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Lawson Template V.2 July 29, 2011 Case Management Product Training Guide March 29, 2011 Product v 4.4 Copyright © 2010 Enwisen, Inc. All rights reserved.

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Presentation on theme: "Lawson Template V.2 July 29, 2011 Case Management Product Training Guide March 29, 2011 Product v 4.4 Copyright © 2010 Enwisen, Inc. All rights reserved."— Presentation transcript:

1 Lawson Template V.2 July 29, 2011 Case Management Product Training Guide March 29, 2011 Product v 4.4 Copyright © 2010 Enwisen, Inc. All rights reserved.

2 Lawson Template V.2 July 29, 2011 Case Management Features Overview Case Management Users Case Management Dashboards (Admin & CSR) Employee Lookup (Population Directory) Knowledgebase Integration (Emulation) Call Ticket Configuration Ticket Configuration QuickCases OnBehalfOf Transfers (Escalation) Knowledge Domains Attachments AskHR & AskHR for Managers Reports & Analytics Additional Configuration Options Notifications Archiving Survey

3 Lawson Template V.2 July 29, 2011 Enwisens Case Management Overview Web-based call tracking and case management solution Configurable call ticket to capture caller and issue information Dashboard providing CSRs a high-level view of items in the system including caller lookup table, inbox, active tickets and reminders. Workflow allowing tickets to be escalated to different CSRs Integrated with Knowledgebase, providing CSRs quick access to consistent and accurate information Detailed Standard and Custom Reporting Functions AskHR Employee & Manager Submitted Tickets Notifications Copyright © 2012 Enwisen, Inc. All rights reserved.

4 Lawson Template V.2 July 29, 2011 Call Center Users Employee (User) An employee profile or individual employee who will make calls or submit tickets to the call center. CSRs (Customer Service) A representative who addresses and tracks call center tickets. Customer Service Group (Service Group) A group of CSRs that serve a specific population or specific function i.e., Payroll or Benefits CSR Admin A call center worker who has administrative rights. This is typically the supervisor or Call Center Manager.

5 Lawson Template V.2 July 29, 2011 Case Management Dashboards Copyright © 2010 Enwisen, Inc. All rights reserved.

6 Lawson Template V.2 July 29, 2011 Admin Dashboard Snapshot Admin Dashboard Population Directory First Call Resolution

7 Lawson Template V.2 July 29, 2011 CSR Dashboard Snapshot Copyright © 2012 Enwisen, Inc. All rights reserved. First Call Resolution CSR Dashboard Population Directory

8 Lawson Template V.2 July 29, 2011 Dashboard Features Population Directory Search mechanism to look up an employee record First Call Resolution Gauge and percentage of calls resolved on first save of a ticket Telephony Interface Get caller from IVR Admin Dashboard Graphical overview of the call centers overall performance. Includes six graphical charts with drilldowns. Admin Dashboard is not customizable. CSR Dashboard Snapshot of current call system and status for a particular CSR. Includes four standard queues. CSR Dashboard is not customizable. Copyright © 2012 Enwisen, Inc. All rights reserved.

9 Lawson Template V.2 July 29, 2011 CSR Dashboard Configuration Service Group Option Since Service Groups are utilized, then the four quadrants will be: Service Group Cases Reminders My Open Cases Unassigned Cases Customization of the dashboard is not supported.

10 Lawson Template V.2 July 29, 2011 Employee Lookup (Population Directory) Employee data typically sent nightly to Enwisen via a data feed. CSRs look up callers via the Population Directory Possible lookup fields are: First Name Last Name User ID Table also includes employee data on: Population Number of tickets Employee Notes Additional fields cannot be added.

11 Lawson Template V.2 July 29, 2011 Employee Notes Notes pertaining to an employee may be manually added from the Administrator Console through the EE Notes Editor. These notes appear on all tickets for EE. Employees with notes are flagged in Population Directory. Notes not viewable by employee. Copyright © 2012 Enwisen, Inc. All rights reserved.

12 Lawson Template V.2 July 29, 2011 Call Ticket Configuration Copyright © 2010 Enwisen, Inc. All rights reserved.

13 Lawson Template V.2 July 29, 2011 Call Ticket Tabs The following ticket tabs appear for each employee: Open Cases – All currently open tickets/cases New Case – New ticket form, which includes case, events, and five tabs: Details, Transfer, Reminder, Attachment, & KB Links. All Cases – All open and closed tickets/cases Profile – The employees personal, contact and business information which is sent to Enwisen via data feed. The ten custom fields can be retitled in this screen. Knowledgebase –ability to view the KB as that CSR, or emulate the actual user (discussed later) Copyright © 2012 Enwisen, Inc. All rights reserved.

14 Lawson Template V.2 July 29, 2011 Knowledgebase Emulation Emulation is integrated with Enwisens Knowledgebase, allows a CSR to view and navigate the Knowledgebase in two ways: CSR view of KB based on CSR rights Employee view of the KB based on Employee rights (Emulation) Does not emulate employee Elections

15 Lawson Template V.2 July 29, 2011 Ticket Configuration (New Case) Standard Fields (not customizable) Employee Name (automatic) UserID (automatic) Assigned To (automatic) Quickcases (if applicable) Subject (required) Issue (required) Follow Up/Resolution History (automatic)

16 Lawson Template V.2 July 29, 2011 Quick Cases Ability to create a new ticket template or copy an existing template. Ticket is automatically filled with pre-defined fields. Subject, Issue Category, Subcategory, etc. Quick Ticket templates created by Administrators Best Practice: Create after implementation, based on common ticket types.

17 Lawson Template V.2 July 29, 2011 Ticket Configuration – Details Screen Standard Fields Category (required) Subcategory each category has its own list of subcategories Priority (High, Medium, Low) SLA Dates Contact Method Drop down to indicate how caller contact method (Phone, , Fax, AskHR) Contact Name Contact Relationship Dropdown used when calls received from an individual On Behalf Of the employee, such as spouse or child. Send Close to EE Show Case to EE Custom Drop Downs

18 Lawson Template V.2 July 29, 2011 Standard Operating Procedures URL Ability to link one document or URL to a particular category. Each category allows for one SOP. If not SOP for a given category, the SOP button does not appear. Places an SOP button on the ticket which links to the document/URL. SOPs created & assigned by Admin in SOPURL Editor.

19 Lawson Template V.2 July 29, 2011 SLAs (Service Level Agreements) Ability to set due dates for tickets. Two Options: SLAs by Category SLAs by Priority (High, Medium, Low) Minimum=1 business day & Maximum=7 business days Can be configured to allow CSRs to edit SLA dates. All can be edited or none can be edited. Does not allow for certain SLAs to be edited and others not. Does not allow for combining SLAs for Category and Priority. Does not set SLAs to the sub-category level.

20 Lawson Template V.2 July 29, 2011 Ticket Configuration – Transfer Tab Four standard fields Knowledge Domain Service Reps List of eligible service reps Service Groups In lieu of transferring a ticket to a particular CSR, tickets can be transferred to a group of CRSs, such as Payroll. Send to CSR

21 Lawson Template V.2 July 29, 2011 Knowledge Domains A filter based on specialty or area of expertise. Used to hide some tickets from non-qualified CSRs. Restricts access to certain tickets for certain CSRs, including originating CSR. Non-KD CSRs would see that there is a ticket, and the owner of the ticket, but cannot see the details of the ticket. Each Knowledge Domain is tied to a specific list of CSRs. Knowledge Domains can be associated with Categories. Required Domain = General, with all CSRs associated to it. Example: Sensitive employee relations tickets routed to CSRs who manage garnishment issues. Best Practices: Only utilize Knowledge Domains for Tier 3 tickets (having gone through Tier 1 CSR & Tier 2 ServiceRep or ServiceGroup escalation). Given the restriction of these tickets, limit the number and use of Knowledge Domains. Keep It Simple – focus on a 95% hit, not the 5% There are always anomalies to the standard process. Dont over-focus on accommodating the anomalies. It only complicates the process for your staff, creating a solution that may be less than user friendly.

22 Lawson Template V.2 July 29, 2011 Service Groups A Service Group is a group of specific CSRs. Examples: AskHR Service Group. This is the group of CSRs who would see the AskHR tickets in their inbox. Payroll Group: Tier 1 tickets can be transferred to this group of individuals who specialize in Payroll related tickets. Leaves Group: Tickets for CSRs that specialize in Leave Cases

23 Lawson Template V.2 July 29, 2011 Ticket Configuration - Reminders Ability for CSRs to set personal reminders to follow up on a ticket. Includes the following standard fields: Phone Date Note – can pre-populate with sent in data feed, and can be manually updated. However, updating the field on this screen will NOT update the employee profile data. Additional fields not allowable. Copyright © 2012 Enwisen, Inc. All rights reserved.

24 Lawson Template V.2 July 29, 2011 Attachments to Tickets Option 1 = Attach a file Ability to upload file from local system. Supports.txt,.eml,.doc,.gif,.jpg,.pdf, or.ppt File title can be renamed Document can be shown to the employee Option 2 = Insert a KB link If Enwisens AnswerSource Knowledgebase is utilized, links to content configured within the KB can be connected to a ticket by either the CSR or by the employee when submitting an AskHR ticket. Copyright © 2012 Enwisen, Inc. All rights reserved.

25 Lawson Template V.2 July 29, 2011 AskHR Employee & Manager Submitted Tickets Copyright © 2010 Enwisen, Inc. All rights reserved.

26 Lawson Template V.2 July 29, 2011 Employee Submitted Tickets (AskHR) Ability for employees to log tickets from within Enwisens solution. Employees can view both AskHR and non-AskHR tickets. AskHR link placed on KnowledgeBase home page. When clicking AskHR from within KnowledgeBase content, a link to that location is automatically included on the AskHR form. Employees can attach multiple files per ticket when submitting a ticket. If KnowledgeBase not purchased, AskHR available if SSO is established. Category / Subcategory are not required in AskHR Ticket Form. AskHR ticket form includes configurable instructions for the employee. Typically, this is text, but can include a link. Once an AskHR ticket is closed, Employee may reopen ticket once for follow-up or clarification.

27 Lawson Template V.2 July 29, 2011 Employee Submitted Tickets (AskHR) All AskHR tickets go into Unassigned Cases queue, associated with General Knowledge Domain, rather than pre-set category-to-knowledge domain alignment which is part of regular ticket submission. This avoids miss-assignment of tickets based on employee selected categories. A few things about the Unassigned Cases queue All AskHR tickets go into the one queue (service queue) Client can determine which CSRs have view to the service queue so tickets are appropriately routed to the appropriate CSRs Best practice is to allow all Tier 1 CSRs to manage Unassigned Cases queue, resulting in quicker turnaround times. Enwisen does not have a record locking function when working on tickets. So, if more than one CSR grabs an unassigned ticket, all activities by both CSRs are captured, and the last action stands. – hitting refresh button before selecting new case is recommended.

28 Lawson Template V.2 July 29, 2011 AskHR Snapshot List of all tickets for that employee Provides instructions to Employee Name, UserID, Case No: pre-populated New Ticket Form

29 Lawson Template V.2 July 29, 2011 AskHR for Managers Ability for managers to log tickets for a direct report from within Enwisens solution. AskHR for Managers link placed on KnowledgeBase home page. Includes standard AskHR attachment capabilities Attach links to KnowledgeBase pages within the ticket when submitting a ticket. Attach multiple files when submitting a ticket. If KnowledgeBase not purchased, AskHR for Managers available if SSO is established. Managers can view all submitted cases. Includes Direct Report lookup table. Includes KnowledgeBase Integration / Emulation. Population on AskHR for Managers tickets are tied to Manager population, not employee population.

30 Lawson Template V.2 July 29, 2011 AskHR for Managers Snapshots New Ticket Form Lookup table of direct reports Provides quick access to all submitted cases KB Integration / Emulation

31 Lawson Template V.2 July 29, 2011 Reports & Analytics Copyright © 2010 Enwisen, Inc. All rights reserved.

32 Lawson Template V.2 July 29, 2011 Reports & Analytics Following are Enwisens standard Reports. All reports have search, filtering and export capabilities. Each report can be filtered to determine whether Service Reps or only Service Admins can view the report. However, data within the reports is not filtered to the extent that a particular CSR only sees the data applicable to that user. Each report returns ALL data for that type of report, and that data can then be manually filtered and exported. Any changes to a standard report becomes a custom report. My Cases ReportUnassigned Cases Report My Service Group Cases ReportArchived Cases Report All Active Cases ReportAbout Cases Report Reminders ReportOnBehalfOf Cases Report Close Time ReportCases History Report Date Range ReportSLA Date Range Report Subcategories ReportSurvey Results

33 Lawson Template V.2 July 29, 2011 Reports & Analytics Snapshot Copyright © 2012 Enwisen, Inc. All rights reserved.

34 Lawson Template V.2 July 29, 2011 Additional Configuration Options Notifications Access Control Archiving Tickets Managing CSR Accounts Survey Copyright © 2010 Enwisen, Inc. All rights reserved.

35 Lawson Template V.2 July 29, Notifications Enwisen can auto generate s to both employees and Service Users, provided addresses are provided in nightly data sent to Enwisen. Enwisen does not send a report of missing data, such as s. Enwisen recommends a client-specific from address be provided, such as Six possible notifications included. Custom notifications not supported.

36 Lawson Template V.2 July 29, Notifications AskHR Ticket Submitted Sent to employee/submitter AskHR for Managers Ticket Submitted Sent to manager/submitter Ticket Closed Sent to employee for whom the ticket was closed Ticket Transferred to CSR Sent to the newly assigned Service Rep Notification of Transfer to new CSR Sent to the employee Ticket Reopened Sent to the employee

37 Lawson Template V.2 July 29, 2011 Archiving Tickets In order to keep system performance at its peak, Enwisen recommends that closed tickets older than a certain period of time be archived. Allows for de-cluttering of current ticket data. Archived tickets are hidden from: CSRs Employees Standard Reports CSR Admins have the ability to archive tickets. CSRAdmins must have special Level1 access set by Enwisen. Managed from All Cases Report. Tickets can be unarchived by an administrator at any time.

38 Lawson Template V.2 July 29, 2011 Automated Archiving

39 Lawson Template V.2 July 29, 2011 Survey Satisfaction Survey with Analytics & Report A new Satisfaction Survey tool can be configured to collect employee feedback regarding their experience with the Service Center. Configurable survey values are ranked to support packaged analytics which visually indicate performance ranges (Green - Good, Yellow - Satisfactory, Red - Poor) across Categories and CSRs. An administrative report for all feedback data is also available with export functionality.


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