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RightNow Technologies Customer Relationship Management (CRM) ToolHomeownership Center Training Workbook

U.S. Department of Housing and Urban Development (HUD)Office of Single Family Housing FHA Resource Center

Prepared by:

Electronic Consulting Services, Inc. (ECS)2750 Prosperity AvenueSuite 510Fairfax, VA 22031

FHA Resource Center – HOC Workbook Table of Contents

Table of Contents

1: Introduction to the FHA Resource Center......................................................1FHA Resource Center Requirements.............................................................1FHA Resource Center Solution......................................................................3Support Tiers..................................................................................................4Warm Transfers.............................................................................................5Phased Approach...........................................................................................6Project Organization and Key People............................................................7Points of Contact............................................................................................8

2: RightNow Service Overview..........................................................................9Introduction to Service....................................................................................9Course Objectives..........................................................................................9Login Information.........................................................................................10

3: Navigating the Session Console..................................................................11Objectives:...................................................................................................11Key Terms:...................................................................................................11Lesson 1: Session Console Toolbar.............................................................12Lesson 2: Deleting a message.....................................................................13Lesson 3: Changing the Password...............................................................14

4: Support Console..........................................................................................15Objectives:...................................................................................................15Key Terms....................................................................................................15Lesson 1: Introduction to an Incident Process.............................................17Lesson 2: Introduction to the Support Console............................................18Lesson 3: Working an Incident: The Bare Essentials...................................19Lesson 4. Skills Practice..............................................................................20Lesson 5: Case Studies..............................................................................21Lesson 4: Working with Views......................................................................24Lesson 5: Working Phone Call Incidents......................................................25Lesson 6: Replying to Email/Fax Incidents..................................................28Lesson 7: Replying to an Ask A Question Incidents.....................................29Lesson 8: Proposing Answers......................................................................31

5: Answers Site................................................................................................32Objectives:...................................................................................................32Introduction..................................................................................................32Key Terms:...................................................................................................32Lesson 1: Introduction to the HUD Answers Site.........................................33Lesson 2: Searching the “Answers Site” Knowledge Base..........................35Lesson 3: Ask a Question............................................................................36Lesson 4: “My Stuff” Tab..............................................................................38

Appendix : Support Console Tab and Field Definitions:...................................39

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FHA Resource Center – HOC Workbook Section 1: Service Overview

1: Introduction to the FHA Resource CenterFHA Resource Center Requirements

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Overview of the FHA Resource Center ContractOverview of the FHA Resource Center Contract

•• HUDHUD’’s four regional Homeownership Centers in Philadelphia, PA, s four regional Homeownership Centers in Philadelphia, PA, Atlanta, GA, Denver, CO, and Santa Ana, CA currently receive Atlanta, GA, Denver, CO, and Santa Ana, CA currently receive approximately 1 million contacts per year from the general publiapproximately 1 million contacts per year from the general public c and the housing industryand the housing industry

•• The CMC contract establishes the The CMC contract establishes the FHA Resource CenterFHA Resource Center to receive to receive and respond to inquiries via telephone, email, FAX, written (posand respond to inquiries via telephone, email, FAX, written (postal tal mail), and Web chatmail), and Web chat

•• Contract is Contract is ““performance basedperformance based””, meaning that service level , meaning that service level goals are identified in the contract and monitored regularly, goals are identified in the contract and monitored regularly, resulting in financial incentives and disincentives to the contrresulting in financial incentives and disincentives to the contractor actor based on performancebased on performance

•• All work is to be performed at a All work is to be performed at a contractor owned facilitycontractor owned facility, and , and all resources to be used on the contract are provided by the all resources to be used on the contract are provided by the contractor contractor

Mission – Provide a centralized FHA Resource Center to respond to approximately 1 million contacts per year with timely and accurate information


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Overview of the FHA Resource Center Contract (cont.)Overview of the FHA Resource Center Contract (cont.)

•• Systems to be provided by the contractor include:Systems to be provided by the contractor include:oo Customer Relationship Management (CRM)Customer Relationship Management (CRM) tool to store tool to store

information regarding each contact received by the FHA information regarding each contact received by the FHA Resource Center, route contact records between the Resource Resource Center, route contact records between the Resource Center and appropriate organizations within Center and appropriate organizations within HOCHOC’’ss, and provide , and provide customizable reports of contact recordscustomizable reports of contact records

oo Knowledge ManagementKnowledge Management tool to store and search through tool to store and search through articles of information from which responses will be derivedarticles of information from which responses will be derived

oo FAQ Web siteFAQ Web site accessible by the general public containing the accessible by the general public containing the Knowledge Base articlesKnowledge Base articles

oo All associated All associated telecommunications and data network telecommunications and data network systemssystems to receive and store contact informationto receive and store contact information

•• Payment to contractor based on the number of contacts received Payment to contractor based on the number of contacts received per monthper month


FHA Resource Center Solution

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Overview of SolutionOverview of Solution•• Establish FHA Resource Center in existing contact center facilitEstablish FHA Resource Center in existing contact center facility located in y located in I ndianapolis, I ndianapolis,

ININ•• All HUD tollAll HUD toll-- free numbers to be routed directly to the Indianapolis Contact Cfree numbers to be routed directly to the Indianapolis Contact Centerenter

oo 11--800800--CALLFHACALLFHAoo 11--800800--HUDSFHAHUDSFHAoo 11--877877--FAX2FHAFAX2FHAoo 11--877877--TDD2HUDTDD2HUDoo Existing HOC numbersExisting HOC numbers

•• Automatic Call Distribution (ACD) system (Automatic Call Distribution (ACD) system (GenesysGenesys) ) andand I nteractive Voice I nteractive Voice Response (IVR) system (Edify)Response (IVR) system (Edify) in Indianapolis will route all incoming calls to internal in Indianapolis will route all incoming calls to internal Customer Service Representatives (CSRCustomer Service Representatives (CSR’’s) queues, directly to s) queues, directly to HOCHOC’’ss when appropriate, or when appropriate, or directly to the National Servicing Centerdirectly to the National Servicing Center

•• Telephone callsTelephone calls will result in a new incident being created in the will result in a new incident being created in the CRM tool (CRM tool (RightNowRightNowTechnologies)Technologies) to capture information about the person calling, their questionto capture information about the person calling, their question, the , the resolution information provided to the caller, and any other perresolution information provided to the caller, and any other pertinent datatinent data

•• Emails and faxesEmails and faxes will also directly result in a new incident being created in thwill also directly result in a new incident being created in the e CRM tool CRM tool ((RightNowRightNow Technologies)Technologies) and routed to the appropriate queue for responseand routed to the appropriate queue for response

•• All customers have access to the public facing All customers have access to the public facing Web site Web site ““answers.hud.govanswers.hud.gov”” ((RightNowRightNowTechnologies)Technologies) which provides direct access to the searchable Knowledge Base, which provides direct access to the searchable Knowledge Base, and and provides the ability for a customer to submit a question via theprovides the ability for a customer to submit a question via the Web site, or initiate a Web Web site, or initiate a Web chat with a CSRchat with a CSR


Support Tiers

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•• Within the FHA Resource Center, three levels of support to be esWithin the FHA Resource Center, three levels of support to be established:tablished:oo Tier 1 Customer Service Representatives (CSRTier 1 Customer Service Representatives (CSR’’s)s) respond to inquiries from respond to inquiries from

the general public who do not currently have an FHA mortgagethe general public who do not currently have an FHA mortgageoo Tier 2 CSRTier 2 CSR’’ss respond to inquiries from the general public who have an FHA respond to inquiries from the general public who have an FHA

mortgage or are in the process of obtaining an FHA mortgage, andmortgage or are in the process of obtaining an FHA mortgage, and from the from the lending industrylending industry

oo Account RepresentativesAccount Representatives are assigned to large lenders for direct support of are assigned to large lenders for direct support of advanced issues and to provide subject matter expertise to Tier advanced issues and to provide subject matter expertise to Tier 1 and Tier 2 CSR1 and Tier 2 CSR’’ss

•• All FHA Resource Center personnel provide information from the HAll FHA Resource Center personnel provide information from the HUDUD--approved approved Knowledge BaseKnowledge Base to ensure standardized accurate information is to ensure standardized accurate information is provided provided

•• FHA case information provided through direct connection to FHA case information provided through direct connection to SFISnetSFISnet, , containing the most comprehensive and updated view of FHA informcontaining the most comprehensive and updated view of FHA informationation

•• I f an inquiry cannot be answered by the FHA Resource Center, theI f an inquiry cannot be answered by the FHA Resource Center, then the call n the call is is ““warm transferredwarm transferred”” to the appropriate group within the appropriate to the appropriate group within the appropriate HOC for resolutionHOC for resolution


Warm Transfers

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•• ““Warm TransfersWarm Transfers”” (Phase 2)(Phase 2)oo I f an ECS Team CSR or Account Representative determines that theI f an ECS Team CSR or Account Representative determines that the

required information or response is NOT in the knowledge base, trequired information or response is NOT in the knowledge base, then hen the CSR or AR initiates a warm transferthe CSR or AR initiates a warm transfer

oo CSR/AR puts the caller on hold, determines the appropriate HOC aCSR/AR puts the caller on hold, determines the appropriate HOC and nd queue within that HOC to which the call should be transferred, tqueue within that HOC to which the call should be transferred, transfers ransfers the incident within the incident within RightNowRightNow to the appropriate HOC/queue, and dials to the appropriate HOC/queue, and dials the number of the appropriate HOC/queuethe number of the appropriate HOC/queue

oo Once a HOC employee is on the phone, the ECS Team CSR/AR Once a HOC employee is on the phone, the ECS Team CSR/AR introduces him/herself, briefs the HOC employee on the nature ofintroduces him/herself, briefs the HOC employee on the nature of the the call, provides the HOC employee with the incident number within call, provides the HOC employee with the incident number within RightNowRightNow to reference, and hangs upto reference, and hangs up

•• Other interfacesOther interfacesoo RightNowRightNow incidents transferred to HOC queues after normal business incidents transferred to HOC queues after normal business

hours with no warm transfer during Phase 2hours with no warm transfer during Phase 2


Phased Approach

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•• Phase 1Phase 1oo Beginning Beginning February 1February 1stst, 2006, 2006, FHA Resource Center receives calls , FHA Resource Center receives calls

from the general public only (expect to receive approximately 30from the general public only (expect to receive approximately 30,000 ,000 calls per month)calls per month)

oo All existing 800/877All existing 800/877-- lines will point to lines will point to 11--800800--CALLFHACALLFHA, with that , with that number pointing to the new IVR in the Indianapolis facilitynumber pointing to the new IVR in the Indianapolis facility

oo The top level IVR script will connect members of the lending indThe top level IVR script will connect members of the lending industry to ustry to the appropriate HOC via new 800 numbers for direct access to thethe appropriate HOC via new 800 numbers for direct access to theHOCHOC’’ss

oo I f a member of the lending industry comes through to the FHA ResI f a member of the lending industry comes through to the FHA Resource ource Center inadvertently, the CSR/AR will warm transfer the call to Center inadvertently, the CSR/AR will warm transfer the call to the the appropriate HOC, while appropriate HOC, while staying on the linestaying on the line to listen for training to listen for training purposes and to close the incident in the CRM toolpurposes and to close the incident in the CRM tool

oo Calls received during Phase 1 could be Calls received during Phase 1 could be Tier 1Tier 1 (general public who does (general public who does not have an FHA loan, or one in process) not have an FHA loan, or one in process) or Tier 2or Tier 2 (consumer who has (consumer who has an FHA loan or one in process)an FHA loan or one in process)

oo Tier 2 calls could require access to Tier 2 calls could require access to SFISnetSFISnet or a warm transfer to a HOCor a warm transfer to a HOC

•• Phase 2Phase 2oo Beginning Beginning April 3April 3rdrd, 2006, 2006, all contacts, including the public and lending , all contacts, including the public and lending

industry, are routed to the FHA Resource Center (expect to receiindustry, are routed to the FHA Resource Center (expect to receive ve approximately 80,000 contacts per month)approximately 80,000 contacts per month)

oo HOC employees will have HOC employees will have full access to the CRM (full access to the CRM (RightNowRightNow) ) systemsystem, and will be expected to close incidents for those calls that a, and will be expected to close incidents for those calls that are re warm transferred to themwarm transferred to them

oo The following requirements will be implemented as part of Phase The following requirements will be implemented as part of Phase 2:2:• Fax-on-demand services• Web chat services• Message board services• Call performance scoring• Enhanced IVR and CTI solutions (“text-to-speech” lookups of case

information)• Postal mail• Public access to Knowledge Base / FAQ’s


Project Organization and Key People

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February 1February 1stst staffing levels (below Site Manager):staffing levels (below Site Manager):5 Team Leaders5 Team Leaders3 Tier 1 CSR3 Tier 1 CSR’’s, s, 14 Tier 2 CSR14 Tier 2 CSR’’s, s, 7 Account Representatives7 Account Representatives

Project ManagerJ effrey PowellHUD Contract GTM

David Dwyer

Philadelphia HOC GTMLou CiceroJoanne Peak

Atlanta HOC GTMAda Caro

Denver HOC GTMKarol J ensen

Santa Ana HOC GTMHarley Hurt

QA Manager /Deputy Contract Mgr

Darian Dennis

Training Manager

Alex Alcalde

I ndianapolisFacility Manager

David Jacobs

Subject MatterExpert

Bud Carter

Site Manager

Lori Nielson

Tier 1 TeamLois Love

Tier 2 Team AKathy Grider

Tier 2 Team BKelly Blubaum

Tier 2 Team CSandra Carey

AccountRepresentativesSarah Goodman

** All shaded boxes on the ECS ** All shaded boxes on the ECS organization chart are people organization chart are people who reside in the Indianapolis who reside in the Indianapolis contact center facilitycontact center facility

April 3April 3rdrd staffing levels (below Site Manager):staffing levels (below Site Manager):5 Team Leaders5 Team Leaders8 Tier 1 CSR8 Tier 1 CSR’’s, s, 27 Tier 2 CSR27 Tier 2 CSR’’s, s, 7 Account Representatives7 Account Representatives


Points of Contact

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ECS Team Points of ContactECS Team Points of Contact•• Project Manager Project Manager ––

J effrey PowellJ effrey PowellOffice (703) 270Office (703) 270--1540 x10181540 x1018Cell (703) 434Cell (703) [email protected]@ecs-- federal.comfederal.com

•• Site Manager Site Manager ––Lori NielsonLori NielsonOffice (317) 472Office (317) 472--29112911Cell (317) 716Cell (317) [email protected]@aspensys.com

•• QA Manager / Alternate Contract QA Manager / Alternate Contract Manager Manager ––

Darian DennisDarian DennisCell (252) 617Cell (252) [email protected]@ecs-- federal.comfederal.com

HUD Point of ContactHUD Point of Contact•• Contract GTM Contract GTM ––

David DwyerDavid DwyerOffice (804) 771Office (804) 771--2100 x37102100 x3710Cell (804) 839Cell (804) [email protected][email protected]


2: RightNow Service OverviewIntroduction to ServiceRightNow Service provides an easy-to-use customer service and support solution that intelligently assists both customers and agents with inquiry resolution across traditional and online channels. You can easily capture, respond to, manage, and track all service interactions in one consolidated application that optimizes agent efficiency and enables you to proactively manage customer relationships.

Course ObjectivesBy the end of this workbook, you should be able to:

Navigate the Answers web site pages

Navigate the Session Console

Log Phone Calls, Voicemail, Postal Mail, Voicemail and Faxes

Respond to Email and Ask A Question incidents from the Answers site

Update contact and organization information

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Login InformationLogging into RightNow Service is easy.

Enter the URL to access

Answers site URL: HUD. Custelp.com

Support URL: hud.custhelp.com/cgi-bin/php/admin/session/login.php

Enter the username and password in the fields on the Login screen.

Login: _____________________________________

Password: We recommend you don’t write down your password! Memorize it and keep it safe!

Press the Enter key or select the Login icon.

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FHA Resource Center – HOC Workbook Section 2: Session Console

3: Navigating the Session ConsoleObjectives:

Understand the Session Console

Understand Personal Settings

Navigate the Support application

Key Terms:CRM – Customer Relationship Management is the genre of this type of application. It is used to manage incidents and information dispersal to large customer bases throughout government and commercial industries.

Administration interface—The administration graphical user interface that includes consoles, panels, and windows used to administer RightNow Service.

Customers—borrowers and lenders that contact HUD with questions

CSR—Customer Service Representative: A staff member who may be assigned incidents and Live chats with borrowers and lenders (customers), and who may also maintain contact and organization records.

Command area—The area on the left side of the toolbar containing buttons for performing actions specific to the current window or console.

Console—A major window in RightNow Service where administrators, agents, and other staff members can access and work with RightNow Service. Consoles include Session, Support, Live, Answer, Analytics, and Management and Configuration.

Inbox—An agent’s personal queue. The inbox contains all incidents that have been pulled from a queue or multiple queues, and are currently assigned to the agent.

Incident—Any question or request for help from an end-user through Ask a Question or email inquiries, Live chat sessions, site or answer feedback, or inquiries from external sources using RightNow Service’s published application program interface. Incidents can also be added by agents in the Support Console.

Navigation area—The area on the right side of the toolbar containing buttons for accessing other consoles, Help, and the Links menu.

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Toolbar—The bar across a console or window in RightNow Service containing buttons for performing functions and accessing consoles, modules, help, and links in RightNow Service.

Lesson 1: Session Console ToolbarObjective: Light to moderate familiarity with the Session Console.

The session console contains valuable information that can help you perform your duties as an agent, manager, or administrator. Depending on access you may see all Queues in the system, queues assigned to your profile, or no queues. All users will see the message notification pane.

Navigation Bar:Logout – Be sure to use this icon/button to exit the system.

Preferences - password change and default screens setup.

Support Console – leads to support console or the answers console.

i button – provides documentation about the CRM support system

Links – links to resources such as the knowledge base “Answers” web site.

Queue Stats – shows various counts that allow a rep to gauge activity

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Lesson 2: Deleting a messageObjective: Learn the purpose of this screen

Notification messages are sent for multiple reasons within the RNT Application. For an example, when an incident is reopened by another staff account, when an incident is assigned to you, or when an incident has been reassigned.

Activities:1. Select a Message in the Message Pane, and click the Delete icon.

2. Select the Refresh icon to see new messages.

Discussion Points:1. Deleting a message does not delete the incident associated to it.

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Lesson 3: Changing the PasswordObjective: Changing the password

Personal Settings provides access to changing passwords and setting up start console, country, email notifications, or the option to be notified always.

Activities:1. Click the Personal Settings icon > Change Password to view function.

2. Select the Personal Settings button > Personal Settings. Select Default Settings > Support Console from the Startup Console.

3. Log out and log back in to see this feature in action.

Discussion Points:1. How do you log out?

2. What happens when you log out? Does it close all open consoles?

3. Do you have the option of selecting default views for specific consoles?

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FHA Resource Center – HOC Workbook Section 3: Support Console

4: Support ConsoleObjectives:

Understand the work flow

Reply to incidents

Understand required fields

Manage incident

Comfortably navigate an incident and its tabs and fields

Key TermsRepresentative—A staff member who may be assigned incidents and Live chats with end-users, and who may also maintain contact and organization records.

Inbox—A representative’s personal queue. The inbox contains all incidents that have been pulled from a queue or multiple queues, and are currently assigned to the agent.

Incident—Any question or request for help from an end-user through Ask a Question or email inquiries, Live chat sessions, site or answer feedback, or inquiries from external sources using the “Answers” web site. Incidents can also be added by agents in the Support Console.

Incident Side panel: Display portion to the left of the tabs section that shows key incident fields such as Queue, Status, Assigned, and SLA

Organization—Any company, business unit of a large company, or government agency that has an organization record in the knowledge base. Organizations can have SLAs with custom levels of answers assigned to them so that contacts associated with the organizations can view privileged access answers.

Support Console—The console for adding, editing, viewing and responding to incidents, and adding and maintaining contact and organization records. The Support Console tracks all incidents generated by end-users through any source. Also called agent interface.

Tab Set: Contains incident information, contact, organization fields, and custom tabs.

Toolbar: Contains both the command and navigation areas located in both rows. To the left of the second row are the command buttons for the view grid and to the right is the command area for the tab set.

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View—A unique display of information customizable for the Support and Answer Consoles and end-user search pages, including the Find Answers page and the My Stuff—Questions page. A view specifies the search options available (fixed and run-time selectable filters) used to select particular groups of answers and incidents, and the output columns that will be displayed.

View grid—The output columns of the currently selected view on the Answer and Support Consoles, and the Find Answers page on the end-user interface.

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Lesson 1: Introduction to an Incident ProcessThis workflow applies all incident types: Phone, Email, Ask A Question, Fax, Postal Mail, and Voicemail.

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Lesson 2: Introduction to the Support ConsoleObjective: Light to moderate understanding of the support console features and functions.

The Support Console assists you in managing and solving incidents, and maintaining organizations and contacts in the knowledge base, while providing your customers with effective and timely customer service and support. For our first example we are going to start with a basic phone call.

From this screen, all incidents may be managed and resolved. The next several lessons will drill you in how this screen will be used to respond to five different types of incidents:

1. Phone Call

2. Email

3. “Ask a Question”

4. Fax

5. Voice message

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Lesson 3: Working an Incident: The Bare EssentialsObjective: Light familiarity with reviewing and resolving an incident.

The following steps in this lesson are a basic procedure which will provide a foundation for further learning. Repeat this lesson with two to three incidents.

1. Call is transferred and FHA Resource Customer Service Representative provides the incident number.

2. Click on Refresh Button. The view should be “My Inbox”.

3. If the other end has saved the incident and assigned it properly, it will appear in your queue.

NOTE: Since this is a training environment, this will not work like this because there isn’t really someone on the other end assigning a call to you. Your incidents should already be assigned to you.

4. Verify with the customer that you have the right person.

5. Click on the message tab and review the Incident subject.

6. Type in an answer, change the status to resolved, and Save.

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Lesson 4. Skills PracticeObjective: Learn how to create a new incident and a new contact.

New Skill: Associate a contact

Working with Phone IncidentsA variety of incidents are handled in a slightly different manner. The following exercises review phone incidents.

Instructions: Create a New Contact for each of the following incidents and apply each step of the Basic Incident Process using the Support Console. Follow along with the instructor as he or she guides you through these steps. If you run into a difficulty, make yourself heard! Feel free to speak up!

1. “I want to check on the status of my waiver on well and septic distance.”

2.“ I have an identity of interest sale on a 203K mortgage and I want to know if I need to get 2 appraisals.

3. “I am calling from Congressman XXX's office, and he would like to know about HUD's marketing plans in Baltimore.

Note: Refer back to your 6 Bare Essentials from Lesson 3 for the handling and status adjustment of each of these practice items.

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Lesson 5: Case Studies

HOC Case Studies

Case #1

SummaryYou have just received a warm transfer from the FHA Resource Center. John Lightfoot is calling in from a Reservation in Arizona. All of his life he and his family have been renting their home. John has worked hard in his career in education and has saved and invested his money well. He is now interested in purchasing property and a home. He and his family have very strong ties to the Reservation. In fact John is a well respect and very active civic and community leader. He is particularly interested in purchasing a home on tribal land.

John has called the 800 number to receive information about what programs may be available for Native Americans on Tribal Land.

How would you handle this call?

New Skill: Add a note to this call.

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Case #2

SummaryLisa Smith considers herself pretty savvy on the internet. So when she had a question as a current Homeowner, she decided to go the “Ask A Question” website to get some answers. Lisa is single and her mother who is disabled recently moved in with her. She recently found out that her home needs the roof replaced and will require a ramp for her Mom to be able to access the house. The home rehabilitation costs are estimated to be about $10,000.00.

Lisa searched the ‘Ask a Question” site and although she found a wealth of information she didn’t get the answers that she was looking for. So she has submitted the following question on-line:

“What is the FHA Rehabilitation Mortgage Program?”

The FHA Resource Center Tier 1 representative has forwarded this question to the Account Representatives. They in turn have forwarded the question to the HOC, stating the answer could not be found in the Knowledge Base.

How would you respond?

New Skill: Sending a response that is an email. Understand the difference between “Customer Response”, “Response”, and “Note” fields. Understand that the radio button selects between different fields.

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Case #3

SummaryBob Bailey is a conscientious man. He prides himself on always having all of his affairs in order. He has a current FHA mortgage and is interested in paying it off early. Bob called the 800 number to find out where he could obtain information on prepayment penalties for FHA mortgages.

When the Tier 1 representative received his call, the Knowledge Base instructed the representative to have the caller referred to the FHA National Servicing Center. Bob was transferred to the HOC

How would you handle this call using the Support Center Console?

New Skill: Search the knowledge base for this answer using the “Search” feature. Mark the item as “escalated appropriately.”

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Lesson 4: Working with Views

The view grid displays the output columns of the currently selected views. A view determines which fields are displayed, the order of the fields displayed, and how the records are sorted. Any field can be included in the output, including incident contact and organization fields. The six default views for the Support Console include My Inbox, My incidents, Today’s Incidents, Incidents, Queues, Contacts, Organizations and Groups. The search and selection criteria defaults vary from one Support Console view to another. My Inbox and My Incidents Views are available for each CSR. Dependent on position other Views may be available.

Activities: 1. Select the My Inbox View, which displays all your unresolved and

updated incidents.

2. Select My Inbox View. Next, click the Search icon. Take a look at the search fields. Now select a different view, and click the Search icon. As you can see, the search criteria are dependent on your view.

3. Select the My Incidents View, and search for all your Resolved incidents.

4. Using the Quick Search, find the incident you submitted this morning.

Discussion Points:

1. Representatives can not create their own views.

2. The Incident Quick Search saves a list of the last 10 incidents that you have worked on.

3. Escalated incidents appear in blue on the Support Console (all views have been updated). Incidents escalate regardless of type (Postal Mail, Email, Chat, Fax, Answer Feedback, Ask a Question). Incidents escalate if they are unresolved or Updated and 11 hours have passed since incident creation.

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All incidents that are Unresolved or Updated and 24 hours old or older appear in red on the Support Console. All views have been updated.

Lesson 5: Working Phone Call IncidentsThis lesson will explore the basic steps to working a phone call incident.

Phone Call Scenario:Caller would like to know how to become a HUD Counselor

1. Call is transferred and is assigned to an available HUD counselor. The incident number and contact information is provided by FHA Resource Agent: The HUD Counselor gives Agent their name

2. Select Incident; incident populates as shown below:

3. Verify Incident Subject: HUD Counselor.

4. Verify Customer Entry Caller would like to know how to become a HUD Counselor.

5. In the Message Tab; Select the Search button to search the knowledge base for the answer to the Consumers question. Type in the following

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for the search text: “HUD Counselor” and select Search. Verify KB Answer doesn’t exist.

6. Select Details Tab to update necessary custom fields.

7. Select Contact Tab to update necessary custom fields.

8. Select Resolved for incident status.

9. Assign Category appropriate categories.

10. Select Save to complete this incident.

Phone Call Scenario 2:

Caller would like to know, “Can the lender collect from the borrower amounts advanced for a required principal reduction?” Caller also wished to remain anonymous.

1. Call is transferred and is assigned to an available HUD counselor. The incident number and contact information is provided by FHA Resource Agent: The HUD Counselor gives Agent their name

2. Select Incident; incident populates as shown below:

3. Select the Message Tab > Enter Subject: Principal Reduction.

4. Select the Message Tab > Enter Customer Entry Caller, “Can the lender collect from the borrower amounts advanced for a required principal reduction?”

5. From the Message Tab; To verify a KB answer doesn’t exist, select the Search button to search the knowledge base for the answer to the Consumers question. Type in the following for the search text: “borrower advanced principal reduction” and select Search. Verify Answer doesn’t exist.

6. Answer does exist; “Can the lender collect from the borrower amounts advanced for a required principal reduction?”

7. Append Answer Text to the Customer Entry.

8. Select Note radio button to add an internal note.

9. Select Details Tab to update necessary custom fields, Update HOC Only – Escalated Properly Custom Fields.

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10. Select Contact Tab to update necessary custom fields.


12. Assign Category > Credit Underwriting > Assets and Funds to close> Gift Funds.

13. Select Save to complete this incident.

Discussion Points:

1. Once a note is saved to the discussion thread, can it be deleted?

2. How do you update contact information?

3. Where can you find the name of the person who previously owned the incident assigned to you?

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Lesson 6: Replying to Email/Fax IncidentsObjective: This lesson will explore the basic steps to replying to an email/fax incident. We will update the incident status, review customer history, add internal notes and use standard text with our reply.

Email Scenario 1: James Adams would like to know, “How do I buy a HUD foreclosed home?”

1. Click on the Fill Inbox Button.

2. Click on the Contacts Button on the Toolbar >Select the My Inbox View; right-click an incident in the view grid, and select Edit Incident > Messages to activate the message tab with this incident’s information.

3. Select Message Tab; review the incident discussion thread and information provided in the sidebar.

4. From the Contact Tab, select the Incident radio button; right-click any of the incidents listed for the customer, and select View or Edit for additional information.

5. From the Contact Tab, update all necessary contact custom fields.

6. Select the Messages Tab; to verify a KB answer doesn’t exist, select the Suggestions button to search the knowledge base for the answer to the Consumers question. Type in the following for the search text: “buy HUD foreclosed” and select Search.

7. Verify that a KB Answer does not exist.

8. Click on the Response radio button to Compose Response.

9. Click the Notes radio button and add an internal note. Customers cannot view notes. Notes can only be viewed externally when an incident is forwarded out of the system.

10. Select the Details Tab; update all necessary incident custom fields.


12. Assign appropriate categories.

13. Select the Send Response check box when you ready to send a reply.

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14. Click the Save button to send the reply to the customer.

Lesson 7: Replying to an Ask A Question IncidentsThis lesson will explore the basic steps to replying to an Ask A Question incident. We will update the incident status, review customer history, add internal notes and use standard text with our reply.

Ask A Question Scenario 1:Customer would like to know, “Does FHA allow unsecured loans to be used toward the down payment?”

New Skills: Viewing the audit trail and the session trail

1. Click the Fill Inbox Button.

2. Select the My Inbox View; right-click an incident in the view grid, and select Edit Incident > Messages to activate the message tab with this incident’s information.

3. Select Message Tab; review the incident discussion thread and information provided in the sidebar.

4. Select the Messages Tab; To verify an answer doesn’t exist select the Search button to search the knowledge base for the answer to the Consumers question. Type in the following for the search text: “unsecured loans down payment?” and select Search.

5. Select the Answer “Does FHA allow unsecured loans to be used toward the down payment?” and review the content for the answer.

6. Select Response button and compose response using KB Answer.

7. From the Contact Tab, update all necessary contact custom fields.

8. Select the Details Tab to review the Customers End-User Session.

9. From the Details Tab, update all necessary incident custom fields.

10.Click the Notes radio button and add an internal note. Customers cannot view notes. Notes can only be viewed externally when an incident is forwarded out of the system.

11.Select Resolved for incident status.

12. Assign appropriate categories.

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13. Select the Send Response check box when you ready to send a reply.

14. Click the Save button to send the reply to the customer.

Discussion Points:

1. What is the difference between an Incident Files and Response Files?

2. Why can’t we see the Session Information for email incidents?

3. Where do we view the Incident Source?

4. If the Incident does have an available KB Answer, how do you classify it?

5. Why is it important to check session information on an incident?

6. How do you update contact information?

7. What other ways might an incident become assigned to yourself?

8. Where can you find the name of the person who assigned an incident to you?

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Lesson 8: Proposing AnswersProposing answers into the knowledge base is a powerful tool for agents. With the Propose Answer feature, you can propose answers from an incident, ensuring that the information your customers are inquiring about is the same information you are providing answers for.

1. Highlight an incident, and click the Propose Answer icon. It is best to propose an Answer after the incident has been resolved since it provides all the information for the content manager.

2. Click the OK button at the message prompt.

Discussion Points:

1. Why is it important to propose answers into the knowledge base?

2. Incidents should be fully resolved before submitting an answer. Why?

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5: Answers SiteObjectives:

Navigate the “Answers” web site knowledge base and find answers

Use “Ask a Question”

Understand Key Terms and abbreviations

Ask a lot of questions!

IntroductionThe public facing Answers site combines knowledge base articles from several sources. From lender information to credit underwriting to foreclosure to auction, many topics are covered. However, some knowledge base articles may only be found in the internal knowledge base, only accessible by HUD support personnel.

In addition to serving as a frequently asked question (FAQ) site and a knowledge base site, the Answers site also serves as a “Questions” site. It provides the ability for a borrower or lender to “Ask a Question” that wends its way directly into the HUD support system. Such questions may end up in your inbox. This section will provide an overview of how users search the online knowledge base on the Answers site, and also how they “Ask a Question.”

Key Terms:Browse—a search method on the end-user interface in which answers are grouped based on keywords, products, sub-products, categories, sub-categories, and noun phrases in the Summary and Question fields. Browse can be configured as single-level browse, which provides a guided search, or multi-level browse, which enables end-users to view the topic clusters of the knowledge base to find their own answers.

Complex expression—A search technique that enables end-users and staff to search for words or phrases when they know only a portion of them. This technique supports wildcard searching using an asterisk (*) at the end of a word or partial word. Word stemming and logical operators are supported. This technique is available on the end-user interface and the Answer and Support Consoles.

Logical operators—The symbols, (+) and (-), that can be used in most search techniques in RightNow Service to explicitly find answers that have a word (+) or that do not have a word (-).

Multi-level browse—An option in the Browse search method that provides end-users with a graphical interface similar to a file management system. End-users

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can navigate the knowledge base tree hierarchy to find answers. This search is designed for advanced users who know what they are looking for and want the freedom to view the topic clusters of the knowledge base to find their own answers.

Single-level browse—An option in the Browse search method that provides end-users with general topics they can choose from and then narrows to a specific answer. This option is designed for users who prefer to be guided through their search.

Text searching—A feature that enables end-users and staff members to search using their own words instead of choosing values from specific fields. The entered text is compared to the indexed keyword phrases for answers and keywords for incidents to locate similar keyword phrases.

Lesson 1: Introduction to the HUD Answers SiteThis flowchart shows how the different areas of the Answers site navigate.

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Answers Site MapAnswers Site Map

Answers Web Site Map


Lesson 2: Searching the “Answers Site” Knowledge BaseObjectives: Understand how external facing customers use the knowledge base and its content

Activities:

1. On the Answers tab, take a look at the “Category” pull-down select menu. Select “All” if it isn’t already. Next, type the keyword “Streamline K program”, and then click the search button.

2. Select the “What is the Streamline K program?” answer.

3. Provide feedback on how well this answer met your needs.

4. To subscribe for an email notification when this article is updated, scroll down and click on “Notify me by email if this article is updated. The web site will prompt you to create an account as a consumer or lender, please create an account.

Discussion Points:

1. When was this answer created?

2. Are there any related answers for this search?

3. What are the categories associated to the “What is the Streamline K Program?

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Lesson 3: Ask a QuestionObjective: Experience how customers “Ask a Question” to submit an incident.

Activities:

1. Select the “Ask a Question” tab.

2. Since we are already logged in, we don’t need to enter our Email or create a new account. If you do not have a user account, you will need to create one from the My Stuff tab.

3. In the Question field, enter :

I am a teacher in NYC and am looking to buy a HUD home. If I work in the NYC Dept of Ed, am I eligible to purchase a house within my borough or must the house be in the neighborhood I teach?”

4. Select the appropriate category: HUD Owned Properties>

Discount Programs > Teacher Next Door.

5. Enter into the appropriate fields:

FHA Case Number: (only for existing cases)

State : New York

Zip code = 10003.

6. Click the “Submit Question" button.

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7. Consumer/Lender will receive a confirmation page once they select submit question as shown below:

Discussion Points:1. What are the required fields on the Ask a Question Page?

2. What are the first six digits of the Incident Reference Number?

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Lesson 4: “My Stuff” TabObjective: My Stuff Tab provides customer access to messages from HUD personnel “Ask a Question” cases, provides Notification Management, and Account Profile information. Learn to use its features.

Activities:

1. Select the My Stuff tab > Account Profile, and update username and password.

2. Select Answer Update Notifications and delete the subscription you created in lesson 3, activity 4.Update your incident with additional information

Discussion Points:

1. Will you receive a notification if your answer notification is about to expire? Why or why not?

2. True or False: You can have multiple email addresses as a customer?

3. True or False: If you have multiple email addresses as a customer, do all of your email addresses receive a copy of incident responses?

4. Can a customer close his incident, or does an agent need to close it?

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Appendix : Support Console Tab and Field Definitions:Contact Tab: The Contact tab contains all the information about the contact associated with an incident, additional custom fields, and customer history.

Contact Custom Fields:

All Contacts: Client Type Email Announcements Notes

Consumer Information Source Marketing Code

Lending Industry Organization Position Lender ID NAID TIN CHUMS ID

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Message Tab: Discussion threads for incidents are located on the Messages tab. The straightforward format of the discussion thread enables you to quickly see all entries made to an incident; including the date and time each entry was made.

Subject: A brief summary of caller’s inquiry

Customer Entry: Enter customer inquiry for all phone calls, letters, and voicemails.

Response: Used to compose a response to the customer for all emails, Ask a Question, and fax incidents.

Standard Text: Predefined standard text used in incident.

Suggestions: System generated suggestions to answer customer inquiry.

Search: Search the knowledge base for applicable answers.

Quick Text: Shortcut to inserting standard text.

Quick Answer: Shortcut to inserting KB Answer.

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Details Tab: The Details Tab contains all other incident details, including the mailbox and interface associated with the incident, the source of the incident, and any incident custom fields defined by your RightNow administrator. In addition, you can see any files that are permanently attached to the incident.

Incident Custom Fields:

Call Recording – For Quality Assurance Program Only

General Information Incident Source FHA Case Number Property State Property Zip Code Fulfillment Request

Callback Request: Callback Date Callback Time

Complaint Existing Request Number Complaint Against (Customer Type) Complaint Issue Complaint Level Single Family Complaint? Lender’s ID

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CHUMS ID NAID TIN

HUD Only – Correctly Escalated? HUD Staff GTM Verified Comments

Files: Add attachments via browse or view, download, delete, or access properties.

Session: View all actions performed by the end-user from your support site prior to submitting a question. Note: Only available from Ask A Question Incidents.

Audit Log: View the actions taken on the incident by the incident originator, agents, and the system.

Organization Tab: The Organization Tab contains all the information about the organization associated with the incident. As you can see John Smith does not belong to an organization.

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SFIS Net and FHAC User Guide Tabs are custom tabs available to access you in completing your incident.

Incident Side Panel – must be updated for each incident if there is a change.

Incident Reference Number: 12-digit number assigned to the selected incident.

Primary Contact: primary contact information for consumer or lender.

Incident Status: Resolved, Unresolved, Updated, Waiting, and Referred:

Unresolved (unresolved) – New or Open Incidents.

Resolved (solved) – Incident has been solved.

Updated (unresolved) - Updated by Consumer/Lender via email or the My Stuff page.

Waiting (waiting) – Indicates waiting for consumer/Lender; depending upon configuration incidents in Waiting status may be set to Solved automatically by the system based on a specified period of time.

Referred (solved) - Incidents that are referred outside of the Resource Center and HOC – to NCS or another government agency.

Assigned: The assigned staff account.

Category: A mechanism for classifying incidents.

SLA: Service Level Agreement associated to organization or contact

Queue: A container for related incidents.

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Answer Access Levels:

General Public: All customers will see answers assigned to the General Public Answer Access Level.

Industry: All Industry Customers will see answers assigned to the Industry Answer Access Level.

CSR/HUD: All KB Answers and Internal Answers that are not published on the End-User Pages.

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