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13.5 years at Kinetic Data Phone: 651-556-0933 Email: linda.koestler@kineticdata.com

Linda Koestler. Director of Technical Services. Fun fact! “What was the first use of the Punch Card?”. Used to gather information for the 1890 US Census … ”. 13.5 years at Kinetic Data Phone: 651-556-0933 Email: linda.koestler@kineticdata.com. Way back machine. Kinetic Fulfillment .

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13.5 years at Kinetic Data Phone: 651-556-0933 Email: linda.koestler@kineticdata.com

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  1. Linda Koestler Director of Technical Services Fun fact! “What was the first use of the Punch Card?”. Used to gather information for the 1890 US Census …” 13.5 years at Kinetic Data Phone: 651-556-0933 Email: linda.koestler@kineticdata.com

  2. Way back machine

  3. Kinetic Fulfillment Technical Presentation

  4. Kinetic Fulfillment • Creates and Manages Assignable Tasks • Assign to Group or Individual • Application Built on Kinetic Request • Implements your workflow processes • Utilizes the power and flexibility of Kinetic Task

  5. Kinetic Fulfillment Topics • Work Order Form – what is it and how is it used? • Work Order Processes • Task Trees • Sub Processes or Sub Trees • Child Processes • Fulfillment Console • Bundle Code Fundamentals • Application Demonstration • Questions and Answers

  6. Kinetic Fulfillment Where it all begins • Customer submits Request iPad service item

  7. Kinetic Fulfillment Where it all begins • iPad Request post submission processing begins We will focus on the Procure Tablet fulfillment task

  8. Agent Experience

  9. Fulfillment Console

  10. Fulfillment Console

  11. Complex, Rigid, Generic Applications

  12. Kinetic Fulfillment

  13. Work Order Processes

  14. Tablet Request Workflow Process Tablet Request Purchase Tablet Work Order Assignment Complete Request a Tablet Get Email Address Complete SLA Manager Approval Send Notification Update Requester Purchase Tablet Update CMDB Deliver Tablet Continue Request Complete Request

  15. Work Order Workflow Process Purchase Tablet Work Order Create Assignment Complete Update SLA Complete SLA Email Assignee Update Requester Status Update SLA Update CMDB Continue Request Due Date Acknowledge

  16. Reusability and Sharing Request Work Order Processes/Sub Trees Complete Assignment Tablet Request Purchase Tablet Status Change Acknowledge Complete

  17. Reusability and Sharing Task Sub Trees • Use them for reusable processes • SLA calculation and notification • Notifications for technicians • Assignment processes • Spawn additional sub processes or Work Orders

  18. Work Order Service Item Configuration

  19. Built on Kinetic Request Kinetic Request Bundle Bundle Packages

  20. Kinetic Fulfillment Bundle code structures • Example of code structure within Bundle/Theme • \kinetic\themes\your_theme_name • A look inside the fulfillment package

  21. Work Orders

  22. Work Information • Share information and attachments • Public or Private • Multiple entries per Work Order

  23. Kinetic Fulfillment Configuring the Fulfillment Application • \kinetic\themes\air_fulfillment_development\packages\fulfillment\config\config.jsp

  24. Kinetic Fulfillment Standard Specialized

  25. Kinetic Fulfillment Standard Work Order vs. Specialized Use • Utilize basic Work Order to serve most of your needs • Create specialized Work Order to capture process driven data • Capture data specific to a process • Pass that data downstream to other processes • May contain task trees with specialized processing • Done by building Work Order service items • Task tree configuration determines which Work Order is utilized

  26. Kinetic Fulfillment Specialized Use Work Order • Clone Standard Work Order • Add questions to the Complete Section • Gather information specific to the process • Task tree configuration controls when the specialized Work Order is used.

  27. Kinetic Fulfillment Standard Work Order vs. Specialized Use • Procure Tablet is a specialized Work Order • Deliver Tablet is a standard Work Order Name of Work Order

  28. Kinetic Fulfillment

  29. Kinetic Fulfillment Words of Wisdom • Start with process as it is today, automation can be done at a later phase • Use Work Orders to replace email, phone call and post it note fulfillment process • It’s OK to break up fulfillment processes in delivery phases. Start out simple and build up from there.

  30. Plug for Kinetic Info • Can provide KPI for Fulfillment and SLA statistics

  31. Plug for Kinetic Info • Easy to read charts can • Provide quick view to SLA statistics • Help queue managers make task assignments • Forecast staffing requirements

  32. Kinetic Fulfillment

  33. Contact • Contact Information • Linda Koestler • 651-556-0933 • linda.koestler@kineticdata.com • community.kineticdata.com

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