Help-Desk Platform

Objective

Develop a platform to help Microsoft Technical Specialists (MTS) respond to sales inquiries with consistent, detailed answers.

Audience

Microsoft Technical Specialists and the client sales force.

Design & Development Process

I began by mapping the inquiry lifecycle to automate key actions such as notifying specialists when a question is submitted and alerting sales staff when answers are ready. The development utilized PowerApps for the user-facing interface and SharePoint to manage the question database, user roles, and categories.

A unique feature of this build was the automated peer-review workflow created in Power Automate. This requires an MTS user to provide an initial answer and then requests a second MTS user to review the response before it is finalized. This ensures a high standard of support and prevents errors in technical guidance. The platform also stores these resolved inquiries to build a searchable FAQ knowledge base.

Outcomes & Achievements

• Greatly increased the efficiency of the MTS team in handling daily inquiry volumes.
• Enhanced the support experience for the sales force through seamless Microsoft tool integration.
• Created a continually growing knowledge base that serves as a long-term resource for the organization.