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

Linda KoestlerDirector of Technical Services

Fun fact!“What was the first use of the Punch Card?”.Used to gather information for the 1890 US Census

…”

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Way back machine

Kinetic Fulfillment

Technical Presentation

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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

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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

Kinetic Fulfillment

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Where it all begins Customer submits Request iPad service item

Kinetic Fulfillment

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Where it all begins iPad Request post submission processing begins

Kinetic Fulfillment

We will focus on the Procure Tablet fulfillment task

Agent Experience

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Fulfillment Console

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Fulfillment Console

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Complex, Rigid, Generic Applications

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Kinetic Fulfillment

Work Order Processes

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Tablet Request Workflow Process

Request a Tablet

Manager Approval

Purchase Tablet

Deliver Tablet

Complete Request

Get Email Address

Send Notification

Tablet Request

Assignment

Purchase Tablet Work Order

Complete

Complete SLA

Update Requester

Update CMDB

Continue Request

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Work Order Workflow Process

Complete SLA

Update Requester

Update CMDB

Purchase Tablet Work Order

Create CompleteAssignment

Acknowledge

Status

Due Date

Update SLA

Update SLA

Email Assignee

Continue Request

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Reusability and Sharing

Complete

Assignment

Status Change

Complete

Acknowledge

Processes/Sub TreesWork OrderRequest

Tablet Request

Purchase Tablet

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Task Sub Trees Use them for reusable processes

SLA calculation and notification Notifications for technicians Assignment processes Spawn additional sub processes or Work Orders

Reusability and Sharing

Work Order Service Item

Configuration

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Built on Kinetic Request

Kinetic Request

Bundle

Bundle Packages

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Bundle code structuresExample of code structure within Bundle/Theme \kinetic\themes\your_theme_name

A look inside the fulfillment package

Kinetic Fulfillment

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Work Orders

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Work Information▪ Share information and attachments ▪ Public or Private▪ Multiple entries per Work Order

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

Kinetic Fulfillment

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Kinetic Fulfillment

Standard Specialized

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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

Kinetic Fulfillment

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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.

Kinetic Fulfillment

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Standard Work Order vs. Specialized Use Procure Tablet is a specialized Work Order Deliver Tablet is a standard Work Order

Kinetic Fulfillment

Name of Work Order

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Kinetic Fulfillment

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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.

Kinetic Fulfillment

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Plug for Kinetic Info Can provide KPI for Fulfillment and SLA statistics

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Plug for Kinetic Info Easy to read charts can

Provide quick view to SLA statistics Help queue managers make task assignments Forecast staffing requirements

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Kinetic Fulfillment

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ContactContact InformationLinda Koestler651-556-0933linda.koestler@kineticdata.comcommunity.kineticdata.com