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Refreshed SPS Knowledge Base

Refreshed SPS Knowledge Base. SPS Spotlight Series June 2014. Purpose. Purpose of this webinar is to educate and keep the SPS User Community abreast of the functionality and ongoing changes to the core capabilities of the SPS suite of software.

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Refreshed SPS Knowledge Base

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  1. Refreshed SPS Knowledge Base SPS Spotlight Series June 2014

  2. Purpose • Purpose of this webinar is to educate and keep the SPS User Community abreast of the functionality and ongoing changes to the core capabilities of the SPS suite of software. • We developed these learning modules which are geared toward product functionality, configuration, and maintenance for SPS users to sharpen their system administration skills and increase their overall product and system knowledge.

  3. Webinar Agenda • Purpose of Revising the SPS Knowledge Base • User Feedback on SPS Knowledge Base • Updates made to the SPS Knowledge Base • Tips on Navigating the SPS Knowledge Base • Questions

  4. Purpose of Revising the SPS Knowledge Base Leverage up to date capabilities Enhance website security Increase usability of the website Streamline and simplify user interface

  5. User Feedback on the SPS Knowledge Base Concerns surrounding the search functionality Ability to locate documents and downloads General navigation of the website Consistency across the website pages

  6. Updates made to the SPS Knowledge Base • Redesigned the search functionality to be more robust • Combined Advanced Search with Quick Search feature • Question mark icon (?) next to the search bar will give you tips on searching • Search bar allows direct input of specific KB article numbers • Reorganized FAQs, Call Records, Documentation and Downloads so specific documents/articles can be found more easily • Reorganized the Home page • New section added to the home page called ‘Did You Know’ • Provides various tips to navigate the website (These tips will expand over time to include SPS program information)

  7. Tips to Navigating the updated website • FAQs, Call Records, Documentation, the SPS Spotlight Series and Semy’s Corner can be found under ‘Solutions’ on the home page • Issue Status, Script Aid Security Codes, Submit an Issue, Authorized Caller Utility and Site Profile Utility can be found under ‘Authorized Callers’ on the home page • SPS Knowledge Base icon at top-left will bring you back to the home page

  8. Navigating the Website • Main Home Screen – initial landing page • Contains important information, announcements and pertinent program information • Main functions accessible from the Home page

  9. Navigating the Website • Announcements – Most recent displayed on the main home page • Retrieve the latest announcements in full – select “Read More” or “SPS Bulletins”

  10. Navigating the Website • SPS Info-Mail • Contains timely and pertinent SPS program information • Can be retrieved from the main Home page • Alternatively through SolutionsDocumentationSPS Info-Mail category

  11. Navigating the Website • FAQs (Frequently Asked Questions) – Various subjects and topics covered across the SPS Product Suite • Found under the top menu Solutions  FAQs • Filtering method to retrieve and narrow results

  12. Navigating the Website • FAQs (Frequently Asked Questions) – How to filter • Simply check the box of the desired product, product version, and functional areas to narrow results • The overall list of FAQs will constantly update to show matching results

  13. Navigating the Website • FAQs (Frequently Asked Questions) – How to view records • Simply click the “Answer” button to view the entire contents of the FAQ • The FAQ is displayed along with the filtered list of FAQ records from the previous page – simplifying navigation

  14. Navigating the Website • Call Records – Output from actual Service Requests submitted to the SPS Help Desk, along with issue resolution • Found under the top menu Solutions  Call Records • Filtering method to retrieve and narrow results

  15. Navigating the Website • Call Records – How to filter • Simply check the box of the desired product, product version, and functional areas to narrow results • The overall list of Call Records will constantly update to show matching results

  16. Navigating the Website • Call Records – How to view records • Simply click the “Resolution” button to view the entire contents of the Call Record • The Call Record is displayed along with the filtered list of Call Records from the previous page – simplifying navigation

  17. Navigating the Website • Documentation – Repository of documents on the Knowledge Base • Various types of records: Release Notes; Functional Papers; Summary of Changes; and Install Instructions

  18. Navigating the Website • Documentation – How to filter • Simply check the box of the desired type of document, i.e. Release Notes, to narrow results • The overall list of Documentation will constantly update to show matching results

  19. Navigating the Website • SPS Spotlight Series – Learning series geared to the SPS user community • Register for upcoming webinars • Review past webinars at your own pace • Retrieve Outreach Material containing valuable information

  20. Navigating the Website • SPS Spotlight Series – Webinar Library • Past webinars posted as downloadable slide decks or web-based audio guided presentations • Accessed from the Spotlight Series page under the Webinar Library tab – requires login

  21. Navigating the Website • Software Downloads – Houses all of the SPS Suite of software downloads • Restricted by a secured Knowledge Base login • Granted to Authorized Callers

  22. Navigating the Website • Software Downloads – Requires login • SPS software downloads restricted to Authorized Callers and tailored to profile and site configuration • Ability to filter based on product and category of download

  23. Navigating the Website • Downloads – How to retrieve downloads • Simply click link of the desired download view the entire contents of the download record • The download is displayed along with the filtered list of downloads from the previous page – simplifying navigation • Select “Download” to retrieve the actual download file

  24. Navigating the Website • Did You Know – quick tips and tricks • Primarily focused on the refreshed Knowledge Base website • Will expand over time to include additional information related to the SPS Software Suite • Visible from the main Knowledge Base page with the option to view all tips

  25. Navigating the Website • Did You Know – quick tips and tricks • From the main page you can select the arrow icon to navigate between each tip • Or select “See Them All” link to view all of the tips

  26. Searching the Knowledge Base • Search function has been redesigned to provide more accurate results • Simplified interface for ease of use • Ability to input search terms as well as unique Knowledge Base article numbers • Search function includes synonyms • Automatically identifies possible synonyms, examples are “CLIN” and “line item”; “fund” and “LOA” • Searching for one term will also identify similar matching phrases

  27. Searching the Knowledge Base • Search tips are available by selecting the question mark icon (?) adjacent to the search bar

  28. Searching the Knowledge Base • Search functions allows to you further narrow your search results • Accessible after executing an initial search • Simply select the type of record to narrow the results, i.e. FAQs, Call Records, etc. • You can conduct a Search Within the result set to narrow search hits

  29. Logging Into the Website • Majority of the website is open for general use • Specific areas require a login • Downloads • SPS Spotlight Series • Authorized Caller functions • SPS Knowledge Base profile • Logging into the website • Simply select the “Login” link from the top of the page • Input your SPS Knowledge Base profile credentials • To create a new profile • Simply select “Register” link from the top of the page • Fill out all required fields and create a profile • A confirmation e-mail will be sent – follow instructions

  30. Logging Into the Website

  31. Logging Into the Website • Maintaining your SPS Knowledge Base User profile • Requires initial creation of profile • Requires login • Select “My Profile” link from the top of the page • Make any necessary changes to your profile • Requires input of your current profile password • Save changes

  32. Authorized Caller Functions • Authorized Caller Functions – various tools and utilities which promote self-help • All functions require an SPS Knowledge Base profile with granted access • Requires login prior to accessing functions

  33. Authorized Caller Functions • Authorized Caller Functions – various tools and utilities which promote self-help • Issue Status – check the status of a Service Request open with the SPS Help Desk • Script-Aid Security Codes – online access to generate security codes for common Script-Aid scripts • Submit Issue – tool to submit an issue via the website to the SPS Help Desk • Authorized Caller Utility – tool which allows the submittal and review of Authorized Caller applications • Site Profile Utility – associated to the SPS Software Deployment

  34. Contacting the SPS Help Desk • Contact information available on the main Knowledge Base homepage • Contact methods: email, phone, and fax • Selecting the “Contact Us” will present additional information including Hours of Support and International phone numbers

  35. Contacting the SPS Help Desk • Additional option to submit an issue via the website through the Authorized Caller  Submit Issue menu • Requires login and granted access

  36. SPS Software Downloads • Please note due to recent updates to the SPS Knowledge Base the directions detailed within existing installer documentation will differ slightly • The SPS Software Downloads retain current naming conventions and direct links are unchanged • When navigating to downloads select the appropriate Product or Category checkbox to narrow the download files

  37. Questions?

  38. Question & Answer

  39. Question & Answer

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