRedirect.asp?fileID=86231" target="_blank">Chat Quick Guide</a> <img alt="" src="/ics/images/icons/iPDF.gif" />
<ul>
<li>Provides a quick guide for using and setting up the Chat Module.<br />
<br />
</li>
</ul>
</li>
<li><a href="/ics/support/KBAnswer.asp?questionID=4002" target="_blank">Chat Module Overview</a> <img alt="" src="/ics/images/icons/iParaVid.gif" /> (5 mins)
<ul>
<li>Provides an overview of the Chat Module from the Customer, CSR, and Supervisor perspectives.<br />
<br />
</li>
</ul>
</li>
<li><a href="http://www.parature.com/videos/webinar-chat-jul2809.aspx" target="_blank">Getting up to Speed with Parature's New Chat - Webinar</a> <img alt="" src="/ics/images/icons/iParaVid.gif" />(58:00:00)
<ul>
<li>Provides a detailed description of the Chat Module from various view points as well as the setup and customization options available.<br />
</li>
</ul>
</li>
</ul>
<ul>
<li><a href="/ics/support/DLRedirect.asp?fileID=89955" target="_blank">Chat User Guide</a> <img alt="" src="/ics/images/icons/iPDF.gif" />
<ul>
<li>The Chat User Guide provides a detailed description of the Chat Module from the Customer, CSR, and Supervisor perspectives as well as Setup and Customization options. <br />
<br />
</li>
</ul>
</li>
</ul>
<ul>
<li><a href="/ics/support/DLRedirect.asp?fileID=88588" target="_blank">Feedback User Guide</a> <img alt="" src="/ics/images/icons/iPDF.gif" />
<ul>
<li>Details how to create a custom feedback form to collect customers' satisfaction levels on chats.<br />
</li>
</ul>
</li>
</ul>
<p> </p>
</div>
<h3><a href="/ics/km/kmRefEdit.asp?questionID=4011#" name="Survey"><strong>Survey Module</strong><br />
</a></h3>
<div>
<p> </p>
<p>Learn how to easily create and send online surveys to your end-users. </p>
<ul>
<li> <a href="/ics/support/DLRedirect.asp?fileID=82466" target="_blank">Survey User Guide</a> <img alt="" src="/ics/images/icons/iPDF.gif" />
<ul>
<li>Contains information on how to create and distribute surveys.<br />
</li>
</ul>
</li>
</ul>
<p> </p>
</div>
<h3><a href="/ics/km/kmRefEdit.asp?questionID=4011#" name="Forum"><strong>Forum Module</strong><br />
</a></h3>
<div>
<p> </p>
<p>Study how to setup and moderate a threaded discussion board to enable your end-user community to interact. </p>
<ul>
<li><a href="/ics/support/DLRedirect.asp?fileID=82467" target="_blank">Forum User Guide</a> <img alt="" src="/ics/images/icons/iPDF.gif" />
<ul>
<li>Documentation on how to utilize the Forum Module.<br />
<br />
</li>
</ul>
</li>
<li><a href="/ics/support/KBAnswer.asp?questionID=3614" target="_blank">Forum Module Overview - Video Tutorial</a> <img alt="" src="/ics/images/icons/iParaVid.gif" /> (10 mins)<br />
<ul>
<li>This video tutorial covers using and managing the Parature Forum, including making and editing posts and replies, creating and managing forum users, as well as Forum options. </li>
</ul>
</li>
</ul>
<p> </p>
</div>
</div>
<br />
<p><strong>Have suggestions from improvement? <a style="font-weight: bold; color: #ce0000" href="/ics/survey/survey.asp?deptID=51&surveyID=2060&type=web">Tell Us!</strong></a> </p>
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