CRMUG SIG: Public Sector Using Knowledge Base features to Document Processes and Procedures

@CRMUG About Winona State University  Located in Southeastern Minnesota  Founded in 1858  Typical Fall Enrollment around 8,700  65 Undergraduate & 12 Graduate programs  Popular programs include Nursing, Teacher Education, Business Administration, Exercise & Rehab Science, Composite Engineering

@CRMUG Part of MnSCU Minnesota State Colleges and Universities 31 Community Colleges, Technical Colleges and State Universities One of two systems of public higher education in Minnesota. The other is the University of Minnesota

@CRMUG Our CRM Implementation  On-Premise, version 2011  Started implementation in Fall 2012 and went live in June, 2013  Many custom entities integrating to our Student Information System  Conversion to version 2013 anticipated this Summer

@CRMUG What are Articles Articles are user-created documents intended to provide CRM users with a repository of information (Knowledge Base). Articles are managed through the Service menu in CRM. Articles can be enhanced by attaching supporting documents with a SharePoint Integration.

@CRMUG How Can Articles be Used ?  Instructions on how to use CRM in your organization  Document internal policy and procedures  Provide service personnel with answers to common issues and questions  Formalize the process for approving documents  Use as the basis of a web-based FAQ system  Attach to a Service Case  Send as part of an

@CRMUG Features of Articles  Articles are stored within the CRM data base  Organized by subject matter  Formatted via article templates: – Procedure – Question & Answer – Solution to a Problem – Standard KB Article  Articles exist in different states – draft, unapproved, approved – as part of an approval process  Extensive article search features included in CRM  Little change from version 2011 to version 2013

@CRMUG Subjects Business Management  Settings 

@CRMUG Subject Hierarchy

@CRMUG Subject Details

@CRMUG Accessing the Knowledge Base

@CRMUG Search For Articles  Lookup by article number  Search by Keyword  Filter by Subject  Search for word within title  Search for word within body of article  Modifiers to limit search by subject, require exact wording, or match on similar words

@CRMUG Search for Articles

@CRMUG Demo: Article Search

@CRMUG Article Templates Templates  Settings 

@CRMUG Demo: Article Templates

@CRMUG Article Approval Process Create Draft Submit Approve or Reject? Review Unapproved Reject Revise Draft State Unapproved State Approve Published State Add Comment

@CRMUG Demo: Article Creation

@CRMUG AskWSU  Website built by WSU developers that interacts with CRM Knowledge Base features  Used by Student Support Services to assist with answering questions  Provides 24x7 self-service resource  Constantly updated, revised

@CRMUG AskWSU  Responsive website design  Flexible search  Submit Questions  Live Chat  Trending articles  Feedback Feature  Links to other resources  Records usage for analysis

@CRMUG AskWSU Architecture  Hosted on-premise  ASP.NET MVC framework running under IIS for front-end  SQL Server back-end to store click data  Views into CRM data base to read subjects and articles

@CRMUG Demo: AskWSU

@CRMUG WSU Article Enhancements

@CRMUG AskWSU Usage Statistics

@CRMUG AskWSU Feedback

@CRMUG AskWSU Submitted Questions

@CRMUG What’s Next for AskWSU  Case Integration – Automated Case Creation – Automated Case Assignment based on subject and/or type of customer – Case escalation based on lapse of time  Use version to manage departmental processes and procedures

@CRMUG Questions ?

@CRMUG Scott Guthrie Data Services Winona State University Maxwell 148 P.O. Box 5838 Winona, MN Phone: Web: