 13.5 years at Kinetic Data  Phone:  Linda Koestler Director of Technical Services Fun fact! “What was the first use of the Punch Card?”. Used to gather information for the 1890 US Census …”…”

3 Way back machine

Kinetic Fulfillment Technical Presentation

5 Kinetic Fulfillment  Creates and Manages Assignable Tasks  Assign to Group or Individual  Application Built on Kinetic Request  Implements your workflow processes  Utilizes the power and flexibility of Kinetic Task

6 Topics  Work Order Form – what is it and how is it used?  Work Order Processes  Task Trees  Sub Processes or Sub Trees  Child Processes  Fulfillment Console  Bundle Code Fundamentals  Application Demonstration  Questions and Answers Kinetic Fulfillment

7 Where it all begins  Customer submits Request iPad service item Kinetic Fulfillment

8 Where it all begins  iPad Request post submission processing begins Kinetic Fulfillment We will focus on the Procure Tablet fulfillment task

Agent Experience

10 Fulfillment Console

11 Fulfillment Console

12 Complex, Rigid, Generic Applications

13 Kinetic Fulfillment

Work Order Processes

15 Tablet Request Workflow Process Request a Tablet Manager Approval Purchase Tablet Deliver Tablet Complete Request Get Address Send Notification Tablet Request Assignment Purchase Tablet Work Order Complete Complete SLA Update Requester Update CMDB Continue Request

16 Work Order Workflow Process Complete SLA Update Requester Update CMDB Purchase Tablet Work Order Create Complete Assignment Acknowledge Status Due Date Update SLA Assignee Continue Request

17 Reusability and Sharing Complete Assignment Status Change Complete Acknowledge Processes/Sub TreesWork Order Request Tablet Request Purchase Tablet

18 Task Sub Trees  Use them for reusable processes  SLA calculation and notification  Notifications for technicians  Assignment processes  Spawn additional sub processes or Work Orders Reusability and Sharing

Work Order Service Item Configuration

20 Built on Kinetic Request Kinetic Request Bundle Bundle Packages

21 Bundle code structures  Example of code structure within Bundle/Theme  \kinetic\themes\your_theme_name  A look inside the fulfillment package Kinetic Fulfillment

22 Work Orders

23 Work Information ▪Share information and attachments ▪Public or Private ▪Multiple entries per Work Order

24 Configuring the Fulfillment Application  \kinetic\themes\air_fulfillment_development\packages\fulfillment\config\config.jsp Kinetic Fulfillment

25 Kinetic Fulfillment StandardSpecialized

26 Standard Work Order vs. Specialized Use  Utilize basic Work Order to serve most of your needs  Create specialized Work Order to capture process driven data  Capture data specific to a process  Pass that data downstream to other processes  May contain task trees with specialized processing  Done by building Work Order service items  Task tree configuration determines which Work Order is utilized Kinetic Fulfillment

27 Specialized Use Work Order  Clone Standard Work Order  Add questions to the Complete Section  Gather information specific to the process  Task tree configuration controls when the specialized Work Order is used. Kinetic Fulfillment

28 Standard Work Order vs. Specialized Use  Procure Tablet is a specialized Work Order  Deliver Tablet is a standard Work Order Kinetic Fulfillment Name of Work Order

29 Kinetic Fulfillment

30 Words of Wisdom  Start with process as it is today, automation can be done at a later phase  Use Work Orders to replace , phone call and post it note fulfillment process  It’s OK to break up fulfillment processes in delivery phases. Start out simple and build up from there. Kinetic Fulfillment

31 Plug for Kinetic Info  Can provide KPI for Fulfillment and SLA statistics

32 Plug for Kinetic Info  Easy to read charts can  Provide quick view to SLA statistics  Help queue managers make task assignments  Forecast staffing requirements

33 Kinetic Fulfillment

34 Contact  Contact Information  Linda Koestler    community.kineticdata.com