MYFSU SERVICE CENTER - its.fsu.edu

INFORMATION TECHNOLOGY SERVICES

PGM Readiness Workshop 3 – Getting Ready to Launch

MYFSU SERVICE CENTER


WORKSHOP GOALS

• Ensure you as a Provider Group Manager (PGM) feel informed, prepared, and supported in moving to the new myFSU Service Center on October 26.


AGENDA

o List, Reports, Dashboardso ITS Service Catalog and CTDso Case Management Reviewo Parent/Child Caseso Knowledgeo Next Stepso What's Next


PEOPLESOFT CRM

• As of October 26, the PeopleSoft CRM will be available to close or move existing cases to the new myFSUService Center through winter break.

• If accessing from icon on myFSU Portal, individuals will be routed to a bridge page where they can select either PS CRM or the new myFSU Service Center


o Go to: https://fsu--fsudata01.my.salesforce.como Forget your username, add your FSUID before @o [email protected] Forget your password, click on

o Forget Password to Reset.

LOGIN AND ACCESS

LISTS, REPORTS AND DASHBOARDS


OVERVIEW OF "REPORTING" OPTIONSList Views: For an understanding of what your team is working by individual, queue (provider group) or Service Offerings.o Can quickly filter records and take some action from a

list, example: change record type for multiple cases.o Data can't be exported.Reports: Created from same fields as list views and used for analytics and managemento Data can be exportedDashboards: Collections of multiple reports displayed visually as charts, tables. Provides snapshot of key metrics.


WHO CAN ACCESS WHAT DATA FOR LISTS AND REPORTSo Agent or provider group managers with access can

report on and create lists on almost any data they can view.

LIST VIEWS


List views are the fastest way to get a snapshot of cases by individual, by queue, etc.

o My Caseso Your Provider Group from All Other Listso Create a Personalized List Viewo Recently Viewed (default)o All Cases or All Open Cases

LIST VIEWS FOR CASES AND QUEUES


PERSONALIZING LIST VIEWS

Personalizing a list view allows you to add:o Team members/Case Owners (not using Use Active

Assignments Rules)o Team members/Case Owners not in the same queueo Other queues you manage

.


PERSONALIZING LIST VIEWS

o Managers and individuals in multiple queues can benefit from quick insightinto Case Status with a personalized list view.

o myFSU Service Center - Glossary of Fields for Lists and Reports. This guide will be published in the myFSUService Center with training documents and Knowledge articles

Follows these stepso Create a clone from

and existing list viewo Add Team

Members/Case Owners or Queues


HOW TO CLONE A LIST VIEW1. Click on Cases drop-down2. Select All Cases to open the list view3. Click on All Cases4. Enter name of your queue in search field (example: ITS-Service Desk)5. Click on the queue name6. Click the settings icon (gear)7. Click Clone from dropdown list8. Enter a name for the list.9. Select Only I can see this list*10. Click Save. Your individual list has been created. Click Save* Note: PGMS and agents are unable to share their list view. Instead, individuals can make their own personalized copies of available lists.


HOW TO ADD CASE OWNERS & QUEUES1. Click Add Filter to update the list using the combination of Field, Operator and Value2. Click the dropdown at the right of Field3. Select Owner Name to add either the following filter(s) to the existing list filter4. Enter the names of your team members or your queue(s) separated by commas in the field below equals5. Click Done6. Click Save at top rightNotes: Based on default list rules, the list displays only Open cases as the filter is set to Closed equals FalseFor information on available cases and filter fields, see myFSU Service Center – Glossary of Fields for Lists and Reports.


CREATE YOUR DEFAULT PIN LIST VIEW

o The default pin list is the Recently Viewed list.

o If a new list is pinned it will load as your default view.

1. Click on Cases2. Click on drop down next to the name of displayed list view.3. Search for and click on name of the list from the search field.4. Click the Pin icon.

Note: While you can only have one pinned list, your Cases drop down displays all your Recent lists for easy access.

.


APPLY YOUR LEARNING

How comfortable are you with this process? Could you follow along with recording and instructions?What questions do you have?

REPORTS


REPORTS AT LAUNCH

o A few report templates are available for launch and others will be developed based on need.

o Additionally, we will gauge interest in additional reporting training.

o For questions to CET, create a case in myFSU Service Center and assign:o Category – IT Support Serviceso Type - Application Developmento Detail - Community Engagement (Salesforce)


CURRENT PSCRM REPORTS

o ITS Weekly Escalations and Weekly FSU Service Center (CRM) Statistics Report

o Open Cases Dashboardso Use your Provider Group List Views

o Any list view which shows date last modified with the individuals you need to monitor

o Make a copy of default report Case 7 days without update. (demo and instructions follow)


ITS WEEKLY ESCALATION REPORT

o Currently reviewing whether weekly emails with statistics from PSCRM will continue

o Once in myFSU Service Center on October 26th the following will take place:o Managers will be access similar data using lists and

reportso ELT will receive equivalent of these reports as a

dashboard view


NEW REPORT TEMPLATES

Service Offering Report: Review cases based on Service/Service Offering data.

Cases 7 days w/out Update: Template report used to view cases with your agents/groups outside of the ITS case guidelines.

Team/Agent Workload Report. Template report used to view open cases owned by your groups/agents. Use OR filter logic for each Queue/Role/Agent reporting is needed for.


REPORT FOLDERS

o Templates will be in the myFSU Service Center Templates folder

o Personalized copies should be saved in Private Reports


CREATE A REPORT FROM TEMPLATE

o View the myFSU Service Center -Glossary of Fields for Lists and Reports.for details on fields and columns.

Follows these steps to create your areas report for Cases 7 days w/out Updateo Create a clone from a

report templateo Add Team

Members/Case Owners or Queues


CREATE A REPORT FROM A TEMPLATE

1. Click on Reports at top of dashboard in navigation bar2. Click on Shared with Me on the left3. Click on myFSU Service Center Templates4. Select from available report templates (Ex. Cases 7 days w/out update)5. Click on the name of report to copy6. Click on drop down arrow next to Edit at top right of page7. Click Save As from drop-down8. Enter following fields, Report Name, Report Unique Name (not required and report name will default) and Report Description9. Click Select Folder10. Click All Folders11. To save the report so that anyone can access it, select Public Reports folder. To save the report in a private folder, select Private Reports folder.12. Click Select Folder13. Click Save. You have now created a duplicate, continue to next steps


HOW TO ADD CASE OWNERS & QUEUES1. Click Edit at top right of page2. Click on Filters from filter section at left side of the page3. In the filter field, search for filters from available Case Information4. Click on Case Owner to add either the following filter(s) to the existing report filters5. Enter the names of your team members or your queue(s) separated by commas in the field below equals6. Click Apply7/ Click Save and Run at the top of your screen.NOTES - Add a checkmark in the Locked field to lock filters from being removed. To maintain private ownership for Public Reports (to share with team members or others), locking fields is recommended.Your cases will appear on the right-hand side of your screen, grouped by Last Queue and Case Owner.

DASHBOARDS


DASHBOARDS AT LAUNCH

o Open Cases Dashboard with all caseso Efforts will continue on dashboards post launch


HOW TO VIEW ALL OPEN CASES FROM DASHBOARD1. Click on Dashboards in your navigation bar or menu2. Select All Dashboards on the left3. Click on myFSU Service Center Open Cases. To update

dashboard, click the Refresh button. Note: You cannot refresh a dashboard more than once a minute

4. Click the Subscribe button, to receive emailed results from this dashboard

5. Select Frequency and based on this selection update for Time, Days, or When for how often to refresh

6. Check bot next to Receive new results by email when dashboard is refreshed.

7. Use Edit Recipients to add others to the email.8. Click on drop-down arrow next to Dashboards click

on myFSU Service Center Open Cases whenever you wish to view dashboards. Remember to refresh.

CASE MANAGEMENTREVIEW


CROSS WALKS AND ROUTING RESOURCESo Review presentation and recording from focused

presentation on ITS Service Catalog, CTDs, Queues and Routing

• Resources will be posted in Quick Links in myFSUService Center

• How to find your queue and associated Category, Type and Details• Salesforce_Case_Routing, Rule• Support Cheat Sheet for ITS (condensed version)


SERVICE REQUEST VS. INCIDENT

o FSU Service Requesto I need something

o I don’t have something I need or I need something newo Examples: computer, website, communication

o FSU Incidento Something is broken

o I have something and it not working as expectedo Examples for ITS: Password reset, WIFI is not working

o Some nuanceso Anything that doesn't work as anticipated (system error

so I can't reset my PW) = Incident.o I need something that isn't broken (such as I need my PW

reset) = Service Request.


CASE PRIORITY

o These are the case priorities:o P5 - Lowo P4 - Mediumo P3 - Higho P2 - Criticalo P1 - Major Incident

Note: Priority descriptions are not listed on drop-down. View Incident Priority Model for additional information.


HOW IS CASE PRIORITY CALCULATED?

Calculations are determined by:Urgency + Impact = Priority

*If Impact is not selected Priority will default to P3o What makes a case a P1 – Major Incidento What makes a case a P2 – Critical

Note: Priority plays a bigger role with Incidents than Service Requests


Priority

Critical Impact

Campus-wide or multiple locations’ business critical service down

Major Impact

Campus-wide service working, but degraded performance or function Single location’s service completely down Single VIP user affected

Minor Impact

Single location’s service degraded 2-9 users

Small Impact

Non-VIP Single user affected

Immediate Urgency

No viable or complex alternative solution/workaround Significant financial/reputation risk or implications User submits “Immediate” urgency or indicates emergency on Service Desk phone call

1 Major Incident

2

3

3

High Urgency Moderately complex alternative resolution/workaround Moderate financial / reputation risk or implications User submits “High” urgency

1 Major

Incident

2

3

4

Medium Urgency Easy alternative solution/workaround Failover in place Low financial/reputation risk or implications User submits “Medium” urgency

2

3

4

5

Low Urgency Easy alternative solution/workaround Failover in place Minimal financial/reputation risk or implications User submits “Low” urgency

2

3

4

5

INCIDENT PRIORITY MODEL

KNOWLEDGE


KNOWLEDGE UPDATE

We anticipate growing the use Knowledge in myFSU ServiceCenter over the coming months.

At launch, Agents and PGMS have access to create new articles and suggest edits to existing knowledge articles. If edits are made to an existing or new articles in myFSU Service Center they will route to a Publisher for approval.

At launch, the Publishers areo For ITS, Brooks Johnson, Change Leadership and Planningo For Campus Partners, Nick Thomas. Community Engagement

Technologies

Anticipate receiving new information on knowledge and future knowledge training sessions in mid to late November.

PARENT CHILD CASES


PARENT CHILD CASES

• This relationship allows for cases to be all related to one overarching case.

• For example: When a scheduled maintenance /outage is going to occur with a service, the service provider can create a parent case so if any users report an outage, agents can create child cases.

By creating a new case within the parent:1. Locate an existing case or create the case

that will serve as the Parent case.2. From the Related tab on a case, go to

the Related Cases section3. Click New4. Select a record type then click Next5. Fill out the new case form and click Save.Note - The child case is now listed within the Related Cases section of the parent case.By relating an existing case:1. From a case to relate to a parent case, go

to the Parent Case card2. Use the Search Cases field to enter or

search for the number of the parent case3. Select the appropriate case numberNote - The parent case’s details will appear in the Parent Case section of the child case.


CLOSING A PARENT CASE TO CLOSE ALL RELATED CASES

• Once the issue with the cases are resolved, an agent can close the parent case to close all child cases.

1. Open the parent case record for which you want to close multiple child cases.

2. In the upper right-hand corner, click the Close child cases button.

3.Review the information of the child cases, then click Next.

4. Click the Close reason screen dropdown to select the Close Reason for the parent case, enter any resolution comments to appear on the parent case, then click Next.

Note: All associated child cases will be closed with closed reason, ‘Closed by Parent.’

5. Click Next, then click Finish to close the parent case and all associated child cases.

PGMS NEXT STEPS


View and confirm members of your queue by:o Click Settings gearo Click Setupo Search for Public Groups in Search Set-up or Quick Findo Click Public Groupso Find and select your queue nameo Verify list of users in the public group

o Send requests for changes to CET via myFSUService Centero Category – IT Support Serviceso Type - Application Developmento Detail - Community Engagement (Salesforce)

HOW TO CONFIRM INDIVIDUALS IN A QUEUE


NEXT STEPS

o Work with Agents to ensure comfort with you CTDs.o Once in Production

o Create Personalized List Viewso Create 7 Date Reporto View Queue and ensure all members are identified.


WHAT'S NEXT

Encourage you to create cases in the sandbox. Try casesyou are entering today in your current system.

Visit our project website frequently for the following updates:o Training documents and recordingso Register for upcoming Pre and Post Go Live Clinics from

October 19 through October 30

Additional resources in the myFSU Service Centero How to Knowledge articles for new featureso Cross-Walk for CTDs and ITS Service Catalog from current

to future stateo Case Routing Information.


REMEMBER TO LOG QUESTIONS

o After the sessiono For questions to CET, create a case in myFSU

Service Center FSUdata01 or Production and assign:o Category – IT Support Serviceso Type - Application Developmento Detail - Community Engagement (Salesforce)

THANK YOU!

Documents

MYFSU SERVICE CENTER - its.fsu.edu