Kalenn crm training document 2014

CRM Training Guide

Contents

Creating Case / Assigned Case

Assigning Cases

Field Descriptions

Validating information

Progressing a Case

Further Activities

Status monitoring (Explained status reasons)

Accelerating a developer issue – Priorities and Statuses

Closing Cases

Closing Within SLO

Adding Billable Time / Accurate Resolution

Real Time Closing

Three strike rule

Dashboard Creation ( removed this section )

List Module

Chart Module

Dashboards

Please refer to the new support Dashboard that has been shared with you called

“Tag Support v4 – Default Team Dashboard”

To make this your new “default dashboard” please refer to the “Dashboards Ribbon” and set this.

The following information has been provided to you standardised in your template.

Lists

Teams Unassigned Cases

My Open Activities

Team’s Unassigned – Resolved cases

Charts

Chart – My Active Cases Opened in the last 7 days

Chart – My Resolved Cases – SLO – Colour Coded

Creating a Case

All support cases are created by the Helpdesk Operators (HDO). If you receive a support request

directly, please pass the request to the relevant support service desk email for them to log.

Title: This is the label for your case; this

will change according to the metadata

template applied to the case

Account: This information will be

pulled with the “Contact” field

and will help populate the

relevant SLO’s and Available

Categories. Subject: *ALWAYS* use the dialogue

box to choose your category,

Tag: cmd V4

this will show a tree of categories

available to your business entity.

If you fail to follow this action your case will

not be counted

Contact: This will be the “e-mail/ full

name” of the user that has sent the

request; this information will help

automatically populate the case.

CREATING A CASE

The only necessary fields that you will need to fill are shown

above, and mentioned below.

1. Title – This is the label of your case.

2. Contact – This is whom the case is related to.

3. Subject – The specific category associated to the case.

4. Summary – The Case story, this will improve efficient case

resolutions as the story grows as the owners change, if a

case is re-opened all relevant information will stay attached


Assigning Cases

Field Descriptions


Functions Ribbon: This allows you to

save, assign, amend, and resolve cases.

All case functions are listed here.

Creating a Case


Assigning Cases

Field Descriptions


Assign: This will allow you to transfer

the “Ownership” of the case to

another Team or Team Member.

Summary:

This will contain the journey of the

case, so ensure you read all entries.

This field also allows for the upload

of supporting documents (5MB Limit)

Activities:

This will contain the trail of activities

that are associated to the case.

Emails , Phone Calls

Creating a Contact

You may need to create a new user profile, if the user that you are attempting to contact

isn’t currently a part of the contact database; this is labelled with a Red Cross

When creating a new user, you will know if a user doesn’t exist from the symbols mentioned

below.

Icon State Definition

This is a user account that already exists on the system

This is a user account that has multiple entries, so you need to choose

which profile specifically

This is a user account that isn’t currently a part of the database and

you will need to follow the below.

Creating a Contact

First name, Last name, E-mail

Parent Account

Are essential to creating a new

user profile, ensure the email

address is correct, as this is

where CRM will be sending the

email activity.

Save / Save & Close: *ALWAYS* remember to save your

current view/state to ensure the contact is added to the

database.

(Located in the top navigation)


Assigning Cases

Field Descriptions


Press "Create

New Case"

(Top Ribbon)

1

2

3

4

Progressing a Cases

Further Activities

In this section I will show you how to add further activities to your business case, sending an

email counts as an activity inside of CRM.

E-Mail

Phone call

Appointment

Task

Attaching to an activity

1. Firstly ensure that you have filled out all of the required

information related to complete the activity.

2. Press ‘Save’

3. The ‘Attach/Include’ button will now become available,

allowing you to upload and attach assets to your case/activity.

4. Press ‘Choose file’ and choose the asset to

upload.

5. Press ‘attach’ and the upload is complete.

Progressing a Case

Further Activities

Status monitoring

(Explained status

reasons)

Accelerating a developer

issue – Priorities and

Progressing a Case

Further Activities

Status monitoring

(Explained status

reasons)



Attaching Assets:

Emails , Phone Calls

Any activity can have attached assets,

ensure you have filled in all of the

required fields and saved the activity and

this will allow you to upload an

attachment of up to 5MB

This can be used to attach important

documents to any active case.

Repeat this process if

you wish to upload

more files

Sending an Email

1. Press the E-mail button from the ribbon.

2. The email window will pop up; ensure you are sending from the correct mail group,

and to the correct user.

3. You will now need to insert a template this will load the pre-set templates for

your account, and will remove the need to repeatedly write the same emails.

4. Regarding Object - choose the case that

links to the current email you are sending.

This will load your available templates.

5. Select your template and send your email,

the footer of your window will show the

status of your email journey.

Progressing a Case

Further Activities

Status monitoring

(Explained status

reasons)



Phone Calls:

Phone Calls should be logged; the

same as with emails, all cases

contribute to your account statistics.

Please Note all important information

logged in the calls as this may help the

next owner of the case when this is

assigned to them.

Logging a Task / Phone call

1. Press the Phone Call button from the ribbon.

2. The Phone call window will pop up, ensure your incoming/outgoing direction is

correct and log all information related to the call this will be attached to your case

activity.

3. To finalise when you have explained the main body of

the conversation, you will need to prioritize the call and

mention how long the duration was. In the billable time field

and duration radio box.

There is a “Due Date” field to help you keep track of the case

if needed.

Progressing a Case

Further Activities

Status monitoring

(Explained status

reasons)



Appointments:

Appointments can be used to link a

case to a JIRA Release sprint, if an issue

is raised you can link a case to the date

of a scheduled release to ensure

accurate tracking and progression.

This is easily forgotten

Due to the volume of cases we handle

&

the bi-weekly release schedule

Logging an Appointment

1. Press the Appointment button from the ribbon.

2. The Appointment window will pop up; accurately label what your appointment is

related to (Remember to mention any relevant JIRA Tickets).

3. To finalise when you have completed the title information, you can set the start and

end date for your case and you will be reminded by Outlook / CRM when the case is

ready to be monitored again by a calendar invite that can be shared globally with any

one.

Progressing a Case

Further Activities

Status monitoring

(Explained status

reasons)



Status Monitoring

Status Reason Definition

New This is the status all newly created cases start as.

Active This is the status of a case that has been created and now has associated activities

Review This is the status that a case takes when its awaiting a response from an external source

Confirmed This status is an indication that your activity has been responded to.

Handover This is the status a case should be in when you are awaiting developer progression

Pending This is the status used for a case, if you are waiting on a further action that is being dealt with

outside of your remit.

Resolved This is the status of a resolved and complete case.

CASE PRIORITIES

Priority Description Response

time Resolution

(Time to be Resolved)

1 – High Multiple users affected, major service outage or service degradation

or Password reset 30

Minutes 4 hours

2 – Medium A User Registration or single user unable to make full use of Tag:cmd 30

Minutes 24 hours

3 – Low Intermittent fault, User Registrations requiring approval 30

Minutes 120 hours

4 - Exception Client Contact information & bulk registrations 30

Minutes Date or time agreed

with customer

Progressing a Case

Further Activities

Status monitoring

(Explained status

reasons)



Accelerating a developer issue

Jira Number This field is used when you have a development ticket associated to a live CRM Case, only enter the numerical value as this is an interactive field that links to the ticket.

Resolving a Cases SLO timing

We are monitored on our case creation and completion, our objective is to resolve all cases within SLO these are timings that are agreed by your client and Tag within the customer contract.

This means that when you are completing tasks you look at the priorities assigned to cases and ensure you meet the response and case SLO.

Closing Cases

Closing Within SLO

Adding Billable Time /

Accurate Resolution

Real Time Closing

Example URL: http://jira.tagworldwide.com/browse/CMD-30877

What should be entered into the CRM Case?

The numbers at the end of the hyperlink

When outputted this will link directly to your CRM case.

Please only enter the case number

Progressing a Case

Further Activities

Status monitoring

(Explained status

reasons)



Case SLO Timing

We aim to meet the correct SLO for all

cases, this means resolving a case while in

Green or Amber Status. A case in

Red status has breached SLO.

Excluded Cases will conform to an

agreed deadline or timed instruction.

Example: Scheduled Ad-hoc Reporting

http://jira.tagworldwide.com/browse/CMD-30877

Resolution window / billable hours

When your case is complete, your last action will be to resolve it.

This is a button located on you main navigation ribbon (show here)

The Three Strike Rule

Tag is introducing the Three Strike Rule, to give us more control over cases in instances when there is a lack of response from the customer.

The Three Strike rule comes into effect if the customer is not responding to a case. You are permitted to chase the customer for this response 3 times, with a 24 hour interval between chases. If there is no response on the third attempt of chasing, then you are permitted to close the case, stating the reason as no response from the customer.

TIP- Set up a Dashboard view that shows you all Active Cases in the ‘Review’ status. These are the cases awaiting a customer response.

NOTE- The three strike rule must be postponed if you receive an Out Of Office email response from a customer.

What resolved this case?

This is a short excerpt of your task

How many minutes were spent resolving this case?

How much time you contributed to the case?

Closing Cases

Closing Within SLO

Adding Billable Time /

Accurate Resolution

Real Time Closing

Kalenn crm training document 2014

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