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MSPComplete hands-on tutorial

Last Update: 7/21/2017 11:35 AM
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​​This tutorial gives you hands-on experience with the MSPComplete interface. After you finish the exercises in this tutorial, you will understand how to carry out the basic functions, such as setting up customers, adding users, scheduling a service, assigning tasks, and viewing system information in your personal feed.

Tip: Download this tutorial as a .PDF file so you can print it and annotate as you can move through the process.

Time to complete this tutorial: 75 minutes (and you can always pick up where you left off)

Contents:

 

Before you begin

Time to complete: 15 minutes

Do the following before you begin this tutorial:

1.       Register with MSPComplete, and sign in. Whether you sign up as an MSPComplete Partner yourself or have received an email invitation to join MSPComplete, register so that you can sign in from a browser with your email address and the password you choose.

2.       Take the interface tour. After you sign in to MSPComplete, read the Interface tour article. This shows you how MSPComplete is organized, and acquaints you with some common terms.

3.       Check your workgroup. As noted in the interface tour, there’s a workgroup pull-down menu at the top of the left navigation pane.

    • If you have signed up as an MSPComplete Partner, you can run this tutorial from your default workgroup. If existing customer data has been imported into that workgroup, however, consider setting up a new test workgroup, which you can also use to provide a training ground for new members. For more on workgroups, refer to the Workgroups article.
    • If you have been invited to join MSPComplete, you can run this tutorial from your default workgroup, which is labeled with your account name. However, ask the MSPComplete administrator if there is a different workgroup you should use. If so, choose that workgroup in the pull-down menu before you start this tutorial.

4.       Determine your member role. An MSPComplete member can be an administrator, a manager, or an agent. If you signed up for MSPComplete yourself, you will be an administrator. If you were invited to join, you can be given any of the three roles. If you are unsure which role was assigned to you, ask the person who invited you. The role you have determines what you can do in the interface, and factors into which steps of this tutorial you can carry out.

 

Exercise 1: Create a sample customer

Time to complete: 3 minutes

In the following steps, you will create a sample customer that represents an organization for which you provide managed services.

To create a sample customer:

  1. Click All Customers in the left navigation pane.
  2. In the main pane, click Add Customer.
  3. In the form that appears, enter a fictitious company name, a fictitious domain, and a primary location. Although the domain is necessary for adding the customer, it will not be used in this tutorial.

    tutorial01.png​​
  4. Ignore the other fields for optional information.
  5. At the bottom of the form, click Save. The customer name now appears in the list of customers in the main pane.
  6. Note the Sort and Filter menus that allow you to manage the information on this page if you add a large number of customers.

 

Exercise 2: Add two sample users

Time to complete: 10 minutes

For each customer, you can add users through several methods, such as by gathering information from the customer’s Microsoft Exchange server. The following steps guide you through adding two users manually, which is useful for amending an existing customer list.

  1. Display the sample customer overview page (All Customers > Customer Name).

    Tip: You can also display a customer’s Overview page by clicking one of the entries in the Recent Customers list in the left navigation pane.
  2. Click the Users tab. When no users have been added yet, this page summarizes the different methods for adding them. Click the arrows next to the methods and read the descriptions to get a sense of the different ways to add users.
  3. Click Add a Single User.
  4. In the form that appears, supply a first name and a last name along with an email address, which typically falls within the customer’s domain. You can use any value because the email will not be used in this tutorial.

    tutorial02.png
  5. Click Save. The user name now appears in your sample customer’s User’s page.
  6. Click the Add Users drop-down menu and select Add Users with Quick Add.
  7. In the form that appears, add a second user the same way you added the first.
  8. Click the Sort drop-down menu at the top of the page. Here you can sort a user list by criteria, such as first name or email address. The arrows next to a sort option set an ascending or descending order.

    tutorial03.png

    ​Tip:
    There is also a Filter menu and a search box that are useful when working with a long list of users.
  9. Click the list entry for one of the users you created. A panel with user details appears.

    tutorial04.png
  10. Note the two ellipses on the panel. An ellipsis always designates a context menu that allows you to carry out certain actions. Here, the top menu is for editing, deleting, or subscribing the user. The bottom menu gives you access to feed entries concerning this user.
  11. Click the X at the top corner of the panel to close it.
  12. Point the cursor at one of the rows in the user list. Note that an ellipsis appears at the end of the row. This is the same context menu that appeared at the top of the user details panel.

 

Exercise 3: Understand subscriptions

Time to complete: 2 minutes

In the preceding step, you may have seen the option Apply Subscription when you clicked the context menu for your sample user. In this tutorial, you will not purchase or assign subscriptions, but note the following about using subscriptions:

  • Users must be assigned subscriptions before you can manage services for them.
  • Each subscription is valid for a year and allows you to carry out any number of IT services for that user during the subscription period.
  • To purchase and assign a subscription to a user, the MSPComplete member must have the role of administrator or manager. You will learn more about these roles later.
  • Members assigned the role of agent cannot purchase subscriptions using the workgroup credit card, but they can assign subscriptions that have already been purchased through a distributor.
  • The MSPComplete interface allows you to assign subscriptions to one or many users at a time.

Important: Each subscription you assign to a user carries a cost for your organization. Once you assign a subscription, you cannot revoke or reassign the subscription.

For more information: The Subscription and Licensing FAQ article answers common questions about subscriptions.

 

Exercise 4: View user subscription information

Time to complete: 2 minutes

Review the subscription statuses of the two users:

  1. In the User list (All Customers > customer name > Users), note that the Subscription column indicates that these users do not have subscriptions.
  2. Point the cursor at the name of one of the users you created.
  3. Click the ellipsis at the end of the row. Do not select any actions.
  4. Note how the context menu provides the option Apply Subscription. If you select this, MSPComplete does one of the following:
    • (Administrators, managers, and agents.) If you have already purchased subscriptions from a distributor, the interface displays a form where you confirm that you want to assign a subscription to the user.​
    • (Administrators and managers only.) If the workgroup subscriptions are purchased using a credit card, the interface displays the subscription price, and asks you to confirm that you want to charge the credit card to purchase a subscription for this user.​

Tip: In most cases, you assign subscriptions in bulk, either while importing customer records or by selecting multiple records in the user list and clicking the Apply Subscription button at the top of the list.

For more information: Refer to the Subscriptions article for details about these actions and instructions for sorting and filtering the user list to display a specific set of users to subscribe.

 

Exercise 5: View billing and subscription renewal options

Time to complete: 3 minutes

To purchase subscriptions, administrators set up the workgroup’s billing method. Administrators and managers can then change renewal status. The following steps show you the pages where you manage the billing and subscription features:

  1. Click Settings in the left navigation pane.
  2. The Overview tab shows the number of subscribed users, the number of purchased but unassigned subscriptions, and information about expiring subscriptions.
  3. An administrator can click Add Payment in the Overview tab to set up credit card billing.
  4. On the Enter Coupon tab, you can redeem subscriptions and licenses purchased from a distributor.
  5. The Licenses and Billing tabs record the purchases you have made.
  6. The list under the Subscriptions tab will be blank until you assign subscriptions to users. Note that you can filter the list by different criteria, and use Enable Renew or Disable Renew to change the subscription renewal status for many users at a time.

    Important: A subscription renews every year unless you disable its auto-renew feature. Review the subscription list periodically to disable auto-renew for users who have left the employment of your managed customers.

    For more information: Refer to the subscription and billing articles linked from the Introduction to managing your account article.

 

Exercise 6: Combine users into groups

Time to complete: 5 minutes

A group is a set of users that you create: 

  • Each group belongs to a specific customer. For example, you cannot set up a group that includes employees from two different customers.
  • Some groups are created automatically. For instance, you can add users with an endpoint that replicates a customer’s Active Directory groups as MSPComplete groups.
  • You can create any number of additional groups and modify the group membership as needed. For example, you might set up a group for new employees who need onboarding services, changing the group membership each week as new hires start work at a customer site.
  • Any user can belong to any number of groups. For instance, you can add your onboarding group members to groups that represent the customer’s business units, such as finance or sales.

In the following steps, you will create a group that includes the users you created:

  1. Display the Customer page for the sample customer (All Customers> Customer Name).
  2. Click the Groups tab at the top of the page.
  3. Click Add Group.
  4. In the form that appears, enter any group name.
  5. Click Save. The group name now appears on the page.
  6. Click the group name.
  7. At the top of the group details form that appears, click the ellipses and choose Add Users.
  8. Click the boxes to place a check mark next to each of the users.

    Tip: In the form, you can search the user list and filter by different criteria, which is useful when dealing with a large set of users.
  9. Click Save. The users now appear in the group details form.

 

Exercise 7: Create a team

Time to complete: 5 minutes

Whereas a group is a set of users who have services performed for them, a team is a set of MSPComplete members who carry out those services. Each team defines a pool of members with similar skills who can carry out the same types of service tasks. When you set up a service, you can assign tasks to yourself, to another member, or to a team. If you are an agent, you cannot set up a team, though you probably will belong to some, so skip to the next step. Administrators and managers, follow these steps to create a team:

  1. Click People in the left navigation pane.
  2. Click the Team tab.
  3. If no teams exist, you can enter team information directly on the page. Otherwise, click New Team.
  4. Enter a team name.

    tutorial06.png
  5. Choose Pull From Queue as the team assignment type:
    • With “Pull From Queue,” any team member can claim the task on the My Tasks page. You’ll probably want to set up these types of teams until you have well-defined team strategies.
    • With “Load Balance,” MSPComplete automatically assigns the task to the team member who has the fewest assigned tasks across all workgroups that the member belongs to.
  6. In the People selection of the form, click the Select link next to your name to create a team consisting of only you.
  7. Click Create New Team. The team name now appears on the page.

    Note: You can create any number of teams, and each member can be in multiple teams.

 

Exercise 8: Set up a service

Time to complete: 5 minutes

Now that you have covered the basics, create a service for users:

  1. Display the page for the customer you created (All Customers> Customer Name).
  2. Click the Delivery Center tab.

    Tip: Notice the Delivery Center entry in the left navigation pane. There you can define services for any customer, and you specify the customer in the setup form. When you use a single customer’s delivery center as instructed here, the customer context is defined already.
  3. Click Add Service to display the service library.
  4. The left pane groups services into functional areas. Click Management to display services for managing users at the customer’s site.
  5. Narrow the list to services involving Office 365 by typing the following into the search field at the top of the page: 365
  6. Click Add User to Office 365 Group. A service details form appears.

    tutorial06.png
  7. Under Service details, click the link for Assign to me. This makes you the service owner.
  8. Click Start date and notice how you can select a time and date for the service to begin. In the Due date field, you can specify a time by which the service should be completed. Leave these fields blank so that you can start the service manually.
  9. Click Add Service at the bottom of the form. The service appears in the Delivery Center and indicates that zero percent of it has been completed.

 

Exercise 9: Assign service tasks to members

Time to complete: 10 minutes

Each service is divided into tasks assigned to members or teams. A task can be assigned to the service owner or someone else. In the following steps, you’ll assign the tasks to yourself.

  1. Click the Delivery Center entry for the service you set up. In the page that appears, the left pane lists the tasks required to run the service. This service has only one predefined task and does not require subscribed users to run. Most services have multiple tasks and can be run only for subscribed users.
  2. Point the cursor at the first task and click the pencil icon to edit the task.
  3. The form that appears is like the one used to set up the service, but this one assigns and schedules the selected task only. If you set up a team earlier, choose that team in the Assign Team drop-down menu. Otherwise, click the Assign to me link.
  4. Note the options available in the Schedule fields. You can schedule start and due times for tasks just as you do for services. You can also specify relative times, such as starting the task an hour after the previous task completes. Leave these schedule fields blank.
  5. Note the instructions for the task. MSPComplete provides guidance for tasks. In some cases, automation makes the task easier to perform.
  6. Click Save at the bottom of the form. Notice that your initials appear next to the first task, indicating that the task is assigned to you.
  7. Now create a manual task:
    1. Click Add Task.
    2. In the page that appears, click Manual Task.
    3. In the form that appears, change Task Name to “Before you begin.”
    4. Click Assign to me.
    5. Add some descriptive text to the instructions field.
    6. Click Add Task.

      tutorial07.png
  8. Make your manual task the first task by dragging the task to the top of the list.
  9. Click Save as Custom Service in the upper-right corner. In the form that appears, you can save the service as a template to speed up the setup time for additional services of this type.
  10. Modify the custom service name to: My Version of Add User to Office 365 Group.
  11. Click these options:
    • Viewable by: Only me
    • Attributes to be copied: Team assignment
  12. Click Save as Template. You will then be able to modify and run services from this template by clicking Manage Service Templates in the Delivery Center.
  13. Close the service page by clicking the X in the upper-right corner.

    Note: The email account you used to register with MSPComplete will receive messages indicating that these tasks have been assigned to you.

 

Exercise 10: View and claim your tasks

Time to complete: 3 minutes

Tasks assigned to each MSPComplete member appear under My Tasks:

  1. Click My Tasks in the left navigation pane. The tasks you assigned to yourself appear in the tasks list when they are ready to be started, once the preceding tasks have been completed.​
  2. Point to the first task, click the ellipsis at the end of the row, and choose Release from the context menu. This releases the task assignment but does not cancel the task itself. You do this if you cannot carry out the task.
  3. Next, reclaim that task by clicking Claim More Tasks. In the form, you will see the task you released and any task assigned to a “Pull From Queue” team that includes you as a member. Claim the tasks here by clicking the Claim link. The two service tasks now appear in your list of tasks.

    tutorial08.png
  4. Click Close.

 

Exercise 11: View the feed

Time to complete: 3 minutes

Three comprehensive MSPComplete features provide information about service delivery:

  • Dashboard gives you a high-level snapshot of service delivery and system performance.
  • Reports provides post-delivery information about service efficiency.
  • Feed provides alerts and notices.

In this exercise, you will view your task assignments in the feed, which notifies you of critical alerts, upcoming events, suggestions for services you can provide customers, and reminders for actions to be carried out:

  1. In the left navigation pane, click Personal Feed. This displays your personal feed, which lists events that pertain to all customers you manage.
  2. Now display the customer feed by clicking the customer’s Feed tab (All Customers> Customer Name > Feed). This feed lists the events that pertain only to this customer.
  3. View your task assignments listed in the customer feed.

    tutorial09.png
  4. Click the task entry and view the details in the form that appears.

    Tip: You can manage feed information using the Filter drop-down menu at the top of the page.

 

Exercise 12: Run the service

Time to complete: 5 minutes

Because the service you created does not specify a start time, you must start it manually:

  1. Click Delivery Center in the left navigation pane to display services for all customers.
  2. Click the service you created. The service page appears with the first task selected.
  3. Click Start this Task. A timer in the upper right corner begins to track the time.
  4. After a few seconds, click Complete. Note that the progress indicator at the top of the screen shows that the service is fifty percent complete because the first of the two tasks has finished.
  5. Click Start this Task for the second task.
  6. After a few seconds, click the ellipsis in the upper-right corner and choose Mark as blocked from the context menu. You would do this if service delivery encounters difficulties and you need to halt the timer.
  7. Click Unblock to restart the task.
  8. Click Complete to signal task completion.
  9. In the Delivery Center, the service is listed as one hundred percent complete.

 

Exercise 13: Delete the service

Time to complete: 2 minutes

Generally, you do not need to delete a service after it runs to completion. However, you can delete any service before, during, or after it runs. If the service has not finished, all tasks are unassigned from members.

  1. Click Delivery Center in the left navigation pane to display services for all customers.
  2. Point to the service you created.
  3. Click the ellipsis at the end of the row.
  4. Choose Delete Service from the context menu.
  5. Confirm the deletion in the warning notice that appears. The service is no longer listed in the Delivery Center.

 

Exercise 14: Archive the sample customer

Time to complete: 2 minutes

Continue familiarizing yourself with MSPComplete using the sample data you created. When you are finished, you can archive the customer information. MSPComplete does not delete customer, user, or subscription information. Instead, it marks the entries as inactive and archives the data, keeping it available for reactivation to aid with any reporting, legal, or billing issues that may surface later:

  1. Click Customers in the left navigation pane.
  2. In the customers list displayed on the main pane, point to the sample customer row.
  3. Click the Archive Customer icon at the end of the row.
  4. Click Yes in the confirmation screen. The customer name remains in the list but the status has changed to Archived.

 

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