Soldier Quick Start Training Customer Relationship Management (CRM) Creating and Tracking Helpdesk Cases
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1 2 Soldier Quick Start Training Customer Relationship Management (CRM) General Instructions This Step-by-step Instruction explains the process for creating and tracking your Customer Relationship Management (CRM) Helpdesk case. Step-by-step Instructions are provided for the tasks listed below. Select the task to go directly to it. To return to this page, select the arrow. Creating a CRM Case Tracking Your CRM Case Customer Satisfaction Feedback Survey You will need the following: Internet access User name and password for GoArmyEd Prerequisite: You should have completed the Soldier Quick Start Training. Version 10, Last revised: 13 Nov 2013 Green underlined text designates new information or changes Page 1 of 21
2 Business Policies Create a separate CRM case for each concern or question. Be sure to include a complete and detailed description of the issue in the Description field. If the information is not adequate, the CRM case will be returned to you for additional information and may result in delays. A new CRM case can be created in the following ways: o From your homepage select the Need Assistance link under the Helpdesk Cases section of your home page to create a new Helpdesk case o Call the helpdesk at (from CONUS locations). Toll-free numbers for OCONUS locations also are available and posted to GoArmyEd on the Helpdesk page. Depending on the case type you select, you may be prompted to answer additional questions or provide information. If applicable, a reference document, tip or an instructional video icon may be available. Please view each resource to verify if an answer is available to address your question or issue. If your question or issue is addressed in the available resource, you do not need to create a case. When your case is resolved, you will receive an automated informing you of the resolution. The includes a link to the customer satisfaction feedback survey. GoArmyEd takes quality of service very seriously, and encourages your candid feedback. Version 10, Last revised 13 Nov 2013 Green underlined text designates new information or changes Page 2 of 21
3 Step-by-step Instructions for Creating a CRM Case Use the following steps to create a helpdesk case and make any necessary updates. Note: Screen images in this document might vary slightly from the current GoArmyEd view. 1. Log in to GoArmyEd at with your user name and password. 2. Your GoArmyEd homepage appears. 3. You can create a CRM case in one of two ways: a. Select Helpdesk at the top of the homepage. or. b. Select the Need Assistance? link in the Helpdesk Cases section. The Helpdesk page appears, select the Create Helpdesk Case link. Version 10, Last revised 13 Nov 2013 Green underlined text designates new information or changes Page 3 of 21
4 Step-by-step Instructions for Creating a CRM Case Note: When you select Helpdesk at the top of your homepage, the helpdesk page includes a link to the page listing OCONUS Helpdesk phone numbers and to Soldier s Reference Documents to view Step-by-step Instructions and videos for processes and procedures performed in GoArmyEd that may provide the answer you are seeking. 4. The Create New Case page appears. You must complete all fields marked with an asterisk. Note: Select the Reference Documents link to view Step-by-step Instructions and videos for processes and procedures performed in GoArmyEd that may provide the answer you are seeking. Version 10, Last revised 13 Nov 2013 Green underlined text designates new information or changes Page 4 of 21
5 Step-by-step Instructions for Creating a CRM Case If you are located outside the continental USA (OCONUS), select the Yes radio button as the answer to the OCONUS question. Select the drop-down arrow and select either Phone or in the Preferred Method of Contact field. If you are located in the continental USA (CONUS), select the No radio button as the answer to the OCONUS question. 5. Select the relevant case type from the drop-down list. Note: Case Types listed in this illustration are for demonstration only and are subject to change. Version 10, Last revised 13 Nov 2013 Green underlined text designates new information or changes Page 5 of 21
6 Step-by-step Instructions for Creating a CRM Case 6. Depending on the case type you select, you may be prompted to answer additional questions or provide information. A description for commonly used case types will be displayed as a guide. Select the reference document, tips or an instructional video icon if available. Please view each resource to verify if an answer is available to address your question or issue. If your question or issue is addressed in the available resource, you do not need to create a case. Version 10, Last revised 13 Nov 2013 Green underlined text designates new information or changes Page 6 of 21
7 Step-by-step Instructions for Creating a CRM Case For example, if you select Bill from School, the following appears. The following question is asked: You are prompted to select the applicable class from a list. If you select NO, you are prompted to provide class information. Select the Link to Search Schools to search for your home school. A separate window will open. Type in the name of your home school and select the Search link. Select the Add link located under the action section to add your home school to your case. In this example, the assistance requested is related to a bill from the school. Type a brief description in the Subject field. Version 10, Last revised 13 Nov 2013 Green underlined text designates new information or changes Page 7 of 21
8 Step-by-step Instructions for Creating a CRM Case 7. If additional documentation is necessary to support the CRM case, you can attach the documents by selecting the Browse button. Additional documentation may include such items as a commander s memorandum or notices mailed to you. Please ensure your document does not contain any Personally Identifiable Information (PII) such as social security number (SSN), date of birth, place of birth, mother s maiden name and medical records. Note: efile documents should not be attached to CRM cases; the document file size is limited to 4096KB. 8. Type a detailed description in the Description field. Provide all the information needed to resolve the CRM case, including the text for error messages, references to other CRM case numbers, and other details. 9. Select the Submit button to continue or select the Cancel button to abandon the case without saving it. 10. A new page appears with the CRM case number. Write down the CRM case number for reference so you can track actions taken. Select the Return to Helpdesk Cases link to return to your Helpdesk Cases page. Version 10, Last revised 13 Nov 2013 Green underlined text designates new information or changes Page 8 of 21
9 Step-by-step Instructions for Creating a CRM Case 11. The case is listed in the Current Cases Open section under the Helpdesk Case tab. Note: If you select the Helpdesk Cases tab from your Student Record page, you can create a helpdesk case by selecting the Create New Helpdesk Case button. 12. Select Home or GoArmyEd logo to return to your GoArmyEd homepage. OR 13. When the case is resolved, you will receive confirmation with the resolution and a link to the customer satisfaction feedback survey. Version 10, Last revised 13 Nov 2013 Green underlined text designates new information or changes Page 9 of 21
10 Step-by-step Instructions for Tracking Your CRM Case(s) Use the following steps to track CRM cases that you originated for yourself or were created on your behalf by another GoArmyEd user. You can access currently open or closed cases. Note: For open cases that you originated, you can close the case at any time. For cases that were created on your behalf by another GoArmyEd user, you can only review or submit action on the case. Note: Screen images in this document might vary slightly from the current GoArmyEd view. 1. Log in to GoArmyEd at with your user name and password. 2. Your GoArmyEd homepage appears. 3. Under the Helpdesk Cases section of your GoArmyEd homepage you can review open and closed cases. Version 10, Last revised 13 Nov 2013 Green underlined text designates new information or changes Page 10 of 21
11 Step-by-step Instructions for Tracking Your CRM Case(s) 4. Also, the Helpdesk Cases page in your Student Record displays the listings of open and closed CRM cases that you created for yourself or were created on your behalf by another GoArmyEd user. Cases marked with a red asterisk (*) have been returned to you for additional information. Note: For cases returned for more information, if no response is received after seven days, the case is automatically closed and you will be sent an notifying you of that action. Select the Add Notes link. Version 10, Last revised 13 Nov 2013 Green underlined text designates new information or changes Page 11 of 21
12 Step-by-step Instructions for Tracking Your CRM Case(s) 5. The returned case appears with a note requesting more information from you to ensure your case is handled correctly. 6. Provide any information that will assist in resolving your case in the Enter New Action section. 7. Select the Submit Actions Taken button. 8. The case will be returned to the person who requested the information with the information you added. Select the Return to Student Record link. Version 10, Last revised 13 Nov 2013 Green underlined text designates new information or changes Page 12 of 21
13 Step-by-step Instructions for Tracking Your CRM Case(s) 9. The Helpdesk Cases page appears. Select the plus sign to the left side of the case to view action that has been taken on other open CRM cases. Version 10, Last revised 13 Nov 2013 Green underlined text designates new information or changes Page 13 of 21
14 Step-by-step Instructions for Tracking Your CRM Case(s) 10. The case information appears. In this example, the original description and actions taken are displayed. Version 10, Last revised 13 Nov 2013 Green underlined text designates new information or changes Page 14 of 21
15 Step-by-step Instructions for Tracking Your CRM Case(s) 11. To add more details to your open case, select the Add Notes link. Note: Use the Close Case link only if you obtain information that resolves your concern or answers your question before it is addressed by the GoArmyEd service provider who is the current CRM case owner. To resolve and close the case, select the Close Case link. Version 10, Last revised 13 Nov 2013 Green underlined text designates new information or changes Page 15 of 21
16 Step-by-step Instructions for Tracking Your CRM Case(s) 12. A pop-up window appears asking if you are sure you want to close the case. Select the OK button to proceed and close the case. Select the Cancel button for the case to remain open. 13. When the Add Notes link is selected, the Review Case page appears for your review. Type a note in the Enter New Action field. 14. The information you type in the Enter New Action field is added as an action for the case. Version 10, Last revised 13 Nov 2013 Green underlined text designates new information or changes Page 16 of 21
17 Step-by-step Instructions for Tracking Your CRM Case(s) 15. Select the Submit Actions Taken button. The CRM case owner will review the actions and consider your comments when determining the case resolution. Note: Do not add questions or comments to a closed case. The GoArmyEd Student Support team will not receive those questions. Any notes you add to a closed case must be only for your reference. 16. After adding notes to an open case, select the Return to Student Record link to view other open and closed cases. 17. The Helpdesk Cases page appears. The created case is listed in the Current Cases Open section under the Helpdesk Case tab. Version 10, Last revised 13 Nov 2013 Green underlined text designates new information or changes Page 17 of 21
18 Step-by-step Instructions for Tracking Your CRM Case(s) 18. Select Home or the GoArmyEd logo to return to your GoArmyEd homepage. OR 19. When the case is resolved, you will receive an confirmation with the resolution, and a link to the customer satisfaction feedback survey. Step-by-step Instructions - Customer Satisfaction Feedback Survey Use the following steps to submit a customer satisfaction feedback survey for any closed CRM cases. Customer satisfaction and quality service are critical to GoArmyEd s success. We encourage you to submit candid feedback for each closed CRM case. Note: Screen images in this document may vary slightly from the current GoArmyEd view. 1. Log in to GoArmyEd at with your user name and password. 2. Your GoArmyEd homepage appears. Version 10, Last revised 13 Nov 2013 Green underlined text designates new information or changes Page 18 of 21
19 Step-by-step Instructions - Customer Satisfaction Feedback Survey 3. The GoArmyEd Survey can be accessed two ways. Select the drop-down arrow in the Display Cases field and select Closed option. OR Select the Evaluate Recent CRM Customer Service link located in the Helpdesk Cases section. Your Student Record will appear. Next, select the Helpdesk Cases tab to view closed cases. Select the feedback icon next to a case to complete a Survey for the case to rate the level of service provided to resolve your case. 4. If you select the drop-down arrow in the Display Cases field and select the Closed option, any closed cases appear. Select the feedback image in the Case Survey column to provide customer satisfaction feedback survey. Version 10, Last revised 13 Nov 2013 Green underlined text designates new information or changes Page 19 of 21
20 Step-by-step Instructions - Customer Satisfaction Feedback Survey 5. The customer satisfaction feedback survey appears. Provide a valid rating and candid comments concerning the level of service provided to resolve your case. 6. Select the Submit Survey button to submit your feedback survey for the closed CRM case. 7. A message appears stating feedback was successfully submitted. Select the Close Window button. Only one customer satisfaction feedback survey can be submitted per closed case. 8. Select Home or the GoArmyEd logo to return to your GoArmyEd homepage. OR Version 10, Last revised 13 Nov 2013 Green underlined text designates new information or changes Page 20 of 21
21 Key Points to Remember Create a separate CRM case for each concern or question. Be sure to include a complete and detailed description of the issue in the Description field. If the information is not adequate, the CRM case will be returned to you for additional information and may result in delays. For cases returned for more information, if no response is received after seven days, the case is automatically closed and you will be sent an notifying you of that action. To see all closed cases, select the Closed option from the drop-down list located under the Helpdesk Cases tab of your Student Record page. If you are currently stationed outside the continental United States (OCONUS), select the List of Toll-Free Numbers Outside of Continental United States link for a list of overseas numbers and to learn more about how to call the 24/7 helpdesk. Use the Close Case link only if you obtain information that resolves your concern or answers your question before it is addressed by the GoArmyEd service provider who is the current CRM case owner. Do not add new information or questions to a closed CRM case. The GoArmyEd Support team does not receive the new information or questions that are added to a closed case. Any notes added to closed CRM cases should be for reference only. GoArmyEd takes quality of service very seriously. Each closed-case includes a link to the customer satisfaction feedback survey. The feedback is reviewed by GoArmyEd management, and is used to focus our training and improvement initiatives so we can serve you better. We encourage your candid feedback. Version 10, Last revised 13 Nov 2013 Green underlined text designates new information or changes Page 21 of 21
Soldier Quick Start Training Customer Relationship Management (CRM) Creating and Tracking Helpdesk Cases
2 Soldier Quick Start Training Customer Relationship Management (CRM) General Instructions This Step-by-step Instruction explains the process for creating and tracking your Helpdesk case. Step-by-step
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