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: Winter 2015
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: 14.0
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%
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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.
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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: 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
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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