Post on 24-Feb-2016
description
transcript
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
…”
3
Way back machine
Kinetic Fulfillment
Technical Presentation
5
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
6
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
7
Where it all begins Customer submits Request iPad service item
Kinetic Fulfillment
8
Where it all begins iPad Request post submission processing begins
Kinetic Fulfillment
We will focus on the Procure Tablet fulfillment task
Agent Experience
10
Fulfillment Console
11
Fulfillment Console
12
Complex, Rigid, Generic Applications
13
Kinetic Fulfillment
Work Order Processes
15
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
16
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
17
Reusability and Sharing
Complete
Assignment
Status Change
Complete
Acknowledge
Processes/Sub TreesWork OrderRequest
Tablet Request
Purchase Tablet
18
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
20
Built on Kinetic Request
Kinetic Request
Bundle
Bundle Packages
21
Bundle code structuresExample of code structure within Bundle/Theme \kinetic\themes\your_theme_name
A look inside the fulfillment package
Kinetic Fulfillment
22
Work Orders
23
Work Information▪ Share information and attachments ▪ Public or Private▪ Multiple entries per Work Order
24
Configuring the Fulfillment Application \kinetic\themes\air_fulfillment_development\packages\fulfillment\config\config.jsp
Kinetic Fulfillment
25
Kinetic Fulfillment
Standard Specialized
26
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
27
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
28
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
29
Kinetic Fulfillment
30
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
31
Plug for Kinetic Info Can provide KPI for Fulfillment and SLA statistics
32
Plug for Kinetic Info Easy to read charts can
Provide quick view to SLA statistics Help queue managers make task assignments Forecast staffing requirements
33
Kinetic Fulfillment
34
ContactContact InformationLinda Koestler651-556-0933linda.koestler@kineticdata.comcommunity.kineticdata.com