Sheridan Course Outlines

APPL10604
Call Tracking and Management

I: Administrative Information II: Course Details III: Topical Outline(s) Printable Version

Section I: Administrative Information

Total hours: 42.0
Credit Value: 3.0
Credit Value Notes: N/A
Effective: Winter 2015
Prerequisites: N/A
Corequisites: N/A
Equivalents: N/A
Pre/Co/Equiv Notes: N/A

Program(s): IT Support Services Coop
Program Coordinator(s): Mark Orlando
Course Leader or Contact: Mark Orlando
Version: 14.0
Status: Approved - Under Rev (AREV)

Section I Notes: N/A

Section II: Course Details

Detailed Description
Students will use call tracking software to gain an understanding of the process of managing incidents, from initial contact to problem resolution. Students will also compile data for reports through query creation. Emphasis will be placed on creating clear, concise and complete documentation.

Program Context

IT Support Services Coop

Program Coordinator: Mark Orlando

This course is a core component of the ITSS program. It links with other courses in software and hardware to develop an advanced level of skill in troubleshooting computer- related problems.

Course Critical Performance and Learning Outcomes

 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

Evaluation Plan
Students demonstrate their learning in the following ways:

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%



Faculty members teaching this course agree to the following 
practices.  Sheridan wishes to encourage behaviours that will help 
students be successful in the workplace, and to ensure that students 
receive credit for their individual work. 

1.	For submission of assignments and projects, the faculty 
member will specify, on the class plan:  

a)	Due dates and special instructions for submissions 

b)	Deductions for overdue submissions 



2.	Exams must be written as scheduled by the faculty member. A 
makeup exam is at the faculty member¿s discretion provided that the 
student has an acceptable reason for their absence and may be asked 
for documented evidence, such as a medical certificate, explaining 
their absence. These special situations must be discussed with the 
faculty member immediately once the situation becomes known. Semester 
time constraints may limit rewrite options. 



3.	To pass the course, students must achieve at least 50% 
overall in the course, as well as a 50% weighted average across the 
tests and the exams combined.

Provincial Context
The course meets the following Ministry of Training, Colleges and Universities requirements:

Essential Employability Skills
Essential Employability Skills emphasized in the course:

X	Communication	X	Critical Thinking & Problem Solving		Interpersonal
	Numeracy	X	Information Management		Personal

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):

Challenge Exam	Portfolio	Interview	Other	Not Eligible for PLAR
	X

Notes: N/A

Section III: Topical Outline

Some details of this outline may change as a result of circumstances such as weather cancellations, College and student activities, and class timetabling.
Effective term: Winter 2015
Professor: Tba
Textbook(s):

Online PeopleSoft Documentation

Applicable student group(s): Information Technology Support Services (ITSS)
Course Details:

Introduction to PeopleSoft CRM and Incident Management
Help Desk (internal) Incidents
Support (external) Incidents
Related Case Incidents
Existing PeopleSoft Queries
Creating New PeopleSoft Queries
Competencies and SLAs

Assignments:
Call Tracking Exercise #1 - Learning Outcomes 1-4
Call Tracking Exercise #2 - Learning Outcomes 5-6
Call Tracking Exercise #3 - Learning Outcome 7
Call Tracking Exercise #4 - Learning Outcome 8
Call Tracking Exercise #5 - Learning Outcome 9-10
Web Site Assignment - Learning Outcome 11

Sheridan Policies

All Sheridan policies can be viewed on the Sheridan policy website.

Academic Integrity: The principle of academic integrity requires that all work submitted for evaluation and course credit be the original, unassisted work of the student. Cheating or plagiarism including borrowing, copying, purchasing or collaborating on work, except for group projects arranged and approved by the professor, or otherwise submitting work that is not the student's own, violates this principle and will not be tolerated. Students who have any questions regarding whether or not specific circumstances involve a breach of academic integrity are advised to review the Academic Integrity Policy and procedure and/or discuss them with the professor.

Copyright: A majority of the course lectures and materials provided in class and posted in SLATE are protected by copyright. Use of these materials must comply with the Acceptable Use Policy, Use of Copyright Protected Work Policy and Student Code of Conduct. Students may use, copy and share these materials for learning and/or research purposes provided that the use complies with fair dealing or an exception in the Copyright Act. Permission from the rights holder would be necessary otherwise. Please note that it is prohibited to reproduce and/or post a work that is not your own on third-party commercial websites including but not limited to Course Hero or OneNote. It is also prohibited to reproduce and/or post a work that is not your own or your own work with the intent to assist others in cheating on third-party commercial websites including but not limited to Course Hero or OneNote.

Intellectual Property: Sheridan's Intellectual Property Policy generally applies such that students own their own work. Please be advised that students working with external research and/or industry collaborators may be asked to sign agreements that waive or modify their IP rights. Please refer to Sheridan's IP Policy and Procedure.

Respectful Behaviour: Sheridan is committed to provide a learning environment that supports academic achievement by respecting the dignity, self-esteem and fair treatment of every person engaged in the learning process. Behaviour which is inconsistent with this principle will not be tolerated. Details of Sheridan's policy on Harassment and Discrimination, Academic Integrity and other academic policies are available on the Sheridan policy website.

Accessible Learning: Accessible Learning coordinates academic accommodations for students with disabilities. For more information or to register, please see the Accessible Learning website (Statement added September 2016)

Course Outline Changes: The information contained in this Course Outline including but not limited to faculty and program information and course description is subject to change without notice. Any changes to course curriculum and/or assessment shall adhere to approved Sheridan protocol. Nothing in this Course Outline should be viewed as a representation, offer and/or warranty. Students are responsible for reading the Important Notice and Disclaimer which applies to Programs and Courses.

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