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SDM Best Practices - Draft Outline

  • 1.  SDM Best Practices - Draft Outline

    Posted May 09, 2014 04:34 AM

    CC: SDM Pilot Project Team,

     

     

    FAQS

    I've been noting down questions that I've had, as I've been going through the site.

    Send me any that you have.

     

    The 2 x 2hr training courses are too long and not appropriate for our regular engineers and end users.

     

    We'll let the Communities team document the new site functionality.

     

    We'll focus on making the site functionality work for our business processes.

     

    SDM Best Practices - Draft

     

    These are to be expanded on.

     

    Users

    • End Users
      Need a basic guide. Eg Distinction between "Discussion" and "Question."
      Links to setting up Profile, Searching, maybe Streams.
    • CA Engineers
      Need a process guide. Eg: How to reach out to an SME.
    • CA Moderators
      Best practices (main focus of this guide), timeframes, transfer points.
    • CA SMEs
      A bit of "engineer" and "moderator." Will face key choice of "When to call it."
    • Other CA Staff
      The true power of the new Community software really comes into play when many of the discussions and activities that take place in Chatter, email and other forums are brought within the new Community framework.

    Goals

    Set main aims to achieve via the SDM Pilot.

    • x% of questions  to receive a "Solution."
    • x% of questions to be responded to within n days.
    • All questions of type "abc" to be responded to.

     

    Timeframes

    Need to decide the key timeframes eg:

    • After 5 days without a response, question to be flagged to moderator.
    • After 10 days without a solution, question to be flagged to SME.

     

    Mechanisms

    • Use "SME Spreadsheet" to locate engineers to take questions.
      Suggestion: Use "round robin" style for anyone above "Beginner" to share the load.
    • Allocated SME can reallocate/call in additional SME.
    • Use "Activity" to contact SME.
    • All SDM engineers & SMEs to have a Profile created in Communities, with enough detail so that they can be contacted by moderator
      Eg Flagged as "Follower" to a moderator/s.

     

    Reporting and Credit

    • How to get credit for responding to query to the engineer?
    • Should SMEs create a StarTrak issue to a "CA site id" for questions raised? Should we just track this in Communities?
    • Need to recognise that SMEs will reach an "out of scope" limit. Yet the Community (other users) may be able to help. Template for "out of scope?"
    • Do we care if "registered but unsupported" sites can use Communities to get assistance that they may otherwise not be able to?

     

    Other suggestions welcome!

     

    Thanks, Kyle_R.