Service Desk Express 9.x: Advanced Crystal Reports

Course Description

In this 3-day course, you will learn to effectively use the Crystal Report Designer to generate reports on service desk activity. Students learn to use functions, controls, operators, and “Basic” like language syntax to create complex and robust reports.

Objectives

·  Show data relationships using Hierarchical Grouping

·  Understand and utilize variables in formulas

·  Understand the differences between Crystal syntax and Basic syntax in a formula

·  Understand how reports are processed

·  Understand Evaluation time and when to use Evaluation Time functions

·  Utilize IIF, Choose, and Switch functions

·  Utilize Select Case and Loop statements

·  Establish running totals for reports both manually and using the Running Total Expert

·  Create robust call aging formulas

·  Utilize the Map Expert to show data by geographic region

·  Utilize the Service Desk Express Report Configuration Utility

Prerequisites

This course is designed for students who will be acting in the role of service desk manager or report writer. Students should possess the following prerequisite skills:

·  Completion of Service Desk Express 9.x: Using Crystal Reports

·  Completion of Service Desk Express 9.x: Administering – Part 1