inspire. transform. achieve. powerhelp v 8.3. 2 powerhelp v8.3 - april 2005 starting up your...
TRANSCRIPT
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inspire. transform. achieve.
PowerHelp V 8.3
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2PowerHelp V8.3 - April 2005
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
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3PowerHelp V8.3 - April 2005
Starting up your PowerHelp V8.3
Start-up of the PowerHelp V8.3http://experthelp.agfa.net/powerhelp/default_expert_home.html
Click on Experthelp to startup
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4PowerHelp V8.3 - April 2005
Logging to PowerHelp V8.3
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5PowerHelp V8.3 - April 2005
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.
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6PowerHelp V8.3 - April 2005
PowerHelp V8.3
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7PowerHelp V8.3 - April 2005
Customizing your PowerHelp! Go to My PowerHelp / Preferences / Main Information
Download the plug-in:
View reports
XP extensionEnable: View
reports
XP extension
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8PowerHelp V8.3 - April 2005
Customizing your PowerHelp!
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”
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9PowerHelp V8.3 - April 2005
Customizing your PowerHelp! Go to My PowerHelp / Preferences / Startup screen
Select a startup screen:
- My Queue
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10PowerHelp V8.3 - April 2005
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.
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11PowerHelp V8.3 - April 2005
Your PowerHelp V8.3
Buddies Tab
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12PowerHelp V8.3 - April 2005
CSR queue options CSR Queue options, customizing your task indicators?
Related icons to the task indicators
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13PowerHelp V8.3 - April 2005
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.
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14PowerHelp V8.3 - April 2005
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
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15PowerHelp V8.3 - April 2005
Registration of a complaint 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
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16PowerHelp V8.3 - April 2005
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
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17PowerHelp V8.3 - April 2005
Registration of a complaint Registration of a complaint
The Issue owner field is new and indicated the real issue owner.
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18PowerHelp V8.3 - April 2005
Registration of a complaint
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
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19PowerHelp V8.3 - April 2005
Registration of a complaint
Mandatory fields (Red marked) Equipment
Type number Serial #
Consumable M - ABC code Emulsion / Batch #
Software Softwere model Software version Etc.
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20PowerHelp V8.3 - April 2005
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.
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21PowerHelp V8.3 - April 2005
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.
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22PowerHelp V8.3 - April 2005
Registration of an issue Complaint Type
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23PowerHelp V8.3 - April 2005
Registration of a complaint 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
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24PowerHelp V8.3 - April 2005
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
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25PowerHelp V8.3 - April 2005
Registration of a complaint Complaint D & H
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26PowerHelp V8.3 - April 2005
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
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27PowerHelp V8.3 - April 2005
Registration of a complaint
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28PowerHelp V8.3 - April 2005
Registration of a complaint Assigning of the complaint
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29PowerHelp V8.3 - April 2005
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
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30PowerHelp V8.3 - April 2005
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
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31PowerHelp V8.3 - April 2005
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
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32PowerHelp V8.3 - April 2005
Registration of a complaint Action groups
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
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33PowerHelp V8.3 - April 2005
Registration of a complaint Favorise your action groups
Favorizing your actions groups reduce the list of action groups in your lookup list in the complaint.
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34PowerHelp V8.3 - April 2005
Registration of a complaint Favorise your action groups
Go to my PowerHelp Select personal data
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35PowerHelp V8.3 - April 2005
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.
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36PowerHelp V8.3 - April 2005
Registration of a complaint Saving the complaint
Red marker and new is is disappeared,
complaint saved
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37PowerHelp V8.3 - April 2005
Registration of a complaint 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.
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38PowerHelp V8.3 - April 2005
Handling of a complaint Save as Subscribe / Unsubscribe Action Plan Reassign Link Resolve / unresolve Close Cancel Suspend / unsuspend Reopend
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39PowerHelp V8.3 - April 2005
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”.
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40PowerHelp V8.3 - April 2005
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.
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41PowerHelp V8.3 - April 2005
Handling of a complaint Save as
Save as used for:
- convert into a other type of complaint
- Create a HQ issue out of a exiting complaint.
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42PowerHelp V8.3 - April 2005
Handling of a 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.
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43PowerHelp V8.3 - April 2005
Handling of a complaint Action
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44PowerHelp V8.3 - April 2005
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.
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45PowerHelp V8.3 - April 2005
Handling of a complaint Plan task / appointment
Primary CSR is the CSR who’s performed
the plan task or appointment
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46PowerHelp V8.3 - April 2005
Handling of a complaint Plan task / appointment
Multiple CSR’s can be added into the plant task or appointment.
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47PowerHelp V8.3 - April 2005
Handling of a complaint Plan task or appointment “completed”
Enable the closing mode and some additional text and save and close your appointment.
An email will inform the appointment owner about the closing.
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48PowerHelp V8.3 - April 2005
Handling of a complaint 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.
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49PowerHelp V8.3 - April 2005
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.
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50PowerHelp V8.3 - April 2005
Handling of a complaint REASSIGN
Text
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51PowerHelp V8.3 - April 2005
Handling of a complaint
Link Link a call as Parent or Child existing call. This function is frequently used in Healthcare
When escalate a complaint to HQ we linked the local complaint as child to the relevant HQ complaint.
Multiple complaints related to the same problem, are linked to the a HQ issue.
HQ complaints are really product problems and the quantity of related local complaints gives a weight to the HQ complaint.
This will help the workgroup members in HQ to put a priority onto the complaint.
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52PowerHelp V8.3 - April 2005
Handling of a complaint Link
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53PowerHelp V8.3 - April 2005
Handling of a complaint
Resolve / Unresolve This is a new functionality in the PH V8.3! Complaint stay open but:
Email notification to all linked complaint SLA clock is stopped (Time stopped) Solution can be documented in the resolve text CSR aware of the solution
“Unresolved” button will appear for calls set to resolved
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54PowerHelp V8.3 - April 2005
Handling of a complaint
Resolve / Unresolve
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55PowerHelp V8.3 - April 2005
Handling of a complaint Resolve / Unresolve
Reassign for completion: Complete: same function as Close, the complaint will close if all
mandatory field are filled-in.
Reassign: reassign for closing to a CSR or to an action group. The CSR receive an email notification.
Reassign to original CSR, the CSR receive an email notification.
Do nothing, nothing will happen except the status of the complaint change to resolved.
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56PowerHelp V8.3 - April 2005
Handling of a complaint
Close Change the status to close, means all actions and timing
related to the call will be closed. See overview in logfile. All mandatory fields (Red and blue marked), closing
information and planned tasks needs to be full filled before you can close the complaint
The resolution text needs to be filled in before you can close the complaint and email notification will sent to the default CSR and the Agfa contact ID.
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57PowerHelp V8.3 - April 2005
Handling of a complaint Close
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58PowerHelp V8.3 - April 2005
Handling of a complaint Cancel
Change the status of an open call to Cancelled, removing the call from the system.
Cancelling a call can only be done the CSR with the correct profile and security roles.
Suspend This button is not used in Healthcare, the call is not really closed but out of
the statistics (Timing stopped) Re-open
If you are viewing a closed call record, you can reopen it by selecting the Re-open
All CSR’s can reopen a closed call, but a text to justify the ask is mandatory.
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59PowerHelp V8.3 - April 2005
Handling of a complaint
Re-open
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60PowerHelp V8.3 - April 2005
Handling of a complaint Issue tracking.
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61PowerHelp V8.3 - April 2005
Handling of a complaint Full test search
The full text search give the possibility the search for a problem in the detailed problem description and the issue summary.
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62PowerHelp V8.3 - April 2005
Handling of a complaint Detailed problem description
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63PowerHelp V8.3 - April 2005
Handling of a complaint Issue summary
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64PowerHelp V8.3 - April 2005
Handling of a complaint
Powerhelp tools
Powerhelp tools:
- View task history
- send mail
- Add attachment
- Print task
- Change log
- Appointment
- DandH email
- Research
- Add memo
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65PowerHelp V8.3 - April 2005
Handling of a complaint
Powerhelp tools Add memo
You can add supplementary information to the compaint in a memo, some side information!!
Add attachment Research
Looking for problem in the knowledge database Appointment (see plan task / appointment) View task change history (detailed logfile) View task history (logfile) Send email Print complaint
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66PowerHelp V8.3 - April 2005
Handling of a complaint
Powerhelp tools: Add memo
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67PowerHelp V8.3 - April 2005
Handling of a complaint
Powerhelp tools: Add an attachment
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68PowerHelp V8.3 - April 2005
Handling of a complaint
Powerhelp Tools: Research
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69PowerHelp V8.3 - April 2005
Handling of a complaint Logfile
1
23
1
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70PowerHelp V8.3 - April 2005
Handling of a complaint Powerhelp Tools: Logfile
(1) Hide for customer: the red cross means that the information on this line is hide for the customer in the customer logfile.
(2) Hide for CSR: the key sign means that the information on this line is hide for the csr in the logfile. (Only accessible by authorized persons)
(3) Problem description is add at the bottom of the logfile.
(4) Excel Icon: activating this is allows you to expert the logfile automaticaly into an excel file.
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71PowerHelp V8.3 - April 2005
Handling of a complaint
Powerhelp tools: Send mail
Different predefined templates can be available per type of complaint form.
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72PowerHelp V8.3 - April 2005
Handling of a complaint
Powerhelp tools: Print task
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73PowerHelp V8.3 - April 2005
Handling of a complaint
Powerhelp tools: DandH email In case of a Damage and hazard complaint with a
severity equal to serious An email can be send directly out of PowerHelp to the
responsible people who will handled the D&H. Sending this email will inform the necessary people
immediately and action can be start as soon as possible.
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74PowerHelp V8.3 - April 2005
Handling of a complaint
Powerhelp tools: DandH email
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75PowerHelp V8.3 - April 2005
Handling of a complaint
Powerhelp tools: DandH email
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76PowerHelp V8.3 - April 2005
Handling of a complaint
Powerhelp Icons
Powerhelp Icons:
- Added memo’s
- Added attachments
- Linked calls to the complaint
- related plan tasks / appointments
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77PowerHelp V8.3 - April 2005
Handling of a complaint
Powerhelp Icons: added memo’s
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78PowerHelp V8.3 - April 2005
Handling of a complaint
Powerhelp Icons: added attachment
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79PowerHelp V8.3 - April 2005
Handling of a complaint
Powerhelp Icons: added attachment
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80PowerHelp V8.3 - April 2005
Handling of a complaint
Powerhelp Icons: linked complaints
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81PowerHelp V8.3 - April 2005
Handling of a complaint
View related appointments or plan tasks You will get a list of all related appointments
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82PowerHelp V8.3 - April 2005
Handling of a complaint View linked complaints
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83PowerHelp V8.3 - April 2005
Handling of a complaint
View attachments
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84PowerHelp V8.3 - April 2005
PowerHelp V8.3
Additional information request
Powerhelp Team HealthCare HQ
RSN / GSN Jens Schablitzky
Brendan Tickner
Complaint Office Andreas Seidl
Ronny Vervoort
HealthCare co-ordination Luc Snoeck
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85PowerHelp V8.3 - April 2005
PowerHelp V8.3
PowerHelp Guidelines
http://intra.agfanet/sd/gics/index.nsf
First steps guidelines to use Powerhelp
Request form for access to Powerhelp
Manuals PowerHelp V8.3
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PowerHelp V 8.3
Thank you