M
2
DEMO NOTES
3
OVERVIEW
4
END USER ROLES IN THE LIFECYCLE OF A SERVICE REQUEST
4
HIGH LEVEL DEMONSTRATION FLOW
5
CITIZEN PORTAL OVERVIEW
6
CITIZEN INTERACTION WITH THE PORTAL
10
MOBILE ACCESS
20
CRM SERVICE CENTER – SUPERVISOR / MANAGER
21
CALL CENTER AGENT CALL HANDLING VIA SCRIPTS
32
Demo Notes
User access
o
Citizen-facing portal access
To run this demo you can either
1.
Create a temporary Windows Live Id for the purpose of this demo and use it
2.
Use
msgov311@live.com
with a password of:
pass@word1
You can use your actual Windows Live ID to register and login but
if you are running this demo on our site
,
whatever profile data you enter on this site will be visible to other demo users.
o
Dynamics CRM site
Go to https://ms311.crm.dynamics.com/ Log in as
- Windows Live ID: msgov311@live.com - Password: pass@word1
Geographic locations
o
In order for the map to render the initial view of your city, the latitude and longitude values must be configured
o
This demo is configured to use
Redmond, WA
as the default city
o
Enter addresses that are or near Redmond because our configurations use Redmond as the referenced city
4
Overview
The Microsoft 311 Service Center is an integrated citizen services framework that provides the foundation for streamlining the citizen service requests, information dissemination, and management of the back office tasks. It leverages the Microsoft Dynamics CRM 2011 and the Windows Azure platforms to provide a cloud-based model that enables citizens to interact with their local governments, request services, and have instant access to their service request status as well as other information about their service request and other topics of interest.
This document provides a step by step demonstration script for end users to highlights the major components of the Microsoft 311 accelerator. The script is also designed to demonstrate how citizens and local government employees performing different roles interact with the Microsoft 311 accelerator.
End user roles in the lifecycle of a service request
Generally speaking, the following are the various end user roles in the lifecycle of a service request
1- Citizen – Interacts with the citizen portal to submit requests, views maps, reads and searches knowledgebase articles, tracks the status of their service requests, and calls Citizen Service Agents
2- Call Center Agent – Takes citizen phone calls, handles call scripts and can be responsible for outbound campaigns
3- Call Center Manager / Director – Supervises the Call Center Agents, maintains the knowledge bases, and runs the 3-1-1 center (Front Office Head). Can also review reports, dashboards, resource allocation etc.
4- Back Office Supervisor – Reviews and assigns service requests to workers based on the workload. Can also review reports, dashboards, resource allocation etc.
5- Manager – Performs a broader management function of allocating and managing resources to meet citizen needs and improve efficiency. Reviews management reports, dashboards and analytics.
6- City Worker – Physically performs and completes the work and updates the status of the service request in the backend work order management system
For the purpose of this demonstration script, the lifecycle of a service request is tracked through four main roles 1- Citizen
2- Call Center Agent
3- Manager (can also be thought of as Director or Supervisor) 4- City Worker
6
Citizen Portal Overview
Citizen Portal Overview
Home Page
The self-service Citizen portal is powered by Windows Azure and fully integrated with the backend CRM 2011 system through a metadata driven design.
The Citizen portal is completely customizable and its contents are managed from within CRM. The following is a description of the customization as shipped with the accelerator
Got to http://ms311.cloudapp.net/ 1- Main portal
o Home page
o Service Requests page to allow for submitting requests
o Map page to visualize the location and status of each service request
o Knowledgebase page for citizens to read and search for articles
2- Service request tracker
3- Mobile site – HTML portal view accessible from all browser-based devices
4- List of city announcements 5- URL links that can be customized 6- Multiple configurable Twitter feeds 7- Sign In/registration – Users can register,
enter their profile, track their own submitted requests after they sign in
Service Request Page
The 311 accelerator comes with 5 sample Service Request Types (SR) and 1 sample Information request (IR) Type. Users can change existing service request types and extend the number of request types by creating new ones.
To submit an Information or Service request, you can click on the request, fill the appropriate fields and submit.
The accelerator uses a generic service request model that can be easily extended for any number of service request types to meet the specific needs of cities, counties and districts.
8 Map Page
The accelerator provides a Bing map for service requests. The map can be further extended with extensive Bing map capabilities and tailored to customers’ needs.
Each of the service requests submitted is presented on the map with their specific icons. Users can zoom in, out and pan around the map as well as use Bing’s full mapping functionality including a search field at the bottom left corner.
You can mouse over a particular icon to view the status of an SR including address, SR number, status, priority, date, and the scheduled and closed dates. The status and priority are color-coded based on the site setting.
Users can filter the visual map results based on date, status, priority, and SR type to help narrow their search and/or viewing area.
Knowledgebase Page
The knowledgebase search utilizes the Dynamics CRM search capabilities and can be extended to use full text search.
Users can use the knowledgebase page to read the latest articles and search for topics using keywords and subjects. This helps case-deflection in that citizens may be able to locate what they need without the help of an agent, and thereby save valuable agent time.
10
Citizen Interaction with the Portal
Citizen Interaction with the Portal
Registration/Log In
The 311 accelerator uses a Windows Live ID for cloud-based sign-on. Users can use their own Live ID to register and login but if you are running this demo on our site, whatever profile data you enter on this site will be visible to other demo users.
Please note that citizens can submit requests anonymously without having to log in. For the purpose of this demo, we will go ahead and log in
1- Click Sign In (Top right corner) 2- Click ID Sign In
Note: Do not use your own Windows Live ID if you are running this demo on our site. Other demo users will be able to see your e-mail address and whatever profile data you enter when registering on this site. Please use the Live ID provided in this demo. Alternatively, you can create a temporary Live ID for the purpose of running this demo. 1- Enter msgov311@live.com for Live ID
2- Enter pass@word1 for password
Note: If you install this accelerator on your own CRM/Azure accounts, you can register, enter profile data and use your own Live ID.
After logging in, you will see
1- Your name (MSGov311 User) 2- Your “Profile“ link
3- “My Services Requests” Link
To view your Profile, click on the Profile link
If you clicked on the Profile link, the profile screen shows you a basic profile with contact information. Citizens that register and update their profile will provide the Service Center with a way to notify them of the service status of their service requests. Registering, updating profiles and logging in are all optional. Citizens can submit their requests
anonymously, but will need to provide some kind of contact information if they wish to receive a status update.
12
Citizen Interaction with the Portal
Submitting and tracking a Service Request ; Knowledgebase search Let’s track the lifecycle of a service request from the
beginning when a citizen submits a service request using the portal.
For this demo, we will use the Pothole Service Request as an example
1- Click Services Requests tab. You will get a list of available service requests
The portal presents the citizen with a web form containing the appropriate fields needed for reporting on a pothole. The portal renders this form based on the fields in CRM so no web coding is required to modify or extend this form.
If you are submitting this request anonymously, you can fill in the fields. The only required fields are the location, depth and personal injury fields. If you logged in, some of the fields will be filled based on the
available data in your profile.
Note that the personal injury field plays a role in determining the priority of this service request. Upon creating the request, the SR engine auto-assigns a priority based on the fields. In this case, we expect reporting a personal injury to yield an “Urgent” priority for this request.
Also, notice the list of Knowledgebase article linked to reporting a pothole at the bottom of the page. Every service request type can be tied to a list of
knowledgebase articles through CRM configurations.
1- Enter the required data, at a minimum 2- After you finish entering the data, click the
14 After you click the Submit button, you will be
presented with the confirmation page. The pothole service request has been created in CRM and added to the database.
You will receive a tracking number for confirmation and can use it to track the status of your request from the home page of the portal.
In this case, we received a service request tracking number 100361
Next, let’s check on the status of this request using this number
Go to the home tab and enter the tracking number 1- Go to the home page tab
2- Enter your tracking number 3- Click the Go button
The request status screen indicates that the pothole request is new and reports the location and date of the incident
16 Alternatively, you can view your service requests by
selecting “My Service Requests”. 1- Click “My Service Requests”
Note: Since many demo users will be using the same Live ID, you will see service requests that you did not submit. If you want to see the service requests that you submitted, get a temporary Live ID for the purpose of this demo and use it to log in.
Next, lets locate this request on the map 1- Go to the Map tab
2- Locate the pothole request & mouse over it to see the details. You can pan, zoom in and out. Also you can use the search filters above the map to narrow your visual search based on date, status, priority and type
Note that the service request engine assigned an “Urgent” priority to this request. The priority and status are color coded.
If you move your mouse over/click the bottom left corner of the map, a Bing search engine field appears allowing you to have access to a full blown search from within the map.
18 The last tab on the portal addresses knowledgebase
articles. Users can see the latest KB articles and search the KB repository for specific ones.
1- Select the Knowledge Base tab
2- Enter keyword or keywords separated by a ‘,’. In this case use park, noise as keywords 3- Click the Search button
Notice that you can select a specific subject from the drop down menu to further narrow your search criteria.
The Knowledgebase search yields multiple entries in the KB repository and presents them with links. Clicking on any of the links takes you to the selected KB article.
20
Mobile Access
Mobile Access
Overview
The Microsoft 311 accelerator delivers a mobile HTML portal views that work across all browser-enabled devices. You can submit requests and view the service request map on your mobile phone. To access the 311 accelerator’s Citizen Portal from your mobile phone
1- Got to your phone’s browser
CRM Service Center – Supervisor / Manager
CRM Service Center
Access Overview
To access the CRM 2011 online demo:
1- Go to https://ms311.crm.dynamics.com/ 2- Log in as
Live ID: msgov311@live.com Password: pass@word1
After you log in, you will see the main screen. This sign in will serve as the supervisor and manager who assign the requests, consume reports and allocate resources.
22 After you log in, you can go to the dashboard screen
1- Select Workplace 2- Select Dashboard
3- Select 311 Service Request Overview
We will return to discuss the dashboard and other reporting tools available for management after we review the service request in the CRM backend
CRM Service Center
Service Requests Overview To view all the service requests:
1- Select Service
2- Select Service Requests 3- Expand the chart
24 The Service Requests screen shows a listing of all the
service requests and allows you to access different views and charts.
You can see the total number of service requests listed at the bottom of the screen.
To access different views: 1- Select Services
2- Select Service Requests 3- Select a View
You can view service requests that are active, inactive, open, closed, as well as those requests assigned to you or your team. Being able to list the open requests that are assigned to you allows city workers to quickly get to their assignment of service requests without having to search for them.
To access different Charts: 1- Select Services
2- Select Service Requests 3- Select a Chart
You can view different charts showing service requests pipeline or listed by priority, type, week etc. Additionally you can view charts detailing the average resolution duration by different criteria.
To view a particular type of service request, you can click on any one of the six service request types provided by the 311 accelerator. Each service listing presents the user with the same capabilities to choose from multiple views and chart.
Users can also use the search field with wild cards to search for a particular request.
26
CRM Service Center
Lifecycle of a New Service Request
After the user submitted a pothole service request and received a tracking number, the pothole request was created and inserted into CRM. Upon creation, the request was automatically assigned to a certain team. The 311 accelerator assigns different types of requests to different teams as part of its
configuration to work across departments. IN this case it got assigned to the “Public Works – Street District Crew” team
The supervisor in the Public Works department receives an e-mail indicating that there is a new service request assign to the team. This is just a convenient notification message.
The supervisor signs into CRM and can view the inbound pothole requests by navigating to the pothole service requests area. One of the views provided is “My Team’s Open Pothole Service Requests”. It will list any pothole assigned to a team that the user is in.
Locate the new pothole request 1- Select Service
2- Select Pothole Service Requests or “My Team’s Open Pothole Service Requests” 3- Locate service request (100361)
When the supervisor opens the new service request they will see the full details.
Notice the following:
- the owner is “Public Works – Street District Crew”
- The status is “New”
- Another workflow has automatically assessed the priority as “Urgent” but that can be overridden from this screen
The next step is for the supervisor to assign this service requests to an individual or another team. To assign the service request
28 Clicking “Assign” brings up the assignment dialog,
which will allow a user to take ownership themselves or assign it to another user or team.
In this case, we will use “Assign to me” 1- Select “Assign to me”
2- Click OK
After you click OK, notice that the ownership of the request changed from “Public Works – Street District Crew” to “MSGov311 User”.
An email notification that includes the important details of the service request is sent to the assignee.
After assigning the service request to ourselves, we specify a date the work is scheduled to be completed and changes the status to “In Progress”.
The status of “In Progress” will indicate to the citizen that someone has started to work on the issue. After making those changes, the supervisor clicks on the “Save & Close”
1- Change Status to “In Progress” 2- Specify a “Scheduled Date” 3- Click “Save & Close”
After saving the changes, you can check on the status of this request in the citizen portal, you will see that the status has been updated to “In
Progress” and a scheduled date has been assigned. Next, we can view all the requests that are assigned to “me”.
To view the requests assigned to you : 1- Select Services
2- Select Pothole Service Requests
3- Select My Open Pothole Service Requests view
30 After the pothole is fixed, we can open the record in
CRM and change the status to “Completed” and assign a closed date.
1- Change Status to “Completed” 2- Assign a “Closed Date”
3- Click “Save & Close”
The service request no longer appears in the list of open service requests anywhere in CRM.
Notice that assigning the Scheduled and Completed dates allow for SLA management.
If the citizen that submitted this request provided their e-mail address, they will get notified via e-mail that the work on their request has been completed. When the citizen clicks on the link in the e-mail or enters the service request number in the tracking box of the citizen portal homepage, they will see the status as Completed.
32
Call Center Agent Call Handling via Scripts
CRM Service Center
Agent Scripting
Call center agent scripts assist agents in handling inbound calls to the center through a step-by-step dialog scripts. The 311 accelerator provides detailed agent scripts for the service requests (SR) and the information request (IR).
The call script engine can be extended for multiple types of service requests. The accelerator contains detailed script for all 6 types of sample requests. The call script is on the main ribbon on most screens and can be started by selecting “311 Call”
Upon receiving an inbound call, the agent can start the call script process
1- Click on the “311 Call” button in the ribbon 2- Click Next
Each call script follows a different dialog path
depending on the answers of the caller. For example, if this is an emergency call, the agent is instructed top tell the caller that this is a non-emergency service and ask them to hang up and call 911. Note that each dialog screen has a “Tip” section to aid the agents in their conversation with callers.
34 Let’s look at the dialog scripts for a pothole service
call.
After you fill the required information on each screen, click the Next button
Note: This demo is configured with Redmond, WA as the city being serviced. Addresses used here must be in Redmond. You can configure your own city on your instance.
No need to enter the city name, the state or the zip code. The city is Redmond, WA by default
Note that a request number has been assigned to this pothole report. In this case the number 100362 was assigned.
38 At the end of the call, a service request gets created.
Also, if you launch the 311 call script from a contact screen (From the Contacts menu), the agent does not need to enter the caller’s information. The dialog automatically skips the section that requires the agent to collect info about the caller. The data will be pulled automatically from the contacts profile.
Dashboard and Reports
CRM Service Center
Dashboard & Reports
The back office of the 311 accelerator utilizes the rich data reporting, importing and exporting features of Microsoft’s Dynamics CRM 2011.
In any service center, reporting is an important element in assisting managers, supervisors and directors to run the day to day operations as well as the strategic planning required for allocating resources, cutting costs and improving the overall efficiency and timeliness of servicing citizens. To go to the dashboard screen
1- Select Workplace 2- Select Dashboard
3- Select 311 Service Request Overview The dashboard contains 6 preconfigured reports
40 Let’s expand one of the reports and see how we can
view, slice & dice the service center’s data. You can click on the middle icon at the top right of any of the 6 charts on the dashboard. This allows you to view the records that made up the chart and will further assist you in manipulating the data using views, filters etc.
1- Click on the middle icon
A new screen opens up containing the records that made up that chart.
To view the open requests by their type t
1- Select “Open Service Requests” form the view menu
2- Select “Service Requests by Type” from the chart’s drop down menu
The data rows and the charts are synchronized. Any interaction with either one of them will be reflected in the other.
Let’s assume the supervisor wants to see the new and In Progress service requests so she/he can allocate the resources to do the work depending on the number and type of requests.
1- Select “Open Service Requests” 2- Select “Service Request Pipeline” The new funnel graph shows 14 new requests (in blue) and 2 requests In Progress (red)
You can interact with the chart by clicking on any segment of it. Interacting with the charts is also reflected in the list of service requests rows.
1- Click on the blue portion of the funnel chart The blue portion of the chart represents the new service requests. Once you click on it, the number of rows is now 14 instead of 16 so all the service requests you listed are actually new ones.
42 After obtaining the right set of data, the supervisor
can export it to an Excel spreadsheet to use in another application or outside of the CRM environment.
The supervisor can export to either a static or dynamic worksheet.
Also, the data in Excel can be made available for re-import by checking the box at the bottom of the screen.
44 Services Reports
Notice that the same capabilities available for the dashboard are also available for each type of service requests as well as all service requests
To report on all the service requests: 1- Select Service
2- Select Service Requests 3- Expand the chart
User-defined Reports
Another type of reports available to the service center’s managers and supervisors are the user-defined reports. They can be created, saved and used to generate current data on all applicable records.
To see user-defined reports 1- Select Workplace 2- Select Reports
3- Open the “311 – Open Service Requests” report
The accelerator comes with one canned report that can be run on all applicable records.
46 Once you open the report you can see/change the
report criteria. To Run the report
To create a new report 1- Select Workplace 2- Select Reports 3- Select New
You can use the Report Wizard and create your own report, then save it so you can access it anytime.
48 Maps
Another mechanism the 311 accelerator employs to help manage service requests from CRM is a
mapping component that allows back office workers to view service requests based on date, status, priority and type.
Also, each service request icon is clickable and will activate the corresponding service request record. This provides a very easy way for supervisors to view the details and make assignments
To view the map report 1- Select Service 2- Select Map
