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					                            3                                       Call Center - Web & CCKB Update Process
                                CC - CSR

                            Responds to                                                                                                                                                                   End of process
                             customer                                                                                                                             8
                                                                               5                         6
                                                       4                                                                           7
1                       2          Yes                                                                                                                                     CC - Supv/Mgr
                                                                                      CC - CSR                CC - Supv/Mgr
                                                            CC - CSR                                                                    CC - Supv/Mgr
                            Information                                                                                                                                Logs in CCKB as an
      CC - CSR                                                                         Completes
                          available in Call                                                                    Sorts Trouble                                            administrator and
                                                 No     Calls responsible           Trouble Ticket                                       Sorts Trouble     CCKB
                         Center Knowledge                                                                       Tickets by                                            modifies/adds internal
    Receives call                                        entity to obtain          (with correct info.                                 Tickets by Web or
                               Base?                                                                          business center                                                 Q&A.
                                                          information                 if available)                                         CCKB?
                                                                                                                   daily                                              (non-county info, dept.
                                                                                                                                                                       protocols (e-phone))
9                                                                           Web
                                                                    11                                          13
          CC - Supv/Mgr                                                                                                                       14
                                     10                                                                                                                                  15                          16
        Adds Trouble Tickets                                           BC's Designated Staff                          Web Editor
                                           BC's Designated                                                                                          Web Editor
                                                                                                                                                                                                           Web Editor
    information on spreadsheet.                                                                                 Receives notification e-                                      FAQ's content
                                                Staff                       Adds/modifies
        E-mails a designated                                                                         Modify      mail from Webmaster              Logs into FAQ's              follows AP       No
       business center staff for          Obtains answer from           information in external                                                 knowledge base and             standard?             Edits FAQ's content
                                                                                                                 that FAQ's (question
     modifying/adding Q & A for          business center's staff          FAQ's, and CCKB                                                        selects question #
                                                                                                                 #) has been modified
      external FAQ's and CCKB                                          (FAQ's Status - Public)
                                                                                                                     and by whom
     (specifying if emergency or                                                                                                                                                  Yes
     standard turn-around time)
                                                                                   New                                                                                17
                                                                   12
                                                                                                                                                                               Web Editor
                                                                         Business Center
    Turn-around time:                                                                                                                                                  Changes FAQ's Status
                                                                        Emails Web Editor of                                                                           to "Publish" (if open to
    Emergency: 3 hours
                                                                        newly added external                                                                               public) and save
    Standard: 1 business day
                                                                          FAQ's (either the
                                                                         question number or
                                                                         the question itself)




                                                                                                                                                                              End of process




                                                                                                                                                                                                                 11/05/04