Web Center Training

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WebCenter Training

• WebCenter
• Support Staff Training Module
• (C) 2002 Internet Software Sciences
• www.inet-sciences.com
• Please use this training guide along with the
  WebCenter Users Guide
• This document can be copied and duplicated
• for WebCenter training purposes only.

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WebCenter Training

• Training Overview
• WebCenter Product overview
• Basic principles, concepts and procedures
• WebCenter definitions
• CustomerCenter Application
• TechCenter Application

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WebCenter Training

• Training Overview
• BusinessCenter Application
• Operational Procedures
• WebCenter Case fields
• Creating a useful Help Database
• Practice and training Exercises

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WebCenter Training

• What is WebCenter?
• WebCenter is a suite of three web-based
  applications that provide Customer Support, Help
  Desk, and Sales CRM functionality.
• CustomerCenter for Customer Support
• TechCenter for Help Desk Functionality
• BusinessCenter for Sales/CRM

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WebCenter Training

• CustomerCenter is a 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.

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WebCenter Training

• TechCenter is a comprehensive web application
  for support staff to create, update, and track
  and manage support cases for any customer.
  TechCenter is a flexible tool that can be
  configured to best model your support processes
  and organizational support model.

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WebCenter Training

• Basic Principles
• A support case can consist of
• Problem
• Question
• Recommendation
• Request
• Other

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WebCenter Training

• Basic Principles Continued
• Each support case is tied to a Customer
• Cases 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.

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WebCenter 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 group for
  dispatching.
• Case is dispatched to a group and or individual
  tech to solve or handle
• Case is solved or passed to other groups or tech
  as necessary.

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WebCenter 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.

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WebCenter Training

• WebCenter Definitions
• Customers - The group of persons that primarily
  reporting 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.

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WebCenter Training

• WebCenter 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.

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WebCenter Training

• WebCenter 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

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WebCenter Training

• WebCenter Definitions
• Tech ID - Each Tech is assigned a unique Tech-ID
  for logging into the TechCenter 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 Groups. This group
  allows for efficient and flexible case assignment
  and tracking processes.

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WebCenter Training

• WebCenter 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.

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WebCenter Training

• CustomerCenter

• Search Help Database created from cases solved
  by techs
• Review a list of FAQs
• Self Registration
• Login as pre-registered user
• Find their lost Username and password

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WebCenter Training

• CustomerCenter Search
• Search for solutions based on categories
• Search based on exact keyword or phrases, codes,
  etc.

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WebCenter Training

• CustomerCenter 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 link
  to this page on the default.htm page in the
  customercenter directory.

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WebCenter Training

• CustomerCenter Registered User Login
• Previous registered Customers can login and
  create new cases or update existing cases that
  they have created that are still opened.

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WebCenter Training

• CustomerCenter Lost Username And Password
• Users can get their lost Username and Password
  CustomerCenter Login information in a secure
  method by receiving an email with the login
  information.

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WebCenter Training

• CustomerCenter Restrictions
• Customers can only view and update cases they
  have created.
• Customers can only update open cases and can not
  set case status info.

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WebCenter Training

• TechCenter
• Comprehensive application for techs to track and
  manage support cases.
• Frame based web application
• Special TechID and password required.

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WebCenter Training

• TechCenter
• The 3 frame windows include
• Control Panel - options depend on user security
  level
• Open Cases auto-refreshing Window
• User Window

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WebCenter Training

• TechCenter
• Each tech is assigned one of the 5 Tech User
  levels
• Configurator
• Administrator
• Dispatcher
• Tech Read/Write
• Tech Read Only

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WebCenter Training

• TechCenter 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

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WebCenter Training

• TechCenter 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.

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WebCenter Training

• TechCenter 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.

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WebCenter Training

• TechCenter 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 cases for users.
• Opened, closed or all cases can be found with Get
  Case function.

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WebCenter Training

• TechCenter 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 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.

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WebCenter Training

• TechCenter 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
  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.

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WebCenter Training

• TechCenter 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.

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WebCenter Training

• TechCenter Operations - Dispatcher Page
• Pressing the Dispatcher 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).

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WebCenter Training

• TechCenter 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.

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WebCenter Training

• TechCenter 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.

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WebCenter Training

• TechCenter 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.

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WebCenter Training

• TechCenter Operations - Administration
• Additional System Configurations Options
  available to configurator level tech users
• TechCenter User page and custom email messages
  settings
• Create, update, delete tech staff accounts
• Create, rename, configure and delete support
  Groups
• Configure knowledge base options

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WebCenter Training

• TechCenter 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)

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WebCenter Training

• WebCenter Operational Procedures
• To use the WebCenter 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 WebCenter
  interface instead of emails. Information will be
  lost in individual email accounts if important
  cases and information is exchanged in emails
  rather than WebCenter support tickets case
  history.

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WebCenter Training

• WebCenter 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.

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WebCenter Training

• WebCenter 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
  CustomerCenter or TechCenter.
• (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.

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WebCenter Training

• WebCenter Cases Fields
• Listed are the support case fields
• One line summary - customer/tech viewedit
• Category choices - customer/tech viewedit
• Detailed Description and History - c/t viewedit
• Solved Case Summary-customer view only, tech
  viewedit
• Solved Case Resolution customer view only, tech
  viewedit
• Group Assignment - tech view and edit only

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WebCenter Training

• WebCenter Cases
• Case Fields continued
• Tech assignment - tech view and edit only
• Status (Open-waiting, open-pending, closed) -
  tech view and edit only
• Priority (1highest, 0 not assigned) - tech
  view and edit only
• Duplicate Case Number (optional) - tech view and
  edit only
• Asset Number (optional) customer/tech viewedit
• Customer - set only at case creation by customer
  or tech

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WebCenter Training

• WebCenter 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.

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WebCenter Training

• BusinessCenter Overview
• The BusinessCenter 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 CustomerCenter and
  TechCenter)
• To access the BusinessCenter requires a Tech
  account and must be counted in the required
  licensed number of techs.

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WebCenter Training

• BusinessCenter Operation
• Log into the application with tech account
  configured with the TechCenter Administration.
• 3 Frame window consisting of
• Button Panel
• Assigned Customer List
• User Screen
• BusinessCenter focuses on customer information,
  assignments to contact reps and email options to
  notify customers.

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WebCenter Training

• BusinessCenter 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

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WebCenter Training

• BusinessCenter 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.

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WebCenter Training

• BusinessCenter 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 BusinessCenter provides individual
  mailing to each user, personalized emails (Dear
  John Doe..), and email list removal options
  through a web interface.

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WebCenter Training

• BusinessCenter 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
  TechCenter

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WebCenter Training

• BusinessCenter Operations
• TechCenter Button To directly access the
  TechCenter application from the BusinessCenter
  application, click on the TechCenter button.
• Administration Configuration options for
  BusinessCenter including
• Adding up to 10 custom Contact information field.
• Edit the BusinessCenter White board (Default
  user screen for BusinessCenter)

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WebCenter Training

• BusinessCenter Operations
• Custom Button If you want to add your own
  custom business process applications to the
  WebCenter 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.

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WebCenter Training

• BusinessCenter Operations
• Staff Info This page shows a list of your
  TechCenter and BusinessCenter 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.

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WebCenter Training

• BusinessCenter Operations
• My Info To quickly update your own
  Tech/BusinessCenter 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
  BusinessCenter application.

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WebCenter Training

• Creating a useful Help Database
• WebCenter 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.

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WebCenter 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.

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WebCenter 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.

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WebCenter 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.

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WebCenter Training

• Exercises - CustomerCenter
• First get familiar with the CustomerCenter
  application and how Customers will be
  registering and submitting cases.
• Surf to the CustomerCenter first page
• Perform a Help Database Search
• Self Register yourself
• Login and Submit a new case
• Exit CustomerCenter
• Log back into CustomerCenter and update case
• Find your lost CustomerCenter login info.

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WebCenter Training

• Exercises - TechCenter
• Acquire your TechCenter TechID and password to
  log into the system from your administrator.
• Access the TechCenter first page and log into
  the system.
• Create a new customer account
• Find your previously registered customer account
  created with CustomerCenter 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.

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WebCenter Training

• Exercises - TechCenter
• 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.

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WebCenter Training

• Exercises - TechCenter
• 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.

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WebCenter Training

• Exercises - TechCenter
• 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.