StepChange Debt Charity

User Guides: Application Resources

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Pulse 12

• Pulse Performance
• Pulse - Deductions
• Pulse - DRO 1 - Client has been advised of a DRO when they should not have
• Pulse - DRO 2 - Client has not been advised of a DRO when they should have
• Pulse - online log in issue

See all 12 articles

Decision logic 3

• Decision Logic - Who to contact?
• Pulse decision logic - Error messages
• Pulse decision logic - Error message in verification

Portal 2

• Portal - Error when trying to run a KYC search
• Unable to star email address in Portal

Docutrieve 1

• Docutrieve - Error Message

DCS 1

• DCS - No DD section

Online DMP 1

• OnlineDMP - login problems

Key IVR 0

Microsoft Teams 0

Outlook and Email Guides 0

Genesys 2

• Remove and readd Genesys WebRTC phone (softphone)
• Sound settings (silent calls guide)

DMS 0

User Guides: IT Essentials and Basics

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The Basics 5

• Colleague WI-FI Password
• Service Desk Escalation Path
• Incident and Service Request SLA Definitions
• How to raise a Telephony/IVR Change
• Microsoft Edge - Clearing cookies/permissions and browser history

New Starters, Leavers, Job Title Changes and Internal Movers 2

• New Starter – IT Checklist and Okta Enrolment
• Return of Leavers IT Equipment

Password and VPN Resources 2

• Password Reset Guide
• Changing your Security Question answer for OKTA or password for windows (OKTA Self Service) – March 2021

Hardware Resources 1

• Dual Monitors - A guide for using in-office desk monitors

Service Desk Resources

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Standard Operating Procedures (SOP) 56

• SOP 002 – Update The OS for the Build – MDT Toolkit currently installed on Deployment01
• How to add a Direct Dial
• TransUnion Credit Search - Guide for Service Desk
• Restoring Taskbar Icons
• Unable to connect to network drives when on VPN

See all 56 articles

To organise 5

• Lost or Stolen Mobile Charity Device
• How to spot a Phishing e-mail
• Employee Numbers in AD
• How To Disable Teams
• Editing Exchange Groups

Drafts 15

• CHG44507 - Prevent duplicate transaction records being created in UCM
• Report Manager
• COP - Bulk insert missing principals
• Caused by default Pega time-out SLA issue. Fixed.
• Fixed

See all 15 articles