Transcript Web+Center Training - Internet Software Sciences

Web+Center Training
Web+Center
Support Staff Training Module
Version 6.0
(C) 1997-2008 Internet Software Sciences
www.inet-sciences.com
Please use this training guide along with the Web+Center Users Guide
This document can be copied and duplicated
for Web+Center training purposes only.
Web+Center Training
 Training Overview
•
•
•
•
•
•
•
Web+Center Product overview
Basic principles, concepts and procedures
Web+Center definitions
Customer+Center Application
Tech+Center Application
Pocket+Center Application
Reservation+Center Application
Web+Center Training
 Training Overview
•
•
•
•
•
Business+Center Application
Operational Procedures
Web+Center Case fields
Creating a useful Help Database
Practice and training Exercises
Web+Center Training
 What is Web+Center?
– Web+Center is a suite of five web-based
applications that provide Customer Support, Help
Desk, and Sales CRM functionality.
•
•
•
•
Customer+Center for Customer Self Help
Tech+Center for Help Desk Functionality
Business+Center for Sales/CRM
Pocket+Center – subset of Tech+Center for use with
mobile Pocket PC’s and PDA’s
• Reservation+Center – Reservation system for media
devices, facilities and equipment.
Web+Center User Communities
Technicians
(Help Desk)
Business Staff
(Sales & CRM)
Technicians
(Mobile)
Enterprise Staff
Admin
Web Server
Common
Database
Customers
Web+Center Information Base
Common Database
Case
Staff
Contact Info
Permit Level
Group Assign
Status
Details
Status
Asset
Details
Status
Calendar
Events
Case Number
Status
Knowledge Base
Keywords
Resolution text
Customer
Contact Info
Web+Center Training
 Customer+Center is a set of simple
web applications for “Customers” or
internal employees to self register, and
submit and track their own support
cases. Customers can also have
options for a searchable knowledge
base and review a FAQ list.
Web+Center Training
 Tech+Center is a comprehensive web
application for support staff to create,
update, and track and manage support
cases for any customer. Tech+Center
is a flexible tool that can be configured
to best model your support processes
and organizational support model.
Web+Center Training
 Pocket+Center
• Functional subset of Tech+Center
• User-Interface adapted for use in Pocket PC’s
running a pocket-browser with web-application.
• Useful for mobile use (WI-FI, Bluetooth) where
techs visit problem sites or customer locations
• Common information base and object types
shared with Tech+Center
• Supports primary functions to do with
Customers, Cases, Assets, and
Calendaring/Scheduling
• Application is web-based and live with the
database.
Web+Center Training
 Business+Center
• Aimed at internal business users (Sales,
CRM, Management) and contact databases
• Common information base and object types
shared with Tech+Center
• Supports primary functions to do with
Customers and notes, Contact Mgmt,
Status Reporting, calendar and email
newsletter systems
• Built in mini accounting/invoicing system
Web+Center Training
 Reservation+Center
• This system allows equipment and facilities
to be reserved from a graphical catalog
• The system allows customers to make
reservations requests and administrator
(tech accounts) to approve and schedule
reservations for equipment, people,
facilities and media devices.
• Very flexible yet comprehensive reservation
system.
Web+Center Training
 Basic Principles
– A support case can consist of:
•
•
•
•
•
Problem
Question
Recommendation
Request
Other
Web+Center Training
 Basic Principles Continued
– Each support case is tied to a “Customer”
– A case can not be created unless it is tied
to a customer.
– Customer Database stores customer
information separately from the case
information allowing multiple support cases
to be submitted by a single customer.
Web+Center Training
 Typical Support Ticket Methodology
– Customer is registered in customer database.
– Support case is submitted directly by the
Customer or by Tech for that customer.
– Case is first placed into default support group for
dispatching.
– Case is dispatched to a support group and or
individual tech to solve
– Case is solved or passed to other groups or tech
as necessary.
Web+Center Training
 Typical Case Procedures (Continued)
– Some case information can be updated
directly by the customer updating the case
report. (such as: “I found the problem”)
– Case is solved or processed by support
staff with automatic email notifications sent
to the original customer.
– Case is marked as closed by support staff.
Web+Center Training
 Web+Center Definitions
– Customers - The group of persons that
primarily report support cases but are not
responsible for solving them.
– Techs (Tech Staff) The group of persons
that are responsible for solving the
support cases.
– Cases - Each support problem, question,
request, comment, is considered a “case”.
Web+Center Training
 Web+Center Definitions Continued
– Open Case - The status of case is
automatically set to Open when it is
created. There are several states of Open
Cases including (waiting for customer) and
others.
– Closed Case - When cases are solved
they are marked as closed by techs. Only
one closed case state is defined.
Web+Center Training
 Web+Center Definitions
– Email Notification - Automatic emails are
sent out to customers and techs when
cases are updated or assigned.
– Case Number - Each case is assigned a
unique case number for tracking purposes.
– Customer_ID - Each customer has a
unique ID created from LastName + “_” +
FirstName like: Smith_Mary
Web+Center Training
 Web+Center Definitions
– Tech ID - Each Tech is assigned a unique Tech-ID
for logging into the Tech+Center application and
for tech assignment of the case. Tech_IDs are
labeled css-XXXX.
– Groups - The organizational structure of support
techs can be modeled into support “Groups”. This
grouping allows for efficient and flexible case
assignment and tracking processes.
Web+Center Training
 Web+Center Definitions
– Dispatcher - Individual or group responsible for
evaluating and assigning and dispatching support
cases.
– Assets - Computer asset information and other
related equipment and configurations can be
stored in the asset database. Case reports are
tied to customers and optionally to specific assets
in the asset database. Assets can also be
assigned to customers.
Web+Center Training
 Web+Center Definitions
– Calendar – can belong to an individual or
a group, contains calendar events
– Event - Can be one of any pre-defined
types. Has coordinator, duration, status,
attendees, relevant case number and/or
customer id, notes, and similar information
Web+Center Training
 Customer+Center
• Search Help Database/Knowledge Base created
from cases solved by techs
• Review a list of FAQs
• Self Registration
• Create new case
• Login as pre-registered user
• Find their lost Username and password
Web+Center Training
 Customer+Center Search
– Search for solutions based on categories
– Search based on exact knowledge base
keyword or phrases, codes, etc.
Web+Center Training
 Customer+Center New User
• Customers can self register providing name,
address, phone, email, preferred contact
notes and login ID and password for future
access. This option can be disabled if you do
not want customers to self register by
removing the HTML code and link to this page
on the default.htm page in the customercenter
directory.
Web+Center Training
 Customer+Center Registered User
Login
• Previous registered Customers can login and
create new cases or update existing cases
that they have created that are still opened.
Web+Center Training
 Customer+Center Lost Username
And Password
• Users can get their lost Username and
Password Customer+Center Login
information in a secure method by receiving
an email with the login information.
Web+Center Training
 Customer+Center Restrictions
• Customers can only view and update cases
they have created.
• Customers can only update open cases
and can not set case status info.
Web+Center Training
 Tech+Center
• Comprehensive application for techs
to track and manage support cases.
• Frame based web application
• Special Tech account and password
required.
Web+Center Training
 Tech+Center
– The 3 frame windows include:
• Control Panel – button options
depend on user security level
• Open Cases auto-refreshing
Window
• User Window
Web+Center Training
 Tech+Center
– Each tech is assigned one of the
5 Tech User levels:
•
•
•
•
•
Configurator
Administrator
Dispatcher
Tech Read/Write
Tech Read Only
Web+Center Training
 Tech+Center Security Model
– Configurator - Access to all functions
including system configurations options
– Administrator - Access to Administrator
functions (creating groups, techs,
deleting caes, customers) and
dispatcher options
– Dispatcher - Access to dispatcher page
and reports
Web+Center Training
 Tech+Center Security Model
– Tech Read/Write - This tech account can
create and update customer and case
information. Dispatcher panel or report panel
not available and no administrative options.
– Tech Read Only - This tech account can only
search and review customer and case records.
No updates or new cases. Useful for training or
demos.
Web+Center Training
 Tech+Center Operations - New
Customer
– Use the New Customer button to add new
customers to the customer database.
– Use the Get Customer button to find
existing customers in the customer
database by entering one or more fields or
partial fields.
– Only Administrators can delete customers.
Web+Center Training
 Tech+Center Operations - New/Get
Case
• New Cases can be created for a select
customer with the New Case button
• Finding existing cases by case number or
customer can be found by the Get Case button.
• Combinations of Get Customer and Get Case
can locate or create cases for users.
• Opened, closed or all cases can be found with
Get Case function.
Web+Center Training
 Tech+Center Operations - My Cases
• Cases assigned to the logged on tech can be
viewed, and sorted in the Open Cases window.
• Open Cases window display is automatically
refreshed with any new updates, typically every
2 minutes
• Cases can be sorted by Case Number, priority,
open date, modified date and assigned tech.
• Clicking on case number link will take user to
full case record form for review and updates.
Web+Center Training
 Tech+Center Operations - Other Cases
• Cases assigned to the selected group or other
tech can be viewed, and sorted in the Open
Cases window.
• Open Cases for group or other techs is
automatically refreshed to check for new cases
typically every 2 minutes
• Cases can be sorted by case number, priority,
open date, modified date and assigned tech.
• Cases scheduled can also be used with links at
the bottom of the Other Cases page.
Web+Center Training
 Tech+Center Operations - Search
Engine
• Comprehensive case searches and reports can
be performed using the Search Engine page.
• Techs can search entire case database for
matching text, categories, case dates, status,
individual and group assignments, customers
and other fields.
• Can create reports without knowing any
Database query language.
Web+Center Training
 Tech+Center Operations - Status Page
• Pressing the Status button shows which techs
are currently “busy” or “available”
• Techs can toggle with busy/available status by
pressing the Busy/Available button at the
bottom of their option panel.
• This feature is auto-refreshing every 2 minutes
to show current support resources.
• This feature can be used to show tech
availability for any interval (immediate, in for
day, vacation, sick, etc).
Web+Center Training
 Tech+Center Operations - Reports
• Instant access to case support reports and
system wide statistics.
• Available for Dispatcher User levels and above.
• Reports can be customized or new reports
added by high level administrators and web
programmers when necessary.
• Special supervisor reports can show Time
Spent per Tech over a selected date range.
Web+Center Training
 Tech+Center Operations - Email Case
• Pressing the E-mail case button allows for
efficient emailing of case information to a
customer or an entered email address.
• Techs can select whether to send the whole
case history or just the finalized Problem
Summary and Problem Resolution fields.
Web+Center Training
 Tech+Center Operations -
Available/Busy
• Pressing the Available button will toggle the
system to record the tech as “Busy”.
• Press the Busy button will toggle the system to
record the tech as “Available”.
• This status can be viewed by the Dispatcher
screen to view support resources available at
any given moment.
Web+Center Training
 Tech+Center Operations -
Administration
• Additional System Configurations Options
available to “configurator” level tech users
• Tech+Center User page and custom email
messages settings
• Create, update, delete tech staff accounts
• Create, rename, configure and delete support
“Groups”
• Configure knowledge base options
Web+Center Training
 Tech+Center Operations -
Administration
• Re-assign all cases from one tech to another
• Administration functions available only to tech
with Administrative level and above
(Administrator and Configuration Levels)
Web+Center Training
 Web+Center Operational Procedures
• To use the Web+Center efficiently, we
recommend the following operational
recommendations. These are listed in order of
importance.
– (1) Work toward having customers submit and
update trouble tickets through the Web+Center
interface instead of emails. Information will be lost in
individual email accounts if important cases and
information is exchanged in emails rather than
Web+Center support tickets case history.
Web+Center Training
 Web+Center Operational Procedures
• (2) Create proper customer accounts for each case even
if the case is being entered by a tech. Do not use
generic customer accounts for multiple customers. No
email notification can then be used to inform actual user
of resolutions.
• (3) When appropriate, make sure techs complete the
Case Summary and Case Resolution case fields with
information that can be searched and used in a Help
database if this information would be helpful for other
customers.
Web+Center Training
 Web+Center Group Assignment
• Cases will always be assigned to a group. The group
assigned will be based on one of the two methods listed
below:
– (1) All cases are automatically assigned to the “Default
Group” when a case is created by Customer+Center or
Tech+Center.
– (2) Cases are assigned to a group based on a category
selection by the customer or tech.
• This default group can be one or more persons that is the
first level review of the case and then “dispatches” the
case to another group or optionally to a individual tech.
• All cases can be accessed by all techs and groups and
tech assignments can be changed by anybody.
Web+Center Training
 Web+Center Cases Fields
• Listed are the support case fields :
–
–
–
–
One line summary - customer/tech view+edit
Category choices - customer/tech view+edit
Detailed Description and History - c/t view+edit
Solved Case Summary-customer view only, tech
view+edit
– Solved Case Resolution customer view only, tech
view+edit
– Group Assignment - tech view and edit only
Web+Center Training
 Web+Center Cases
• Case Fields continued
– Tech assignment - tech view and edit only
– Status (Open-waiting, open-pending, closed) - tech
view and edit only
– Priority (1=highest, 0 = not assigned) - tech view
and edit only
– Duplicate Case Number (optional) - tech view and
edit only
– Asset Number (optional) customer/tech view+edit
– Customer - set only at case creation by customer or
tech
Web+Center Training
 Web+Center Cases
• Case Fields continued
– System internally stores Open/Modified date and
time
– Reference Number – Reference to external tracking
system – Tech View/Edit only
– Case Schedule Fields – Schedule Type, Interval,
Due date and time.
Web+Center Training
 Business+Center Overview
– The Business+Center is designed as a
contact management tool and is primarily
used to track, assign and log notes for
CUSTOMERS rather than support CASES
(as with Customer+Center and
Tech+Center)
– To access the Business+Center requires a
Tech account and must be counted in the
required licensed number of techs.
Web+Center Training
 Business+Center Operation
• Log into the application with tech account
configured with the Tech+Center
Administration.
• 3 Frame window consisting of:
– Button Panel
– Assigned Customer List
– User Screen
• Business+Center focuses on customer
information, assignments to contact reps and
email options to notify customers.
Web+Center Training
 Business+Center Operations
• New Contact – Add new contact/customer to
the customer database including notes and
user group assignments.
• Find Contact – Search for existing
contact/customers using various search fields.
Search fields can be only partially entered to
find all records with matching text up to that
point
Web+Center Training
 Business+Center Operations
• My Contacts – Press this button to display
contacts assigned to you in the top window
frame.
• Other Contacts – Press this button to display
contacts assigned to other contact reps in the
top window frame.
Web+Center Training
 Business+Center Operations
• Email Options –Options to send emails to
selected user groups. Options under Email
Options include:
–
–
–
–
Create an email and store it in the database
Edit an existing email message
Delete an existing email message
Send email message to selected user groups.
• Emailing from Business+Center provides
individual mailing to each user, personalized
emails (Dear John Doe..), and email list
removal options through a web interface.
Web+Center Training
 Business+Center Operations
• User Categories – Organize your contacts into
one or more selected User Categories.
Options include:
–
–
–
–
–
Creating User Categories
Modify existing User Categories
Delete User Categories
Merge User Category Lists
NOTE: This is the only place where you can add or
edit these lists although they are used in the
Tech+Center
Web+Center Training
 Business+Center Operations
• Tech+Center Button – To directly access the
Tech+Center application from the
Business+Center application, click on the
Tech+Center button.
• Administration – Configuration options for
Business+Center including:
– Adding up to 10 custom Contact information field.
– Edit the Business+Center White board (Default user
screen for Business+Center)
Web+Center Training
 Business+Center Operations
• Custom Button – If you want to add your own
“custom” business process applications to the
Web+Center suite, this button provides a link to
the custom.asp module where you can create
your own custom ASP code to handle specific
business requirements. Creating custom
applications requires database knowledge, and
ASP programming experience. The
Programmers Guide can provide some useful
information on how to get started.
Web+Center Training
 Business+Center Operations
• Staff Info – This page shows a list of your
Tech+Center and Business+Center users and
their availability. Options to export this list of
techs/contact reps and their information to an
outlook format with conversions to PDA is also
available.
Web+Center Training
 Business+Center Operations
• My Info– To quickly update your own
Tech/Business+Center account login and
notes, edit and submit any information on this
form.
• Available/Busy – One can toggle their
availability by clicking on the Available/Busy
button. Your availability will be displayed with
the Staff Info button.
• Logout – This will log you out of the
Business+Center application.
Web+Center Training
 Creating a useful Help Database
• Web+Center will automatically create a very
powerful “Help Database” or knowledge base
from your solved support cases.
• Each support case has two fields that can be
used for support staff to carefully re-define the
original problem (Problem Summary) and
Problem Solution (Problem Resolution).
• Only Techs can edit these fields. Customers
can search for words in this fields.
Web+Center Training
 Creating a useful Help Database-
Example
• Case comes in with common MAC iSleep
problem on new machines.
• Case is researched by Tech and solution is
found on how to fix this problem.
• Tech should carefully re-write the problem
description (error codes, configurations, etc)
into the Case Summary field.
• Exact instructions to fix the problem should be
placed into the Case Resolution field.
Web+Center Training
 Creating a useful Help Database-
Example
– Customers can now search Help Database for
“isleep” or exact error messages or codes and find
the solution without contacting support or submitting
a support case.
– Techs can also enter generic support problems and
solutions to help build a better Help Database.
– The Help Database is only as good as the
information that you put into it. Writing detailed
instructions once can be referenced many times for
solving similar problems.
Web+Center Training
 Creating a useful FAQ List
– One of the most useful yet simple features
of the software is the ability to create FAQ
lists. To add a Case that has a detailed
Case Summary and Resolution to the FAQ
list:
• Click on Reports and click the Edit Top Ten
Case List link.
• Enter the case number and press the Add to
Top 10 list. This case will appear in the
Customer FAQ list.
Web+Center Training
 Exercises - Customer+Center
• First get familiar with the Customer+Center
application and how “Customers” will be
registering and submitting cases.
–
–
–
–
–
–
–
Surf to the Customer+Center first page
Perform a Help Database Search
Self Register yourself
Login and Submit a new case
Exit Customer+Center
Log back into Customer+Center and update case
Find your lost Customer+Center login info.
Web+Center Training
 Exercises - Tech+Center
– Acquire your Tech+Center TechID and password to
log into the system from your administrator.
– Access the Tech+Center first page and log into the
system.
– Create a new customer account
– Find your previously registered customer account
created with Customer+Center with Get Customer.
– Create and submit a new case for that customer
Assign the case to you (Assigned Staff Member).
– Perform a few case searches using various criteria.
Web+Center Training
 Exercises - Tech+Center
• Wait about 2 minutes and it should appear in
your Open Cases Top Window automatically
– Click on the Case Number link in the left hand side
column of the open cases window.
– Add some additional information to the case, change
the severity and submit the case.
– Find the same case using the Get Cases Button
– Find the same case using the Search Engine
– Find the case using either method and then fill in
Case Summary, Case Resolution and close the
case.
Web+Center Training
 Exercises - Tech+Center
– Search Engine Training - Use the Search
engine to:
–
–
–
–
Find all cases open within the last 3 days
Find cases closed by a selected tech
Find all closed cases that match a particular keyword
Find all cases that are open with the highest priority
status
– Find cases that match the category and keyword
selection
– Find all open cases by a group
– Open up one of the return cases and update a field.
Web+Center Training
 Exercises - Tech+Center
– Obtain the open cases for a selected group
using the “Other Cases” button.
• Obtain the open cases for a selected tech using
the Other cases
• Re-sort one of the returned opened cases
window for groups.
• Obtain the cases for the default group.
• Using the E-mail case button, send someone a
case record.