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Clarify Smart Client

Clarify Smart Client. Go Live: May 22, 2011 3:00 PM CST. Frequently Asked Questions. When should I begin using the new clarify? You should begin using the New Clarify starting April 17, 2011 at 3:00 PM CST What is the main reason for this new clarify system?

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Clarify Smart Client

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  1. Clarify Smart Client Go Live: May 22, 2011 3:00 PM CST

  2. Frequently Asked Questions • When should I begin using the new clarify? • You should begin using the New Clarify starting April 17, 2011 at 3:00 PM CST • What is the main reason for this new clarify system? • It is now a Web Client application and is an secure internet URL that can be accessed from any location that has internet accessibility. This provides easier access and quicker system response. • How do I access the new clarify? • Open a internet browser window from your computer and use the following URL to access the Clarify SmartClient Launch page; • https://clarify.bto.ihost.com • What is my user ‘Login Name’? • This is your existing ‘User name’ that was used in the previous system. • What is the password I am to use? • For the first initial log in, you will need to use a password of ‘Clarify01pw’. The system will force you to change this at that time. • How do I access the application after initial log in? • We recommend that access to the application should be done through the above provided URL. After initial log in, a shortcut is added to your desktop, However, this shortcut can be problematic, so we recommend no using it. • What if I get an error on log in or am receiving application internal errors? • Please clear your computers Java cache by following the below; • Click on ‘Start’ then ‘Run’ and enter ‘javaws –Xclearcache’ and click ‘Ok’ • What if the above does not resolve my issue? • If clearing Java cache does not resolve your issue, please refer to the Clarify SmartClient Launch Page (listed above) and follow the information concerning Java Version. If you are still experiencing issues, please contact the Tulsa Customer Service Center at; Toll Free Number: 1-866-581-4801 OR Local (Toll Number): 1-972-402-6567

  3. Clarify Smart Client - Overview • Comparing Changes • Console/Workspace • Cases • New Case • Case Edit (close case button) • Buttons • Queries • Quick Search • Advance Search • Quick Reference

  4. Comparing Changes

  5. Console/My Work Space Menu Bar – Provides Options to Work on a case Selection View Pane – To select your Queries, Queues, Work folder etc Open Windows – Lists the windows that are Open List View Pane – Preview the Case in your work folder, Queues Preview Pane – Preview the History of the case Message Console – Shows resolution time left for each case

  6. New Case Screen Account/Contact information Part Number/Product Case Title: Brief description of issue or request Case Details/Notes: Detailed information of issue or request Case Type Priority Save Options Save See save options on slide 7

  7. Case Buttons

  8. Case Edit Allows you to view the details of a case. Close case button is only available on the case edit screen. Attachments History button – To view activity log History field – Case notes logged in the case. Web Form Info – to view what the user selected from the web. Script History – to view any scripts attached to cases prior to upgrade

  9. Menu Buttons

  10. Menu Buttons Continued

  11. Clarify Queries • Clarify Queries allows you to search cases, subcases, and solutions. You can use the quick search or advance search. • From the toolbar select Search • Cases • Subcases • Solutions • The default screen is quick search. Click the magnifier for advance search. • Once you have selected the search criteria, click the button. • For search tools such as export or save, click the search tools arrow to expand.

  12. Queries Quick Search - Select search criteria from drop down values in various fields below. Then Click “Search Now” Advance Search - Select search criteria from drop down values in various fields below Click search

  13. Quick Reference

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