Here’s a really nice but often unnoticed feature of SerioClient – speed logging (or logging an Incident in a few clicks). There are number of ways you can use this (for instance, repeat Incidents) but what I will write about is common Incidents. These are things such as password resets that you might have to perform 10 times a day.
Naturally you wish to log Incidents to record these, otherwise your reporting will be inaccurate. If you are logging Incidents such as this the usual way – by categorising and writing a description – you are going about it the long winded way.
Here’s how you would go about doing things the fast way.
- The next time some one calls for a password reset, log the Incident correctly as you do at the moment. Categorise it, and put in a decent description. Save the Incident.
- Look at the bottom of the screen. You see the link marked ‘Create Serio Alert’?. Click it. Give the Alert a name such as ‘Quick Password Reset’ then save it. (You only have to do steps 1 and 2 once) For the second (and all subsequent) password reset here is what you do.
- Select the customer details as normal.
- You’ll be taken onto the Incident Details screen. But look at the screen. See that there is a tab at the top marked ‘Serio Alerts’? Click this (or type Ctrl-2 shortcut).
- You will be able to see an Alert called ‘Quick Password Reset’. Select it an click save.
- Congratulations! You’ve just speed logged an Incident with a few clicks. It looks just like the Incident you created in step 1, but has a different customer.
Try it, it’s an easy way to log Incidents in a few clicks. Don’t forget to tell your colleagues what you’ve done, and how to use the Alert.