APPL10604
Call Tracking and Management |
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I: Administrative Information II: Course Details
III: Topical Outline(s) Printable Version Public |
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Section I: Administrative Information
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Credit Value: 3.0
Credit Value Notes: N/A
Effective: Spring/Summer 2014
Prerequisites:
N/A
Corequisites:
N/A
Equivalents:
N/A
Pre/Co/Equiv Notes: N/A |
Course
Name (short): Call Tracking & Management
School: All Sheridan Schools
Program(s):
IT Support Services Coop
Program Coordinator(s):
Mark Orlando
Course Leader or Contact: Mark Orlando
Originator: Christina Spadafora
Designate: Christina Spadafora
Version: 12.0
Status: Approved - Under Rev (AREV)
Calendar 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.
Typical Instructional Format
Mobile
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42.0 |
Total hours: |
42.0 |
Courses may be offered in other formats.
Section I Notes:
N/A
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Section II: Course Details
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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
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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.
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Course Critical Performance and Learning Outcomes
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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
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Evaluation Plan
Students demonstrate their learning in the following ways:
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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.
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Provincial Context
The course meets the following Ministry of Training, Colleges and Universities requirements:
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Essential Employability
Skills
Essential Employability Skills emphasized in the course:
X
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Communication
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X
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Critical Thinking & Problem Solving
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Interpersonal
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Numeracy |
X
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Information
Management |
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Personal
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Notes: N/A
Prior Learning Assessment and Recognition
PLAR Contact: Ann Cadger
Students may apply to receive credit by demonstrating achievement
of the course learning outcomes through previous life and work experiences.
This course is eligible for challenge through the following
method(s):
Challenge Exam |
Portfolio |
Interview |
Other |
Not Eligible for PLAR |
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X |
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Notes: N/A
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Section III: Topical Outline
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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: Spring/Summer 2014
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
Academic Honesty
The principle of academic honesty 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 faculty member, or otherwise submitting work that is not
the student's own violates this principle and will not be tolerated. Instances of academic dishonesty, including
assisting another student to cheat, will be penalized as detailed in the Student Handbook.
Students who have any questions regarding whether or not specific circumstances involve a breach of academic
honesty are advised to discuss them with the faculty member prior to submitting the assignment in question.
Discrimination and Harassment
Sheridan is committed to provide a learning environment that respects 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 are available in the Student Handbook.
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