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Field Force Help Desk (FFHD) User Manual
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FIELD FORCE HELP DESK (FFHD)
User Manual Version 1.0
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Version
No
Created By Created On Verified By Verified On Description
Draft Mr. Jayendrasinh
Gohil
29/08/2016 - -
1.0 Mr. Jayendrasinh
Gohil - -
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Index
1. Purpose ................................................................................................................................................. 4
2. Abbreviations/Terms ............................................................................................................................ 4
3. Roles and Responsibility ....................................................................................................................... 4
4. Alerts [Email Notification] ..................................................................................................................... 5
5. Icons ...................................................................................................................................................... 5
6. Field Force Help Desk Portal ................................................................................................................. 6
A. Login .................................................................................................................................................. 6
B. Field Force [FF] .................................................................................................................................. 7
1. Log Call .............................................................................................................................................. 7
Go to -Transactions +Call Pane => Log Call ............................................................................................... 7
2. Call Details ......................................................................................................................................... 8
C. Department POC ............................................................................................................................... 9
1. Call Details ......................................................................................................................................... 9
2. Call Assign ....................................................................................................................................... 11
3. Reply or Feed Back .......................................................................................................................... 12
D. Admin [BHDA] ................................................................................................................................. 12
1. Log Call ............................................................................................................................................ 12
2. View Query Detail ........................................................................................................................... 13
3. Forward query to department ........................................................................................................ 14
4. Call Escalation ................................................................................................................................. 15
5. Call Completion ............................................................................................................................... 16
6. View Call History ............................................................................................................................. 17
7. Call Details Report ........................................................................................................................... 18
E. Supper Admin [BHDA] ..................................................................................................................... 19
F. Logout ............................................................................................................................................. 24
7. Technical Assistance ........................................................................................................................... 25
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1. Purpose
Field Force Queries resolution is an important and time consuming activity as it involves
identification of exact requirement, routing it to concern department and co-ordinate up to end
point where Field Force gets satisfactory and legitimate response.
Current modus being operated through EMAIL to handle Queries of Field Force is not capable to
handle scale in ever changing dynamic situation, seeking an efficient mechanism equipped with
automated process to enable all stakeholders perform their role neatly and cleanly.
2. Abbreviations/Terms
FF – Field Force BHDA – Branded Help-Desk Admin DPOC – Department Point of Contact ERD – Expected Response Date, Completion Date by which DPOC should finish the work. ID – Implementation Detail (refer solution approach – for developers only) Query = Call, Request etc. Service Cycle – Inception of Request to Closure of Call PTF = Predefined Time Frame – Time By which department has to respond for specific Subject, commonly known as SLA (Service Level Agreement) Subject = i.e., HR Query could be for PF, Leave, Employment Letter etc
3. Roles and Responsibility
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4. Alerts [Email Notification]
5. Icons
a. * Mandatory Fields.
b. Search
c. Reload
d. Export to Excel
e. Call Assign
f. Reply or Feed Back
g. Call Escalation
h. Call Completion
i. Call History
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6. Field Force Help Desk Portal
A. Login
Open http://ffhd.cadilapharma.in/FFHD in Google Chrome
Use Employee ID and Password
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B. Field Force [FF]
1. Log Call
Go to -Transactions +Call Pane => Log Call
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Login user Employee ID is display.
Descriptions of query, Max 150 char support.
Query related attachment, Only .pdf, .xls, .xlsx, .doc and .docx file format supported with maximum 2 MB size.
2. Call Details
Go to => Transactions => Call Details
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Call Number
Description
Log Date
Status
Call is not assign to respective department then FF should be editing this call.
Time-Line
Description / Remarks
Contact Details
C. Department POC
1. Call Details
Go to Transactions => Department Panel
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Call Number
Employee ID-[Call For]
Employee Name-[Call For]
Log Date
Description
Employee ID-[Who Assign this Call]
Employee Name-[Who Assign this Call]
Assign Date
Call Status
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2. Call Assign
On Action column of Call List click on specific Call Number’s [Call Assign Buttons].
Enter relevant detail and assign query to concern department point of contact person.
Name of Department.
Name of relevant contact person.
Relevant query type based on department.
Remarks, Max 150 char support.
Related attachment, Only .pdf, .xls, .xlsx, .doc and .docx file format supported with maximum 2 MB size.
Contact details.
Call History.
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3. Reply or Feed Back
On Action column of Call List click on specific Call Number’s [Reply or Feed
Back Buttons]. Enter relevant detail and reply or feedback query to assign person.
Reply
Feed Back
Time Line
Respective Person Contact Details
D. Admin [BHDA]
1. Log Call
Go to Transactions => Log Call
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Admin should search and select Employee.
Descriptions of query, Max 150 char support.
Query related attachment, Only .pdf, .xls, .xlsx, .doc and .docx file format supported with maximum 2 MB size.
2. View Query Detail
Go to Transactions -> Admin Panel
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Number of New Calls.
Number of Assign Calls.
Call Number.
Employee ID.
Name of Employee.
Log on-[Date].
Description.
Status.
3. Forward query to department
Follow the Step 2 View Query Details
On Action column of Call List click on specific Call Number’s [Call Assign Buttons].
Enter relevant detail and assign query to concern department point of contact person.
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Name of Department.
Name of relevant contact person.
Relevant query type based on department.
Remarks, Max 150 char support.
Related attachment, Only .pdf, .xls, .xlsx, .doc and .docx file format supported with maximum 2 MB size.
Contact details.
Call History.
4. Call Escalation
Follow the Step 2 View Query Details
On Action column click on respective Call Numbers Call Escalation Buttons.
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Escalate
Cancel
5. Call Completion
Follow the Step 2 View Query Details
On Action column click on respective Call Numbers Call Completion Buttons.
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Remarks, Max 150 char support.
Related attachment, Only .pdf, .xls, .xlsx, .doc and .docx file format supported with maximum 2 MB size.
Click for Call Completion
Click for reset the form.
Click for close the popup.
6. View Call History
For view respective call history, follow the Step 2 View Query Details
On Action column click on respective Call Numbers Call History Buttons.
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Time-Line
Contact Person Name-[Employee ID]
Description / Remarks
Contact Details
Attachment download
7. Call Details Report
This Report contains detail information about call like, Query type, who log the call? ,
Call log person department, Assign person details and its Status between two dates.
Go to Reports => Call Details
Report From Date
Report To Date
Call Number
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Employee ID –[Call For]
Employee Name –[Call For]
Cluster Name-[Call For Employee]
Division Name-[Call For Employee]
Query Type
Description
Employee ID –[Call Assign To]
Employee Name –[Call Assign To]
Employee ID –[Call Assign By]
Employee Name –[Call Assign By]
Call Assign On-[Call Date]
Call Status
E. Supper Admin [BHDA]
1. Add New Users
Go to Masters => Add New User
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2. Activate / Deactivate Users
Go to Masters => Application Users
Click for Active / Inactive Action
Assign Person Employee ID
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Assign Person Name
HOD Employee ID
HOD Employee Name
Name of Department
Status
When click on action check box of respective users, conformation dialog box is open.
Submit Yes button for transaction and No for cancel.
3. Query Type
Go to Maters => Query Type
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Department
Parent Query Type
For View Sub Query Type
Add Main Query Type
Query Type
Add Query Type
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4. Call Report
This is a Query type wise Statistic reports for, contains number of Assigned, Replied, Feed
Back and Completed count.
Go to Reports => Call Report
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Report From Date
Report To Date
Query Type
Description
Number of Assign Call
Number of Replied Call
Number of Feed Back Call
Number of Completed Call
F. Logout
Click on Logout Menu to logout from portal.
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7. Technical Assistance
For any Technical need, please log a call in IMS, under FFHD service line.
http://ims.cadilapharma.in