Course on Help Desk for IBM SmartCloud Notes and IBM SmartCloud for Social Business

Important Note: This course was last updated August 2012. To read up-to-date documentation about the topics found in this course, consult the following:

• for the Administrator Assistant role, visit Administering SmartCloud Engage or SmartCloud Connections
• for troubleshooting SmartCloud Notes and web mail issues, visit Lesson 3: Supporting End-Users (Hybrid) or Lesson 3: Supporting End-Users (Service-only)
• for Apple Devices and BlackBerry Smartphones, visit Administering SmartCloud Notes (Hybrid Environment) or Administering SmartCloud Notes (Service-only environment)

Course purpose: This course focuses on the fundamentals needed by company help desk staff who support IBM SmartCloud for Social Business end users. This course is relevant for the IBM SmartCloud for Social Business environment. The service integrates social networking and online collaboration in a suite of tools available on the web. Mail services include SmartCloud Notes and SmartCloud iNotes. Collaboration services include SmartCloud Engage, SmartCloud Connections, SmartCloud Meetings and SmartCloud Events.

Audience: This course is intended for IBM SmartCloud for Social Business and IBM SmartCloud Notes company help desk staff responsible for supporting SmartCloud for Social Business end users. As the first point of contact with end users, the help desk can assist with connectivity issues, reset service passwords and answer "how to" questions. Other issues may require access to Administrator tasks and should be escalated to the next level of your company's internal IT support staff. This course does not cover tasks associated with the Administrator role since the help desk personnel typically will not have access to the SmartCloud for Social Business administrative menus.

Availability:
The course can be found in the IBM SmartCloud for Social Business wiki:

IBM SmartCloud for Social Business wiki

Help desk course

Tip: The course is searchable and translatable in the IBM SmartCloud for Social Business wiki.

Locating the courses in the IBM SmartCloud for Social Business wiki

Locating the course: If you do not have the URL in the table above handy, the easiest way to locate the course in the IBM SmartCloud for Social Business wiki is to click the Learning Center tab at the top then click the Education category.



Search and Translation: In the IBM SmartCloud for Social Business wiki, the search and translation engines are in the upper right corner.



Table of contents:

You may take the self paced course using the link above. You may proceed through the course in any order. However, some exercises require completion of a prior or subsequent exercise.