2010 User Conference April 23 rd – 25 th, Philadelphia, PA Helpful Tips from Tech Support Sunday...

2010 User ConferenceApril 23rd – 25th, Philadelphia, PA

Helpful Tips from Tech Support

Sunday 1:00 – 2:30 PM

Presented by:

Jason Nyzio, MBA, Manager Technical Support

Kevin Horowski, Senior Technician

Sam Grow, Senior Technician

Steve Herbert, Senior Technician


Agenda• Tech Support Update

• Program Upgrades

• Program Maintenance

• Keyboard Shortcuts

• Self-Help

• Errors

• Slowness and Freezing

• Branding & Customization

• 3rd Party Applications

• Security (OM User)

• Hardware Setup

• Editing Inventory


Tech Support Update• New Hires

• Industry Best Practices

• Customer Surveys

• Average Statistics Today– Response Times– Resolution Times – Handle Times

• Future Goals (6-12 months)


Program Upgrades• Backing up

• Where is the download website?– www.stoneedge.net/dlgateway

• Do we need a contract?

• Upgrade all PC’s at once?

• Can we hire Tech Support for upgrades?


Program Maintenance• SQL Backup (Enterprise Users Only)

• Compacting the data file

• Shared Folders for Shared Resources

• OM Compiler

• <CTRL + Shift + L>

• <CTRL + Shift + F>


Keyboard Shortcuts• Repair Shortcuts

• View Orders

• View Customers

• F1 Help


Self-Help• F1 Shortcut to Knowledgebase

• Quick Tour of the KB

• Self-Help Videos


Errors• Maintenance Reminders

• Repeatable Errors– Runtime Error 91

• Tech Support Bug Policy


Slowness and Freezing• Two Common Issues

– Real-time Inventory– Order Status System

• How to alleviate

• Preventative Steps– Network settings– Archiving


Branding & Customization• Cart-based Parameters

– Company Info– Credit Card Gateways– Setting reports for different carts


3rd Party Applications• What are they?

• Why do we use them?

• Will Tech Support help maintain them?

• What should I do if I have a problem with a 3rd party application?


Security (OM User)

• Overview

• Advantages

• Disadvantages

• Configuring Security Settings


Hardware & Setup• Types of OM-compatible hardware

• Stone Edge Optional Hardware– Barcode Scanners– Pole Displays– Cash Drawers– Payment Processing

• Benefits

• 3rd Party Hardware Support


Editing Inventory• Multi-record Editor

• Global Editor

• Text Files

• Functions and Forms– Add barcode– Change suppliers


AdditionalQuestions


Thank You!

Jason

Kevin

Sam

Steve

2010 User Conference April 23 rd – 25 th, Philadelphia, PA Helpful Tips from Tech Support Sunday...

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