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Scenario for Administering iHelp

This scenario provides an example of a process performed by two iHelp administrators. Your company may follow a different process according to its business requirements.

Introduction

The agents in training in the North American call centers of a multinational company want step-by-step instructions on how to create activities.

The iHelp Administrator in North America

The North American administrator creates an iHelp item to appear in the iHelp pane of the Activities and Accounts screens (screens frequently used by the agents). Because these instructions only pertain to call center agents, this iHelp item is set to be visible only to those users with the Call Center responsibility.

The North American administrator and the call center managers are the only people who need to modify this iHelp item; the call center managers provide the content of the iHelp steps, and the administrator restricts edit access by associating the Call Center access group with the iHelp item.

Various employees test the iHelp item. When the tests are complete, the administrator activates the iHelp item.

At the end of the month, a policy change takes place that effects some steps in the iHelp item. This is handled by creating two versions of the iHelp item. One item is set to expire at the end of the month and the second item (with steps corrected for the new policy) is set to become active at the beginning of the next month.

In North America, the call centers operate in both English and French. The manager of the francophone call center revises the iHelp item, translating the text into French.

The European iHelp Administrator in Europe

The European call centers use a different database, but they also want their call center agents to see this iHelp item. The North American administrator exports the iHelp item to a file and sends it to the European administrator. Then, the European administrator imports the item into the European database, adds responsibilities and access groups, and activates the iHelp item.