Rio Track 2 Dispatch 3 rd Party QA Truck Roll Activities
Table of Contents Introduction...1 Course Outline...2 Siebel (Rio) Benefits...3 Getting Started...4 Logging Onto the etrust Identity Manager...5 Understanding Access and Responsibilities...7 Reviewing the Home Page...8 Using Help...9 Understanding the Desktop...10 Understanding the Rio Application Window...11 Using the Application-Level Menu...13 Using Screen and View Tabs...14 Using the Site Map...15 Using the Link Bar...16 Using the Visibility Filter...17 Displaying Data...18 Using the Menu Button...20 Using Right-Click...21 Working With Records...22 Using Records and Fields...23 Using Field Controls...24 Locating a Record in a Selection Dialog Box Using Query...26 Locating a Record in a Selection Dialog Box Using Find...27 Using Hyperlinks...28 Using the Thread Bar...29 Using the Browser Back, Forward and History Functions...30 Performing a Search...31 Adding a Record...33 Copying a Record...34 Deleting a Record...35 Using the About Record Feature...36 Creating a Record Bookmark...37 Organizing Data in a List...39 Sorting a List by a Single Column...40 Sorting a List by Multiple Columns...41 Resizing a Column in a List...43 Moving a Column in a List...44 Organizing Columns in a List...45 Locking Columns...47 Queries...48 Creating a Query...49
Using Predefined Queries...50 Using Query Operators...51 Saving a Query...54 Refining a Query...55 Deleting a Query...56 Exporting Data to Excel...57 3 rd Party QA (Quality Assurance) Activities...58 Schedule a QA Truck Roll Activity...59 Assign QA Truck Roll Activities...61 Close QA Truck Roll Activities...64 Course Summary...66
Section 1 5 minutes Ensure all items listed are covered before commencing the course. A DIRECTV or HSP employee will kick off each class. Introduction Discuss administrative details (breaks, cell phones, attendance forms.) Discuss course materials (classroom guide, quick reference cards, simulations.) Discuss course format (Tell-Show-Do, interactive simulations, role plays.) Discuss course agenda. Have participants introduce themselves and discuss any expectations of the course. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 1
Section 2 5 minutes Course Length 3.5 hrs of curriculum Course Outline 3.5 hours (includes a break) Audience 3 rd Party QA Dispatchers / Call Centers Course Objectives Discuss each of the overall objectives with participants. Course Agenda To instruct participants on basic navigation To guide participants through business processes and how they will use Rio to schedule, and close QA activities To provide participants with hands-on experience with the application through a simulated environment Introduction Navigation Queries Quality Assurance (QA) Closing Agenda Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 2
Section 3 5 minutes Siebel (Rio) Benefits Discuss system benefits. This may be done with a demonstration to highlight some of the key benefits. Explain that Rio is the name for DIRECTV s implementation of Siebel. Hereafter, it will be referred to as Rio. Review CSG vs. Siebel job aid. Automated and streamlined processes Simplified automated work order closure Improved dispatcher insight into job duration Improved reporting via formal, high-impact reports rather than raw data in spreadsheets Increased timeliness of data from 2 days old to up to real time where appropriate More detailed, more timely insight into Technician attendance and average daily jobs completed Automated reporting on quality performance as measured by Quality Control audits Increased insight into on-time performance for installers Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 3
Section 4 15 minutes Process Objectives Discuss process objectives Key Points Discuss key business rules Getting Started Logging Onto the etrust Identity Manager Understanding Access and Responsibilities Reviewing the Home Page Using Help To begin understanding the Rio application, it is important to discuss how users access Rio and what they will first see when they log on. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 4
Logging Onto the etrust Identity Manager Introduction URLs will be provided prior to the Environment going live The etrust Identity Manager allows users to log in to the Rio3 Applications securely by providing a platform for centrally managing access to the DIRECTV applications without the use of an RSA Token, thus reducing complexities of logging in and performing daily tasks. Before using etrust Identity Manager to access Rio3 Applications, users will be required to set up forgotten password questions. These questions will be used in the future, if users should forget their password. Users will also reset their password at this time. To set up forgotten password questions and reset the password users will access the etrust Identity Manager Administration Portal. Users can access etrust Identity Manager Administration Portal through a URL. Sample Image etrust Identity Manager Login Page Steps Step Action 1 The first time users log into Identity Manager Administration Portal, the Login E- Trust Identity Manager screen will appear. Enter your Rio username and password, and click on the Login button. The etrust Identity Manager Welcome Screen will appear. 2 Click on the My Account hyperlink on the top left corner. Continued on next page Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 5
Logging Onto the etrust Identity Manager (continued) Steps Step Action Review Adding Rio as a Trusted Site job aid. 3 Click on the Modify My Password Questions hyperlink. Note: Although it is titled Modify My Password Questions you are actually creating password questions. 4 There are five questions and answers that must be completed in order to set up your etrust Identity Manager profile. Click on the drop-down arrow in Question 1 and select a question. Enter the answer to the question in the Answer 1 field. Repeat this process for the remaining Question 2-5 fields and Answer 2-5 fields. 5 Once all five questions have been selected and the answers completed for each question, click on the Submit button. Note: A message confirming the Task has been submitted will appear. 6 A message confirming the status is complete will appear indicating that your user profile has been successfully updated. Click on the OK button. 7 Once the user profile has been updated, change the password by clicking on the Change My Password hyperlink. 8 Type in the new password in the Password field and confirm the new password by re-typing the same password in the Confirm Password field. Click on the Submit button. Note: A message confirming the Task has been submitted will appear. 9 A message confirming the status is pending will appear. Click on the OK button. 10 A message confirming the status is complete will appear indicating that the password has been successfully changed. You can now log into Rio using your username and password. 11 To log out of etrust Identity Manager, click on the (Logout) hyperlink. 12 Click on the Close this Window button to log out of the etrust Identity Manager. Note: Anytime a password is forgotten, users will have to click on the Click here if you forgot your password hyperlink. When a password has been entered incorrectly twice, always click on the Click here if you forgot your password hyperlink and answer three of the questions set up earlier. Then follow steps 8-10 to complete the password reset. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 6
Understanding Access and Responsibilities Introduction Users are assigned an employee login with a unique ID and password. The assigned login defines responsibilities and access to necessary data to fulfill those responsibilities. System administrators technologically set up users responsibilities, which are defined by the business. Responsibilities determine the collection of views users can access. For example, warehouse staff need access to views in which to manage inventory; dispatchers do not need access to these views, but need access to the dispatch board. A position determines the data users can access. The position represents an assigned job title within an organization. Each user is assigned a position (job title), which determines the set of data to which the user has access. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 7
Reviewing the Home Page Introduction After logging into the Rio application, users are automatically directed to the Home page. This page displays partner alerts on the right hand side of the screen. Sample Image Home Page Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 8
Using Help Introduction After logging into the Rio application, users will have access to Siebel Help. This is a convenient source of information on general Siebel functionality and navigation. Sample Image Help > Contents Steps Step Action 1 Navigate to any Rio screen. 2 Select Help > Contents from the application-level menu. This displays information specific to the screen being viewed. 3 Click the Contents or Index links for easy navigation and searching. 4 Click in the upper right corner of the new window to close the help window and return to Rio. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 9
Section 5 20 minutes Process Objectives Discuss process objectives Key Points Discuss key business rules Understanding the Desktop Understanding the Rio Application Window Using the Application Level Menu Using Screen and View Tabs Using the Site Map Using the Link Bar Using the Visibility Filter Displaying Data Using the Menu Button Using Right-Click The topics in this section outline the standard framework of the Rio application window Each part and function in the application will be presented along with navigation techniques for moving throughout the system Information in Rio is organized primarily into screens Each screen has a corresponding set of views, which further categorize the information within that screen After a screen and view are selected, information is displayed in a combination of lists and forms Lists and forms consist of records; a list displays multiple records; a form displays the information for a single record A record is a collection of fields, which contain data Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 10
Understanding the Rio Application Window Introduction It is critical to understand the elements of the Rio desktop and how each element relates to specific functionality in the Rio application. This understanding will help users efficiently navigate through the system and recognize how information is organized. Applicationlevel menu Screen tabs Queries dropdown list Query buttons Search button Site Map button Menu button Form View tab List Show More / Less buttons Scroll bar Element Application-level menu Site Map button Description Located in the upper left corner of the application window and consists of File, Edit, View, Navigate, Query, Tools, and Help. The Site Map button is used to navigate directly to the site map. The site map provides a list of the available screens and can be used to quickly access screen/views in the application. Continued on next page Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 11
Understanding the Rio Application Window (continued) Element Screen tabs Menu button List Queries dropdown list New Query button Execute Query button Form Show More / Less buttons Scroll bar View tab Description The Rio application is organized into screens. Each screen covers a broad topic. To access a screen, click the corresponding tab. The screen tab changes color to indicate that it is the active screen. The menu button is located on both a form and list. Click the menu button to display a set of actions that apply to the active form or list, or selected record. Some of the actions include copy, delete, query, and columns displayed. Displays multiple records, presented as rows. The queries drop-down list provides access to user saved queries and predefined queries established by the system administrator. The New Query button launches a new query. The Execute Query button executes a query. The form displays one record at a time. There are two types of forms: short and long. The show more button is found in the upper right corner of both a form and a list. Click to view more records in a list or more fields in a form. Scroll bars, located on the right, can be used to move through a list of records or to scroll further down the screen. View tabs provide detailed information related to the selected screen and record. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 12
Using the Application-Level Menu Introduction The application-level menu is located in the upper left corner of the application window. The menu consists of File, Edit, View, Navigate, Query, Tools, and Help. Element File Edit View Navigate Query Tools Help Description Provides access to application features, such as logout. Provides access to record and search features. Provides access to columns displayed. Provides access to the Site Map and records functions. Provides access to query functions. Provides access to advanced sort and user preferences. Provides access to Online Help, technical support information, and other help features. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 13
Using Screen and View Tabs Introduction Select a screen tab to access a desired area of the application. A screen tab provides access to a broad topic of information indicated by the screen tab name. Select view tabs after selecting a particular record in order to view or edit information. The view tabs provide detailed presentations of the data related to the selected record and screen. View tabs appear towards the middle part of the application below screen tabs. The list of available views depends on the selected screen tab. When selecting a view tab, the record selected in the list above the view tabs typically changes to a form. No other records are visible, making it easier to focus on the selected record. Note: To view every field in the record, click the show more button to expand the form. Sample Image Accounts Screen > Orders View Screen Tabs Show More Button View Tabs Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 14
Using the Site Map Introduction The screen tabs that appear in the application window are determined by users organizations and may be only a subset of all available screen tabs. To see every screen available, access the Site Map. When users click a screen hyperlink, the Site Map repositions to display a list of the main views available for that screen. When users click a view, the application navigates to that particular view in the selected screen. Sample Image Site Map Steps Step Action 1 Click on the application toolbar. 2 Click the desired screen hyperlink to access the corresponding screen. 3 Click the desired view hyperlink to navigate to that screen and view. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 15
Using the Link Bar Introduction Screens contain sets of information shown in views. These views can be used to display different but related data found in the same screen. Users access views by clicking a hyperlink on the link bar. The link bar appears immediately below the screen tabs. On the link bar, the active view appears in bold text. Sample Image Receiving Screen Link bar Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 16
Using the Visibility Filter Introduction After identifying the desired screen and selecting the screen tab, users must decide what set of records they want to view in the selected screen. A default list of records appears below the screen tab. The Visibility Filter drop-down list is used to access a new set of records. Records consist of fields. For example, the fields in a record might show an employee s name, address, employee number, and so on. From the Visibility Filter drop-down list, users may be able to choose the My filter or the All filter. The My filter typically displays records that are assigned to the user. The All filter displays all records for the user s company. For example, in the My Activities view, users can view activities that are assigned to them; in other words, they own the activities. The All Activities view displays all activities for the user s company, regardless of who owns them. Not all users will have the My and All filters in all screens; users are given access to these as appropriate. Managers may also have a My Team s filter, which displays records assigned to their direct reports (based on the reporting structure set up in Rio). DIRECTV also has an All Across Organizations filter, which displays all records across all companies. After using a filter in the Visibility Filter drop-down list to display a set of records, users may select a record in the list by clicking anywhere in the record. Clicking on a record highlights the record and depending on where in the record the user clicked, may put the record in edit mode, if the user has edits rights to the record. Sample Image Receiving Screen Visibility Filter drop-down list Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 17
Displaying Data Introduction Data is displayed in a list or a form. Depending on the type of data users are displaying, one style may provide a better method to interpret data than another. Note: Data may not always be viewable in all of the above-mentioned formats, but any combination of these types of views will be used within one screen. List A list consists of multiple records, presented as rows. Each record consists of multiple fields. There may be more records in a list than can be displayed on the screen. The scroll bar, located to the right of the list, is used to move up and down through the records. Users can select a record in a list by clicking anywhere in the record. This highlights the record and will place the record into edit mode if the user has edit rights to the record. Sample Image List Form A form displays one record at a time. For example, when clicking a hyperlink for a record in a list, users see a form displaying data for the selected record. Record navigation buttons, located at the top right corner of the form, are used to navigate to the next or previous record. If users have authorization to edit the information in a form, they can make edits directly in the form. Users click off the record to save any edits made to the record. There are short and long forms. A short form contains a limited number of fields, typically the key fields for a record; a long form contains all the fields that make up a record. All required fields appear with a red asterisk in the short form. The Show More button is used to expand and collapse forms. Continued on next page Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 18
Displaying Data (continued) Sample Image Form Record Navigation buttons Show More button Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 19
Using the Menu Button Introduction The menu button displays a menu of actions that apply to the active form, list, or selected record in a list. The menu button allows users to perform actions such as copy, delete, query, columns displayed, and advanced sort. The menu button appears both in a list and a form within the same screen. It is important to clearly understand the location on the screen in which the action will be performed and to select the correct menu button. Sample Image Menu button Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 20
Using Right-Click Introduction Right-clicking in a form or a list displays the same menu of actions provided by the menu button in that form or list. Note: To undo record changes prior to saving or stepping off the record, select Undo Record from the menu list or press [CTRL + U]. Sample Image Right-Click Menu Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 21
Section 6 20 minutes Process Objectives Discuss process objectives Key Points Discuss key business rules Working With Records Using Records and Fields Using Field Controls Locating a Record in a Selection Dialog Box Using Query Locating a Record in a Selection Dialog Box Using Find Using Hyperlinks Using the Thread Bar Using the Browser Back, Forward, and History Functions Performing a Search Adding a Record Adding a Record in a Selection Dialog Box Copying a Record Deleting a Record Using the About Record Feature Creating a Record Bookmark This section concentrates on working with records, including topics such as adding, copying, and searching for records Users can also become familiar with field controls and working with records in selection dialog boxes Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 22
Using Records and Fields Introduction A record is a group of related data organized into fields. For example, information about a contact, including name, address, and phone number, makes up a contact record. A record can appear in a list or it can be displayed individually in a form. A record is a group of related fields displayed in a list or form. A field contains a single unit of information such as a last name or telephone number. Sometimes, fields will be unavailable. In this case, users cannot manipulate the data. Often, this type of field is populated automatically by the system. If users have the appropriate access privileges, edits can be made directly to any field within a record. Users make edits directly in the list or form. Stepping off the record automatically saves changes. Sample Image Activities Screen Record Field Field Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 23
Using Field Controls Introduction Users enter data into the application by typing or using field controls. These controls are tools users will select to interact with a record. A field control can be a check box, a drop-down list, or button. Field controls allow users to select from a list of predefined values, enter values in a multi-value field, specify data, calculate values, or type free form text. A control can appear within a form or as part of a record in a list. To utilize a field control to edit a record in a list, click within the field to activate the control. Note: A field with a red asterisk indicates a required field. Users will be unable to save a record until each required field contains information. Field Control Check box Currency calculator Drop-down list Show More button Option button Description Click the check box to input a check and select the option. Click the Currency Calculator to access a dialog box that allows for currency calculations. Users can also specify the country of origin and the date the transaction occurred. Click the drop-down arrow to the right of the field to select from a list of available values. Click to expand more records in a list or expand a form to view more fields. The Show More button is found in the upper right corner of both a form and a list. Click within the option button to make a single selection in a group of several options. Select button Click the select button in a field to access a dialog box. The dialog box provides a list of items that have already been stored in the database. Select an item to fill in the field. Continued on next page Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 24
Using Field Controls (continued) Field Control Text button Calendar Description Click the text button to open a larger window in which to view the field contents or to type free form text. Click the calendar button in a date field to access a dialog box for entering date and time information. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 25
Locating a Record in a Selection Dialog Box Using Query Introduction Users can query within a selection dialog box just as they would within a list or form. Clicking the Query button in a selection dialog box creates a blank query. Enter the query criteria and operators, and execute the query. Queries performed within a selection dialog box can also be refined. Sample Image Selection Dialog Box Query button Steps Step Action 1 Click in a selection dialog box. 2 Enter the query criteria in the appropriate fields. 3 Click. Note: The list in the selection dialog box is updated to contain only those records that match the criteria entered for the query. 4 Select one or more records to populate the field by holding down the Ctrl or Shift keys and selecting multiple records and click. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 26
Locating a Record in a Selection Dialog Box Using Find Introduction In a selection dialog box, if users know the starting characters of a field in the record that they are trying to find, they can use the Find feature to locate the record. Sample Image Selection Dialog Box Find drop-down list Steps Step Action 1 In the selection dialog box, from the Find drop-down list, select the appropriate search field. 2 In the starting with field, type the starting characters of the desired value. 3 Click. Note: The list in the selection dialog box is updated to contain only those records that match the criteria entered in the starting with field. 4 Select one or more records to populate the field by holding down the Ctrl or Shift keys and selecting multiple records and click. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 27
Using Hyperlinks Introduction Hyperlinks appearing in a record within a list are indicated by blue text and become underlined when the cursor is passed over the data. A link provides one-click access to detailed or additional information for the underlined text. Use the thread bar or browser back button to navigate back to the original record after clicking a hyperlink. If users navigate by clicking another screen tab or using the Site Map the thread bar will reset. Sample Image Activities Screen Clicking the hyperlink in the Order # field will drill down to more information for that order. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 28
Using the Thread Bar Introduction The thread bar appears directly above the screen tabs and helps keep track of navigational paths when clicking a hyperlink to access a view on another screen. Return to a previous point in the path by clicking the appropriate name on the thread bar. When navigating to another screen by clicking a screen tab or using the Site Map, the thread bar will reset and begin tracking the new path. Sample Image Sales Orders Screen > Line Items View Thread bar Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 29
Using the Browser Back, Forward and History Functions Introduction To navigate back and forward in the Rio application, use the Web browser s back and forward buttons. To navigate to screens and views recently accessed in the Rio application, use the Web browser s history function. In Internet Explorer, the history function is accessed by clicking the drop-down arrow next to the back arrow. Sample Image Browser History function Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 30
Performing a Search Introduction The Search Center provides a quick and easy way of finding a record, regardless of where the user is within the application. The Search button, which appears as a pair of binoculars in the upper right corner of any screen, is used to open the Search Center in a frame on the right side of the screen, while the current screen and view are maintained on the left side of the screen. Sample Image Search Center Search button Steps Step Action 1 Click from any screen. Note: The Search Center appears in a frame to the right of the screen. 2 Click the Look In drop-down arrow and select the appropriate type of search information. Note: The value selected in the Look In drop-down list determines the fields that are available for entering search criteria. 3 Enter the search criteria. Continued on next page Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 31
Performing a Search (continued) Steps Step Action 4 Click. Note: The records matching the search criteria appear in the Results list within the search frame. 5 Click the desired record hyperlink to navigate to the record. 6 Click to close the Search Center. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 32
Adding a Record Introduction New records can be created throughout the application using any of the following methods: Click in a list or form. Click and select New Record. Select Edit > New Record from the application-level menu. Right-click in a list or form and select New Record. A blank record containing fields to complete will appear. If a record is added in a list, a blank row will appear. If a record is added in a form, a blank form will appear. Read-only fields are those in which data cannot be added and will appear with a gray background. Users may not have privileges that allow them to add data, or the data may be automatically populated by the system. Read-only fields cannot be modified. Fields that display a red asterisk are required fields and must be completed. Note: Not all users can add new records. The ability to add a record is determined by responsibilities assigned by the system administrator. Steps Step Action 1 Navigate to the appropriate list or form. 2 Click. 3 Complete the fields in the list or form. Note: A red asterisk appears in the form next to all required fields. These fields must be completed before the record can be saved. Click in the upper right corner of a form to expand the form and view additional fields. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 33
Copying a Record Introduction If a significant amount of data in a new record is similar to the data in an existing record, users can copy the existing record and make the necessary modifications to the copied record. Fields that must be unique to a record are typically not copied, thereby requiring the user to enter the appropriate data. Steps Step Action 1 Select the appropriate record to be copied. 2 Click and select Copy Record. Note: A new record with the copied information will appear. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 34
Deleting a Record Introduction Delete a record by clicking the menu button located in a list or form or by selecting Edit > Delete Record from the application-level menu. Users will be asked to confirm or cancel the deletion. For data integrity purposes, the system does not allow certain types of records to be deleted. Note: The system administrator provides privileges to delete records. Sample Image Delete Confirmation Dialog Box Steps Step Action 1 Select the appropriate record to be deleted in the list or form. 2 Click and select Delete Record. 3 Click to delete the record, or click to abort the deletion. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 35
Using the About Record Feature Introduction The About Record feature allows users to retrieve record information, including which user created or last updated a record. To view this information, select the desired record, then click and select About Record. Information is displayed in the About Record dialog box. Sample Image About Record Dialog Box Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 36
Creating a Record Bookmark Introduction Sample Image When communicating with colleagues by email, a user can include a bookmark to a specific record in Rio. This allows the email recipient to quickly and easily access the record. The recipient must be a Rio user in order to access the bookmarked record. If the recipient does not have the Rio application open, clicking on the bookmark will bring up the login dialog box. Get Bookmark URL Dialog Box Steps Step Action 1 Create a new email message. 2 Locate and select the desired record in the Rio list or form. Note: Users should resize the Rio window so that it does not take up the entire screen. Ideally, both the new email message and Rio should be viewable at the same time. 3 Click and select Create Bookmark. 4 Note: The Get Bookmark URL dialog box displays. Click in the Get Bookmark URL dialog box and drag it into the email message. Note: Users can also copy the link in the Get Bookmark URL dialog box and paste it into the email message. Continued on next page Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 37
Creating a Record Bookmark (continued) Steps Step Action 5 Complete and send the email. Note: When the recipient clicks the record bookmark, the recipient is automatically taken to that specific record in Rio. The recipient must be a Rio user in order to access the bookmarked record. If the recipient is not logged into Rio and clicks the record bookmark, the Rio login dialog box will appear. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 38
Section 7 10 minutes Process Objectives Discuss process objectives Key Points Discuss key business rules Organizing Data in a List Sorting a List by a Single Column Sorting a List by Multiple Columns Resizing a Column in a List Moving a Column in a List Organizing Columns in a List Locking Columns Users may customize the appearance and order of data in any list There are several options to personalize the order, size, and sort order of information that is organized in columns within the application Some of these modifications are saved so that each time the application is accessed, the user s preferences are maintained Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 39
Sorting a List by a Single Column Introduction Users can sort a list by any one column by clicking the appropriate column header. The first time a column header is clicked, the list is sorted by that column in ascending order. To sort in descending order, click the column header a second time. An up or down arrow appears on the column header to indicate the ascending or descending sort. Sample Image Activities Screen Sort Ascending arrow Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 40
Sorting a List by Multiple Columns Introduction Sample Image The advanced sort feature allows users to sort a list by up to three columns, each in ascending or descending order. For example, sort activities by status, then by priority, then by due date. Note: If using any special characters in a field, such as parentheses, users may encounter problems when trying to sort records. Sort Order Dialog Box Steps Step Action 1 Navigate to the desired list of records. 2 Click in the list and select Advanced Sort. 3 Click in the Sort by field and select the first column to be sorted. 4 Click to activate an Ascending or Descending sort on the column. 5 Click in the Then by field and select the second column to be sorted. 6 Click to activate an Ascending or Descending sort on the second column. Continued on next page Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 41
Sorting a List by Multiple Columns (continued) Steps Step Action 7 Click in the second Then by field and select the third column to be sorted. 8 Click to activate an Ascending or Descending sort on the third column. 9 Click. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 42
Resizing a Column in a List Introduction Users may also want to alter the width of columns found in a list in order to easily view data. This is accomplished by dragging the column to the appropriate width. Column widths are saved for future sessions. Sample Image List Column sizing arrows Steps Step Action 1 Navigate to a list of records. 2 Place the mouse pointer over the desired column divider until it changes to double lines with left and right pointing arrows. 3 Click and drag the column divider to the left to narrow, or to the right to widen the column. 4 Release the mouse button when the column reaches the desired width. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 43
Moving a Column in a List Introduction Users can order the columns in a list according to their preferences. The order is saved for all future sessions, until the user changes the order again. To move a column, click on the column header and drag it to the desired location. Sample Image Activities Screen Moving a column Steps Step Action 1 Navigate to a list of records. 2 Click and drag the desired column header over to the line closest to the location where the column should be placed. 3 Release the mouse button when a vertical red line appears in the new location. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 44
Organizing Columns in a List Introduction Users can customize any list in Rio according to their own preferences. This includes displaying and hiding columns, as well as rearranging the order of the columns. These customizations are saved for the user for all future sessions, until the user changes them. Sample Image Columns Displayed Dialog Box Steps Step Action 1 Navigate to a list of records. 2 Click and select Columns Displayed. 3 Click the column-ordering buttons to the right of the Selected Columns area to change the order in which selected columns appear in the list. 4 Click the buttons to the right of the Available Columns area to show or hide selected columns. 5 Click. 6 Click to restore to the default column settings. Continued on next page Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 45
Organizing Columns in a List (continued) Buttons Button Description Shows the selected column(s). Hides the selected column(s). Shows all columns. Hides all columns. Moves the selected column up to the top of the Selected Columns list. Moves the selected column up one place in the Selected Columns list. Moves the selected column down one place in the Selected Columns list. Moves the selected column down to the bottom of the Selected Columns list. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 46
Locking Columns Introduction Columns can be locked in a list by double-clicking the column header. All columns to the left will be locked. This allows users to scroll to the right of a list, while keeping certain columns in view. The column headers of the locked columns will turn dark gray, and those columns remain in place when the user scrolls to the right. To unlock the columns, double-click the column header again. Sample Image Activities Screen Locking columns Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 47
Section 8 40 minutes Process Objectives Discuss process objectives Key Points Discuss key business rules Queries Learn how to create a query Learn how to use predefined queries Learn how to use query operators Learn how to save a query Learn how to refine a query Learn how to delete a query Learn how to export data to Excel Queries allow you to enter multiple search criteria to find a list of records The subset of records found by a query can be viewed onscreen, exported to a file, or used as content for a report When a query is created, the criteria can be saved and reused Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 48
Task 8.1 Creating a Query Guided Exercise Discuss difference between Search and Queries: Global vs. Screen/View specific Few key fields vs. all fields to search by Quick way to find one particular record vs. set of records that match criteria Queries are a way to filter information; can enter one or more criteria. New queries can be created at any time to display a specified data set. Create and execute queries using the query buttons or the menu button drop-down list. Queries can be created with a single condition (simple queries) or multiple conditions (compound queries). Create a query. Exercise steps 1. Navigate to the appropriate screen. Note: If there is no screen tab, use the Site Map. 2. Click in the list or form. Note: A blank list or blank form appears, depending on where the New Query command was invoked. 3. Enter query criteria in the appropriate fields. Mention Alt+Enter as keyboard shortcut. 4. Click. Note: The query is executed and the records matching the criteria display. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 49
Task 8.2 Using Predefined Queries Guided Exercise A predefined query is one that has been established by the system administrator and is unavailable for deletion or modification by most users. Both predefined and user defined queries are stored in the Queries drop-down list. Predefined and saved queries are screen-specific and only appear in the appropriate screen. Run a predefined query. Exercise steps 1. Navigate to the appropriate screen and view. 2. Click in the Queries drop-down list and select the desired query. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 50
Task 8.3 Using Query Operators Introduction Explain the key operators and give examples of how to use them. Query operators provide flexibility in locating records in the database. When creating a query, a request is initiated to find a specific record or set of records that match one or more criteria. Symbols called query operators, such as > (greater than) or = (equal to), are used to define more complex query criteria. Query Operator Description * Wild Card. Replaces any string of characters. Example: Jo* finds Johnson, Jones, etc.? Wild Card. Replaces a single unspecified character. Example: J?n finds Jon, Jan, Jen, etc. = Finds all records where the field value is the same as the specified value. < Finds all records where the field value is less than the specified value. > Finds all records where the field value is greater than the specified value. <> Finds all records where the field value is not the same as the specified value. <= Finds all records where the field value is less than or equal to the specified value. >= Finds all records where the field value is greater than or equal to the specified value. Continued on next page Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 51
Using Query Operators (continued) Query Operator AND OR NOT LIKE NOT LIKE Description All conditions must be true. Example of AND in a field: >7/1/03 AND <7/14/03 retrieves all records in which the date is after 7/1/03 and before 7/14/03. One of the conditions must be true. Example of OR in a field: State = TX OR AR finds all records in which the state is either Texas or Arkansas. One of the conditions must be false for a search to retrieve a record. Example: NOT TX in the State field finds all records in which the state is not Texas. Searches for all values that are LIKE. Example: LIKE Camp* typed in the Customer Name field finds all customers beginning with Camp. Searches for all values except those following NOT LIKE. Example: NOT LIKE Camp* typed in the Name field finds all customers except those beginning with Camp. Continued on next page Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 52
Using Query Operators (continued) Query Operator ~like IS NULL IS NOT NULL Today() EXISTS(value) Description tilde-like Performs a case-insensitive search. Can be used in combination with other query operators, such as *, to expand a search. Example: ~like camp* to find Campbell, CAMPBELL or campbell. Retrieves fields that are blank. Example: IS NULL in the Due Date field retrieves all records for which the Due Date field is blank. Retrieves fields that are not blank. Example: IS NOT NULL in the Due Date field retrieves all records for which the Due Date field is not blank. Searches for dates relative to the current date. Example: =TODAY() in the Activity Due Date field retrieves all activities with a due date of today s date Example: >TODAY()-7 retrieves all records with a date after seven days ago Finds values in a multi-value group field, indicated by a. Example: EXISTS(John Smith) in the Sales Team field retrieves all records which have John Smith on the Sales Team, regardless if he is primary. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 53
Task 8.4 Saving a Query Guided Exercise Users can save queries for future use; saves the criteria, not the results. The saved query is visible only to the user who created it. User-defined queries can be saved and used again, as needed. Saving queries reduces the time required to construct and execute new queries. After a user has created and saved a query, it is displayed with the predefined queries in the Queries dropdown list for that user. User-defined queries are only visible to the users who create and save them. Saving a query saves the query criteria, not the list of results. Save a query for future use. Exercise steps 1. Navigate to the appropriate screen and view. 2. Execute the desired query. 3. Select Query > Save Query As from the application-level menu. Point out the predefined queries already in the list. 4. Type a name for the query in the Query Name field and click. Note: The saved query appears in the Queries drop-down list. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 54
Task 8.5 Refining a Query Guided Exercise Refining a Query is used to further filter the set of records. Show how the original criteria is kept and user can enter additional criteria or edit original criteria. Mention that users can also enter multiple criteria when they first create a query, doesn t always have to be done by refining. Refining a query allows users to further filter a set of query results. Users can edit the initial query by entering additional criteria, editing or deleting criteria. When the Refine Query command is selected, the fields in the list or form in which the user is querying are cleared, but the initial criteria remain. Note: Both predefined and user-defined queries can be refined. Refine a query. Exercise steps 1. Navigate to the appropriate screen and view. 2. Execute a new query, or click in the Queries dropdown list and select the desired saved query. 3. Click and select Refine Query. Note: The original query criteria are retained and displayed. 4. Add, edit, and/or remove criteria, as necessary. 5. Click. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 55
Task 8.6 Deleting a Query Guided Exercise When a user-defined query is no longer needed, the query can be deleted. After the query is deleted, it no longer appears in the Queries drop-down list. Users can only delete their own saved queries; they cannot delete predefined queries established by the system administrator. Delete a saved query. Exercise steps 1. Navigate to the screen in which the query was created. 2. Select Query > Delete Saved Query from the applicationlevel menu. Note: The Delete Record dialog box appears, showing all userdefined queries for that screen. 3. Select the query to be deleted in the Query Name list. 4. Click to delete the query. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 56
Task 8.7 Exporting Data to Excel Guided Exercise Any list in Rio can be exported to Excel. Users should always query for the desired set of data before exporting. The export feature is valuable when querying for specific data that needs to be exported to a separate file. The exported data can be viewed and modified in Microsoft Excel or imported into other applications. Exporting is performed from a list, allowing the user to export a single record or a list of records. Users can query for the desired set of data to export. Query for the desired set of records and export the data from the list to Excel. Exercise steps Must click the Menu button in the list. Cannot click the one in the form; can only export from a list. Users can also click Save to save the file without opening. Point out how the file is named output.csv. Users will need to rename the file and save as a different file type (.xls). Also specify the location to which to save the file; otherwise, it will be saved by default to a temporary folder that is hard to find. 1. Navigate to the appropriate screen and view. 2. Query for the desired set of records in the list. 3. Click in the list and select Export. 4. Select the appropriate parameters in the Export dialog box. Note: The Tab Delimited Text File output format will export to Excel. 5. Click. 6. Click to view the exported file in Excel. 7. Save the file in the desired file format. Note: In MS Excel, the file will open in a.csv file format. The user can save the file as an MS Excel file, as well as rename the file. Note: Large amounts of data can take several minutes to process. Users who export more than 50,000 records may experience performance issues. Note: If exported records contain multi-value group fields, only the primary value for that field will be exported with the record. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 57
Section 9 45 minutes Process Objectives Discuss process objectives. Review Service Request job aid. Review 3 rd Party QA Truck Roll Activity QRC. Key Points Discuss key business rules. 3 rd Party QA (Quality Assurance) Activities Learn how to schedule QA activities. Learn how to assign QA activities. Learn how to close QA activities. QA Truck Roll Activities are used as a tool to provide feedback to trainers and technicians to continually improve and position our service as the best in the industry. A QA Truck Roll Activity can be manually generated as well as automatically generated through a batch process. A QA Truck Roll Activity can be Scheduled manually using the Earliest Start and Due Date fields. A QA Truck Roll Activity can be manually Assigned to a technician by updating the Owner field with the technician s User Id. Multiple QA Truck Roll Activities can be assigned to one technician using the Change All Records function. A QA Truck Roll Activity can be Closed with the applicable resolution code or can be closed with the resolution code QA Follow Up Required to generate a QA Follow Up Activity based on the original work order. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 58
Task 9.1 Schedule a QA Truck Roll Activity Guided Exercise Discuss business scenario with students before performing Guided Exercise. QA activities are assigned by DIRECTV and appear in Rio as a customer unscheduled activity with no schedule date. The SR Sub-Area field on the activity record will be QA. A QA Truck Roll Activity can be scheduled by manually updating the Earliest Start and Due Date fields to the desired date and changing the activity status from Customer Unscheduled to Scheduled. Note: The Book Appointment button will not be available on QA Truck Roll Activities. Additionally, QA Truck Roll Activities will not be considered by the ABS or Optimizer. Review and schedule a QA activity. Exercise steps 1. Click to search for a QA activity. 2. Click in the Look In field and select Activities. 3. Type the activity number in the Activity # field. 4. Click. Note: The search results appear in a list below. 5. Drill down on the hyperlink in the Activity # field in the search results to navigate to that activity. Note: This navigates to the Activity form. 6. Click on the Activity # hyperlink. 7. Click to close the Search Center. 8. Complete the following fields. Continued on next page Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 59
Schedule a QA Truck Roll Activity (continued) Earliest Start and Due Date fields display the time in the user s local time zone. Customer Early Start and Customer Due Date fields display the time in the customer s time zone; this is what should be communicated to the customer as the window of arrival time. You will be restricted from using the activity statuses of In Progress, Chargeback and Chargeback - No Response on truck roll activities. If one of these statuses is selected an error message will appear. Field Earliest Start Due Date Status Value Select the desired date and time and click the Save button. Select the desired date and time and click the Save button. Select the status Scheduled. Exercise Complete the exercise to schedule a QA Truck Roll Activity. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 60
Task 9.2 Assign QA Truck Roll Activities Guided Exercise Discuss business scenario with students before performing Guided Exercise. In this scenario, you want to assign a QA Truck Roll Activity to one technician. A QA Truck Roll Activity can be assigned to a technician by manually updating the Owner field with the technicians User ID or by expanding the Owner pick list and selecting from the list of available technicians within the company. Multiple QA Truck Roll Activities can be assigned to one technician by performing a mass update using the Change All Records function. Review and assign a QA activity. Exercise steps Scenario: Assign a QA Truck Roll Activity using the Owner Field There are two ways to assign a QA Truck Roll Activity to a technician. If you know the technician s User ID, enter it in the Owner field. If you do not know the User ID, select from a list of employees. 1. Click to search for a QA activity. 2. Click in the Look In field and select Activities. 3. Type the activity number in the Activity # field. 4. Click. Note: The search results appear in a list below. 5. Drill down on the hyperlink in the Activity # field in the search results to navigate to that activity. Note: This navigates to the Activity form. 6. Click on the Activity # hyperlink. 7. Click to close the Search Center. 8. Complete the following fields. Continued on next page Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 61
Assign QA Truck Roll Activities (continued) If the User ID entered is invalid, the pick list will automatically expand. Note: You can also search for a technician by using the Find drop down list and enter the beginning of the technician information in the Starting With field or by using the Query function. Owner Pick List Field Value Enter the technician s User ID exactly how it appears in Siebel (example: CTCA000252). Select from the list of employees, click on the icon in the Owner field to expand the list. In this scenario, you want to assign multiple QA Truck Roll Activities to one technician. Exercise steps Scenario: Assign Multiple Activities to One Technician using Change Records To assign more than one QA Truck Roll Activity to a technician, Query for the list of activities you wish to assign to a technician. The following Query will return all Scheduled QA Truck Roll Activities. 1. Select the Activities Tab. The date you enter in the Due field is based the dates prior to the current you want to review truck rolls. 2. In the All Activities View click on. 3. Enter the following Query criteria in the noted fields. Type: QA Truck Roll SR Sub Area: =QA Status: Scheduled Due: <=01/30/2008 (less than or equal to today s date) Note: A date parameter should always be entered or there is the potential that your query will not respond. 4. Click. 5. Highlight the records you wish to assign to an technician. 6. Navigate to Edit > Change Records. 7. In the 1st Field to Change column select the Field drop down menu and choose Owner. Continued on next page Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 62
Assign QA Truck Roll Activities (continued) Exercise steps 8. In the Value field enter the technician s Owner ID exactly as it appears in Siebel. 9. Click. 10. All highlighted QA Truck Roll Activities will be assigned to the technician Owner ID entered. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 63
Task 9.3 Close QA Truck Roll Activities Guided Exercise Discuss business scenario with students before performing Guided Exercise. A QA Truck Roll Activity can be closed with the applicable Resolution code. If the original activity requires a QA Follow Up, the QA Truck Roll Activity can be closed using the resolution code of QA Follow Up Required. Note: A nightly batch job will then look up closed QAs with the QA Follow Up Required resolution code and automatically generate a QA Follow Up Activity based on the original work order. Follow up Activities will be assigned back to the originating HSP. Review and close a QA activity. Exercise steps In this scenario, the technician completed the QA Truck Roll Activity and passed the QA. The activity can be closed after choosing a resolution code beginning with QA. Scenario: Close a QA Truck Roll Activity 1. Click to search for a QA activity. 2. Click in the Look In field and select Activities. 3. Type the activity number in the Activity # field. 4. Click. Note: The search results appear in a list below. 5. Drill down on the hyperlink in the Activity # field in the search results to navigate to that activity. Note: This navigates to the Activity form. 6. Click on the Activity # hyperlink. 7. Click to close the Search Center. Continued on next page Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 64
Close QA Truck Roll Activities (continued) Exercise steps At least one Resolution Code must be selected for all QA Activities before they can be closed. One or more resolutions can be selected. There are specific resolution codes for QA activities and QA resolutions are used only for QA activities. All QA resolutions begin with QA. An activity cannot be closed if a resolution code was not entered. Actual End field is auto-populated with date and time, based on when the Status is changed to Closed. Closed activities cannot be reopened. 8. Click in the Resolution Code field to add one or more resolutions. 9. Click. 10. Click and select the resolution, code QA Passed. 11. Click OK. 12. Click in the Status field and select Closed. Note: This closes the truck roll activity. Exercise steps In this scenario, the technician completed the QA Truck Roll Activity and determined the inspection failed and a follow up activity is required. Scenario: Close and Create a QA Follow Up Activity 1. Navigate to the QA Truck Roll Activity. 2. Click in the Resolution Code field to add one or more resolutions. 3. Click. When the nightly QA Follow Up batch job runs, it will automatically generate the QA Follow Up Track Roll Activity back to the originating HSP. 4. Click and select the resolution, code QA Follow Up Required. 5. Click OK. 6. Click in the Status field and select Closed. Note: This closes the truck roll activity. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 65
Section 10 10 minutes Evaluation Forms Distribute evaluation forms and have participants complete them before leaving classroom. Getting Started Ensure participants are clear about what they should do when they return to work to get started. The User Provisioning team is working on the process for sending users their user IDs and passwords and instructions on how to access Rio. Show users how to log out properly, using File > Log Out. Further Support Discuss the support model being implemented. Congratulations Thank participants for attending course and wish them well. Course Summary Evaluation forms provide critical feedback on the relevance and quality of each training course. This feedback is used to ensure quality training is delivered to all participants. After returning from training, perform the following tasks to get started: 1. Log on to Rio. 2. Change your password from the default, assigned password. 3. Verify you have the appropriate screens and views for your job. 4. Customize your columns displayed at any time. If you encounter issues with Rio following training, perform the following steps to initiate support: 1. Read the appropriate sections of the Classroom Guide and Quick Reference Card. 2. Contact your local FPM and request assistance. 3. Contact the DIRECTV Support Center at 1-888-776-7888. Congratulations on completing Rio training! Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Page 66