service center modernization
TRANSCRIPT
INFORMATION TECHNOLOGY SERVICES
FSU - Service Center Readiness
Workshop 1
SERVICE CENTER
MODERNIZATION
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WELCOME AND HOUSEKEEPING
DETAILS
o Request that your audio remain muted
o Session will be recorded for internal viewing
o As you have questions, please enter them into Chat
• Respond at end of session
• Q and A session:
▪ Friday, June 12 – 10:00 – 11:30 a.m.
• Posted FAQs on the FSU Service Center Project
Website
• https://its.fsu.edu/service-center
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AGENDA
o Workshop Goals
o Community Engagement Technology Update
o Salesforce Overview
o Service Center Modernization Project Phases
o The new FSU Service Center – What’s Coming
o Service Management, Service Catalog & Knowledge
o How to Get Ready
o Communications & Training
o Closing
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WORKSHOP GOALS
o Ensure our Provider Group Managers and key team
leaders feel informed, know what to prepare for and do
and feel supported in the move to the new Service
Center.
o First of three readiness workshops
• Getting ready for the new FSU Service Center
• Getting to know the new FSU Service Center
• Getting ready to launch the new FSU Service Center
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ITS CORE VALUES
Community Engagement Technologies
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Phased inBuild a solid framework
Mature service
management
Grow Knowledge and Self-Service
Learn, Grow, Expand
Stand-up org, integrations, products
Enterprise case management
Foundation for digital engagement
Portfolio of services
Problem management
Change management
Improving transparency and UX
Consolidating knowledge resources
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COMMUNITY ENGAGEMENT
TECHNOLOGIES TEAM
Director: Dan Powell
Project Manager: Sarah Monbarren
CET Team members:
o Jody O’Steen
o Susan Berry
o Amol More
o David Cook
o Nick Thomas
o Stephen Whitney
o Ronnie Kimberly
o David Letourneau
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FSU COMMUNITY
Jane Livingston
Program Sponsor
Communication
and Planning
Change Leadership
Project Management
ITS Executive
Leadership Team
ITS Focus Group
ITS Testers
Advisory Committee
Campus Focus Group
Campus Testers
Community Shareholders
Community Engagement
Technologies
Business Application
Services
Student Application
Services
BI & Analytics
Custom Development
and Integrations
Application Shareholders
ITS Executive
Leadership Team
Salesforce Overview
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Welcome to the cloud
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WHY SALESFORCE SERVICE CLOUD?
To address a number of the high impact pain points
expressed by FSU community including:
o Removing some of the challenges with case routing
that have delayed case resolution time.
o Alleviating some of the guess work from, "How do I
know what category, case type, and/or case detail" to
choose?
o Minimizing the number of intake channels that currently
lead to confusion within the FSU community
Project Phases
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PHASE 1 RECAP
➢ Community for Chapter Managers
➢ Case Management
➢ Chapter Management
➢ Configuration
➢ Reports and Dashboard
➢ Social Listening and dashboards
for Bid Day
➢ Case Management
➢ Configuration
➢ Academic Advising
➢ Reports and Dashboard
➢ Education Data Architecture
➢ Integration Assistance and Guidance
Salesforce
Foundations
College of Social
WorkFraternity &
Sorority Life
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PHASE 2 OBJECTIVE
Establish a strong foundation with a
robust CRM deployment and set
the foundation for digital
engagement
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PHASE 2: SCOPE OVERVIEW
➢ Base Configure for College of Business Recruiting
➢ Personas
➢ Security
➢ Reports & Dashboards
Includes:
➢ PeopleSoft
➢ Marketing Systems
➢ Case Management
➢ Service Console
➢ Routing & Assignment
➢ Intake Channels
➢ Escalations
➢ Close Process
➢ Reporting & Dashboards
Service
Cloud
Education
Data
Architecture
Integration
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WHAT IS FSU SERVICE CENTER
MODERNIZATION?
o The FSU Service Center is a secure, multi-
departmental, online submission, and tracking system.
o The FSU Service Center, commonly referred to as
CRM, was powered by Oracle’s PeopleSoft Enterprise
Customer Relationship Management (CRM) module
9.2 for Higher Education
o The modernization project includes an upgrade to
Salesforce Lightning CRM.
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PHASE 2: CURRENT STATE
Architect & Design Build Testing Training Rollout
Kickoff
12/8
Requirement Sign off
2/20
Development Complete
05/01
UAT Complete
05/25
Go Live
8/10
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PHASE 2 – CURRENT CRM USERS
o 54 ITS Service Provider Groups
o 52 Campus Partner Service Provider Groups
o 804 agents
o ~100K cases per year
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PHASE 2 - ROLLOUT TIMELINE
Provider Group Manager Onboarding: June - August
Provider Group Manager Readiness Workshops and Activities: June - July 2020
Training: Provider Group Managers, Agents, & End Users: July-August
Go-Live | August 10, 2020
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PHASE 3 & BEYOND
o FileMaker & Mysoft Billing
• Phase 3
o ServiceNow functionality
• ITSM
• Production Support
• PPM
o Shadow Systems
• Plan to evaluate systems outside of the PeopleSoft
CRM
The new FSU Service Center –Have you seen what is coming?
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SERVICE CENTER FEATURE DEMOS
o End User Experience: How an end-user will interact with the new FSU Service Center
o Agent Experience: How an agent will manage cases
o Knowledge: Understanding how knowledge articles are used in the new FSU Service Center
o Tech Talk on Salesforce
Share your thoughts
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FEEDBACK FROM COMMUNITY
o The reporting was really neat and how you can make graphs, charts, etc. You can even make pie charts and export it into Excel."
o “I do like the chatter feature. It looks like something we will probably use amongst ourselves as we need help, it might speed up the whole process"
o “The task list function is a huge game changer in a good way. I can think of a lot of ways we can use to manage our cases better…”
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FEEDBACK FROM COMMUNITY
o "Now with a knowledge base the customer might be able to
answer their own question. It'll work a little bit better than trying to
dig through multiple websites. Even for us sometimes some of our
tickets are just very common questions. And being able to attach
that with a nice comment and close it out and move on. I mean,
that's huge. That's huge.”
o “I like that we could have multiple cases open at once and not
have to open private browsers to have multiple cases open."
o “It is a lot more intuitive than the currently system that we have.
So, it should be easier for the end user to enter tickets.”
Service Management andthe new FSU Service Center
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SERVICE MANAGEMENT
o Relationship between FSU Service Center and Service Management
o Service Catalog Update
• Three-tiers
o Knowledge
• Integration of Service Offerings with knowledge articles
Service Catalog Update
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WHAT’S NEW
o Revised Service Categories and moved to three-tiered scheme of Category, Service and Service Offerings
o Identified Services and Offerings
o Created new Service Offering page layout on ITS website
o Added new Services
o Added Service Owner and Service Offering Managers as Service Catalog attributes for future utilization
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o Our Service Catalog includes many “Services” that are really Products, aka Service Offerings, which should belong to a parent Service
o In some cases, Services are already listed this way, as in Web Conferencing
THREE-TIERED CATALOG
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o The Category-Service-Service Offering hierarchy will be used for Salesforce service cloud ticket routing and Salesforce knowledge article organization
o Currently, there is a large combination of category, type, and detail selections (a big pain point we heard!)
o Switching to this hierarchy will reduce the number of combinations and allow for clearer selections
ADOPTING SERVICE CATALOG
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WHAT'S NEXT?
o Updating Service and Service Catalog information
o Email and instructions will be forthcoming in the
next week or two for PGMs to validate Services
and Service Offerings
Knowledge
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WHAT IS KNOWLEDGE?
o Simply put, a collection of articles
with relevant information about your
products and services
o A common way to provide a self-
service model for your customers to
solve their own questions which in
turn helps with case volume
o Helps agents solve cases since you
can attach knowledge articles to
cases to assist in case resolution
Share your thoughts
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EXAMPLE ARTICLE
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KNOWLEDGE ARTICLE ORGANIZATION
ITSo Organized by service category, service, and/or
service offering(s).
Campus Partners
o Falls under the top-level category• IT Support Services
• Administrative & Financial
• Human Resources• Faculty and Staff Services
• Student Services
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KNOWLEDGE ROLES
Knowledge User
o All agents will have this role
o View knowledge articles
o View draft & archived Articles
Knowledge Manager
o Same access as Knowledge User
o Manage knowledge article import/export
o Create & edit access on knowledge article
Knowledge Publisher
o Same access as Manage Knowledge
o Publish & archive articles
o Manage Data Categories
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WHAT'S NEXT?
o Post session survey will be distributed to gauge interest in utilizing knowledge in the new Service
Center
• Follow-up sessions focused on knowledge will be
scheduled accordingly
How to Get Ready
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Review Current Agents & Audit Access – June 30, 2020
Service Catalog Updates
o Email is forthcoming with instructions on how to update service
information
Case Management: Prepare PeopleSoft CRM for move to Service Center
o Make plans to close or bring open cases to new FSU Service
Center
Knowledge Planning
o ITS will provide a process to upload knowledge articles pre go-live
o Upcoming training and consultation sessions for knowledge. Please
respond to survey following this workshop
o Focus on high-volume case inquires for go-live knowledge
HOW TO GET READY
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Case Management (Readiness Workshop 2) Pre-post workshop
o As you work cases identify specific/unique cases you will want to review
in "playground"
o Review internal case management and processes to identify potential
changes for your area
o Understand what work, if any is taking place outside of the current CRM
and what processes may need to adjust
o What new features or tools will you be using (chatter, mobile app)?
Reporting/Metrics (Readiness Workshop 3) Pre-Post workshop
o Saved Queries
o Audit current reports (are they still needed in new system)?
o PeopleSoft CRM is available for view access post-go live
Training
o Planned training over the summer (July/August)
o Documentation will be provided, which can be customized or updated
for your area
HOW TO GET READY
Review Role Assignments
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PROVIDER GROUP MANAGERS AND
AGENTS
o An agent in the FSU Service Center is an FSU faculty or
staff member who has been granted the agent role
o A Provider Group Manager (PGM) is an FSU faculty or
staff member who has been granted the PGM role
o Roles are granted or changed through the eORR role
request process
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UPDATE ROLES BY JUNE 30, 2020
o What are the roles in the FSU Service Center?
o How do I request agent access using the Online Role
Request (eORR) system?
o Manage Provider Group Worklist
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IMPORTANT DATES
o Environment goes live on August 10, 2020
o Provide knowledge articles by July 30 for pre-go-live
o PeopleSoft CRM environment is still available for
transitioning data. Effective August 10, it will be closed
for new case submission
o PeopleSoft CRM will be view only for historical data
Communication and Training
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READINESS WORKSHOP 2 AND 3
o Getting to know the new Service Center (Week of June 22)• Training Demonstration
• Hands-On Opportunity for Case Reviewo Understand how your cases will be managed
o Opportunities to consider how your area will use new features
• Getting Ready to Launch Service Cloud (Week of July 20 or 28)o Case Management Review
• Run parallel cases in "playground" environment
o Beyond Go-Live• Reports/Metrics
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COMMUNICATION AND TRAINING
o Visit FSU Service Modernization website
o Get a glimpse of the new Service Center
o Share pre-release demo videos with team
o Training
o Agent Training Sessions (July 6-17)
o Additional dates will be added for first week of August
o Training Guides/One Pagers
o End-user Videos
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COMMUNICATION AND TRAINING
o Pre & Post Go-Live Clinics
• Plan for open and scheduled clinic appointments
• Session with experts
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Thank You!
Before you go:
Please provide feedback in chat regarding
what was helpful in this session and what
recommendations do you have to improve
the workshop?
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Daniel Powell
Director of Community
Engagement Technologies
Information Technology Services
Florida State University
Sarah Monbarren
Project Manager
Information Technology Services
Florida State University
CONTACT