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Using Respond Centerpoint user manual

1. Feedback Descriptio Delivery was late on several occasions Contact Aspect Full Name How Involved O Neill Mrs Sharon Molloy Miss Maresa Supplier Action taken Delivery route changed to ensure that deliveries to this company are earlier in the day and are therefore on time New View Delete Figure 2 4 Feedback card In this example the card is being used to record how the feedback was received and type of feedback The Description field is being used to record a brief summary of the feedback and the Action taken field is being used to record what action was taken in response to the feedback D This chapter has been shortened for the purposes of the sample document Page 10 2006 Respond Group Ltd 3 ACCESSIBILITY 3 1 Introduction Respond CenterPoint allows you to use your keyboard to access tabs fields menus and menu options and also to perform functions In this chapter you will be given instructions on which keys to press depending on which actions you want to perform This chapter also lists some of the features Microsoft Word offers to help people with disabilities and outlines some of the major shortcuts 3 2 Accessing tabs and cards You can use the left lt and right arrow keys on your keyboard to view the different tabs in a window However you cannot use these keys to access the cards tabs in the Respond CenterPoint Main window The default shortcut keys for
2. Closing a database To close a database select the Close Database option from the File menu Respond CenterPoint closes the database and removes the database name from the title bar 2 4 Understanding the Respond CenterPoint main window The Respond CenterPoint main window is displayed when you start Respond CenterPoint You use this window to access all the main functions for capturing and handling feedback This window consists of the following areas title bar menu bar button toolbar feedback toolbar card file status bar Figure 2 3 illustrates the different areas of the window Page 6 2006 Respond Group Ltd Using Respond CenterPoint Understanding the Respond CenterPoint main window Title bar Button Toolbar Respond CenterPoint CenterPoint Sample Menu bar File Edit Insert Tools Window Help i T f fad ABC FF Wl fess al A DEHS ane ali ae Frm Sas s ua wee Ge EI Feedback toolbar Feedback Survey GE O Neill Mrs Sharon Date of Receipt 10 02 2006 Done Date Title O Neill Mrs Sharon Ref RSP 00086 01 Active Customer Ref LDSO02 Date of Receipt 10 02 2006 Incident Date 10 02 2006 E Age 17 Days 11 Working Days How Received Letter Logged By Wendy Roper 16 02 2006 11 56 Type of Feedback Dissatisfied Customer Last Modified By Wendy Roper 27 02 2006 10 37 Business Area IT Done By Eege Eeer 5 Owned By Wendy Roper Default User Group Card file Feedback Descripti
3. Chapter 3 Using Respond Integrated Sign on in the guide Respond Integrated Sign on Guide 2 3 Accessing databases You can set up many different databases within Respond CenterPoint for recording feedback compliments incidents and so on You need security access to a Respond database in order to work with the data contained in that database Respond CenterPoint Page 3 Respond For each database you want to access your System Administrator needs to allocate you a User Id and password which you use to sign on to the database Using Respond CenterPoint D Access to databases is defined by your System Administrator in the security area If you cannot access a database that you require or you do not know your User ID or password you must contact your System Administrator Opening a database To open a database 1 Select the Open Database option from the File menu The Select Database dialog box is displayed as shown in Figure 2 1 a Select Database CenterPoint Sample Cancel Figure 2 1 Select Database dialog box 2 Select the database you want to open from the list of databases displayed then click on the OK button The Sign On dialog box is displayed as shown in Figure 2 2 Sign On aii Password femme Cancel Click here to change your Change Password password Figure 2 2 Sign On dialog box 3 Enter your User Id and your password Respond CenterPoint displays an asterisk f
4. Displays the Address Look up window Ai Displays the In Tray window The Feedback toolbar The Feedback toolbar is an optional toolbar that you can choose to display It shows the title of the current record in a drop down list The drop down list lists all records currently open You can switch between records simply by selecting the one you require For information on displaying the Feedback toolbar and setting the maximum number of records you can have open at once refer to Setting your user preferences on page 34 The status bar The status bar displays confirmation messages when you perform actions It also displays your user name and the current database name Page 8 2006 Respond Group Ltd Using Respond CenterPoint Understanding Respond CenterPoint cards 2 5 Understanding Respond CenterPoint cards You use the Respond CenterPoint card file to capture and maintain feedback details When you first install Respond CenterPoint there are five cards set up by default Feedback card Contact card Aspect card Activity card Cost card Your organization may decide to re name any of these cards For example the Feedback card may be re named the Enquiry card Your organization may also decide to not use cards that are not relevant or to add extra cards It is also possible to lock the position of cards In addition individual cards may be customized by m hiding fields WR customizing categories m changing c
5. accessing the different Respond CenterPoint cards are as follows Card Shortcut keys Contact Shift F 1 Feedback Shift F2 Aspect Shift F3 Activity Shift F4 Cost Shift F5 You can set up your own shortcut keys to access the cards in the Respond CenterPoint Main window using the Customization Manager For information on using the Customization Manager to set up shortcut keys refer to Chapter 3 Using the Customization Manager in the guide Setting Up A Respond Database 3 3 Accessing fields You can access certain fields within Respond CenterPoint using the keys on your keyboard You can access the field you want by using the Tab key on your keyboard Simply press the Tab key until you reach the field you want If the field contains a letter with an underscore you can press the following keys to access the field Respond CenterPoint Page 11 P Using Respond CenterPoint Page 12 Respond wu Alt the letter with the underscore For example in Figure 3 1 the letter n has an underscore in the Contact field To access this field you would simply press the AIt N keys on your keyboard Contact ka Figure 3 1 Contact field example These shortcuts are either default shortcuts or have been configured using the Customization Manager Respond CenterPoint default commands take precedence over custom commands Ifa menu and a field have the same shortcut keys assigned to them the menu shortcut will
6. take precedence Therefore it is advisable not to set up a field with the same shortcut as a main menu For information on using the Customization Manager to set up shortcut keys refer to Chapter 3 Using the Customization Manager in the guide Setting Up A Respond Database This chapter has been shortened for the purposes of the sample documentation 2006 Respond Group Ltd A Accessing databases ccccccccccccceeseeeeeeeeeeeeeeeeeeeees 3 B Button toolbar Main Wind0W 0cccceeeeeesessessssssssssssssssseseees 7 Card file Ee E DEE 10 Changing DDASS WOOL E 5 Closing EE 6 D Database IC COS Ee 3 SE 6 DIER 4 SIE 5 SCLC CUI Os rocco tee ra tee 4 SIG MIO OM Lier EE 4 DOCUMERCALION Seteli sis ee syle e De an 2 F Feedback card EREECHEN age Meee calvetieie Mecsas ace aes 10 Feedback OOD EE 8 Respond CenterPoint Field SHOPMCUUS oerang Nee ENEE 11 Mal WINGO ne Ai See e chica cs taken teenie 6 Opening EE 4 P Password Changing icn e a a 5 S SIE e EE 5 SE E RE 4 Shortcuts RE EE 11 Abs and CAPS ieser ennn e ERE 11 SEADE EE 4 Starting Respond Centerbomt 3 T Tab and card SHOMCUUS mcsccassireasweevesesierecnaeesenns 11 W Windows e EE 6 Page 13
7. CONTENTS 1 INTRODUCTION eh OVEN O ee l E Scope OF EE l Lo RTA LSC E eet E 2 bas Conventions used in de E neroden a a a a aeee 2 2 GETTING STARTED Sech ANTOJO OMen E E E E E 3 2 2 Starting Respond CENlErPOMl E 3 De EE EE dee 3 2 4 Understanding the Respond CenterPoint main window eessseessesseeseessseeseeess 6 2 5 Understanding Respond CenterPoint cards 000sseeseseessseeseesssesserssseesresssseseesss 9 3 ACCESSIBILITY Schotter 11 Ded PRC CESSIN abs and Cards eege ee ee 11 Do ACeS eS E 11 INDEX Respond CenterPoint Page i 1 INTRODUCTION 1 1 Overview Respond CenterPoint is a system that helps you to record and track feedback from the moment it is received by your organization up to the time that it has been dealt with satisfactorily d For each record you can use Respond CenterPoint to capture basic feedback details different aspects of the feedback if this covers more than one issue contacts involved with the record activities carried out in connection with the record for example correspondence and phone calls m costs incurred as a result of the feedback m any other information that is relevant to your organization Respond CenterPoint also contains powerful analytical features that allow you to m filter old or unwanted feedback and send it to archives m perform complex searches on all feedback captured m produce a variety of charts and reports 1 2 Scope of this guid
8. e This guide should be read by anyone who requires information on entering feedback into a database and analyzing that data The chapters contained in this guide are as follows m Chapter 2 Getting Started Describes Respond CenterPoint s card file and other basic aspects of the system m Chapter 3 Accessibility Describes how to use your keyboard to access tabs fields menus and menu options and also how to perform functions D The list of chapters has been shortened for the purposes of this sample document Respond CenterPoint Page 1 Respond lt Using Respond CenterPoint 1 3 Related documents There are two other guides in the Respond CenterPoint documentation set that you may find useful m Installing Respond CenterPoint provides information on how to install Respond CenterPoint m Setting Up A Respond Database provides information on how to set up and customize a database 1 4 Conventions used in this guide In order to draw your attention to certain items in the text and to help you understand instructions this guide presents important items in a stylized way Conventions are used for the following menu options fields checkboxes and radio buttons D DW m buttons on the screen and toolbars WR mouse actions W other information D This section has been shortened for the purposes of the sample document Page 2 2006 Respond Group Ltd 2 2 1 GETTING STARTED Introd
9. o Delivery was late on several occasions Contact Aspect Full Name How Involved O Neill Mrs Sharon Supplier Molloy Miss Maresa Supplier Action taken Delivery route changed to ensure that deliveries to this company are earlier in the day and are therefore on time New View Delete CenterPoint Sample Wendy Figure 2 3 Respond CenterPoint main window The title bar The title bar shows the name of the database that is currently open If no database name is displayed there is no database currently open The button toolbar The button toolbar contains shortcut buttons for commonly used functions These are summarized in the following table Button Description wl Creates a new record K Opens an existing record Saves the current record rA Changes the status of the current record Adds a contact to the current record ei Adds an aspect to the current record Adds a cost to the current record E Adds a task to the current record Respond CenterPoint Page 7 l Using Respond CenterPoint Respond We Adds a note to the current record oA KR Adds a telephone message to the current record Creates a new document for the current CH record ABC Begins the Spell Checker facility e aa Displays the Diary window So Displays the Search window L Displays the Chart window dr SET Displays the Report window ei Holds All Outstanding Tasks EI Re Opens Outstanding Tasks
10. olors used The following sections describe each of the default cards as customized within the sample database Respond CenterPoint Page 9 ao Using Respond CenterPoint Respond The Feedback card You use the Feedback card shown in Figure 2 4 to capture basic details such as the title of the feedback a description and the outcome The card also shows reference number and status the date on which the feedback was received the feedback age which shows the number of elapsed and working days from the receipt date until now If the feedback status is Done the number of days is calculated from the receipt date to the done date the name of the person who logged the feedback and when the name of the person who last modified the feedback and when the name of the person who changed the status of the feedback to Done the name of the person to whom it is allocated contacts and aspects involved Feedback Y Aspect Y Activiy Y Cost Additional Informati r O Neill Mrs Sharon Jate of Receipt 10 02 2006 Jone Title O Neill Mrs Sharon Ref RSP 00086 01 Done Customer Ref LDSO02 Date of Receipt 10 02 2006 Incident Date 10 02 2006 2 Age 7 Days 5 Working Days How Received Letter A Logged By Wendy Roper 16 02 2006 11 56 Type of Feedback Compliment Last Modified By Wendy Roper 17 02 2006 12 02 Business Area IT Ss Done By Wendy Roper 17 02 2006 12 02 Escalation Contacts E Owned By Wendy Roper Default User Group
11. or every character you type in the Password field This is to prevent anyone else from reading your password as you type it The Respond Integrated Sign on plug in enables you to be automatically signed onto the appropriate Respond database without requesting your User Id and Password details D System Administrators cannot use the integrated sign on facility as they are required to enter their sign on details for security reasons Page 4 2006 Respond Group Ltd Using Respond CenterPoint Accessing databases Fe For information on setting up the Respond Integrated Sign on plug in refer to Chapter 3 Using Respond Integrated Sign on in the guide Respond Integrated Sign on Guide d Click on the OK button The Respond CenterPoint main window is displayed with the database name displayed in the title bar Fe For information on the layout of the Respond CenterPoint main window refer to Understanding the Respond CenterPoint main window on page 12 Changing your password Each time you sign on to a database you have the opportunity to change your personal password Changing your password affects only the database you are signing on to To change your password 1 Start Respond CenterPoint and enter your User Id and password in the Sign On dialog box Figure 2 2 2 Select the Change Password checkbox to indicate that you want to specify a new password then click on the OK button The New Password dialog box is di
12. splayed prompting you to enter your new password 3 Enter your new password then click on the OK button The Confirm New Password dialog box is displayed prompting you to verify your new password d Enter your new password again then click on the OK button The Respond CenterPoint main window is displayed The next time you sign on to the database you must remember to use your new password Opening the sample database In addition to the databases set up by your organization Respond CenterPoint is supplied with a sample database Fe For information on installing the sample database refer to Chapter 3 Installing Respond CenterPoint in the guide Installing Respond CenterPoint You can use this database to m practise setting up and configuring a database m teach yourself and other users to record and track feedback WR experiment with reporting searching and charting Respond CenterPoint Page 5 Respond lt To open the sample database follow the steps in Opening a database on page 4 making sure you select the CenterPoint Sample option from the Select Database dialog box Using Respond CenterPoint If the sample database is not displayed in the list of databases it has not yet been attached to Respond CenterPoint For information on attaching the sample database refer to Chapter 4 Maintaining Databases in the guide Installing Respond CenterPoin or contact your System Administrator
13. uction This chapter provides information to familiarize users with the fundamentals of Respond CenterPoint It is assumed that readers have a basic familiarity with Windows based systems The chapter covers starting Respond CenterPoint opening and closing databases viewing database activity the Respond CenterPoint main window and the card file It also describes how to enter and save data how to set user preferences how to get help on Respond CenterPoint and how to exit Respond CenterPoint 2 2 Starting Respond CenterPoint Before you can use Respond CenterPoint you must start the system by selecting the CenterPoint menu option from the Respond program group within your Windows Start menu If you are starting Respond CenterPoint for the very first time the Open Database dialog box is displayed Figure 2 1 You must now select a database to open Alternatively If you have used Respond CenterPoint before it remembers the last database you worked with and displays the Sign On dialog box Figure 2 2 ready for you to sign on to that database The Respond Integrated Sign on plug in enables you to be automatically signed onto the appropriate Respond database without requesting your User Id and Password details System Administrators cannot use the integrated sign on facility as they are required to enter their sign on details for security reasons For information on setting up the Respond Integrated Sign on plug in refer to

Using Respond Centerpoint user manual

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