PowerHelp V 8.3 inspire. transform.achieve.
Starting up your PowerHelp V8.3 • This presentation give a overview of • Startup of PowerHelp V8.3 • Set up of your PowerHelp V8.3 • Changes in the HE forms • New application features
Starting up your PowerHelp V8.3 • Start-up of the PowerHelp V8.3 • http://experthelp.agfa.net/powerhelp/default_expert_home.html Click on Experthelp to startup
Forgot your password? Press on the button Press on the button, and you will received an email with a new password in your mail box.
Customizing your PowerHelp! • Go to My PowerHelp / Preferences / Main Information Download the plug-in: View reports XP extension Enable: View reports XP extension
Printing PowerHelp files Down load “Report Plug-in” Enable the “Plug-in to view reports” Exporting PowerHelp files to excel Down load “Office 2000/XP extensions” Enable the “Office 2000/XP extensions” Customizing your PowerHelp!
Customizing your PowerHelp! • Go to My PowerHelp / Preferences / Startup screen Select a startup screen: - My Queue
Customizing your PowerHelp! • Go to My PowerHelp / Preferences / Main Menu Buddies tab definition: The buddies tab in the startup screen can be set to see: - all CSR’s active in the system - all CSR ‘s active of your action group - all CSR’s active of the actions groups you belong to.
Your PowerHelp V8.3 Buddies Tab
CSR queue options • CSR Queue options, customizing your task indicators? Related icons to the task indicators
CSR queue options • CSR Queue options, customizing your task indicators? Task indicators: This indicators max. 10 indicators can be predefined, the icons will becomes visible in the cases in your work queue. Plan indicators: This indicators 2 indicators can be predifined and will be visible in the s plan task in work queue Save as default for profiles, when enabled the setting will be applied to all profiles.
CSR queue options • Available Task Indicators: • View Activity Log • Action • Appointment (= plan task) • Cancel • Reassign • Subscribe Mini-Projects • Auto-assign • Send Email • Contractual Response date is late • Contractual Resolution date is late • Related Appointments (including the indication how many related appointmentsand the possibility to show an overview) • Linked Calls (including the possibility to show an overview) • Site Centre
Open a complaint form Consumable, equipment or softwre Fill-out the complaint form Basic Form is equal for all complaints The position of the tabs are different per type of complaint Registration of a complaint
Entry of a complaint Chosing the correct form depended of the type of complaint you have! HE Consumable This form is used to complaint all consumable product issues in the field HE Equipment This form is used to complaint all equipment product issues in the field HE Software This form is used to complaint all software product issues in the field Registration of a complaint
Registration of a complaint Registration of a complaint The Issue owner field is new and indicated the real issue owner.
Mandatory fields (Red market) Main information Site information Customer contact information This fields need to be filled out before saving if not you will receive a warning. Remark: be carefully when you clear the site information, all other mandatory field are not cleared automatically. This information is dawnloaded out of the Agfa legacy system SMS SAP Others Registration of a complaint
Mandatory fields (Red marked) Equipment Type number Serial # Consumable M - ABC code Emulsion / Batch # Software Softwere model Software version Etc. Registration of a complaint
Mandatory fields (Red marked) Problem descr and costs Detailed problem description Action Group Please try to fill-in the problem description as good as possible, so people have a good understanding of the problem. Fill-in the problem description in English, so everybody can understuud. Checking the completeness of the description is a task for the complaint co-ordinator in the country. Important: A good problem description can be influence the resolution time of a complaintin a positive way. Detailed and accurate information is a necessity in complaint handling. Registration of a complaint
Mandatory fields (Red marked) Codes Symptom codes Class Machine type Category Code Fields to be filled-in By closing (Blue marked) Non mandatory fields (Black marked) In all tab’s This field are not necessary to be filled out before saving the complaint, but it will be very nice to have this field. All additional information can be helpful to handle the issue. Registration of a complaint
Complaint Type Registration of an issue
Important fields Type of complaint Complaint Normal complaint procedure applied Complaint D + H Fire, Flames, Smell, Smoke, Death, Serious Injury, Safety Hazard, Unnecessary Procedure or Biopsy, Image Loss, Data Corruption Complaint DOA Complaint Dead On Arrival Registration of a complaint
Important fields Severity levels in Powerhelp Minor Important Standard level Urgent Critical seriuos Highest level always used in case of a complaint D & H Registration of a complaint
Complaint D & H Registration of a complaint
Complaint D & H What’s a D&H complaint Fire, Flames, Smell, Smoke, Death, Serious Injury, Safety Hazard, Unnecessary Procedure or Biopsy, Image Loss, Data Corruption A D&H complaint needs always escalated immediately to Headquarter, and will be treated on a special and urgent way in HQ Registration of a complaint
Assigning of the complaint Registration of a complaint
CSR Customer service representative This is an individual person, a member of an action group with a certain user profile and privileges. Action group This is a groups of CSR bundle in a specify way, per product group, per function, etc. Structure BG - Location - Business funtion - Role / Authority eg. HE - EUR - GSCIMPAX - USER Registration of a complaint
CSR Customer service representative Security profiles Read - Only Reading authority USER Reading authority Creating authority Treating authortity Co-ordinator Idem as user Closing authority Sys Admin Idem as Co-ordinator Authority to modify Masterdata Registration of a complaint
Action group Action group ( MI - HQ BEL - Curix ) Main co-ordinator Security profile: Co-ordinator Back-up co-ordinator Security profile: Co-ordinator Members Security profile: User Registration of a complaint
Action groups Registration of a complaint This functionality give you the possibility to reduce the number of action groups in the list action groups. New in PH V8.3: - Favorite action groups
Favorise your action groups Favorizing your actions groups reduce the list of action groups in your lookup list in the complaint. Registration of a complaint
Favorise your action groups Go to my PowerHelp Select personal data Registration of a complaint
Saving the complaint CSR ID Assign to your selves Action group action group is filled-in automaticaly Agfa contact ID The Agfa employee who’s initiated the issue sales, service, anybody in the company Registered by The Agfa employee who’s registered the issue Issue owner Real owner and responsible of the complaint. Registration of a complaint
Saving the complaint Registration of a complaint Red marker and new is is disappeared, complaint saved
Saving the complaint Creation of the complaint in PowerHelp! Complaint is not automatically reassign to the creator of the complaint!!! Complaint is assign to the Action group or CSR filled in into proper fields in the complaint Complaint become into the workqueue of the assigned action group (Unassigned) or CSR Assigned CSR or actions group members receive a mail in lotus notes. Registration of a complaint
Save as Subscribe / Unsubscribe Action Plan Reassign Link Resolve / unresolve Close Cancel Suspend / unsuspend Reopend Handling of a complaint
Subscribe / Unsubscribe This function give you the possibility to follow-up a complaint that was reassigned to somebody elseways the info in case of changes at the complaint. You can after subscribing to a complaint, always Unsubscribe In my work queue you have a queue “subscribed”. Handling of a complaint
Save as This function make it possible to convert a complaint into an other complaint type. To convert a HE equipment into a software complaint, all excisting information will be convert into the new complaint and you can link the previous complaint to the new complaint as a child or parent complaint. This is normally used when the problem doesn’t fit into the selected complaint type. Is also used to create a HQ issue out of a excisting complaint. The PowerHelp rules generate an e-mail to the assigned CSR and the Agfa contact. Handling of a complaint
Save as Handling of a complaint Save as used for: - convert into a other type of complaint - Create a HQ issue out of a exiting complaint.
Action Log an Activity for the call. This function gives you the posibility to described an action done in and to documented in the complaint. All actions are logged in the logfile of the complaint. Using the action function means that some mandatory fields to filled-in. Handling of a complaint
Action Handling of a complaint
Plan / appointment Plan a task or appointments to an action group or an individual CSR’s. When planning a task (appointment), a mail will be generated automatically to the assigned CSR or to the action group. As long the assigned person don’t respond, the task stay open into the complaint. This action is also logged into the logfile of the complaint. Handling of a complaint
Plan task / appointment Handling of a complaint Primary CSR is the CSR who’s performed the plan task or appointment
Plan task / appointment Handling of a complaint Multiple CSR’s can be added into the plant task or appointment.
Plan task or appointment “completed” Handling of a complaint Enable the closing mode and some additional text and save and close your appointment. An email will inform the appointment owner about the closing.
REASSIGN Reassign the complaint to an individual CSR In this case the CSR becomes an email. The complaint becomes visible in the workqueue of the assigned CSR Reassign the complaint to an action group In this case the members of the specified action group becomes an email. The complaint becomes visible in the workqueue of each member of the specified action team as an “new unassigned complaint” A CSR can reassign the unassigned complaint to himselves and becomes owner of the complaint. Handling of a complaint
REASSIGN A CSR can reassign the unassigned complaint to his own Directly out of my workqueue use the reassign icon out of the complaint using the reassign button. Assigned CSR will see the complaint into his workqueue, as a new complaint or as a new-unassigned complaint when the complaint was assigned to the action group of the CSR. Handling of a complaint
REASSIGN Handling of a complaint Text