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Coherent Web User Support Advisory Group

This document outlines the agenda for the Coherent Web User Support Advisory Group's meeting on January 19, 2012. Key topics include reviewing finalized tool requirements, candidate tool evaluations (ZenDesk, HelpSpot, SupportCenter Plus, KayakoFusionResolve, HelpDesk Pilot), and the schedule for upcoming sprints aimed at evaluating and implementing user support tools. Attendees will discuss changes to requirements and await updates from various stakeholders regarding tool weighting. The document also provides contact information and meeting details for future sessions.

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Coherent Web User Support Advisory Group

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  1. Coherent Web User Support Advisory Group January 19, 2012

  2. Agenda • Requirements • Candidate Tool Evaluations • Schedule Review

  3. Requirements • Status • Finalized listing of requirements has been sent out to stakeholders. • Final list had a number of removals, combining, and splitting. • Changes to previous listing were identified in the document. • Awaiting weighting updates from URS, USWG, LANCE, ED, and ECHO.

  4. Candidate Tool Evaluations • ZenDesk (Jim & Kelly) • https://earthdata.zendesk.com/home • 20 Users – $980 Annually • Helpspot (Molly & Jim) • http://www.helpspot.com • 20 Users - $3600 + $980 Annually • SupportCenter Plus (Jim & Kelly) • http://demo.supportcenterplus.com/# • 20 Users/5BU - ~$4500 or $7500 Annually • KayakoFusionResolve (Matt & Steve) • http://www.kayako.com/products/resolve/ • 20 Users - $1099 + ~$500 Annual Support • HelpDesk Pilot (Matt & Steve) • http://www.helpdeskpilot • 20 Users - $6000 Annually

  5. Schedule DRAFT • Sprint 2012-1: 1/9-1/20 • Install, configure, & evaluate trial software • Sprint 2012-2 : 1/23-2/3 • Finalize user support tool selection • Install local trial instance of selected tool • Identify & Configure Support Projects/Teams/Users • Develop user support responsibilities and workflows • Identify mail accounts needed & submit requests to GSFC • Sprint 2012-3 : 2/6 – 2/17 • Identify & apply initial tool customizations • Implement user support workflows/permissions • Develop Training Material • Configure mail accounts • Sprint 2012-4 : 2/20 – 3/2 • Formal User Acceptance Testing • Train CW User Support Team • Officially accept user support team transition

  6. Sprint 2011-4 : Detailed Activities • Sprint 2012-2 : 1/23-2/3 • Finalize user support tool selection • Formal vendor demo if desired. • Install local trial instance of selected tool • To be installed on live Earthdata site, as there will only need to be one instance of this tool. • Identify & Configure Support Projects/Teams/Users • Begin gathering user info for all support representatives who will utilize the support tool. • Develop user support responsibilities and workflows • In the context of our chosen tool, begin identifying and flushing out the user support responsibilities and workflows between Earthdata, LANCE, ECHO, URS, and USWG.

  7. 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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