User Manual - cpleproc.cadilapharma.incpleproc.cadilapharma.in/CPLUTIL/Usermanual/User Manual -...

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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.



Contact details.

Call History.

4. Call Escalation


On Action column click on respective Call Numbers Call Escalation Buttons.


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Escalate

Cancel

5. Call Completion


On Action column click on respective Call Numbers Call Completion Buttons.


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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

User Manual - cpleproc.cadilapharma.incpleproc.cadilapharma.in/CPLUTIL/Usermanual/User Manual -...

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