1. SM Waterloo Information Systems Limited presents
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2. 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
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3. 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.

4. 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.
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5. 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 or telephone.
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6. 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
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7. 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
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8. SM Demonstration
Clicking on “WISL Support”. On the menu bar invokes the WISL Support Request routine.
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9. SM Demonstration
Clicking on “Create New Request” invokes the page that prompts for specification of a new request.
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10. SM Demonstration
The category of the request is specified from a drop down list.
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11. 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.
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12. SM Demonstration
The description of the support request may be entered in free form with no practical restriction on length.
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13. SM Demonstration
The menu path may be specified to further identify the issue of interest. This is not relevant in this example.
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14. 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.
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15. SM Demonstration
An is sent to the request originator as a reminder and an is sent to as notification of the request. Another request may be initiated or you may return to the main menu page.
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16. SM Demonstration
Clicking on “Search Knowledge Base” on the menu bar invokes the page that allows update of the user password.
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17. SM Demonstration
A dropdown list provides for specification of the major category.
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18. SM Demonstration
A second dropdown list provides for specification of the specific system or WISL product.
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19. SM Demonstration Keyword(s) or reference#(s) may also be specified.
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20. SM Demonstration
The list of selected request/response pairs are displayed.
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21. SM Demonstration
Clicking on “User Profile” on the menu bar invokes the page that allows update of the user password.
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22. SM Demonstration
After changing the password you may return to the main menu.
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23. 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
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24. 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.
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25. SM Demonstration
The Personal Manager function is invoked from the WISL Works Main Menu.
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26. 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
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27. SM Demonstration The desired record is selected for maintenance.
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28. 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.
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29. SM Demonstration
Extensive reporting is available to monitor progress and analyze the results of support activities.
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30. SM Demonstration
This report lists all requests for the specified keyword(s).
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31. SM Demonstration
This report by displaying dates, helps to monitor progress on responding to requests.
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32. 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

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

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

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