Basic Agiloft Terminology General Terminology The following terms

Basic Agiloft Terminology

General Terminology The following terms are important to beginning to understand the basics of Agiloft. Note that these definitions are not comprehensive. We will cover many of these terms more in depth in later chapters. • A Knowledgebase (KB) is the entire collection of interrelated tables, users, and automation that make up a single Agiloft instance. • Tables are top-level database containers within a given KB; each table contains a set of fields that defines what data is stored in the table. Tables contain any number of records which share the same basic characteristics. For example, the Vendor table contains a record for each vendor, the People table contains a record for each person or contact. • Records are individual items within a table; each record is made up of many fields, which hold the different attributes of that record. Within the Vendor table, there may be a record for Agiloft, IBM, and Hewlett Packard. • Fields store individual pieces of information which make up the record. For example, a record in the Vendor table may have fields for Address, City, State, Zip, Main Contact, Main Phone Number, and Vendor Type. • The left pane displays navigation options to the user within a knowledgebase. 2

A Knowledgebase 3

Table Terminology • From an implementation perspective, it is helpful to think of two main categories of tables. All implementations include both types of tables. • Background tables hold relatively static data used in the other tables. Background tables do not generally have business processes or significant automation associated with them. For example, the Vendors, People, Locations, and Assets tables. Usually built before process tables. • Process tables hold records that are actively worked on, usually with some kind of workflow and dynamic activity. They generally pull in records and field vlaues from the background tables, such as the vendor for a contract. For example the Contracts, Tasks, Support Cases, and Change Requests tables. • A table view is how users see the records contained within a table. Each record is organized as a row and runs horizontally; fields are shown as columns and run vertically. 4

Table View Terminology • An action bar appears at the top of a table view and contains actions that users use to interact with the records listed in a table view. • The search box allows users to use various filters to find records within the table view. Users can hide or expand the search box as desired. • A view determines what and how fields appear within the table view. Additionally, it can be used to color table rows different depending on values. 5

Details of a Table View 6

Record Terminology • • The layout determines how a record looks when opened for editing or viewing. It controls the tabs of the record and defines which (and in what order) fields appear. The field value is the data contained within a field specific to the current record. 7

Other terminology • A wizard is a series of screens and tabs in which you can select options for configuring a specific part of the system. When working in any Agiloft wizard, the left side of the screen has a description of each option, as well as tips and guidance and links to additional information. • Rules are used to handle the bulk of system automation as they can trigger automatic actions and behavior based on any criteria. Groups control which content a user can see and act upon in the system. • 8

Other terminology (continued) • There are two different types of teams. • Staff teams are used mainly to identify functional units to whom records and chat requests might be assigned or emailed. • Customer teams are used primarily to enable custom branding in • • the End-User Interface. A power-user is a user who belongs to at least one group that is a Power-User group. Can access Charts and Reports and edit other people’s records. Require an assigned power-user or floating poweruser license. An end-user is a user who belongs only to a group that is a Customergroup. Cannot edit other people’s records. May use an unlimited enduser license. 9

Interfaces • The Power-User Interface is the interface through which power-users (administrators, higher level staff, etc) use Agiloft. • The End-User Interface (EUI) is the interface through which end-users (lower-level staff, customers, etc) use Agiloft. • The Administrator Console provides access to highlevel functions affecting all the knowledgebases on a specific server. Access to the Admin Console is only available for on-premise customers or those with a dedicated server. 10

Conclusion • In this unit we learned the basic terminology used within Agiloft and saw the different ways in which users can access Agiloft. 11