1. Introduction to the Online Help Desk
Unit Liaison Meeting
June 19, 2009

2. Agenda What is the Online Help Desk
Impact on your customer support experience
A look at the application
Resources

3. A New Support Option
~NEW~
Phone
Web Interface

4. What is the Online Help Desk
Web interface that allows end users to submit and track issues and questions that need to be addressed by Support Staff
~ Same People. Same Great Service. New form of contact ~

5. End User Input
UL Focus Group was conducted last fall and recommended pilot participants
Pilot Group represented all three campuses and provided valuable feedback on:
Login screen clarification
Restructure Summary Questions
Customer service that resulted in “behind the scenes” changes

6. Advantages Ability to submit a question or issue at your convenience
Real time details associated with your issue or question
Status
Assigned support staff
Specific tracking number associated with your issue
Closed issues become a future resource

7. What Does Not Change Commitment to Customer Service
Hours of support remain M-F 8am – 5pm
Ability to phone or the Help Desk continues to be available

8. Getting Started http://www.mais.umich.edu/online_help_desk/
Single launch page that includes support material
Ability to create a “shortcut” on your desktop directly to Online Help Desk once you are comfortable using it
Available from the “Help” link on the MAIS web site
You will need to login even if you have already logged into Wolverine Access
Login ID and Password is the same as Wolverine Access

9. The Main Screen Quickly view STATUS
Look at ALL or just your OPEN issues
Work Info is a place to type in follow-up questions or respond to inquiries from support staff.
Use the VIEW button to open the record
Sort your records by clicking in the column heading
Broadcast offers future enhancement opportunities for us to share critical information

10. Opening a New Issue
Select the Summary that best fits your situation from the drop down menu
Add additional details in the Notes field
Select a value that represents how quickly you need this resolved
If appropriate, select a Date Required
Add Attachments of screen shots, reports or other documents that will help facilitate resolving the issue

11. How is the Issue Worked
The issue is “queued” for a support person to respond
If needed, your request is routed to appropriate support group for response
You are provided resolution information, which may be in the form of:
Work Info entry in the record
Phone call from support staff
from Customer Support

12. Need Information About Using The Online Help Desk?
The Launch Page
Job aids
Getting Started Guide
Walk through simulations
MAIS Help Desk ( ) can answer questions regarding the use of the Online Help Desk