askuwa Recording Student Advice User Guide RightNow Version February 2011

Transcription

1 askuwa Recording Student Advice User Guide RightNow Version February 2011

2 Contents INTRODUCTION TO ASKUWA...1 HOW TO LOGIN TO ASKUWA...2 HOW TO RECORD ADVICE...4 METHOD 1: FROM THE STUDENT S CONTACT RECORD...4 If Selecting Response...5 If Selecting Customer Entry or Private Note...9 METHOD 2: FROM THE BLANK INCIDENT TEMPLATE...11 If Selecting Response...14 If Selecting Customer Entry or Private Note...15 ADDING TO AN EXISTING INCIDENT...16 SENDING A RESPONSE USING STANDARD TEXT...17 THE INCIDENT SCREEN...19 Subject Line...19 Contact...19 Status...19 Reference #...19 Assigned, Category and Queue...19 Messages...20 staffconnect / Internal Academic Record...20 Attachments...21 UWA Directory...22 Forward to SME...22 Contact Info...22 Re Queue...22 Audit Log...22 Help...22 THE STUDENT CONTACT SCREEN...23 Incidents...23 General Notes...23 staffconnect / Internal Academic Record...23 Help...23 PRIVATE AND GENERAL NOTES...23 PRIVATE NOTES...24 GENERAL NOTES...25 STATUS SELECTIONS...26 SUPPORT AND ASSISTANCE...27 CHANGING YOUR PASSWORD...27 EXITING THE SOFTWARE...29 ONLINE SUPPORT...30 CONTACT THE ENQUIRY MANAGEMENT TEAM...30

3 Introduction to askuwa askuwa is an online inquiry and content management solution which enables students, staff and the public to: Find answers to frequently asked questions by searching stored information; Submit a question to a staff member. The question is automatically routed to the appropriate section for action; Manage their inquiries by providing a personal area where their questions are stored and responses to questions can be reviewed; and Provide feedback on the information provided and suggestions for improvement. From 2012, student advisers University-wide will also use askuwa to record and share the advice they provide to students. askuwa is powered by RightNow CX 1, a cloud-based platform that enables the University to engage directly with our students through great web and contact centre experiences. This User Guide introduces you to the first version of askuwa, for recording advice. It explains how to record the advice you give to students; provides an overview of the screens and functions and explains who to speak to should you need any further training or assistance. A range of enhancements will be rolled into the system during Your feedback and suggestions for improvements are welcome. Julie Millias Senior Administrative Officer (askuwa) Phone: julie.millias@uwa.edu.au 1 The CX in Right Now CX stands for Customer experience

4 Getting Started How to Login to askuwa Click Start Go to Programs RightNow RightNow (ipoint) or Double click on the RightNow logo on your desktop: Login in using your user name and password Notes: Contact the Enquiry Management Team on x4244 for login help Your askuwa password and is not linked to Pheme. There is no expiry date on your askuwa password. Hint: You can place a shortcut to RightNow (ipoint) onto your desktop by right clicking on RightNow (ipoint) in the start menu and selecting Send to then Desktop. Alternatively, you can drag and drop an icon onto your desktop. 2

5 Your askuwa username Your username is made up of your initial and surname all in lower case You will be advised of your password. You will be required to change your password the first time you enter the RightNow console. (See page 27 for how to change your password.) Check the Remember Me box if you would like to save your login details. Once you have logged in, the Support Console will open. The default display is the Queues screen. 3

6 How to Record Advice There are two methods for recording student advice. Which method you use will depend on what information you have in front of you and, to a large extent, personal choice. Method 1 Method 2 Where to Begin Student's Contact Record Blank Incident Template When to Use You need to have the student s full incident history in front of you prior to recording student advice. You d like to commence recording student advice immediately. Method 1: From the Student s Contact Record Step 1 Find a Student s Contact Record You can search using a student ID, student name or address. Go to Quick Search in the left column and select Contact Quick Search from the drop down list. Enter your search criteria and click the Search button. This will display the student s contact record. For more information about the contact screen, see page 23. Step 2 Add a New Recording Click Add New under the Incidents tab. 4

7 A blank incident template will open. All fields will be pre-filled except for the Subject line. Type in a meaningful Subject line. For an explanation of the incident screen, please refer to page 19. Step 3 Select the Entry Type to Add Click Add under the Messages tab and select the type of entry you want to record. For an explanation of each selection and the different entry types, please refer to page 20. Step 4 Enter in a Message Follow the relevant steps according to whether in Step 3 you selected Response, Customer Entry or Private Note. If Selecting Response Type in your response. Once you have finished composing your response Tick the Send on Save box. You will notice that the status will automatically change to Solved. Click OK 5

8 Hint: You can add a Private Note if you want to inform your colleagues about something specific to do with the incident (see page 24 for more information about notes). 6

9 To save the record and the student, click Save or Save & Close. This will send an to the student s UWA account. IMPORTANT: If you close the record without saving, the system will prompt you with the following message: 7

10 NOTE: If you do not tick the Send on Save box, the system will save your record but will not your response to the student. This can be checked via the Incident tab on the Contact record. If your new incident is in an Unresolved status, it may not have been ed. Checking if a Response has been Sent Open the incident and check the Audit Log tab. If your response has been successfully ed it will read Response Sent and list the address your response was sent to. 8

11 If Selecting Customer Entry or Private Note Type in your entry Once you have finished composing your entry Change the Status to Solved. Click OK For an explanation of the difference between a Customer Entry and a Private Note, see page 20. 9

12 To save your entry, click Save or Save & Close. An will not be sent to the student. Hint: You can add a Private Note if you want to inform your colleagues about something specific to do with the incident. (See page 24 for more information about notes.) NOTE: You do not need to check the box Send on Save as you are not ing this entry to the student. IMPORTANT: If you do tick the Send on Save box, the system will prompt you with the following message. If you select Yes your Customer Entry will be ed to the student. 10

13 Method 2: From the Blank Incident Template Step 1 Create a New Incident Open a blank incident template by clicking on New and select Incident. Step 2 Associate Incident to a Student Add in the Contact (the student s name) by clicking on the search icon For an explanation of the incident screen, please refer to page

14 You can search using a student ID, student name or address. Type in your search criteria and then click on Search The student s name will now appear as the Contact. If you need to view the student s incident history: Open up the Contact record. You can do this by clicking on the student s name and selecting Open. For more information about the contact screen, see page

15 Step 3 Enter in a Subject Type in a meaningful Subject line Step 4 Select the Entry Type to Add Click Add under the Messages tab and select the type of entry you want to record. For an explanation of each selection and the different entry types, please refer to page

16 Step 5 Enter in a Message Follow the relevant steps according to your selection from Step 4: If Selecting Response Type in your response. Once you have finished composing Tick the Send on Save box. You will notice that the status will automatically change to Solved. Click Save or Save & Close. This will send an to the student s UWA account. Hint: You can add a Private Note if you want to inform your colleagues about something specific to do with the incident (see page 24 for more information about notes). 14

17 If Selecting Customer Entry or Private Note Type in your entry. Once you have finished composing Change the Status to Solved. Note: You do not need to check the box Send on Save as you are not ing this entry to the student. To save your entry, click Save or Save & Close. An will not be sent to the student. For an explanation of the difference between a Customer Entry and a Private Note, see page 20. Hint: You can add a Private Note if you want to inform your colleagues about something specific to do with the incident (see page 24 for more information about notes). IMPORTANT: If you do tick the Send on Save box, the system will prompt you with the following message. If you select Yes, your Customer Entry will be ed to the student. 15

18 Adding to an Existing Incident Previous incidents can be re-opened to add more information or to send a response to the student. Step 1 Find a Student s Contact Record You can search using a student ID, student name or address. Go to Quick Search in the left column Select Contact Quick Search from the drop down list. Enter in your search criteria and click on the Search button. This will display the student s contact record. Step 2 Find the Incident to Open Find the incident you would like to edit and click Open. Refer to the steps outlined on page 4 onwards if you would like to send a response, or record a customer entry or a private note. 16

19 Sending a Response using Standard Text Standard Text, Smart Assistant or Knowledge Base tools can be used to create efficiencies and a consistent professional response. Standard Text Click on the Standard Text button and select an appropriate incident text. Click OK and it will be automatically inserted into your response. Contact the enquiry management team if you would like to create new standard text. SmartAssistant 17

20 Click on the SmartAssistant button to search the knowledge base and return a suggested answer that may help in your response. Search Knowledge Base Press the Search Knowledge Base button if you want to manually search the knowledge base. You can filter your search as appropriate. 18

21 The Incident Screen The Incident screen is where student advice is recorded. It contains a number of fields; some are pre populated, some are read only and some are compulsory fields where you must add in data. Subject Line The top of the screen contains a compulsory Subject line. It is important this subject line contains a meaningful explanation of what the incident is about. This makes subsequent searches for student information easier. The subject line does not need to contain the student s ID number or name, as the incident will automatically be associated with the student. Contact The Contact field is compulsory as it indicates the name of the person the incident is associated with. Once a name has been selected, the Student/Staff No., Course Code and Faculty Responsible will be automatically filled with the student s details. These are read only fields that cannot be edited. Status The initial Status is Unresolved., This can be changed to a number of selections; depending on what stage the incident has reached. Statuses are explained in more detail on page 26. Reference # The reference number is a unique number generated by the system. It is made up of the date followed by a sequence number the incident was created on the 10 th September indicates it was the 15 th incident generated on this date. The reference number is a read only field. Assigned, Category and Queue These three fields will be automatically filled with your details when a new incident is created. 19

22 The middle of the screen contains a number of tabs to help you record student advice. Messages This is where you type the advice you want to record. The Add button lets you select the appropriate channel to record the advice: Response if you add a response you will be ing the student and retaining a record of the advice given. NOTE: You must tick the box Send on Save to your response. (See page 8.) Customer Entry you can select the channel by which the customer entry came through (Phone, Fax, Post etc). A customer entry is viewable by staff and the student. However, it will not be ed to the student. It will appear under the tab Your Account when the student logs in to the askuwa website via Pheme. Private Note a private note can be added to the incident to provide your colleagues with more information about the situation. A private note is not viewable by the student. staffconnect / Internal Academic Record The staffconnect tab will prompt you for your Pheme login and take you the Student Information Management System where you can view the student s details held on staffconnect. The Internal Academic Record tab will open up the student s Internal Academic Record. 20

23 Attachments This tab allows you to add attachments which can then be included in your to the student. Sending attachments is a two-step process: Step 1 Browse for your File Load your attachment/s under the Attachments tab by selecting Add Files and Browse. Step 2 Attach the File to the Message Go to the Messages tab and click on the blue side bar, which turns orange when you place your cursor over it. This will open up a small screen with an Attach button. 21

24 Click Attach and tick the file/s you would like to include in your message and OK. NOTE: It is recommended forms should not be sent via this method. A hyperlink to the webpage containing the form should be included in your message to the student. UWA Directory A link to the UWA Contact Directory has been included to make it easier to look up a colleague s UWA contact details. Forward to SME The incident can be forwarded out of the system to a specific person who does not have access to askuwa (RightNow) e.g. a Unit Coordinator. Contact Info This tab contains student information taken from SIMS. This tab will be enhanced in future versions of askuwa. Re Queue This tab is used in enquiry management but when recording advice do not re-queue to another area or staff member. Audit Log The audit log records all saved information. It is helpful to check the audit log of you want to confirm your message has been ed to the student. Help Short user guides are available within the askuwa console under the Help tab. Click on the required tab within Help to read the guide. 22

25 The Student Contact Screen The student s Contact record displays general information about the student and their full incident history. From this screen you can look up previous communications held with the student. You can also generate a blank incident template if you want to record advice. (See page 4). At the top of the screen is the student s general information taken from SIMS. These are read only fields. Incidents The middle of the screen contains the Incidents tab which displays the student s communication history. There will be a mix of online enquiries (generated by the student) and advice recorded by a student adviser. From here, you can see why having a meaningful Subject line is so important. You can also generate a blank incident template to record student advice by using the Add New button as outlined on page 4. General Notes General Notes can used to clarify information about the student. These notes are not viewable by the student but are viewable by your colleagues. staffconnect / Internal Academic Record Access to staffconnect and the Internal Academic Record is available from the student s contact record once you have logged into Pheme. Help Short user guides are available within the askuwa console under the Help tab. Click on the required tab within Help to read the guide. NOTE: Single Sign-On (SSO) is used. Once you have logged into SIMS you do not have to login again. Private and General Notes 23

26 There are two different types of notes which can be used within askuwa and each has a specific purpose. Both types of notes are not viewable by the student; however, they are viewable by your colleagues. Private Notes A Private Note is attached to an incident. To Add a Private Note to an Incident Click Add and select Private Note from the drop down list. Type your note, then Save & Close to record your note. 24

27 General Notes General Notes are attached to a student s contact record within askuwa. To Add a General Note to a Contact Record Go to the General Notes tab. Click on Add. A Contact Note will open up. Type your note Click OK, then Save & Close to record your note. 25

28 Status Selections You can select from a number of Statuses to indicate what stage the incident has reached. In the majority of cases, the status will be auto filled for you or you will select Solved. Status Name Status Type Function Ongoing Ex askuwa Solved Primarily used by IS (Library) for complex incidents that require a number of interactions with the client (e.g. via phone, counter visit etc). This enables the incident to be placed in the solved queue and communication with the client to continue. Feedback Received Solved Administrative (EM Team Only) Solved Solved Change the status to Solved when you can respond to the query with the information required. Spam Unresolved If an incident appears to be spam, use this status to notify the EM Team the address needs to be blacklisted. Student Adviser Unresolved Used to escalate an incident to a Student Adviser Student Adviser (Science Only) Unresolved Only used by Science to escalate an incident. Subject Area Ref Unresolved Use Subject Area Ref to escalate an incident to a Tier 2 staff member. Team Leader Unresolved Used to escalate an incident to a Team Leaser Unresolved Unresolved This is the status given to an incident by the system when it first comes into the queue. Updated Unresolved When the client responds to your request for more information the status gets changed to Updated by the system so you can see the client has replied. Forwarded to SME Unresolved When an incident is sent to a Subject Matter Expert outside of the askuwa system. Enquiry Mgt Team Unresolved Administrative (EM Team Only) Pending Information Waiting Use this when you need more information from a colleague or someone outside of the askuwa system e.g. Timetabling. You will respond to the client once you have received the information you need. Waiting for Client Waiting Use this when you need more information from the client. The system will automatically change the status to Waiting for Client as soon as you start to type your response. 26

29 Support and Assistance Changing your Password You can change your password at any time. To change your password: Click the RightNow logo on the top left of the screen. Click RightNow CX Options. 27

30 Click Password and tick the box Change Password. Enter your Current Password, New Password and Confirm New Password. Once you have entered a valid password click on OK. Notes: Your password must meet certain criteria. The system will prompt you if the password you ve created does not conform. You have five login attempts before you are locked out of the system. Your askuwa password is not linked to Pheme. If you forget your password, or are locked out of the system, contact the Enquiry Management Team on x

31 Exiting the Software To correctly exit the software and close your askuwa session you can either click on the [X] top right of the screen, or click on the RightNow icon, top left of screen and select Exit RightNow CX. The application will close and a small box will appear. Click on Yes to exit the software. 29

32 Online Support Short user guides are available within the askuwa console under the Help tab. The Help tab is available in both the Incident and Contact screen. Click on the required tab within Help to read the guide. Contact the Enquiry Management Team If you would like to phone or for assistance please contact the EM Team: Julie Millias Senior Administrative Officer Reynard Chan Computer Support Officer Chay Tan Business Analyst 30