UTO's ARS Help Desk application will be replaced with PeopleSoft’s Customer Relationship Management (CRM) Support module.
Project scope for Phase I includes:
- Provide current UTO Help Desk representatives the ability to create cases (aka tickets) on reported problems;
- Provide all current users of the ARS Help Desk Console the ability to view, update, transfer and resolve cases;
- Provide the ability to record solutions to the problem;
- Create automated work flow for specific case scenarios;
- Create automated escalation for specific case scenarios;
- Create automated ticket generation for 3rd party applications such as Nerve Center and Control M;
- Store on-call data including primary and secondary contact information;
- Provide face-to-face training for UTO Help Desk representatives two weeks prior to go live. Online training materials will be available for all other users at least two weeks prior to go live;
- Creation of a self-service component for customers to create, update and close cases via the web.
Regular project communication will be sent out via email to current ARS users (approximately 700 users).
