Getting Started with Backoffice Platform¶

This guide will help you get up and running with the Backoffice Platform quickly, whether you're an administrator, support agent, or analytics user.

Prerequisites¶

Before you begin, ensure you have:

Valid Account: Backoffice Platform account with appropriate role
Modern Browser: Chrome 90+, Firefox 88+, Safari 14+, or Edge 90+
VPN Access: Secure connection to internal network (if required)
2FA Device: Authenticator app or SMS-capable device for security

Account Access¶

Receive Credentials

Check your email for invitation from admin
Click "Accept Invitation" link
Set up your password (minimum 12 characters, mixed case, numbers, symbols)
Configure two-factor authentication

Initial Setup

Complete security verification
Set up your profile information
Choose notification preferences
Accept terms of service and security policies

Access Portal
Navigate to https://backoffice.optim.com
Enter your email address
Enter your password
Complete 2FA verification
Role Selection (if multiple roles)
Choose your active role for the session
Confirm access level and permissions
Proceed to dashboard

Dashboard Overview¶

Main Dashboard Components¶

Executive Dashboard (Admin/Manager roles)

Key Performance Indicators (KPIs)
System health overview
Recent critical alerts
Quick action buttons

Operations Dashboard (Operations roles)

System performance metrics
Active incidents and alerts
Resource utilization charts
Maintenance schedules

Support Dashboard (Support roles)

Open ticket summary
Response time metrics
Queue assignments
Customer satisfaction scores

Analytics Dashboard (Analytics roles)

Data insights and trends
Custom report widgets
Scheduled report status
Data quality indicators

Backoffice Platform
├── Dashboard
│   ├── Executive View
│   ├── Operations View
│   └── My Dashboard (customizable)
├── User Management
│   ├── Customers
│   ├── Internal Users
│   └── Role Management
├── Support Center
│   ├── Tickets
│   ├── Knowledge Base
│   └── Communication Tools
├── System Admin
│   ├── Platform Settings
│   ├── Feature Flags
│   └── Integrations
├── Analytics
│   ├── Reports
│   ├── Dashboards
│   └── Data Explorer
└── Audit & Compliance
    ├── Activity Logs
    ├── Security Events
    └── Compliance Reports

Role-Specific Quick Start¶

For System Administrators¶

Initial Setup Tasks

User Management

Navigate to User Management > Internal Users
Review existing user accounts and roles
Set up new team member accounts
Configure role-based permissions

System Configuration

Access System Admin > Platform Settings
Review and configure system parameters
Set up monitoring thresholds and alerts
Configure backup and maintenance schedules

Integration Setup

Navigate to System Admin > Integrations
Configure external service connections
Test API connections and webhooks
Set up monitoring for integration health

Essential Admin Tasks

Daily system health check
Weekly security audit review
Monthly user access review
Quarterly compliance assessment

For Support Agents¶

Getting Started with Tickets

Ticket Queue Access

Navigate to Support Center > Tickets
Review your assigned ticket queue
Understand priority levels and SLA requirements
Set up ticket filters and views

Customer Information Access

Access User Management > Customers
Learn customer search and filtering
Understand customer account structure
Review billing and subscription information

Communication Tools

Set up email integration in Support Center
Configure chat system access
Test knowledge base search functionality
Set up notification preferences

Daily Support Workflow

1. Check overnight tickets and escalations
2. Review SLA compliance dashboard
3. Process new tickets by priority
4. Update customer communications
5. Document solutions in knowledge base
6. End-of-day queue review and handoff

For Analytics Users¶

Report Access Setup

Dashboard Configuration

Navigate to Analytics > Dashboards
Explore pre-built dashboard templates
Create custom dashboard for your needs
Set up automated refresh schedules

Report Builder

Access Analytics > Reports
Learn report builder interface
Create your first custom report
Set up scheduled report delivery

Data Explorer

Navigate to Analytics > Data Explorer
Understand available data sources
Practice query building and filtering
Export sample data for analysis

Analytics Workflow

Morning: Review overnight automated reports
Daily: Monitor key business metrics
Weekly: Generate trend analysis reports
Monthly: Prepare executive summaries

For Operations Managers¶

System Monitoring Setup

Operations Dashboard

Configure real-time monitoring widgets
Set up critical alert notifications
Review system performance baselines
Create custom monitoring views

Incident Management

Understand incident classification system
Set up escalation procedures
Configure automated alert routing
Test incident response workflows

Resource Management

Monitor system resource utilization
Set up capacity planning alerts
Review and plan maintenance windows
Configure auto-scaling policies

Common Tasks¶

User Account Management¶

Creating New User Account

1. Navigate to User Management > Internal Users
2. Click "Add New User" button
3. Fill in user information:
   - Full name and email
   - Department and manager
   - Role and permissions
   - Access level and restrictions
4. Send invitation email
5. Follow up on account activation

Managing Customer Accounts

1. Go to User Management > Customers
2. Search for customer by name, email, or ID
3. View account details:
   - Subscription information
   - Usage statistics
   - Support history
   - Billing information
4. Make necessary updates or escalate issues

Support Ticket Management¶

Processing New Tickets

1. Access Support Center > Tickets
2. Review new ticket queue
3. For each ticket:
   - Assess priority and SLA requirements
   - Research customer account and history
   - Provide initial response within SLA
   - Document troubleshooting steps
   - Escalate if necessary
   - Follow up until resolution

Escalation Procedures

Level 1: Standard support agent
Level 2: Senior support specialist
Level 3: Technical team lead
Level 4: Engineering team
Emergency: On-call manager

Analytics and Reporting¶

Creating Custom Reports

1. Navigate to Analytics > Reports
2. Click "Create New Report"
3. Select data sources and date ranges
4. Choose visualization type (table, chart, graph)
5. Apply filters and grouping
6. Preview and test report
7. Save and schedule delivery

Setting Up Automated Dashboards

1. Go to Analytics > Dashboards
2. Create new dashboard or clone existing
3. Add widgets for key metrics
4. Configure refresh intervals
5. Set up alert thresholds
6. Share with appropriate team members

System Configuration¶

Environment Settings¶

Development Environment

URL: https://backoffice-dev.optim.com
Purpose: Testing and development
Data: Test data only
Access: Development team

Staging Environment

URL: https://backoffice-staging.optim.com
Purpose: Pre-production testing
Data: Sanitized production copy
Access: QA and selected users

Production Environment

URL: https://backoffice.optim.com
Purpose: Live operations
Data: Real customer data
Access: Authorized personnel only

Security Configuration¶

Two-Factor Authentication

1. Navigate to Profile > Security Settings
2. Choose 2FA method:
   - Authenticator app (recommended)
   - SMS text message
   - Hardware security key
3. Scan QR code or enter secret key
4. Verify setup with test code
5. Save backup codes in secure location

Session Management

Session timeout: 8 hours of inactivity
Concurrent sessions: Maximum 3 devices
Device registration: Required for new devices
Session monitoring: All sessions logged and monitored

Integration Setup¶

External System Connections¶

CRM Integration

1. Navigate to System Admin > Integrations
2. Select CRM provider (Salesforce, HubSpot, etc.)
3. Enter API credentials and endpoints
4. Configure data sync settings
5. Test connection and data flow
6. Set up monitoring and alerts

Communication Tools

Slack Integration:
- Webhook URL configuration
- Channel assignment rules
- Alert severity mapping
- User mention settings

Email Integration:
- SMTP server configuration
- Template customization
- Delivery monitoring
- Bounce handling

API Configuration¶

Internal APIs

SAAS Platform API
Mobile Platform API
Commands Platform API
Analytics API

External APIs

Payment processors
Communication services
Monitoring tools
Compliance services

Troubleshooting Common Issues¶

Cannot Access Account

Verify correct URL for your environment
Check username/email spelling
Try password reset if needed
Verify 2FA device is working
Contact admin if account is locked

2FA Issues

Ensure device time is synchronized
Try backup codes if primary method fails
Regenerate codes if device is lost
Contact admin for emergency access

Performance Issues¶

Slow Loading

Check internet connection speed
Clear browser cache and cookies
Disable browser extensions temporarily
Try different browser or device
Check system status page

Data Not Loading

Verify user permissions for data access
Check if data source is available
Try refreshing the page or clearing cache
Review any active maintenance windows
Contact technical support if persistent

Report Issues¶

Report Not Generating

Check data source availability
Verify date range parameters
Ensure sufficient permissions
Review filter criteria for conflicts
Check scheduled report queue status

Incorrect Data

Verify data source and time range
Check filter and grouping settings
Compare with source system data
Review any recent data changes
Contact analytics team for validation

Best Practices¶

Security Best Practices¶

Account Security

Use strong, unique passwords
Enable 2FA on all accounts
Regularly review active sessions
Log out when not in use
Report suspicious activity immediately

Data Handling

Follow data classification guidelines
Use secure communication channels
Implement least privilege access
Document data access and changes
Regular security training participation

Operational Best Practices¶

Daily Operations

Start with dashboard health check
Review overnight alerts and incidents
Process high-priority tickets first
Update stakeholders on critical issues
End-of-day status review and handoff

Documentation

Document all procedures and changes
Update knowledge base regularly
Share learnings with team
Maintain accurate contact lists
Keep runbooks current

Performance Optimization¶

System Performance

Use filters to limit data queries
Schedule large reports during off-peak hours
Cache frequently accessed data
Monitor and report performance issues
Regular cleanup of old data

User Experience

Customize dashboards for role-specific needs
Use bookmarks for frequently accessed pages
Set up appropriate notifications
Regular training on new features
Provide feedback for improvements

Getting Help¶

Support Resources¶

Internal Help Desk

Portal: https://helpdesk.optim.com
Email: internal-support@optim.com
Phone: (555) 123-HELP
Hours: 24/7 for critical issues