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How can you help your customers with learning using DeskDirector?

Posted by Poorvi Jhawar

 

 

With full access to our demo instance, you will be able to try all our features below. This is a great way to dip your toes in the water and see if DeskDirector is a good fit for you. Over here, we take you through a step by step so that you can set up the instance the way you want!

Things to remember:

  • You have your Portal, Admin Console and Tech credentials in your email through which you can access the demo instance
  • We have set up 3 contacts in the Admin Console which you can find under:Admin Console --> Search --> Contacts
  • The 3 demo contacts are: Al Alt, Bill Mott and Bob Ford which you can impersonate by clicking on this
  • The demo instance is not connected to your PSA, it has its limitations - like you will not receive any email notifications and can't set up 'PSA side of things'
  • All data is immediately deleted after your trial of 7 days 

Try the Learning Center in the Demo Server

Pop-up Video

The first time your user logs in, you can embed a video for your clients. Most of our clients use this as an onboarding video for DeskDirector. However, you can use it to introduce your MSP or talk about the services you provide to the end users. 

Admin Console --> Contact Tab --> Impersonate any contact clicking on this icon

 

Self-help center

The Learning Center in DeskDirector is a fantastic way to educate and train your end users. You can put in your onboarding documents, important knowledge-base articles or even embed your contract and service list.  A lot of our clients also share their marketing material in the portal for up-selling. 

The setting up for the learning center is done through the Admin console and accessed and viewed through the portal. 

Admin Console -->Learning Center

 

 

After you have added a link, go back to the Admin Console

Admin Console --> Contact Tab --> Impersonate Bob Ford clicking on this icon

 

 

Knowledge base article in the Custom Form

Avoid tickets which can easily be solved by your customers themselves. Include KB articles in the form before they can submit ticket, this ensures that your end users have done the 'basic' work. This also will lead to fewer tickets. 

This can potentially lead to no tickets like 'how do I reset my password' or 'how to set up sharepoint'

Try the feature out:

Admin Console --> Contact Tab --> Impersonate Bob Ford clicking on this icon

 

 

Create a ticket --> Basics --> Report an incident

 

 

Bigger Brains

Admin Console --> Contact Tab --> Impersonate Bob Ford clicking on this icon

Click on Learning Center to access Bigger Brains

 

 

 

Want to include your own learning center? 

You can create your own learning center using your demo instance. 

Set up the Learning Center

DeskDirector Portal and Tech are two big pillars of customer service. You will be able to access all of the above with your demo instances. To know more about how DeskDirector fits your MSP business book a call

Have A Chat With Warwick

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