This is a test page for a possible chat function for the help tab.
An idea is to have some identify as either a Key Contact or 'other' when they start the chat. Key Contact help would sent to John, Nick, Amar, and Tim and other would go to the remaining HRM support folks. People who indicate as 'Other' only need to be able to do 4 things: (Log in, Understand the dashboard, Review candidates, and possibly change a status/make approvals). This approach will:
Some of the critical steps that need to be agreed upon and/or mapped out are:
1. Setting expectations for users on response times, dates/times when someone would be available, and what if the queue is long
2. Who is available and when; how we make this fair and also adjust as needed
3. How chats will be distributed and acted on
4. Putting the copy of the chat into a central place for tracking purposes
NOTE: The chat does not replace 1:1 training and support, in person help, or eliminate the ability for a user to call or email someone. Also, contact of the chat functionality can be copied and placed into Service Now.
- Ensure Key Contacts get a high level of support since they will be doing the bulk of the tasks
- Help HRM support folks be able to narrow the scope of the help they will need to provide (NOTE: They will still know the entire system)
Some of the critical steps that need to be agreed upon and/or mapped out are:
1. Setting expectations for users on response times, dates/times when someone would be available, and what if the queue is long
2. Who is available and when; how we make this fair and also adjust as needed
3. How chats will be distributed and acted on
4. Putting the copy of the chat into a central place for tracking purposes
NOTE: The chat does not replace 1:1 training and support, in person help, or eliminate the ability for a user to call or email someone. Also, contact of the chat functionality can be copied and placed into Service Now.