Get Started with Parature, from Microsoft

Get Started with Parature, from Microsoft

Parature, from Microsoft consists of the Parature Support Portal and the Parature Service Desk. The Support Portal is the website that your customers use to access your Knowledgebase, submit Tickets to your support team, and initiate chat requests.

The Parature Service Desk

The Parature Service Desk is the back end dashboard that your CSRs and Parature Administrators can use to create, edit, and manage your Knowledgebase content, customer communications, Tickets, and chat requests. To perform these tasks, you will use each individual module of Parature.

To learn more about each individual module, read below or you can visit our Parature Knowledgebase to learn about specific tasks within each module.

Setup Module

The Setup module is where your Parature Administrators can configure the various settings that determine the automatic behavior of your Parature Department as well as many other functions. Access to the Setup module is restricted to Parature Administrators, so if you need to view this module, please contact the person in your organization who is responsible for managing your Parature licenses.

Common Tasks

Desktop Module

In the Desktop module, CSRs can create, accept, and manage events and tasks.
  • Event: a time-based reminder that can be sent to multiple CSRs in order to
  • Task: an objective-based milestone that can be assigned to a CSR in order

Email Module

The Email module allows CSRs to view incoming communications from Customers, send out communications from your Department, and manage their email templates and signatures.
To learn more about the tasks you can accomplish in the Email module, check out the following Knowledgebase articles on the Parature Support Portal:  

Account Module

The Account module is used to manage Accounts, which are groups of Customers who share a Service Level Agreement (SLA). Accounts are extremely useful in Parature; they allow CSRs to view groups of Customers and their data together in one dashboard and manage shared Products, Assets, Ticket and Chat histories, and permissions.
For Customers, being part of an Account means having access to shared Products and Assets as well as shared content permissions. Customers with special roles can even view the Tickets and Chats of other Customers who belong to the same Account and submit Tickets on behalf of other Customers from the same Account.
In order to take advantage of these benefits, you will first have to Create Accounts and Associate customers to an Account.
After you have performed these steps, you can use Service Level Agreements (SLAs) to determine Customer permissions and grant access to Knowledgebase and Download content.
To learn more about SLAs, view the Manage Service Level Agreements (SLAs) article.
Aside from basic permissions and access, you can fine tune the level of control that you give to Customers. Here is a list of tasks you can perform within the Account module:  

Customer Module

Customers are the individuals that your organization serves by selling products or services and providing support content, such as Knowledgebase articles and Download files. Only Customers in your Parature Department can submit Tickets and Chat Requests, own Products, and view content that protected by your Support Portal login. Customers can be part of an Account or they can stand alone.
By creating and maintaining Customers in your Parature Department, you can keep track of useful information, such as Ticket and Chat histories, contact information, and Products owned by the Customer.
Here are some of the common tasks performed in the Customer module:  

Knowledgebase Module

The knowledgebase module is the repository for your support content such as product documentation, FAQs, best practice articles, and troubleshooting tips. CSRs can perform the following tasks in the knowledgebase module: Performing these tasks will help your CSRs create and maintain high-quality content that you can use to populate the knowledgebase section of your Support Portal.
Beyond the creation and curation of your support content, you can view how your customers are using your content and whether they find it helpful. To do this, Parature provides a number of tools to help you understand the impact of your knowledgebase content. Understanding how to create and edit support content and how to measure its helpfulness to your customers will help you provide excellent support that is available at any time.
 

Download Module

The Download module is the area where you can host any file that you want your customers to be able to download or view. These files can be simple, like screenshots or text files, or they can be complex, such as installation packages for drivers or software updates. Regardless of the type of content you want to provide your customers, the Download module makes it simple for your CSRs to host files and for your customers to receive them.  

Chat Module

The Chat module allows your CSRs to directly interact with your customers to resolve any support related issues that they may have. By using this real-time communication method, CSRs can help customers find answers to their questions and help them utilize your online support resources – like knowledgebase articles – more effectively. Once you have configured the Chat module, you can help your CSRs customize the Chat module to make them more efficient. These settings are unique to each individual CSR, so each member of your support team can tailor the module to their personal needs. To learn more, click here.
Beyond CSR customizations, you can use your Chat module to give your customers proactive support and customize their chat experience: Finally, for power users and IT Pros, you can utilize the advanced features of the Chat XMPP API tools to provide the great support of Parature Live Chat through new and existing software integrations. To learn more, check out these articles:  

Ticket Module

Tickets are forms that your customers fill out and submit in order to report issues to your support team. Tickets can be requests for services – such as returns or exchanges – or for reporting technical issues with your products.
Tickets are one of the most important methods of communication between your organization and your customers. Tickets are versatile and easily accessible for CSRs and customers and can be customized to suit a variety of purposes. Some of the types of ticket forms you can create are:
  • Issue/bug report
  • Return/exchange request
  • Etc.
To get started, you can view documentation for these tasks that will help you get your Parature Department ready to receive tickets from you customers and respond to them.

Customize your ticket form

Check out the Create and manage custom fields article to learn how you can create custom fields within the Ticket module. These fields will be included when your customers submit a ticket. If you have multiple types of tickets that customers can submit, you can use Field Dependencies to hide fields and field options until the appropriate type of ticket is selected.

Manage tickets from the Service Desk

Now let’s look at how your CSRs will manage and respond to tickets.
To organize your Tickets, view the following articles: Once you have created at least one ticket queue, you are ready to look at your routing rules and ticket workflow.
Routing rules are automatic actions that are performed by your Parature department in response to certain criteria at various stages of a ticket’s lifecycle. There are three types of routing rules; click on each type to learn more about creating and managing each type of routing rule.
  • New ticket routing rules – Rules that are run against tickets as soon as they are created
  • Escalation rules – Rules tied to the Escalate action
  • Time sensitive alerts – Rules that are run after a Ticket has spent a specified amount of time in a certain status
Ticket workflow is the transition of tickets from one status to another, the actions that CSRs and Customers can perform on tickets, and the roles and action permissions available to CSRs. To learn more about configuring your ticket workflow, see the Ticket Workflow Editor User Guide.
For more advanced topics regarding the ticket module, be sure to check out the Knowledgebase.
 

Product Module

The product module is where you can itemize, manage, and keep track of the goods and services that your organization provides to customers. By creating a catalog of products, you can keep track of individual instances of these products (assets) that customers own and help provide specific support so that they can have even greater success and enjoyment with those products.

Common Tasks

Once you have created your product catalog, you can begin associating your support content. This has two major benefits:
  • Help customers who own your products find specific content tailored to increase success and answer common questions
  • Allow only customers who own your products to view certain content
To learn more about how you can achieve these benefits, see the following articles in our knowledgebase:  

Survey Module

Feedback is the best way to measure your customers’ satisfaction with your products, support content, and your customer service efforts. The survey module helps you create a feedback form that targets the specific areas you want to know about. Some of the features that you can make use of to create effective surveys include:
  • Multiple response field types
  • Multiple delivery methods
  • Customized completion response
  • Automatic end dates
  • Brandable design
Here are some common tasks associated with the survey module:

Reports Module

Once you have configured your Parature department, you can use the reports module to keep track of how well your support strategy is doing. Measuring the success of your support efforts, knowledgebase content, and other offerings can help you improve your strategies and enhance your customer service experience.
The reports module is divided into two sections: standard reports and premium reports. The standard reports section is available out of the box and can be accessed by any CSR with the appropriate role. Premium reports require a special license. For more information about purchasing licenses for premium reports, click here or speak to your Parature Account Executive.

Standard Reports

Standard reports allow you to view data that is related to your department and can provide valuable insight into the success of your support strategies. For a list of available standard reports, click here.

Premium Reports

Parature’s premium reporting is powered by Business Objects Web Intelligence platform. For more information and specific documentation on the platform, please visit SAP’s help center. The advantages of premium reporting are more detailed and customized results, as well as the ability to gather data on every field and data set within Parature, including custom fields. Using premium reports, you can create and view reports that are tailored to your organization and that return the KPIs that matter most to you, helping you to generate and improve upon your sales, support, and marketing strategies.
Once you have purchased a license for premium reports, click the Premium Reports link in the left navigation section of the reports module. This will open the premium reporting dashboard and allow you to begin viewing and creating premium reports.

Packaged Reports

For your convenience, Parature includes a number of pre-made reports that return data most commonly asked for by Parature clients. For a list of available premium packaged reports, click here.

Custom Reports

If the packaged reports do not contain the information that you want or do not include data on certain aspects of your department that you want to view, you can create a custom report. Premium custom reports use dimensions – Parature data that contains strings – and measures – quantifiable pieces of data – to help you retrieve the data that will help you most.
To create effective premium reports, it is best to understand how reporting dimensions work. The Parature knowledgebase contains a reference of premium custom report dimensions that you can use to understand what type of data each dimension will return. You should also read about dimension join relationships to learn how these dimensions will affect the data returned when they are added together.

Common Tasks for the Reports Module

Check out our knowledgebase for more information about some of the advanced techniques and reports you can build using the premium custom report designer.

The Parature Support Portal

The Parature Support Portal is your customer-facing website that houses all of your support content and provides communication links and forms for getting in touch with your organization. You can customize and brand the portal to match your organization’s other websites and keep a consistent look and feel.
The Parature portal is managed through the Service Desk and it can be configured and customized by any CSR with the Administrator role. To learn how to customize and brand your portal, see Portal styling for an introduction to the files, tools, and resources you will need.
You can also use the following resources to customize your customers’ mobile experience on your portal: Note: It is recommended to pass this information to your web designers, administrators, and other individuals who will be in charge of managing your portal styling.
You can further customize your portal by configuring its functionality. There are a number of settings that allow you to control how your customers will interact with your portal.  

Knowledgebase

Topic Information
  • Topic #: 3-6460
  • Date Created: 04/27/2015
  • Last Modified Since: 03/09/2017
  • Viewed: 2990