WEBVTT

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One of the main functionalities
of NHSmaill Guide is to signpost

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users to helpful support
resources. When I select I want

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to access support resources from
the main menu, I am taken to a

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library with different topics.
The topics here reflect the most

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common queries for local
administrators and that's based

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on NHSmail helpdesk statistics.
So number of tickets that come

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through in a given category, but
also feedback from the users who

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took part in the pilot phase.

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These topics provide guidance on
joiners, movers and levers,

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Managing user accounts, managing
shared mailboxes, some of the

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major applications within the
Microsoft Office 365 suite, but

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also licencing information on
those applications. Security,

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Some of the most common issues
with Global Address List and how

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to deal with them, and some of
the most common issues with

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e-mail delivery and how to deal
with them.

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Let's go with managing a user
account.

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The chaplet is now prompting me
to be a bit more specific about

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what exactly it is that I'm
trying to do with the user

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account.

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I want to manage user policies

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and here I am presented with two
links to articles on the support

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site that can help me with that.

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These lengths are clickable,
both the hyperlink and the image

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preview,

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and open as a new tab in my
browser.

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Now hopefully the support
article has been helpful and

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I've found the answer to my
query. I can now leave feedback

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by saying that I don't need any
more help.

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I can rate my experience from
1:00 to 5:00

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and I can leave qualitative
feedback about my experience. So

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both things that I enjoyed and
points for improvement.

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And that's the end of a
conversation with the chatbot. I

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can now type menu in the chat
and return to the main menu to

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browse new topics.