End-User Interactions

SysTrack can engage your users automatically, with minimal intervention from the IT department. This course gives a fundamental understanding of how to enable your end-users to solve some of their common IT issues.

Taking the SysTrack Desktop Engineer or SysTrack Administrator course before this elective course is highly suggested.

There is no certification exam for this course. You will receive a Certificate of Completion at the conclusion.

Sign in as a SysTrack customer to start this course.

Prerequisites

SysTrack Administrator course

Course Objectives

• Enable and brand the Self-Help App for use in your environment.

• Customize which Self-Help features and tasks are available to users.

• Create user engagements to automatically connect end-users to solution-based processes.

• Format and send out surveys to end-users.

Course Outline

• Introduction

  • Course Overview

• Self Service Portal

  • What is the Self-Help App?

  • Configuring the Self-Help App

    • Adding IT Announcements

    • Defining remediations for Detected Issues page

    • SysTrack tools used:

      • Prevent: IT Announcements

      • Configure: Roles > Tool Schedules > Automation

      • Configure: Automations and Collection Extensions > Automations

  • Customizing the Self-Help App

    • Replacing icons and text

    • Hiding Self-Help tabs

    • Adding desktop shortcut

    • SysTrack tools used:

      • Configure: Branding

      • Configure: Roles > Additional Settings > Tray App

• Engagements

  • Why You Need End-User Engagements

  • Creating Engagements

    • Creating an engagement with automation buttons and link buttons

    • SysTrack tools used:

      • Configure: Engagements

    • Scheduling and Pushing to End-Users

    • Scheduling an engagement to run when a sensor triggers

    • Manually running an engagement

    • SysTrack tools used:

      • Configure: Roles > Tool Schedules > Engagement

      • Prevent: Current Issues

      • Prevent: Sensor Details

      • Prevent: Tools

      • Resolve: Tools > Run Engagements

      • Assist: Tools > Run Engagements

• Surveys

  • Simple Surveys: Powerful Data

  • Survey Creation and Design

    • Creating a survey

    • Adding sentiment analysis

    • SysTrack tools used:

      • Configure: Surveys

  • Initiating Surveys

    • Scheduling a survey

    • Sending a survey manually

    • SysTrack tools used:

      • Configure: Roles > Survey Scheduler

      • Prevent: Tools

  • Analyzing Survey Data

    • Viewing survey results with factory dashboards

    • Custom dashboards

    • SysTrack tools used:

      • Dashboard Browser

      • Dashboard Builder

• Conclusion

Tags: Configure, Prevent, Self-Help, End-User Engagements, Automations