go to slide master view to edit footer 1 introduction to the online help desk unit liaison meeting...
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Introduction to the Online Help Desk
Unit Liaison Meeting
June 19, 2009
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Agenda
What is the Online Help Desk
Impact on your customer support experience
A look at the application
Resources
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What is the Online Help Desk
Web interface that allows end users to submit and track issues and questions that need to be addressed by Support Staff
~ Same People. Same Great Service. New form of contact ~
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End User Input UL Focus Group was conducted last fall and
recommended pilot participants
Pilot Group represented all three campuses and provided valuable feedback on:
• Login screen clarification
• Restructure Summary Questions
• Customer service that resulted in “behind the scenes” changes
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Advantages Ability to submit a question or issue at your convenience
Real time details associated with your issue or question
• Status
• Assigned support staff
• Specific tracking number associated with your issue
Closed issues become a future resource
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What Does Not Change Commitment to Customer Service
Hours of support remain M-F 8am – 5pm
Ability to phone or e-mail the Help Desk continues to be available
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Getting Started
• Single launch page that includes support material
•Ability to create a “shortcut” on your desktop directly to Online Help Desk once you are comfortable using it
•Available from the “Help” link on the MAIS web site
•You will need to login even if you have already logged into Wolverine Access
•Login ID and Password is the same as Wolverine Access
http://www.mais.umich.edu/online_help_desk/
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The Main Screen
•Quickly view STATUS
•Look at ALL or just your OPEN issues
•Work Info is a place to type in follow-up questions or respond to inquiries from support staff.
•Use the VIEW button to open the record
•Sort your records by clicking in the column heading
•Broadcast offers future enhancement opportunities for us to share critical information
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Opening a New Issue
• Select the Summary that best fits your situation from the drop down menu
•Add additional details in the Notes field
•Select a value that represents how quickly you need this resolved
•If appropriate, select a Date Required
•Add Attachments of screen shots, reports or other documents that will help facilitate resolving the issue
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How is the Issue Worked The issue is “queued” for a support person to respond
If needed, your request is routed to appropriate support group for response
You are provided resolution information, which may be in the form of:
• Work Info entry in the record
• Phone call from support staff
• E-mail from Customer Support