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back to access after a long time

P: n/a
Ok folks... I apologize now if I'm covering territory already
discussed. I'm sick as a dog right now and have got to get some work
done on this datbase. Let me explain what I'm trying to do.

I work as email tech support fo a computer manufacturer. Anyway, up
until recently all emails sent from customers for help came into our
Lotus Notes. The powers that be have changed us to an online forum sort
of thing. The problem we are having is that all the messages that were
sent out in Lotus notes could be searched. This is a huge time saver. A
customer asks about the battery life on a specific model of notbook,
all we have to do is put in the criteria in the sent folder search
feature and VIOLA... we have an almost complete answer, only needs the
greetings and goodbyes!!

Well.. now the reason I'm posting here. Because of the switch to the
online forum, we are in danger of losing our Sent database from Lotus
notes. The upper management just doesnt get why we need it. I want to
take those emails (this is going to be so time consuming.. I know) and
create a database that we can either search based on the criteria we
put in... OR have the database set up with a main page form that has a
way to access that data. My initial idea was on the main form, for
example have the word/prhrase and we can click the word/phrase and in a
notes field will pop up the text response we would then copy and paste
in our response.

Ex: on the main form you see "cracked lcd"
I want to click on that text and in the notes field pops up: "
warranty does not cover broken or cracked LCD screens. The cost for
repair for a cracked/broken LCD display is $649.00 USD plus sales tax
and shipping. This fee includes parts, labor and the return shipping.
For assistance with this please call the technical support line at
1-800-816-2237, option 1. Hours of operation are from 7am-9pm CST
Mon-Fri and 8am-5pm CST Sat & Sun, excluding holidays.

It will help to expedite your call if you have the following
information available.

Your name
Company name
Telephone Number
Fax Number
Physical Address of delivery
Serial number of the computer
Part number of the computer
Special instructions for courier, if necessary
Your computer in front of you with a complete description of the
problem"
I also need a personal notes field that will pull up and be attached to
that particular response. So each person can type in their own
personalized repsonse if they don't like the canned one. So when they
click the text, both the approved repsonse comes up and any notes the
tech support person may have wanted to add for that one response. Other
responses may have other customized notes made on them.

Here's another kicker... I would like to make it where it is protected,
so no one can accidentaly erase important data. The only changes they
can make are in the Personal notes field.

I have workd in Access before.. but it's been like 5 years ago!! I
started fooling around with this and just can't remember it. I'm also
in a bit of a rush as the upper management is talking about deleting
that database of sent emails on a daily basis almost!

If anyone can give me any examples to look at or that I can copy and
then tweak that would be so great. Any advice, tips tricks. .......
anything would be so helpful!!

Thanks
Victoria

Nov 6 '06 #1
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P: n/a
Torilyn73 wrote:
Ok folks... I apologize now if I'm covering territory already
discussed. I'm sick as a dog right now and have got to get some work
done on this datbase. Let me explain what I'm trying to do.

I work as email tech support fo a computer manufacturer. Anyway, up
until recently all emails sent from customers for help came into our
Lotus Notes. The powers that be have changed us to an online forum sort
of thing. The problem we are having is that all the messages that were
sent out in Lotus notes could be searched. This is a huge time saver. A
customer asks about the battery life on a specific model of notbook,
all we have to do is put in the criteria in the sent folder search
feature and VIOLA... we have an almost complete answer, only needs the
greetings and goodbyes!!

Well.. now the reason I'm posting here. Because of the switch to the
online forum, we are in danger of losing our Sent database from Lotus
notes. The upper management just doesnt get why we need it. I want to
take those emails (this is going to be so time consuming.. I know) and
create a database that we can either search based on the criteria we
put in... OR have the database set up with a main page form that has a
way to access that data. My initial idea was on the main form, for
example have the word/prhrase and we can click the word/phrase and in a
notes field will pop up the text response we would then copy and paste
in our response.

Ex: on the main form you see "cracked lcd"
I want to click on that text and in the notes field pops up: "
warranty does not cover broken or cracked LCD screens. The cost for
repair for a cracked/broken LCD display is $649.00 USD plus sales tax
and shipping. This fee includes parts, labor and the return shipping.
For assistance with this please call the technical support line at
1-800-816-2237, option 1. Hours of operation are from 7am-9pm CST
Mon-Fri and 8am-5pm CST Sat & Sun, excluding holidays.

It will help to expedite your call if you have the following
information available.

Your name
Company name
Telephone Number
Fax Number
Physical Address of delivery
Serial number of the computer
Part number of the computer
Special instructions for courier, if necessary
Your computer in front of you with a complete description of the
problem"
I also need a personal notes field that will pull up and be attached to
that particular response. So each person can type in their own
personalized repsonse if they don't like the canned one. So when they
click the text, both the approved repsonse comes up and any notes the
tech support person may have wanted to add for that one response. Other
responses may have other customized notes made on them.

Here's another kicker... I would like to make it where it is protected,
so no one can accidentaly erase important data. The only changes they
can make are in the Personal notes field.

I have workd in Access before.. but it's been like 5 years ago!! I
started fooling around with this and just can't remember it. I'm also
in a bit of a rush as the upper management is talking about deleting
that database of sent emails on a daily basis almost!

If anyone can give me any examples to look at or that I can copy and
then tweak that would be so great. Any advice, tips tricks. .......
anything would be so helpful!!

Thanks
Victoria
Victoria,

Aside from the issue of trying to set up a database of this knowledge, I
would like to think a Management Team worthy of such a title would
understand the benefit of keeping this information online for whatever
reasonable length of time it takes to migrate it to a new platform. It's
all dollars and cents (or whatever currency you use) in the end -- that
is information Management should understand.

If you are able to approach these folks with solid data (i.e., cost in
terms of time, quality in terms of consistent and accurate responses,
the impact on customer service) on what it would take for your service
area to reinvent the customer service wheel as a result of eliminating
the information base you have built up, you might gain their understanding.

If they are steadfast perhaps there is more to the story than you know,
or perhaps they are foolhardy. But if they have not been presented with
a solid case for retaining the Lotus information base, you may never
know which is true.

Hope this helps.

--
Smartin
Nov 7 '06 #2

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