THWACK Monthly Mission - July 2019

ITSM groupies? It could happen.

Take your service management strategies from opening act to headliner with SolarWinds Service Desk.

A bustling ticket queue, escalating service requests, emails, phone calls, walk-ups, and messages. There’s so much noise. But, now it’s your time to make some fans! Slay those SLAs, improve your CSAT, and create an employee experience worthy of dropping the mic. SolarWinds Service Desk will set the stage for you to start boosting employee productivity and employee satisfaction.

Are you ready to conduct comprehensive service beyond IT tickets? Start your mission.

JULY MISSION

Use the mission’s resources to complete the tasks and answer the questions for a chance to win!

Correctly answer each question during the week and you'll be entered for a chance to win the weekly prize.

Correctly answer all 20 questions over the course of the month and you'll be entered for a chance to win the grand prize.

150 points are being awarded for each correctly answered question. There are 20 questions, which means you can earn a maximum of 3,000 points for this mission.

Want to join the mission, but not a member? Sign up FREE now!

PRIZES

Weekly Prizes & Drawing Dates:

July 8, 2019: $100 Spotify gift card

July 15, 2019: Portable turntable

July 22, 2019: Bluetooth ottoman speaker

July 29, 2019: Wireless bluetooth speaker

Grand Prize:

July 29, 2019: Bose Noise cancelling headphones

MISSION RULES

A new question will open every day (Monday - Friday) starting on July 1, 2019. Once a question has opened, it will remain open until July 28, 2019 at 11:59 p.m. CT. Check the schedule below for exact open/close times.

MISSION SHORTCUT

Complete the mission shortcut to earn an additional 1,000 THWACK points & enter to win a Sonos Surround Sound System with Beam

The shortcut is simple, follow these instructions:

The SolarWinds Service Desk service portal helps guide your employees directly the resources they need using artificial intelligence (AI), or as we call them, Smart Suggestions. This functionality is built to promote case deflections and assist requesters with providing the information needed to get their issue resolved faster. However, many employees are used to sending emails or calling the service desk, making it hard for organizations to experience the full benefits of the portal. In this Mission Shortcut, you’ll customize a service portal the employees at your organization will be proud to use.

SHORTCUT STEPS:

1. Start a SolarWinds Service Desk Trial

2. Navigate to Setup > Service Portal

3. Customize the following service portal options

a. Add your Company’s Logo

b. Add your Company’s Favicon

c. Choose your Primary and Secondary Colors in the Colors section

d. Update your Welcome Message, and, keep it clean folks:

i. Name your service portal in the “Title” field

ii. Replace the Image in the “Main Message”

iii. Write a new “Main Message” under your new image

4. In the Menu Navigation, under the “Menu Label” column, change the label for Knowledge Base to FAQ Articles

5. Take a screenshot of your newly branded service portal and submit it here

WEEKLY PRIZES	MONDAY	TUESDAY	WEDNESDAY	THURSDAY	FRIDAY	WINNERS
Week 1: Complete questions 1-5 by July 7, 2019 to be entered to win: $100 Spotify gift card
Week 2: Complete questions 6-10 by July 14, 2019 to be entered to win: Portable turntable
Week 3: Complete questions 11-15 by July 21, 2019 to be entered to win: Bluetooth ottoman speaker
Week 4: Complete questions 16-20 by July 28, 2019 to be entered to win: Wireless bluetooth speaker
Correctly answer all 20 questions by July 29, 2019 and get entered to win the Grand Prize! Bose Noise cancelling headphones

July Mission Terms & Conditions: US, UK, and Canada | Germany | Australia

July Mission Shortcut Terms & Conditions: US, UK, and Canada | Germany | Australia

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Comments

damien.solodow

Padlocks only for the first week huh?

ludovic.mag

Replied correctly to the first question and apparently the points are not taken in consideration

grizzlyferrett

Same for me, correctly answered question and no points

davej

And the same for me. Correct answer, no points.

yumdarling

Thanks for letting me know, I'm looking into it.

alex.west

Correct answer but it counted it wrong for me.

smttysmth02gt

Same - correct answer = no points.

smttysmth02gt

It also appears to be happening on posting comments for Geek Speak articles as well (50 points).

melonizame

wow another mission - good job

Also I believe the question should say - "Select All that Apply"

christopher.t.jones123

correct answer and no points

asheppard970

First off, yumdarling, thanks for a new monthly mission! And a great topic this month, what with the roll-out of the new SWSD product. I do have a couple of questions right out of the gate, tho...

1) what are the document management capabilities within the knowledge base, specifically regarding version control? And 2) can you have varying levels of contributors to KB articles (i.e. Author, Approver, etc.) or is it a free-for-all where anyone and everyone can write an article or...?

wkwittke

No points for me either

yaquaholic

Between what I clicked on and the answer I got back, there was a difference (and a red mark).

Please fix

yumdarling

Fixed, thanks

Jfrazier

I selected what I thought was the corrected answer and got the dreaded red x with a description that did not match what I selected.

yumdarling

Hi Alex!!

There are roles and permissions that you can play with to block people from writing/editing articles.

No versioning right now.

Let me know if you want more info, I'll be happy to pull in all my SWSD peeps

asheppard970

More curious for the group. We're using ServiceNow at the moment and have become fairly entrenched with it (or it with us, not sure which!). And also doing a little bit of comparison: what you said seems to be on par with what SN has (Roles, no Versioning) at the moment. Having been a DOCMAN in a former life, I know how important version control is, especially when it comes to our old friends, Messrs Sarbanes and Oxley.

Thanks for the reply, Yum, and for the offer - on which I will probably pass at this time. If we ever get tired of (or overwhelmed by) ServiceNow, I will pitch ServiceDesk to management as hard as I can.

jfaldmo

For the mission shortcut... it would be nice to have a link to where you can Start a SolarWinds Service Desk Trial.

I saw a link in the first question hint. It is here if you would like it--Start a free trial of Service Desk from SolarWinds

aandreatta

Got the correct answer but no points...

yumdarling

Thanks for the tip! Went ahead and added a link

yumdarling

Thanks for letting me know, Donald. We're looking into it

alansmith

Maybe this month I will win a prize! Crossing my fingers.

chrispacifico

Correct answer but it was marked wrong :-(

sshawl

Really confused.. I selected what I thought was the correct answer(s) however I received a message about "Sorry, our solution would not be..." and then referred to an answer I know for a fact I did not select. It would be great if the the message for incorrect answers listed what the correct/incorrect answer is and why.

dsimpkins

Had to go back and check as didn't notice earlier but same here..

Correct answer no points

yumdarling

Good catch! I went ahead and added the correct answers. I was just about to post those answers here as an FYI... but then I realized that would not be a good idea... I need a nap, y'all.

jeremymayfield

yumdarling I signed up for the trial for the mission shortcut, but haven't received my login details yet. How long does this take?

sshawl

Hmmm... either it's showing me my answers and not showing me the correct answers, or I in fact got this one right but got the dreaded red (x).

bobsmith1234

I saw the same behavior Sunday night for the June Mission - got the green checkmark but no 150 points for the question.

smttysmth02gt

Still missing points for today's question + geek speak points.