Web+Center Training

1. Web+Center Training Web+Center Support Staff Training Module Version 9.X (C) 2017 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.

2. Web+Center Training • Training Overview • Web+Center Product overview • Basic principles, concepts and procedures • Web+Center definitions • Customer+Center Application • Tech+Center Application • Tech+Mobile Application • Reservation+Center Application • Customer+Mobile Application

3. Web+Center Training • Training Overview • Business+Center Application • Operational Procedures • Web+Center Case fields • Creating a useful Help Database • Practice and training Exercises

4. Web+Center Training • What is Web+Center? • Web+Center is a suite of six 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 • Tech+Mobile – subset of Tech+Center functions for use with mobile devices (smart phones and tablets) • Reservation+Center – Reservation system for media devices, facilities and equipment. • Customer+Mobile – For customer self Help on mobile devices

5. Web+Center User Communities Technicians (Help Desk) Business Staff (Sales & CRM) Technicians (Mobile) Customers Enterprise Staff Web Server Admin Common Database

6. Web+Center Information Base Common Database Case Details Status Customer Contact Info Staff Contact Info Permit Level Group Assign Status Asset Details Status Calendar Events Case Number Status Knowledge Base Keywords Resolution text

7. Web+Center Training • Customer+Mobile is a web-based mobile app designed for the smart phone, tablets, and mobile devices for “Customers” or internal employees to self register, and submit and track their own support cases. Options include FAQ and keyword searches for articles

8. Web+Center Training • Customer+Center is a full screen browser portal with 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.

9. 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.

10. Web+Center Training • Tech+Mobile • Functional subset of Tech+Center • Specially designed interface for mobile devices using JqueryMobile UI. • Useful for mobile use with cell data/local wi-fi 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.

11. 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

12. 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.

13. Web+Center Training • Basic Principles • A support case can consist of: • Problem • Question • Recommendation • Request • Other

14. 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.

15. 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.

16. 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.

17. 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”.

18. 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.

19. 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

20. 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.

21. 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.

22. 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

23. 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

24. Web+Center Training • Customer+Center Search • Search for solutions based on categories • Search based on exact knowledge base keyword or phrases, codes, etc.

25. 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.

26. 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.

27. 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.

28. 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.

29. 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.

30. Web+Center Training • Tech+Center • Comprehensive application for techs to track, manage, dispatch support tickets, assets, customers and related knowledge base and scheduling information.

31. 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

32. 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

33. 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.

34. 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.

35. 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.

36. 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.

37. 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.

38. 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.

39. 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).

40. 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.

41. 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.

42. 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.

43. 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

44. 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)

45. 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.

46. 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.

47. 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.

48. 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

49. 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

50. 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.