Critical Performance

By the end of this course, students will have demonstrated the 
ability to track incidents from initial contact through resolution 
and use compiled data for problem solving.

Learning Outcomes

To achieve the critical performance, students will have demonstrated 
the ability to:

1.  Define call tracking terminology
2.  Differentiate between PeopleSoft CRM (Customer Relationship
    Management) software and other call tracking software
3.  Log Help Desk (internal) incidents from initial contact through
    resolution
4.  Log Support (external) incidents from initial contact through
    resolution
5.  Distinguish between types of related cases using case scenarios
6.  Log related cases from initial contact through resolution
7.  Examine existing queries
8.  Create basic and complex queries
9.  Describe the competency system and Service Level Agreement (SLA)
    system
10. Examine existing competencies and SLAs
11. Complete a support web site

Call Tracking Exercises	5 x 5%	    25%
Web Site Assignment	1 x 15%	    15%
Exam #1	                1 x 10%	    10%
Exam #2	                1 x 25%	    25%
Exam #3	                1 x 25%	    25%
                                  _____
TOTAL                              100%


Course Evaluation Practices:

Please note that the professors teaching this course have agreed to 
the following practices.  We wish to encourage behaviours that will 
help students to be successful in the workplace, and to ensure that
students receive credit for their individual work.
1. For submission of assignments and projects, the professor will 
specify, in writing:
	a) due dates and special instructions for submissions
	b) deductions for overdue submissions
2. All assignments must be completed as individual efforts unless the 
professor states otherwise in writing.
3. Tests must be written as scheduled by the professor. A makeup test 
will only be provided to students who have an acceptable explanation 
for their absence, or students who provide acceptable    
documentation, such as a medical certificate, explaining their 
absence. These special situations must be arranged as soon as 
possible with the professor.  There may be limitations on timing for 
makeup exams.
4. A student must average at least 50% on the tests combined in order 
to receive credit for this course.
5. Professors reserve the right to adjust the number of quizzes,    
assignments, etc. in the specified ranges.  Students will be given   
at least 2 weeks notice of adjustments inside the ranges.

Essential Employability Skills
Essential Employability Skills emphasized in the course:

Notes: N/A

Prior Learning Assessment and Recognition
PLAR Contact (if course is PLAR-eligible) : Office of the Registrar
Students may apply to receive credit by demonstrating achievement of the course learning outcomes through previous relevant work/life experience, service, self-study and training on the job. This course is eligible for challenge through the following method(s):

Notes:  N/A