Overview
In this video, you will learn how to work with the TeamDynamix Client Portal. The Client Portal allows TeamDynamix users to have client or public-facing content for better interactions with clients, who either do not have TDX accounts or do not have TDNext access.
Transcript
In this video, you will learn how to work with the TeamDynamix Client Portal. Let's talk about the Client Portal and its purpose. The Client Portal allows TeamDynamix users to have client or public-facing content for better interactions with clients, who either do not have TDX accounts or do not have TDNext access. Think about this as your self-help portal, right, in order to provide self-help type services. Clients might visit the Client Portal to submit a project request, log an incident, check on their existing ticket or project, or read articles in the knowledge base. The Client Portal is positioned to help your users to help themselves, also known as self-help. Within this training, we will look into how to use the knowledge base, how to use the service catalog, how to submit a project request, and how to view a project request, which we have already submitted. We start by locating our main landing page, as you can see here from the top, and selecting the middle tab here, quartile, as I like to call it, called Client Portal. Once selected, this will be your primary gateway for your customers to access your instance of TeamDynamix. Depending on your end users' access, they might either see more or less tabs, as you can see from my view. This is just a high level client services demo environment. As you can see, we have got several HTML modules created here on the main landing page, including several shortcuts to particular services and KB articles. Primarily, we'll start with the knowledge base, which you can locate by looking at the middle tab here, called Knowledge Base. In the knowledge base, you can search for self-help articles, KB articles, or knowledge base articles, that will help you address questions, or that will help primarily for your customers address their questions, as they pertain to particular topics. Your main categories are usually listed, as you can see here. They can contain or not contain any images or fun, awesome logos in front of them within the tile. But as you can see, overall, we have a pretty comprehensive listing of categories here available. The ones that I would like to focus on here today, to give you an example, is the help desk one over here at the bottom right corner. Select the category, and it will open up the KB articles that you or your organization offer to your community. For instance, a KB article could be getting help with TeamDynamix. Go ahead and open up that particular article, and here's a high level description. It'll have a title, and it'll have section headers, right. These section headers can certainly be templated out, so that you have a consistent look and feel across all of your KB articles. For instance, why is this being used here, right, this particular KB article? Are there any examples that we can provide? And last but not least, are there maybe any helpful links? By going back to the main directory here, by selecting one of the breadcrumbs, such as the help desk, you can simply go back out and then review another KB article called ITIL Terminology. Select that, and again, it follows the same template here. It's got a title, it's got a use, it's got definitions and examples and helpful tricks. So in terms of the project management world, you can certainly provide or add your project management guidelines here. Maybe you have a PMO office, or maybe you're an organization that shares PMO resources, such as sample templates for projects, sample project charter documents, or sample project change of scope documents, right. All of those could be nicely nested into a specific category here within your knowledge base. Now, let's talk a little bit about services and how it impacts project management. So services on this end, looks very, very similar. This is your service catalog of all services that you're offering, not only just IT services or more ticket-related services, but those could also contain services that are related to portfolio and project management, where end users can go to submit project requests, that in the end, they would like to have approved, right. But ultimately, this will go through an approval process that needs to take place first, and this is where it all starts. You still select a category, called Portfolio Project Management, and then you'll be seeing the services that your team offers. So we have an IT project request here or a simple project request, where it might not be IT related, it might be a project that's for other department within your organization. Maybe this is an HR or marketing project. If you're in the higher ed world, maybe this is a facilities project, right. All of these different projects could certainly come in and help you to address or make a request to this particular receiving team. By selecting it, you can tell, we certainly have some project request descriptions that you will have to complete or actually read through, right, to make sure it does meet the needs of my organization, as you can see from this listing. And then, last but not least, once you're finished, and you are ready to submit a project request, utilize this project or request service button to submit a project. Let's go ahead and actually start by submitting a project request, following this button here. Once entered, our IT project request asks us to fill out an intake form, right, a very, very high level intake form. This will be step one. So I could call this TDX Application Implementation Project, right, just give it a high level. Which division does this go under? Let's say, it will be under IT. Who's the sponsor? This would be yours truly, your lead here for this training, Serkan Ozsoy. Have you received sponsor for this listed? Have you received approval from the sponsor listed above? Yes, we sure have. And when would you like to get started? On the 3rd, oh sorry, on the 10th of March, and, you know, maybe ending the project three months later or so, so let's just push it out to sometime in June. These are just some proposed dates that we do put in, as a customer. Does it have a priority? I would say it's medium priority. Project description is implementation of new PPM application called TeamDynamix, right. Let's go with the theme here. We'll certainly use this name quite often today. Here we go. Scroll back up to the top, select save. The intake form has been saved, but we're not quite done yet. So we've created the request, but now we need to review and submit this request, so that it gets into our project management office's queue for review. So simply select review and submit this request, and then complete any of the sections here on your left hand side, which have not been checked off yet. So you would go over organizational risks and mark complete the sections that are, you know, applicable or not applicable. You can see I've got some custom fields it added in here. Impact on other projects, is usually medium, right. And anything you can fill out. So like, either mark complete or save, and that will save this section, give you a check mark on the left. Are there any documents that I would like to supply? I would not, 'cause I don't have anything at this point, but I could add attachments. So let's mark this as complete. And then, risk register, I'm asked to fill out a risk register. I don't have any much content here. For now, I'll mark it as complete. Now that I've marked everything complete, I'm going to go down to the last checkbox here on the left hand side, marked review and submit. I'll get to review this request one more time here, making sure I filled out everything correctly. And then, all I have to do is select submit, and now, it will give me a prompt to say, "Hey, Serkan, "you cannot change this request "once it's submitted," right, because that would be change of scope, unless it's being sent back to our reviewing team. This certainly needs to now get out of our hands, so it can get to the queue for our project management office for those team members to review our request. Let's go ahead and select okay, and there we go. And now, we've completed the request, it is done. Now obviously, once a request has been submitted, where would you go to check on the current status of this project request? You might be getting emails or notifications from your team member, but ultimately, your request or your project request has an ID number, like here. But now, you can also view the request you just submitted, by clicking the shortcut here. There we go. It is in a workflow right now, right. It's in the PMO office workflow, and somebody is on that team evaluating it. And here are all the evaluation steps that they go through to approve our project request. Now, at any point in time, you can certainly come back to the services tab here. I'm just going to do that, you know, let's say I might have logged in, I'm on my home screen. Can go back to the services tab. I can then go to project requests here, the secondary nav tab on the top left hand side, and, here are all of our currently submitted projects. So the one that that we have submitted is currently in review and can be accessed by looking over this listing here, you know, certainly that is a capability that you have. But in general, you know, again, all of your project requests will be located here. And let's say I've gotten our IT TDX Application Implementation request, I can always open up the request here and see where things are. And you'll also see that TDX will tell you at what step it is currently. There, very easy, one stop shop for your customers as well, so no need to email or send any communication or check-ins to the customer. The customer can literally go over here to project requests and read the requests that they've made. And, of course, if they have any ticket requests, those will be on the next tab over under ticket requests.