Go to Slide Master View to edit Footer 1

Introduction to the Online Help Desk

Unit Liaison Meeting

June 19, 2009

Go to Slide Master View to edit Footer 2

Agenda

What is the Online Help Desk

Impact on your customer support experience

A look at the application

Resources

Go to Slide Master View to edit Footer 3

A New Support Option

Phone

Email

~NEW~

Web Interface

Go to Slide Master View to edit Footer 4

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 ~

Go to Slide Master View to edit Footer 5

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

Go to Slide Master View to edit Footer 6

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

Go to Slide Master View to edit Footer 7

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

Go to Slide Master View to edit Footer 8

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/

Go to Slide Master View to edit Footer 9

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

Go to Slide Master View to edit Footer 10

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

Go to Slide Master View to edit Footer 11

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

Go to Slide Master View to edit Footer 12

Need Information About Using The Online Help Desk?

The Launch Page

• Job aids

• Getting Started Guide

• Walk through simulations

MAIS Help Desk (734-936-7000) can answer questions regarding the use of the Online Help Desk