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Coherent Web User Support Advisory Group

Coherent Web User Support Advisory Group. November 10 , 2011. Agenda. Ops Concept Review Review Requirements Candidate Tools 2011-4 Sprint Activities Schedule Review. Operations Concept. User Support Tool. USWG. Support Team(s). Earthdata. Request Filtering. ECHO. LANCE.

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Coherent Web User Support Advisory Group

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  1. Coherent Web User Support Advisory Group November 10, 2011

  2. Agenda • Ops Concept Review • Review Requirements • Candidate Tools • 2011-4 Sprint Activities • Schedule Review

  3. Operations Concept User Support Tool USWG Support Team(s) Earthdata Request Filtering ECHO LANCE Email/Form Entry URS DAAC Rep(s) Email Responses User Content Updates FAQ / Knowledge Base Earthdata Online Interaction ECHO LANCE URS • Goal • Provide a centralized means of communication and “knowledge base” building for users of the Earthdata website and related EOSDIS components.

  4. Requirements Review • Review Consolidated Requirements • Questions/Comments • Any requirements that can be removed?

  5. Candidate Tools • Help Spot Overview (http://www.helpspot.com/) • Downloadable Solution • Infinitely Scalable • Self managed backups and upgrades • Leverage existing IT infrastructure • Run HelpSpot behind your firewall • No monthly fees • Hosted Solution • Service from a well-know, reliable hosting provider • Enterprise performance • On demand scaling • Worry-free software management and back-ups • Free installation, optional upgrade service • FTP access, email accounts, and more • Monthly Usage Fees

  6. Candidate Tools • ZendeskOverview (http://www.zendesk.com/) • Hosted Solution • NSIDC Comments • Zendeskhas many of the features that we have mentioned in the [advisory group] telecons, especially the ability to incorporate it into [the Earthdata] website and the ability to make sections of the tool available to the public (knowledgebase) or private (agent/administrator forums and information). • We found that the APIs and integrations for Zendesk were more advanced than the other solutions. • The customer service we received from Zendesk during the evaluation process was better. • Zendesk … does not have internal message/ticket forwarding capability.   • Easy integration with other tools. • Easily customizable. • Organized knowledge base • Supports message tagging • Difficulties managing user profile information. • How does this mesh with URS?

  7. Sprint 2011-4 : Detailed Activities • Sprint 2011 -4 : 11/14 – 12/2 (… and a bit of 2011-3) • Identify customer requirements • 11/10 – Review consolidated requirements with advisory group. • Remove any requirements that are not applicable. • Identify candidate user support tools • 11/10 – Review suggested candidate tools. • 11/15 – Additional candidate tools due to group for consideration. • 11/17 – Finalize candidate tool list. • Develop Requirements rating scheme • 11/10 - 11/16 – Review requirements w/ each EOSDIS group to create weights. • LANCE (Mike), CW (Kevin), URS (John Farley), ECHO (Andy?), USWG (Molly) • 11/17 – Review requirement weighting scheme. • Evaluate & select user support tool • 11/17 – Review tool evaluation approach. • 11/18 - 11/30 – Evaluate candidate support tools. • 12/1 – Review tool evaluations & select (if possible)

  8. 2011 Sprint Activities • Sprint 2011-2 : 10/17 – 10/28 • Advisory Group Formed – 10/27 • Sprint 2011-3 : 10/31 – 11/11 • Identify customer tool requirements • Identify candidate user support tools • Sprint 2011-4 : 11/14 – 12/2 • Develop LANCE and CW requirements rating scheme • Evaluate & select user support tool • Sprint 2011-5 : 12/5 – 12/16 • Install, configure, & evaluate trial software • Identify & schedule tool customizations • Sprint 2011-6 : 12/19 – 12/30 • Upgrade license (if required) • Holiday

  9. 2012 Sprint Activities • Sprint 2012-1 : 1/2 - 1/13 • Determine “Measurement(s) of Success” • Implement customizations • Develop user support responsibilities and workflows • Sprint 2012-2 : 1/16- 1/27 • Implement user support workflows • Formal User Acceptance Testing • Develop Training Material • Sprint 2012-2 : 1/30- 2/10 • Train CW User Support Team • Deploy User Support tool in live Earthdata site

  10. Sprint Scheduling • Contact Info • Coherent Web Team : esdis-cw@lists.nasa.gov • Advisory Group : eosdis-usersupport@lists.nasa.gov • Meeting Info • Thursdays 2:00pm – 3:00pm EDT • Dial In # - 866.469.3239 • Meeting Number: 633 434 321 • Meeting Password: EOSDIs001 • WebEx Link: https://raymeeting.webex.com/raymeeting/j.php?ED=148492342&UID=480427617&PW=NYTE2NmUzM2Vj&RT=MiM0

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