HelpDesk Helper

Thank you for trying the HelpDesk Helper.  The version you are currently 
looking at is a fully functioning demo that contains all the basic functions
available in the registered addition except reports. Otherwise, what 
you are looking at now is the final demo that will be available for purchase.  
Simple Solutions has provided you with a demo of the HelpDesk Helper with no 
time restrictions on its use.  Also, Simple Solutions is not responsible for 
any damage that may result of your testing our product.  Thank you again for
giving our product a look, and we hope to hear from you soon.

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Installation Instructions : 

A) IF YOUR DEMO DISKETTE ONLY CONTAINS THE FILE "HDHELPER.ZIP"
  1) Make sure you have a blank formatted diskette or create a temporary
     directory.
  2) Type--->  PKUNZIP HDHELPER A: or \directory
    a) If you receive a response from DOS saying, "Bad Command" or "File
       Name", you will need to put a copy of PKUNZIP somewhere
       within your path.  If you don't have a copy of this file it can be
       found on CompuServe, American On-line, or any other BBS for download.
  3) Load windows and choose "RUN" from the file menu.
  4) Type ---> a:setup
  5) Follow prompts. 
  6) If error message comes up, but installation continues let it finish and
     try running the software.  If it still fails call our offices and we 
     will be glad to send out a fresh installation of our latest version.

Operation :

A) Login Screen : The login screen is the first screen you will see when 
        loading the helper. It is used to determine the security level of 
        the individual using the system.  (The DEMO needs to use "SA" for 
        login name and "100" for the password).  The login screen is case 
        sensitive.

B) Problem/Solutions Viewer : The problem- solutions viewer is the first 
        screen loaded after the login screen (Which may change to an 
        individual login option in the future).  This screen will list 
        all your known problems and solutions by category and offers you 
        the ability to search through this data by keywords of your
        choice.  This section will also display pictures or diagrams 
        assigned to this category in your little view window.  To view 
        this picture on a greater scale just hold down your <ALT> <G> keys 
        (Notice that the "G" is underlined on the screen).  Any underlined 
        letter means that the focus or action of a particular control will 
        occur when this letter is typed with an <ALT> key before it.

C) Logging System :  Most of your work will probably be done in the logging 
        system because it helps you save current problems for a given 
        category.  It tracks and further separates each category into 
        different sub-categories. These sub a combination of both.  Once 
        you have chosen the category to track your incident under, you can 
        begin adding your problem and solution to it .  ( The final release 
        will allow you to port problems and solutions from the Viewer and 
        Tree and export problems into the Viewer).


D) Logic Tree : The problem tree helps you organize your problems and 
        solutions into a logical problem solving sequence.  To do this 
        effectively, the creator must know how to break the problem into 
        logical steps for solving it.  An example would be the solution to,
        " my printer will not print".  A possible tree would look like :

        Client Name --- Printers --- Not Printing --- Power Light --- Cable
                                 -                --- Power Switch
                                 -                --- Cable Connection
                                 --- Strange characters --- Cable
                                                        --- Software

F) The Set-up screen : This screen allows each user to set-up certain options
        allowed by their login.  This means that every user can configure the 
        software the way they want it to be.  This option can be turned off, 
        however, by pushing the security levels to 9 for every option.

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HelpDesk Helper Version Information :

Changes in Version 2.0a :
  
  * Added login name to the title bar so that users know who is logged on.
  * Added self repair and database optimization to the opening screen.
    This occurs when the first computer logs onto the database.  If you are
    using the system 24 hours a day I suggest that once a day you shut all
    users down and reload the software.
  * Fixed Email printer errors.
  * Added automatic paging that uses your current employee phone numbers.
    (DEMO does not include pager numbers)
  * Added an automatic phone dialer that uses client-location phone
    information. (Works - Needs improvement in detecting phone problems).
  * Fixed client set-up screen.

Version 2.0 - Official Release :
  
  * First release of revised software to the public. 
  * A complete help desk management tool for logging, tracking, solving, and
    training.
  * Logging System - Keep track of all incidents.
  * Problem/Solutions Viewer - Look up past problems / solutions.
  * Problem/Solutions Tree - Find solutions through logical steps.
  * Escalation/Email - Escalate open incidents to higher level personnel.
  * Report Generator (Not Included in Demo) - Find what problems are most
    re-occurring.
  * On-line Help System (Not Included in On-line DEMO, Included in Mailed
    DEMO)

Version 1.0+ 

  * First attempt, used and tested for 2+ years at a 10 - 20 user help desk.
  * Exclusively a problem solutions viewer,  it contains over 5000 records
    spanning 30+ clients.
  * Included modifications that tracked client hardware requirements and
    service - maintenance contracts.

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What You Get In The Registered Version !

Problem / Solutions Viewer :

  * The ability to view multiple diagrams by category.
  * Search for keywords in both problem / solution.
  * Cut / Copy / Paste between clients.

Logic Tree :

  * Cut / Copy / Paste between branches.

Logging System Reports :

  *Call Detail Reports
  *Call Total Reports by Client 
  *Call Total Reports by Location
  *Call Total Reports by Type
  *Call Total Reports by Time
  *Call Total Reports by Employee
  *Day of Week Call Analysis
  *Client Mailing Labels

All reports allow you to specify search criteria.  This criteria is by Client,
Location, Type, Employee, Date, Time, Incident Level, and Call Type.


Problem Viewer Reports :

  *Viewer Detail Reports
  *QuickLog ID Report
  *Keyword Report
  *Employee Mailing Labels

All reports allow you to specify search criteria.  This criteria is by Client,
Type, Employee, and Date.

Paging :

  * Keep track of pager numbers and messages.

Setup Options :

  * Greater individual control over your environment (Based Customer Request)
  * Globals / Defaults setup.  Allows you to define global keywords, problem
    types by client.

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Thanks for trying the HelpDesk Helper and hope to hear from you soon.  

Simple Solution Software
Vice President of Operations
Dale Wilson
