New Training Curriculum Plan PDF

**New Training Curriculum Plan** +-----------------+-----------------+-----------------+-----------------+ | **Lesson | | | | | Summary | | | | | Details** | |...

**New Training Curriculum Plan** +-----------------+-----------------+-----------------+-----------------+ | **Lesson | | | | | Summary | | | | | Details** | | | | +=================+=================+=================+=================+ | **Lesson | **Email to Case | **SME/BU | | | Name:** | - Intro** | Contact:** | | +-----------------+-----------------+-----------------+-----------------+ | **Lead | **Lisa | **Lesson Plan | | | Designer:** | Stojanovich** | Revision | | | | | Date:** | | +-----------------+-----------------+-----------------+-----------------+ | **Reason for | This E-learning | | | | this | will be a | | | | development** | lesson added to | | | | | the | | | +-----------------+-----------------+-----------------+-----------------+ | **Training | | | | | Objectives** | | | | +-----------------+-----------------+-----------------+-----------------+ | **Potential | | | | | Issues** | | | | | | | | | | *List any items | | | | | that could | | | | | potentially | | | | | impact the | | | | | milestones of | | | | | the training* | | | | +-----------------+-----------------+-----------------+-----------------+ | **Resources | | | | | Required** | | | | | | | | | | *List any | | | | | resources such | | | | | as special | | | | | access or | | | | | documentation | | | | | that will be | | | | | required to | | | | | create the | | | | | training* | | | | +-----------------+-----------------+-----------------+-----------------+ | **Training | | | | | Details** | | | | +-----------------+-----------------+-----------------+-----------------+ | **Target | **IES** | **Course | **E-learning & | | audience:** | | method** | Live Onsite | | | | | Deck** | +-----------------+-----------------+-----------------+-----------------+ | **Training | | | | | Content** | | | | +-----------------+-----------------+-----------------+-----------------+ | **Content** | | | | | | | | | | ***Is the | | | | | content already | | | | | developed or | | | | | will it need to | | | | | be developed | | | | | from scratch? | | | | | Who will | | | | | develop?*** | | | | +-----------------+-----------------+-----------------+-----------------+ | **Training | | | | | Design | | | | | Strategy** | | | | | | | | | | ***List key | | | | | strategies to | | | | | develop learner | | | | | interest in the | | | | | course.*** | | | | +-----------------+-----------------+-----------------+-----------------+ | **Notes for | | | | | Reviewer** | | | | | | | | | | ***Describe | | | | | timeline | | | | | issues, | | | | | expectances, | | | | | strategy | | | | | issues, | | | | | directions when | | | | | reviewing, | | | | | etc.*** | | | | +-----------------+-----------------+-----------------+-----------------+ Intro ===== +-----------------------------------+-----------------------------------+ | **Storyboard** | | +===================================+===================================+ | **Screen Text** | **Audio/Narration** | +-----------------------------------+-----------------------------------+ | **Introduction** | Welcome to the Email to Case | | | (E2C) training video | | | | | | The Email to Case solution is | | | replacing the existing Outlook | | | email management system featuring | | | case tickets for better | | | monitoring and management. E2C | | | will enable faster turnaround | | | time for assignments, metric | | | tracking, and improved visibility | | | into email processes to enhance | | | the customer experience. | | | | | | E2C is integrated into Cloud for | | | Service (C4S) which is the SAP | | | Cloud-based Service Management | | | application that is the | | | foundation of the global Service | | | Platform. This scalable, | | | cross-divisional solution enables | | | a faster, easier, and more | | | intelligent service experience | | | for customers and colleagues. | +-----------------------------------+-----------------------------------+ | **Media/Animation** | **Misc. Notes** | +-----------------------------------+-----------------------------------+ | **Standard Monitor image** | | +-----------------------------------+-----------------------------------+ Overview ======== +-----------------------------------+-----------------------------------+ | **Storyboard** | | +===================================+===================================+ | **Screen Text** | **Audio/Narration** | +-----------------------------------+-----------------------------------+ | | Currently, our business lacks | | | automation and case management | | | capabilities in Outlook, which | | | falls short in data handling, | | | case management, tracking, and | | | traceability. The E2C project | | | aims to address these challenges | | | while enhancing the customer | | | experience. | | | | | | At present, we do not have | | | real-time, end-to-end case view | | | management. Our goal is to | | | resolve this issue and provide | | | key metrics that will drive our | | | business forward. By implementing | | | these capabilities, we aim to | | | strengthen the customer | | | experience and accelerate team | | | growth. The new email-to-case | | | system, integrated with Genesys | | | PureCloud, will significantly | | | enhance our service industry | | | operations. | | | | | | We want to provide an overview of | | | our ongoing efforts to deliver a | | | faster, easier, and smarter | | | service experience. Starting in | | | October, we will implement a | | | centralized case management | | | solution integrated with the | | | Genesys PureCloud system within | | | C4S. | | | | | | Here you will see the overarching | | | key benefits that will enhance | | | our operations across different | | | teams. | | | | | | Automated case creation and | | | prioritization ensure that | | | customer inquiries are | | | immediately logged, tracked, | | | categorized, and prioritized | | | reducing manual effort and | | | oversight, and addressing urgent | | | issues promptly. | | | | | | Automated customer notifications: | | | An automated acknowledgement is | | | sent immediately upon the first | | | contact, reassuring customers | | | that their inquiries are promptly | | | acknowledged. Providing a case | | | reference number in the email | | | facilitates quicker response and | | | resolution by support teams. | | | | | | Customers will receive assigned | | | case numbers, empowering them to | | | inquire about the status. Support | | | agents will enhance transparency | | | and deliver more personalized | | | assistance by accessing | | | historical interactions and | | | understanding each customer's | | | history. | | | | | | Team members can access shared | | | information, helping them | | | collaborate effectively, while | | | cases are assigned to the right | | | team members based on expertise | | | and workload. | +-----------------------------------+-----------------------------------+ | **Media/Animation** | **Misc. Notes** | +-----------------------------------+-----------------------------------+ | [E2C End User Training | | |.pptx](https://thermofisher.share | | | point.com/:p:/r/sites/BusinessPro | | | cessHarmonization/Shared%20Docume | | | nts/Email%20to%20Case/E2C%20End%2 | | | 0User%20Training%20.pptx?d=w8df2c | | | 222f75e4c93a2c3159ca87bdf5e&csf=1 | | | &web=1&e=AX3vSu) | | | | | |  | | +-----------------------------------+-----------------------------------+ | **Screen Text** | **Audio/Narration** | +-----------------------------------+-----------------------------------+ | | Our mailbox is connected to C4S, | | | so when anyone sends an email to | | | this mailbox, it flows into C4S | | | and creates a ticket as a case. | | | | | | A case is a new type of ticket | | | we've created to simplify | | | debriefing for the service OPS | | | and customer care teams. Many of | | | the foundational rules for tech | | | support, service requests, and | | | other ticket types have been | | | removed to make closing or | | | completing these tickets quick | | | and simple. | | | | | | When an email flows in, it is | | | converted to a case. We can then | | | apply routing rules to send this | | | email to a specific queue. We | | | have many queues attached to this | | | mailbox, allowing us to route | | | cases into specific queues. | | | | | | The SMEs and teams have | | | prioritized routing rules so that | | | when an email comes in, it is | | | converted to a case. We can | | | search through the body, header, | | | and subject to route it to a | | | specific queue. | | | | | | The system searches through the | | | email's body and subject to place | | | it into the appropriate queue. If | | | no routing rules match, the email | | | is placed into a general queue. | | | | | | A priority and an SLA is also | | | attached to each queue. If | | | certain queues need to be | | | addressed quicker, we can assign | | | a different SLA. The SLA is | | | measured by the first action | | | taken on the case, such as moving | | | it to "started" or replying to | | | the incoming email. | | | | | | On the back end, agents can be | | | assigned to all or specific | | | queues. New agents might only be | | | assigned to certain queues to | | | learn specific processes. | | | Managers can assign agents to | | | some queues but not all. | | | | | | This is just one mailbox example. | | | In total, we have multiple | | | mailboxes connected, each with | | | different queues. | +-----------------------------------+-----------------------------------+ | **Media/Animation** | **Misc. Notes** | +-----------------------------------+-----------------------------------+ | | | +-----------------------------------+-----------------------------------+