1. Kensington WebQA
Logging incidents

2. Logging
Log in to WebQA using the link in iKnow:
Log in with your username and password:

3. Logging
Open up the search field at the left screen. You can search for “Customers” using every option entered for this customer.
If the customer has a ticket number, change the first field to “Request” using “Reference No”.
If the customer is not found in the system. Use the “New Customer” button to add.

4. Logging Always ask customer details at the beginning of a call.
address
Technical support is free to all Kensington customers who register their product and who provide us with a valid address. We use their address to process their support incidents and Customer satisfaction surveys. If a customer refuses to provide an address they do not qualify for free Technical Support from Kensington. No support. Do not log the call!
Phone number
If a customer refuses to provide a phone number they do not qualify for free Technical Support from Kensington. No support. Do not log the call!

5. Logging
First and Last name, address and Phone number are mandatory. If the customer doesn’t want to provide these details, he is not eligible for free support, do not log the call.
Take extra care in logging the customers details. Pay attention to using capitals in; Title, First, middle and Last name and the address details.
Group is mandatory and defines the language the NPS survey is going to be in.
Country is mandatory and should be the current location of the customer.
Kensington is checking the entered details. Make sure they are correct.

6. Logging Hit “Save” to save the customers details.
New options are added on top of the page. Click on “New Request”.

7. Logging Select “Incident” as a request type.
Select where the customer is coming from at Source (usually phone).
“Question” should be filled in with the customers request. Please note, the customer can see this in the online FAQ section under “My Stuff”.
Select the right “Product” category.
“Support Group” should be filled with “Technical Support”.
Model number should be filled in like: 33926
It should not be K33926EU, or 33926EU, or Office Dock
Office Docks always require a Serial number.
Hit “Save” to save the incident. This will trigger an automated to the customer.

8. Logging
Add note
For all phone calls (new and existing incidents) a ticket note needs to be created. If you don't add a ticket note the call will be considered as not logged.
The note should state your troubleshooting steps and advice given to the customer.
Notes are not visible for customers. This is our internal log.

9. Logging
Add “Subject”, “Resolution”, “Root Cause Categories” and “Root Cause Description” as close as possible to the customers issue.
Save again.

10. Logging
Give the customer the reference number mentioned on the right side of the page.
The first part of the ticket number is the sequential number in WebQA. The second part of the ticket number is the date.
The Status field is automatically set to waiting after saving.
Other options in Status are:
Waiting, if the problem has not yet been resolved. The customer or Kensington is required to take further action:
Pop has been requested
RMA is pending
Customer is going to do some troubleshooting and might call back.
If the customer is not completely happy with the outcome of the incident, waiting might be the best option.
Solved, select this option if the customer is happy and the issue has been resolved. “The NPS survey is sent to the customer directly after closing”.
Escalated, Use this option to contact the project specialist to take a look at this case. Change “Assigned Staff” to “Hartmut Kuiper”.

11.
To answer s. Select “Browse” on the left hand side of the screen and click on “Request” to unfold.
Select a Queue from the list:
My Inbox, if a customer replies to an it ends up in your personal inbox. It could also contain a reassigned ticket by the Project Specialist.
Technical Support – EMEA (English) or any other language, will display “new” s that have arrived.

12.
Select an incident out of the queue to start answering. Start with the oldest.

13.
Check the details in the . In this case a couple of things need to be corrected:
“Product”, not the correct product group.
Select “Subject”.
Correct “Model Number”
Select “Resolution” options.
Select “Root Cause Categories” and “Descriptions”.
Change the customers Name to start with capitals after saving this tab.
On “Phone Number” is not mandatory. It will only become mandatory when it involves an RMA.
Once corrected click on “New Message”.

14.
If, during a phone call, you send an to your customer, please change the “Source” to .
If you escalate an incident to the Project specialist, make sure the “Source” is set to Phone (also on s).

15.
Attach Files allow you to attach drivers or manuals to the .
Click on “Paste Response” to select an template.
The fields like “[FIRSTNAME]” will be automatically replaced with the customers details.
For some customers (e.g. German) it might be appropriate to add the Surname.
Add your troubleshoot to the .
Untick “Perform Spell Check”.
Select “Send Message” to send the customers response.

16. E-mail Set the status to waiting or escalated.
Save the incident again.

17. Exceptions Logging exceptions
For all Keyfolio related incidents "Tablet" has to be chosen as "Product category" and "Root Cause Category“.
For all Powerbolt related incidents "Smartphone" has to be chosen as “Product Category" and "Root Cause Category“
If customer has a Mouse:
Select "Mouse" as Product and "INPUT" as Root cause Category
Do not use "Desktop Set" when customers contact us regarding Trackballs, Mice or Keyboards. "Desktop Set" should only be selected if a customer has a Desktop Set (Mouse and Keyboard sold togehter in one Box)
If customer has a Keyboard:
Select "Keyboard" as Product and "Keyboard" as Root cause Category
Powertip requests
Always enter the model number of the power adapter and make a note of the Powertip requested in the ticket notes or in the question field.

18. Exceptions Logging Trackballs
First a distinction has to be between Software or Hardware issue . If it's a Software issue ( Trackballworkssoftware)
Product has to be : Trackballworks
Root cause category has to be : Trackballworks
If the issue is related to the Trackball
Product has to be: Trackball
Root cause category has to be: Input
Do not use "Desktop Set" when customers contact us regarding Trackballs, Mice or Keyboards. "Desktop Set" should only be selected if a customer has a Desktop Set (Mouse and Keyboard sold together in one Box)

19. WebQA Online Accounts:
There are 2 webpage sections that require a login. Unfortunately these logins are not the same.
A sign in where you can register your products
An FAQ section where you can ask questions.
The FAQ section login is linked to WebQA. A password is automatically generated if a new customer is created, however this password is never sent to the customer. You can change the password and tell the customer when changing customer details or let the customer hit the “Forgot your password?” link online to receive an with the password.

20. RMA RMA request The following data is mandatory: First name Last name
Company name ( If it's a business address)
Complete address
Phone number
address
Serial number of the product ( except locks), for laptop cases the date code is needed
Copy of POP.
Escalate the ticket for RMA follow up.
Please adv customer to go back to dealer within the first 30 days after date of purchase. If the dealer is no longer available (bankruptcy or to far away), we can do the RMA.

21. POP Request POP request
Please do not send out s for POP requests on Phone incidents anymore. Just refer customers to the Kensington website. Do not forget to provide customers with the Incident number.
How to upload POP?
Click on "FAQ & Warranty" at the bottom of the page
On the next page click on "Enter your question“
On the next page click on " Ask a question“
Now they can login to their account. Username is the address logged in WebQA and a password.
Click on "Mystuff“
Click on the Incident number
At the bottom you will the option to "Attach a File“
If the customer is unable to upload POP, as an exception he can send a fax:
They can be found in the forum:

22. Product Catalog
There is a “Product Catalog” foldout in WebQA. This can be used to find more information regarding products. You can open it in a separate tab too:

23. Product Catalog
Put in the Product Code in the “Product Info Search” field
From the list of products in the result always choose the one with an image. Then select the product code with an * sign. This will have most information.

24. Product Catalog 2 tabs will contain useful information. Images
In images you will be able to find product images, Manuals and Datasheets.
Tech Support
You will be able to find warranty information and troubleshooting guides.

25. Questions
Any questions

26. Thank you