SM Waterloo Information Systems Limited presents Left Click to Continue

User Commands WISL Demos use standard Microsoft PowerPoint commands, such as the following : Left Click , space, N, Down Arrow Next Slide Previous Slide End Demo Pause or Resume Demo Restart entire Demo Shows the mouse pointer Right Click , Backspace, Up Arrow Escape Key, Minus Key (-), Ctl+Break S or Plus Key (+) Left and Right Click together for 2+ seconds Move mouse for 2 seconds Left Click to Continue

SM WISL has established some computer based facilities to assist with the handling of customer queries and related support activities. A browser based request entry capability along with the Personal Manager facility of WISL Works comprise WISL Support Management.

Although the browser based WISL Support Request is not intended to replace the telephone it does provide the proven benefits derived from transcribing thoughts to the written word. In addition, a unique key is assigned to each request which facilitates assignment, monitoring and future reference. A knowledge base is also maintained from the request handling process which is useful for all customers. Left Click to Continue

WISL utilizes the proven facilities of the Personal Manager feature of WISL Works to maintain the request records for assignment, follow-up and documentation of the resolution. Communication with the originating customer regarding these matters is normally conducted via e-mail or telephone. Left Click to Continue

SM Demonstration Menu To Restart SM Overview To Start Support Request Type ”3” <Enter> To Restart SM Overview Type “8” <Enter> To Start Support Request Type “26” <Enter> To Start Request Handling Facilities Type “49” <Enter> To Show Summary Information “ESC” To Exit Left Click to Continue

WISL SM Support Request Entry The following slides include sample pages from the browser based WISL Support Request facility which is accessible from the Customer Services page at www.wisl.com. Left Click to Continue

SM Demonstration Clicking on “WISL Support”. On the menu bar invokes the WISL Support Request routine. Left Click to Continue

SM Demonstration Clicking on “Create New Request” invokes the page that prompts for specification of a new request. Left Click to Continue

SM Demonstration The category of the request is specified from a drop down list. Left Click to Continue

SM Demonstration The specific system is then specified from a second drop down list. Both the category and the system specifications are saved as keywords to the request in the knowledge base. Left Click to Continue

SM Demonstration The description of the support request may be entered in free form with no practical restriction on length. Left Click to Continue

SM Demonstration The menu path may be specified to further identify the issue of interest. This is not relevant in this example. Left Click to Continue

SM Demonstration The current date and time are assumed but may be overridden. Upon completion of data entry clicking on the submit button sends the request to WISL and initiates a display of the request ID. Left Click to Continue

SM Demonstration An e-mail is sent to the request originator as a reminder and an e-mail is sent to support@wisl.com as notification of the request. Another request may be initiated or you may return to the main menu page. Left Click to Continue

SM Demonstration Clicking on “Search Knowledge Base” on the menu bar invokes the page that allows update of the user password. Left Click to Continue

SM Demonstration A dropdown list provides for specification of the major category. Left Click to Continue

SM Demonstration A second dropdown list provides for specification of the specific system or WISL product. Left Click to Continue

SM Demonstration Keyword(s) or reference#(s) may also be specified. Left Click to Continue

SM Demonstration The list of selected request/response pairs are displayed. Left Click to Continue

SM Demonstration Clicking on “User Profile” on the menu bar invokes the page that allows update of the user password. Left Click to Continue

SM Demonstration After changing the password you may return to the main menu. Left Click to Continue

SM Demonstration Menu To Restart SM Overview To Start Support Request Type ”3” <Enter> To Restart SM Overview Type “8” <Enter> To Start Support Request Type “26” <Enter> To Start Request Handling Facilities Type “49” <Enter> To Show Summary Information “ESC” To Exit Left Click to Continue

WISL SM Request Handling The Personal Manager Feature of WISL Works is employed to maintain the request records for assignment, follow-up and documentation of the resolution. The request records are imported from the web facility into the personal manager data base where they are further maintained to reflect progress and resolution. Left Click to Continue

SM Demonstration The Personal Manager function is invoked from the WISL Works Main Menu. Left Click to Continue

SM Demonstration The userID and subject(keywords) are prompted. “99” is entered as the ID Number which is the code utilized for all support requests imported from the web based “support Request” facility. The request ID may be entered as a keyword which would retrieve only that specific record Left Click to Continue

SM Demonstration The desired record is selected for maintenance. Left Click to Continue

SM Demonstration The target and completion dates may be maintained along with text comments about resolution that will be made available to the knowledge base. Left Click to Continue

SM Demonstration Extensive reporting is available to monitor progress and analyze the results of support activities. Left Click to Continue

SM Demonstration This report lists all requests for the specified keyword(s). Left Click to Continue

SM Demonstration This report by displaying dates, helps to monitor progress on responding to requests. Left Click to Continue

SM Demonstration Menu To Restart SM Overview To Start Support Request Type ”3” <Enter> To Restart SM Overview Type “8” <Enter> To Start Support Request Type “26” <Enter> To Start Request Handling Facilities Type “49” <Enter> To Show Summary Information “ESC” To Exit Left Click to Continue

Summary of Features Support Request Generation Knowledge Base Inquiry Support Request Monitoring Support Request Follow-up

Summary of Features Support Request Generation Knowledge Base Inquiry Support Request Monitoring Support Request Follow-up

The End For Further Information, contact Waterloo Information Systems Limited 33 Dupont Street East Waterloo Ontario N2J 2G8 (519) 884-2604 To Restart the Demo, type “1” <Enter>, or Double-click and Hold for 2 Seconds Left Click to Exit