C1 CC Call Center Release FAQs
Yes, a GSC analyst does have the security to create a new representative. However, please refer to new GSC business processes for guidance.
With Independent Text Solutions, is a notification sent to the Solution Approver?
No, workflow is not triggered to the solution advisor. If the analyst who wrote the solution feels the Adhoc solution should be made into a standard solution, a notification needs to be sent to the appropriate solution approver. Notes: there are two kinds of solutions, Adhoc and standard. Solution have visibility of either Internal or All
How will customer & internal escalations be handled?
For Internal Functional and Technical escalations the process would be to add a note with the Note Type of 'Escalation' and in the note summary beginning with either the word 'Functional' or 'Technical' in the heading. Then create a related case. The final process for Customer Escalation has not been finalized. Please refer to the GSC processes for both areas of escalation.
Is Business Case note type brought over into ICE?
The Business Case note is not automatically pulled into ICE. For Cases that have an ICE report/incident, only the basic Case information is populated in ICE. After the link is initially created, only case escalation information is passed to ICE for updates. An enhancement request has been logged.
Are Notifications for Solution Given immediate, or are there time delays?
Notifications are immediate for all case statues, except 'Unassigned'. For that status, a notification is sent to the Provider Group manager after 30 minutes. For Solution given the initial status sends out an immediate notification to the customer and is followed up with three additional system-generated notifications at 7, 14 and 30 days. This status is the same as Soft Closed in Vantive and is the only status that the customer can reopen at any time.
When Customers close a case in Self Service, do they have to attach a solution?
No, a customer does not have to attach a solution to close a case. When they click the 'Close Case' button, they are prompted to select a reason. The case closes successfully and a notification is sent to the analyst's worklist. They can also close the case by selecting and viewing a solution from the case and answer "Yes" for the question, "Did it solve your problem?" The analyst who is the Assigned To on that case receives a notification; the case shows the status "C-Closed By Customer" from the internal facing application and the reason selected by customer shows up under Resolution Information and Solutions Considered for this case as a successful resolution.
Regarding the Link to ICE on case screen, do you have to first sign into ICE or are you automatically logged on because you are already signed into Planet Peoplesoft)?
Single sign on is scheduled to be in place between Customer1 and ICE when we go live. When the single sign on is in place, the login will automatically be accomplished behind the scenes when you link to ICE.Currently it is not activated in our test environment, so when you link to ICE you do have to log in or already be logged in.
How will scoring work for old solutions brought over from Vantive7?
After the conversion, AE job to will be run to populate usage count, solved count etc. Related Products, Related Cases also get populated on old converted solutions based on the number of cases converted with those solution linkages. For example, Solution ID 111 is converted from Vantive. In Vantive there were 100 cases linked to this solution. Out of 100, 75 got converted to C1 (based on the conversion criteria, please refer to question on case conversion requirements). Now the AE job will run and come up with the scores by working through those 75 cases for Solution ID 111.
For the Solution Approver, is it possible for the same approver to have access more that one Product/library for solutions?
There is only one Solution approver per product or library (depending on how your group is set up) and there can be multiple Approvers for those same products or libraries, just on primary. A Solution Approver can be tied to multiple products or libraries.
Notifications for Solution Approval: what happens if a manager is the approver for two Provider Groups? Can C1 handle this?
Clarification: Libraries and the Products within Libraries do not equal a Provider Group necessarily. Just because you are a PG manager doesn't necessarily mean that you are the Solution Approver, unless you have designated yourself as such. The manager determines who the Solution Approver is. Please refer to previous question Solution Approvers.
On case search screen, when a search is saved the sort order is not kept. Is it possible to get the sort order saved?
In Vantive, you can't save your sort and this was not submitted as a requirement for C1 during the requirement-gathering phase. Submitted as an enhancement request.
Can the worklist show the priorities of cases?
Currently you Worklist will only show you which ones are P1's. An enhancement request has been submitted to show all statues from the Worklist automatically. However, if you select "Cases" from the "View" dropdown list you will see all of the priorities.
Trainer mentioned that we should not be accepting customers with personal email accounts, such as joebloggs@yahoo.com or joebloggs@hotmail.com. Is this really the case? There are some customers with which GSC is in contact that use personal email accounts.
As part of conversion, the personal email accounts in Vantive for representatives will not be converted over. For Customer Care, we do not accept personal emails. For the GSC, this needs to be addressed in your business processes.
With the generation of ID's, a Case ID is not generated until the case is saved, yet with solution it is generated as soon as you create the solution. Why is this?
This guideline was stipulated during the requirements gathering phase and was only requested for Case and not Solution.
Can the managers in GSC be provided with the competency list?
Yes, a list will be provided prior to go-live.
Will case assigning be automated, based on competency?
For Go-Live, competencies are being set at the provider group level, however, it can be set at the worker level as well. C1 will not be implementing the auto assigning at the worker level. Competencies will come into play when assigning a case via 'Suggest a Provider Group'. It will look at the product selected and the competency and then show a list of provider groups and how they scored. If managers decide to add competencies for workers, it would work the same as provider groups.
Vantive needs to be available longer (as read-only) or the data that will be converted (all cases up to one year closed) needs to be extended to all Vantive data. There is a lot of information in cases that have been closed > 1 year ago. Esp. for the people that are here longer.
Vantive is only going to be available for 3 months post go-live. However, a request has been submitted to extend the read-only functionality to 6 months. This is a storage issue and we are working to see what can be done to extend the time.The requirements for cases coming over from Vantive are as follows:
- Customer Care: All open cases. All cases going back one year from conversion for Active customers only.
- GSC: All open cases. All cases regardless of whether they are opened or closed will be migrated IF the product tied to the case has a Support Status = 'Supported'.
If you time out of the system and you receive a call, what happens? Do you still get a screen pop or do you have to sign into the system again and manually go to "Add A Support Case"?
You will be prompted to login again and then you will be directed to the correct page.
What is the reason for the time out function? Can it be removed?
It is to help with performance and not leave unnecessary connections.
Will Customer1 be supported on Netscape? Self Service?
Customer Portal will be supported in IE and Netscape browsers for our external users. Be advised however, that in the future we may be eliminating our support of older browser clients (including 4.x versions). Newer PeopleTools and Web technologies are less able to work effectively with these older browsers.
Can customers see the attachments that are associated with a solution on self-service?
Customers will be able to see attachments for solutions if they are marked with the visibility of 'All'.
What is the purpose of the URL checkbox when you click on the "Send Notification" icon?
Whether or not you attach a URL to the component (i.e. the case). Otherwise, there will be no direct link to it. This will not be supported on solution. Just case.
Why do the case notes automatically default to "Internal"? Are there plans to have this changed to default to "All"?
This was a GSC requirement. There was concern around having notes defaulting to "All" and having an analyst forget to mark it "Internal".
When you are in the Solutions Component, are the related cases automatically attached to the cases, or is this a manual process?
It is a view. So, if you use a solution on a case, it will show up there. Nothing manual to do.
How do we transfer Vantive attachments to C1?
Go into the attachments database. FORWARD the document to "C1 Cases" or "C1 Cases Test" for TST and then put the Subject "Case XXXXX" where XXXXX is the case number. The system takes care of detach/attach and creates it as a note.
Is there email integration from a case?
No, email is sent directly from the PSoft server. We are looking into Notes integration.
Will emails that are received from customers be automatically added to our cases?
No. If you have an email, all you do is forward the email to "C1 Cases" with the case ID in the Subject like Case 12333 and then it will automatically create a note and do the detach/attach. You do not have to do this manually.
If a customer has multiple sites with multiple products, what product goes with what site when logging a case?
If you enter a SIN number or a site location, this does not have an effect on the installed products that show up for a customer. A customer has installed products (licensed products in Vantive). These licensed products will then need to be added to an agreement, which tells you which sites have which products. If an installed product isn't on the agreement, then the customer is not entitled to support. Each site will be given its own SIN (Site Identification Number). The SIN number will provide the customer with a list of products that entitled to support. Now, a customer could have an installed product that they are no longer using and the status says support dropped. Those products would not be on the agreement and therefore would not be reflected on the SIN.
When you search for a Representative using the Representative Component, there is no search field to enter a company name to link the two. It is quite misleading since the search can ultimately bring up PeopleSoft employees in the search results. Do you know of any issues/enhancement requests that have been made on this?
Submitted enhancement request.
Generic Solutions should be flagged as All so that cases can be closed using a generic resolution and without the need of creating a new Independent Text Solution. Presently cases are being closed with generic resolutions. There should be no need for the analyst to then go and, in order to close the case, create a new Independent Text Solution with the same information as the generic resolution.
This will need to be a clean-up effort after go-live to go in and switch the visibility from Internal to All.
Sending Attachments with email: At present, attempting to attach an attachment creates a link that takes you to the case. (Sometimes we will send a business case document to the customer separately). This does not seem possible, unless the notes are copied to Lotus first.
Correct, the email from Adhoc notification does not allow you to attach binary files. That is a product limitation. You would have to use Lotus Notes.
Can an Internal Note be sent to a customer? Will the system prevent it?
Yes, an internal note can be sent to a customer. There is nothing in the system to prevent it.
Can you look up History on a case note that was sent to a customer?
You can see a list of all case notes by clicking on Summary of Note. You can also go to the History tab to see any actions that were taken.
What happens when an analyst closes a case for a customer on Credit Hold? Will a survey be triggered?
All closed cases are sent to the Survey group. They then extract the customers that are on Credit Hold so that surveys will not be sent to them.
No, we cannot spellcheck from C1. The functionality is supported by Tools 8.42, however, we couldn't upgrade in time without putting the project at risk. A development request is going to be submitted.
Is searching for Solutions case-sensitive?
If you are searching for a solution via Solution Advisor on a case, yes it is. There is a checkbox that says 'Ignore Capitalization'. If you are searching for a solution via the Solution Component, then yes, the search is case-sensitive.
Will the case-sensitive search be fixed in the near future?
No, this is a DB2 limitation and will not be fixed in the foreseeable future.
In C1, can we search for a case by incident?
No, this was never submitted as a requirement for C1 and would have to be submitted as an enhancement request to your local power user with a business case.
A case can be opened within 14 days of being closed. So if this happens and you go down to the solution section, you do not have the option of searching for new ones. So how could you then begin to work on a reopened case? Would you have to go via the solution component and then try to attempt a solution?
Yes. Follow these steps:
- Change the status of the case from Closed to Reopened
- Then Fail the Successful Resolution by clicking on the button
Options for searching for new solutions show up again.
Created by the PeopleSoft Knowledge Management Team.
Copyright © 2003
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Created: amq 02/07/2003