Customer Relationship Management (CRM) Creating and Tracking Your Cases

Transcription

1 General Instructions This step-by-step instruction document addresses the process for creating and tracking Customer Relationship Management (CRM) cases for yourself that are listed in your Support Summary page. For cases related to individual Soldiers, refer to the Step-by-Step Instructions Viewing a Soldier s Case. Step-by-step instructions are provided for the tasks listed below. A listing of the subcategories specifically used by schools also is provided as reference information. Select the name of the instruction or reference to go directly to it. To return to this page, select the arrow. Create a Case for Yourself Track Your Case(s) Submit Customer Satisfaction Feedback Survey Reference Information School Inquiry You will need the following: Internet access User name and password for GoArmyEd Prerequisite: You should have completed the Customer Relationship Management (CRM) training module. Business Policies School users are expected to use CRM to report and track concerns or questions related to GoArmyEd. 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. You can create a new CRM case in the following ways: o From your homepage using either the Helpdesk button or Create/Track Helpdesk Cases link o Call the helpdesk at Version 2, Last revised: 21 June 2010 Green underlined text designates new information or changes Page 1 of 19

2 Business Policies 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. You can view cases created on behalf of a Soldier from the Student Record Support Summary. Note: Refer to the Step-by-Step Instructions Viewing a Soldier s Case For CRM cases returned for more information, if no response is received after seven days, the case is closed automatically. An is sent to the user for whom the case was created. The following GoArmyEd Customer Service Principles (5Cs) are provided as guidelines for Counselors/Education Services Specialist (ESS) and all other GoArmyEd service providers to follow when creating and tracking CRM cases. o o o o o Consistent - We provide consistent service and follow standard operating procedures. Each case is documented so that the customer receives the same level of service regardless of who they talk to. Correct - All service providers will have access to training resources. Those resources will be used to correctly identify a customer's issues, assign the case correct category and subcategory, and either completely resolve or escalate the case. If you do not know the answer to a question, add notes to indicate that the case is being escalated, and let the customer know he or she they can track status of the case. Complete - All case documentation is complete with pertinent information allowing the customer and other service providers to completely understand the facts of a case and what was done or still needs to be done to resolve the case. Customer- Oriented - All written case actions are customer-focused instead of internally oriented (even though other service providers may also be an intended audience for the messages). All case documentation, action notes, and resolutions are addressed to the customer and provide information that the customer needs to understand the status and/or outcome of the case. Customers include Soldiers, Counselors/ESS, Schools, SOC, MBS, Program Mentors, and IBM. Collaborative - All tier levels support each other and encourage a collaborative environment that is focused on consistent and customer-oriented service. Version 2, Last revised: 21 June 2010 Green underlined text designates new information or changes Page 2 of 19

3 Step-by-Step Instructions - Create a Case for Yourself Use the following steps to create a CRM case that is related to an inquiry you originate on behalf of your school, not for CRM cases related to an individual Soldier. For CRM cases related to an individual Soldier s issue, refer to the Step-by-Step Instructions - Create a Case for a Soldier for directions. Note: Screen images in this document might vary slightly from the current GoArmyEd portal. 1. Log into GoArmyEd at with your username and password. 2. The GoArmyEd homepage displays. 3. You can create a CRM case in one of two ways: a. Select the Helpdesk button at the top of the homepage. OR b. Select the Create/Track Helpdesk Cases link in the Helpdesk section on the homepage. 4. For the purpose of this step-by-step instruction, select the Create/Track Helpdesk Cases link. Version 2, Last revised: 21 June 2010 Green underlined text designates new information or changes Page 3 of 19

4 Step-by-Step Instructions - Create a Case for Yourself 5. The Support Summary page displays a list of cases that either you created for yourself or were created on your behalf by another GoArmyEd user. Select the Create New Helpdesk Case button to create a new case. 6. The Create New Case page appears. Note: Items marked with an asterisk (*) are required. Version 2, Last revised: 21 June 2010 Green underlined text designates new information or changes Page 4 of 19

5 Step-by-Step Instructions - Create a Case for Yourself 7. It is not necessary for you to select the check box next to Please check if you cannot be contacted by . That field is only applicable to cases created on behalf of or by Soldiers who do not have access to Select the pull-down arrow from the Case Type field. 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. 9. Type a brief description in the Subject field. 10. If additional documentation is necessary to support the CRM case, you can attach the document(s) by selecting the Browse button. Additional documentation may include any reference to support the case. Note: efile documents should not be attached to CRM cases and the document file size is limited to 4096KB. Version 2, Last revised: 21 June 2010 Green underlined text designates new information or changes Page 5 of 19

6 Step-by-Step Instructions - Create a Case for Yourself 11. Type a detailed description in the Description field. Provide all the information that is needed to resolve the CRM case, including the text of error messages, references to other CRM case numbers, and other details. 12. Select the Submit button to continue or the Cancel button to abandon the case without saving it. Note: Selecting the Cancel button will take you back to the Support Summary page. 13. The Case Confirmation Code page with the CRM case number appears. Write down the CRM case number for reference so you can track actions taken. Select the Return to Support Summary link to display the Support Summary page. 14. Select the Home link to return to your GoArmyEd homepage. 15. When the case is resolved, you will receive an confirmation with the resolution and a link to the customer satisfaction feedback survey. GoArmyEd takes the quality of service very seriously. We encourage you to submit candid feedback for each closed CRM case. Version 2, Last revised: 21 June 2010 Green underlined text designates new information or changes Page 6 of 19

7 Step-by-Step Instructions - Track Your Case(s) Use the following steps to track and review CRM cases that you originated for yourself or were created for you by another GoArmyEd user. You can access currently open or closed cases. Note: For open cases that you originated for yourself, you can close the case at any time. For cases created for you by another GoArmyEd user, you can only review or add a note to the case. Note: Screen images in this document might vary slightly from the current GoArmyEd portal. 1. Log into GoArmyEd at with your username and password. 2. The GoArmyEd homepage appears. 3. Select the Create/Track Helpdesk Cases link in the Helpdesk Information section on the homepage. 4. The Support Summary page displays tabs that contain 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 an I represent a case that has 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 closed automatically and you will be sent an notifying you of the action. Version 2, Last revised: 21 June 2010 Green underlined text designates new information or changes Page 7 of 19

8 Step-by-Step Instructions - Track Your Case(s) 5. Select the Respond link. 6. The returned case appears with a note requesting more information from you to ensure your case is handled correctly. Version 2, Last revised: 21 June 2010 Green underlined text designates new information or changes Page 8 of 19

9 Step-by-Step Instructions - Track Your Case(s) 7. Provide any information that will assist in resolving your case in the Actions Taken section. 8. Select the Respond to Info Request button. The case will be returned to the person in the Assigned to: field who requested the information. 9. The Helpdesk Case Details page appears stating the case has been submitted with the information. Select the Return to Support Summary Page link. 10. To view the actions that have been taken on an Open CRM case, select the plus sign to the left of the case. Version 2, Last revised: 21 June 2010 Green underlined text designates new information or changes Page 9 of 19

10 Step-by-Step Instructions - Track Your Case(s) 11. The case information appears. In this example, the original description and actions taken are displayed. As the CRM case is worked on and resolved, actions will be added. Version 2, Last revised: 21 June 2010 Green underlined text designates new information or changes Page 10 of 19

11 Step-by-Step Instructions - Track Your Case(s) 12. 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 close the case, select the Close Case link. A pop-up window appears asking if you are sure you want to close the case. Select the OK button to close the case. Select the Cancel button to keep the case open. Version 2, Last revised: 21 June 2010 Green underlined text designates new information or changes Page 11 of 19

12 Step-by-Step Instructions - Track Your Case(s) 13. When the Add Notes link is selected, the Review Open 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 2, Last revised: 21 June 2010 Green underlined text designates new information or changes Page 12 of 19

13 Step-by-Step Instructions - Track Your 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. 16. After adding notes to an open case, select the Return to Support Summary link to return to view the Open and Closed tabs. 17. Select the Closed Cases tab to view closed cases. The Support Summary page displays a list of closed CRM cases. Select the plus sign to view a closed case. Note: Do not add questions to a case that already has been closed. The GoArmyEd service provider who closed your case will not receive the questions. Any notes you add to a closed case must be for your own reference only. If your case is closed and further action needs to be taken to address the concern or question, create a new CRM case and reference the closed case number in the case description. 18. Select the Home link to return to your GoArmyEd homepage. Version 2, Last revised: 21 June 2010 Green underlined text designates new information or changes Page 13 of 19

14 Step-by-Step Instructions - Submit Customer Satisfaction Feedback Survey Use the following steps to submit 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 portal. 1. Log into GoArmyEd at with your username and password. 2. The GoArmyEd homepage appears. 3. The GoArmyEd Survey can be accessed two ways. Select the Create/Track Helpdesk Cases link in the Helpdesk Information section on the homepage. OR Select the Click here to evaluate recent CRM customer service link. 4. For the purpose of this step-by-step instruction, select the Create/Track Helpdesk Cases link. Version 2, Last revised: 21 June 2010 Green underlined text designates new information or changes Page 14 of 19

15 5. The Support Summary page displays tabs that contain listings of open and closed CRM cases that you created for yourself. Select the Closed Cases tab. 6. The Closed Cases page appears. Select the feedback image to the left of any closed case to provide valuable customer satisfaction feedback about how your CRM case was handled. Select the plus sign to review a closed case. Note: Cases that have had customer satisfaction feedback submitted will not have a feedback image. You can expand or collapse the entire closed case listing by selecting the appropriate link: Expand All or Collapse All. Select the Printer Friendly link to open a new window and print the list of cases. Version 2, Last revised: 21 June 2010 Green underlined text designates new information or changes Page 15 of 19

16 7. The case selected for review appears. Select the feedback image valuable customer satisfaction feedback. to provide 8. The customer satisfaction feedback survey appears. Provide a valid rating and candid comments concerning the level of service provided to resolve your case. 9. Select the Submit Survey button to submit your feedback for the closed CRM case. 10. A pop-up message appears. Select the OK button to submit the feedback or select the Cancel button to cancel the feedback. Version 2, Last revised: 21 June 2010 Green underlined text designates new information or changes Page 16 of 19

17 11. A message appears stating feedback was successfully submitted. Select the Close Window button. Only one customer satisfaction feedback can be submitted per closed case. 12. Select the Home link to return to your GoArmyEd homepage. Version 2, Last revised: 21 June 2010 Green underlined text designates new information or changes Page 17 of 19

18 Grading Policy Reference Information School Inquiry Case Categories Category Use for questions related to: Examples Graduation Policy Invoicing Marketing Questions Non-LOI School General Questions Password Reset Grading policy, reporting requirements, new grades for school Academic requirements, reporting, school ceremony Reconciliation, invoicing, and payment for TA classes; automated invoicing line item dispute GoArmyEd and earmyu marketing and communication materials. General questions about GoArmyEd Unable to log into GoArmyEd with Username and Password Clarification of incomplete grading policy. Ceremony notification, Soldier recognition, school fee requirements Clarification on Invoicing process. Request for materials, updates to school information Request clarification on a GoArmyEd process Password needs to be reset Portal Technology General GoArmyEd technical problems Account update error School Agreement Degree Plan- Non-SOC School School Agreement Degree Plan-SOC School School Not Listed in GoArmyEd School Feedback School Set-up Process Non-SOC School School Set-up Process SOC School Policy/questions about Student Agreement and/or Degree Plan for a Non- LOI School Policy/questions about Student Agreement and/or Degree Plan for an LOI School How to add a school to GoArmyEd General Feedback concerning the program. General questions on the Non-LOI School set-up process in GoArmyEd Inquiry on how to establish an LOI account in GoArmyEd Timeline to provide a student a Student Agreement/Degree Plan Process to post a student a Student Agreement/Degree Plan School is not listed in GoArmyEd Comments concerning a closed case Account set-up for another Course Administrator LOI School questions Testing General questions concerning testing List of Test Centers Training Questions concerning GoArmyEd training modules and documents Adding a new training documents Other Use if no other categories apply Student Record links Version 2, Last revised: 21 June 2010 Green underlined text designates new information or changes Page 18 of 19

19 Key Points to Remember School users are expected to use CRM to report and track concerns or questions related to GoArmyEd. 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 to solve the issue, the case will be returned to you for additional information and may result in delays. If no response is received after seven days, the case is closed automatically and you will be sent an notifying you of that action. School users are expected to create a case for a Soldier from the Soldier s Student Record Support Summary page when the issue is related directly to the Soldier and the Soldier needs to be aware of actions that were taken and the resolution that was reached. Refer to the Step-by-Step Instructions - Creating a Case for a Soldier for details. Select the plus sign link if you want to review, add notes, or close a case that you created for yourself. Your case will be reviewed by the GoArmyEd Helpdesk and resolved by the GoArmyEd specialist best trained to resolve your issue. GoArmyEd takes quality of service very seriously. Each closed case includes a customer service feedback request that enables you to tell us how we did. The requests are reviewed by GoArmyEd management and are used to focus our training and process improvement initiatives so we can serve you better the next time you use GoArmyEd. We encourage your candid feedback. 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 submit 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. The GoArmyEd Customer Service Principles (5Cs) are provided as guidelines for Counselors/ESS and all other GoArmyEd service providers to practice when creating and resolving CRM cases. Version 2, Last revised: 21 June 2010 Green underlined text designates new information or changes Page 19 of 19