Administering Cloud EPM: The Platform Beneath the Business Processes · Module 15 · User Enablement and Support
Lab: build the support model and use the feedback loop properly
Lesson 177 of 201 · 2 min
Forty-five minutes, and one of the eight deliverables you actually perform. A written support model for Northwind: the tiers, who staffs each, what routes where. A super-user plan: how many, from where, what you would equip them with. Three guided-learning topics identified as highest value, with reasoning based on TASK FREQUENCY. A FEEDBACK SUBMISSION PERFORMED PROPERLY — MULTI-SCREENSHOT STORYBOARD, SENSITIVE DATA OBSCURED, REFERENCE NUMBER RECORDED. A feedback triage process: who reviews, how they classify, what happens to each class. Customer Connect joined with notification preferences set, evidenced. A user onboarding pack index: connection reference, browser configuration, translation guidance, accessibility instructions, support routing. And a written note on the second-country users: language, documentation currency and support routing. The acceptance criteria. The support model routes connection and installation questions AWAY from the administrator. The guided learning topics are infrequent tasks, not daily ones. The feedback submission demonstrably obscures sensitive data. Triage classifies…
The full lesson is part of the course
The video, the complete written lesson and the module quiz are included in Administering Cloud EPM: The Platform Beneath the Business Processes, with a certificate on completion and a fourteen-day refund window.
In this module: Module 15 · User Enablement and Support
- 1The support model
- 2Guided learning
- 3Context-based activation
- 4The feedback utility
- 5Feedback notifications and triage
- 6Help Center, Learning Library and Customer Connect
- 7Translation, accessibility and what breaks
- 8Lab: build the support model and use the feedback loop properly