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Moving to Siebel

Siebel eService Customer Training

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Whats covered in this training?

What/When is eService Accessing eService Entering a Service Request Working with a Service Request Managing your profile Authorizing billable Service Requests (for Group Management customers only)

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What is eService? For Whom?

eService is online Service Request Management Replaces 3 legacy systems Its for GEHCIT customers, where the GEHCIT Business is live on HCIT Siebel It also offers online Profile Management (contact information) SSO (Single Sign On) Enabled

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When is all this occurring? What should you expect?

Go Live scheduled for Monday, May 16, 2011 Active (not closed or deleted) cases will be in Siebel on day 1 Inactive (closed/deleted) cases for 3 years will be available within a week Expecting a smooth transition with a few bumps please be patient

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eService Customer Training

Siebel eService Accessing eService

Getting Access to eService

Customer Contact person (eService user) needs to register for eService eService Registration consists of 2 parts
1. 2. SSO ID assigned Contact person set up in Siebel and has Siebel settings set for eService

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Moving to Siebel

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https://www2.gehealthcare.com/portal/site/usen/eservice

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eService Customer Training

Siebel eService Entering a Service Request

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Start a new Service Request

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If you are not sure which Asset (Product) to select, choose any listed Asset and your GE HCIT Support Representative can make any necessary updates to the Service Request after it is submitted.

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In most cases youll have one choice. If you have production servers in more than one location, youll see the location as part of the Environment Name. Example: Production: Florence

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SR Type
e.g.
Technical Service Application Service Billing Service

SR Type is a required field. The available options differ according to the product line. They are used to help internal routing.
Product Line Centricity EMR Centricity Practice Management and Centricity Practice Solution Centricity Group Management Technical Service Upgrade/Update Service X X Billing Service Application Service X Contracted Service X

X X

X X

X X

If you are ever unsure please use the Technical Service option.

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Priority
High Medium Low

Priority is a required field. The available options differ according to the product line
Product Line Centricity EMR Centricity Practice Management and Centricity Practice Solution Centricity Group Management High
Medium X Low X

X X

NOTE: Critical is not a choice. Please call our support center for all critical issues.

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SR Priority
High Medium Low

High Non-critical problem that interferes with the customers ability to perform a key business function Not restricted to rare situations or a single occurrence Presents no reasonable workaround A critical issue that has an acceptable workaround Any other problem that interferes with the customer's ability to perform a business function or generates inaccurate results but which has an acceptable workaround All other problems (cosmetic problems)

Medium

Low

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GM customers only

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GM customers only
eCommerce customer with EDI issue. Choose proper standard part to allow Siebel to auto dispatch your SR to proper Team from the start. These standard parts are only avail if you choose eCommerce Support asset or core Group Management asset Also, choose Billing Service For SR Type.

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Attachments
Add up to FIVE on initial SR entry

Attachments are optional. Add up to 5 attachments to a new Service Request and unlimited when updating. Maximum size is 5MB (combined file size) with a wide range of file formats (doc, xls, ppt, docx, xlsx, pptx, jpg, jpeg, bmp, pdf, zip, txt, gif, rtf, rpt) Attachments do not replace adding comments to the Service Request. Helpful attachments are screen shots or interface specs.

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Safety Concern? and Patient Use?

Safety Concern? and Patient Use? are regulatory and required fields.

Safety Concern? As a result of the issue you are reporting, was there a death, or serious injury or the potential for a death or service injury? If it can be confirmed that no actual or potential death or serious injury has or could occur, choose No. Additional details should be provided to support Actual or Potential concerns. Patient Use? Was the Asset that the issue is being reported against being used for the treatment or diagnosis of a patient/condition? If it can be confirmed that the Asset was not being used for treatment or diagnosis at the time of the issue, choose No.

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Description and Comments

Optional field, please populate helpful for query and export capabilities Cant edit once SR is submitted 255 characters accepted Required free text field provide full description of issue being submitted Cant edit once SR is submitted 2000 characters accepted

Optional field can be used if you run out of room on Description field for initial SR entry 1500 characters accepted

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SR Submitted

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SR Submitted

Failure Message: The system is unable to create Service Request. Please try again or contact helpdesk.

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What if there is no Asset for SR?

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What if there is no Asset for SR?

Very few occurrences
Examples of acceptable use would be questions about the National Users conference or to confirm GE off-hour support hours

Low Priority issues ONLY.

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eService Customer Training

Siebel eService Finding an SR

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Finding an SR
Converted SRs include any moved from legacy systems This will include all active cases (open or hold status) at time of go-live as well as 3 years of closed or deleted cases within a week of go-live

SR Numbering Format Converted SRs = GM-#######, IPEMR-#######, IPPM-#######

e.g. Group Management # 1234567 becomes GM-1234567 in Siebel

New SRs = 1-#########

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This hyperlink will bring you to a listing of all the SRs for which you are the contact, the status is hold and the sub status is either Pending Customer Action or Pending Customer Sign Off.

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Click SR# hyperlink to jump to full SR detail page

Hover over SR# hyperlink to get popup display

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List of last 10 most recently edited SRs for which you are the Owner

Hover over description fields to view popup display (example)

Hover over SR# to view popup display

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The All Service Requests link allow you to see all service requests for assets for which you have access. This is a historical listing.

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Searching when you know the SR#

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eService Customer Training

Siebel eService Updating an SR

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Updating a SR

General Info

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Updating a SR

The top section is where you can make updates or update information. Fields highlighted in orange can be updated

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Updating a SR
Ensure Comments include instructions if updating Phone Number

Whenever you update the contact on the SR please reference the change in the update comments. This will help alert GE to this change.

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View Existing SR Attachments

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View Existing SR Attachments

A link to view the attachment

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Updating a SR

Activities

View Existing SR Activities

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Hover to see Contact Info

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Updating a SR

SR Details

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View Service Request Details

Hover to see Contact Info

These values can only be updated / entered by GE

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Print SR

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Email SR

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eService Customer Training

Siebel eService Service Request Closure

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Request SR Closure
If you are ready to close an SR, you can do this at any time: 1. Enter comments on the SR indicating you are ready to close the case and then select the Request SR Closure link.

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Request SR Closure
2. This will trigger a popup asking confirm you wish to close the SR. If you select cancel you will be brought back to the update service request screen.

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Request SR Closure
3. If you clicked ok at the confirmation to close pop-up you will get a second popup asking if you really want to submit the SR changes. This is a double confirmation.

4.

Upon clicking ok here you will get a confirmation message indicating the request to close has been successfully submitted.

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eService Customer Training

Siebel eService Contact Profile Management

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Manage Profile
Every user can and should update their own: Demographic / contact information Email notification preferences

An Admin User can also update this information for all other Contacts.

Please keep your contact information up-to-date.

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Manage Profile

eService Homepage

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Manage Profile
Contact Details

Demographics

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Manage Profile - Demographics

Fields with the red star (*) are required in order to save the contact

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Manage Profile

Email Notifications

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Manage Profile Email Settings

No email: You will not receive any emails for eService updates. Create SR: You will get a confirmation message an SR has been created. We saw an example of this earlier. Closed SR: You will get a confirmation message when an SR has been closed.

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Manage Profile Email Settings

Pending Customer Action: You will get an email anytime a GE user updates the case to a status of Hold, substatus of Pending Customer Action. Pending Customer Signoff: You will get an email anytime a GE user updates the case to a status of Hold, substatus of Pending Customer Signoff. Both of the last two statuses will show in the SRs needing your attention section but the emails may be helpful to you.

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Manage Profile Email Settings

Select New button to add setting for additional Business Segments

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Admin Capabilities
Update demographics for customer contacts Activate/Inactivate a contact Alter asset associations for customer contacts Request new user access

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Admin Update Contacts

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Select Contact from list and Update Contact

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Admin Update Contacts

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Select Contact from list and Associate New Assets to that contact

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Admin Update Contacts Associate New Asset

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Select Contact from list and Check Current Assets for that contact

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Admin Update Contacts View Associated Assets

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Admin New User Access

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Admin New User Access

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Admin New User Access

eService Access Levels - Definitions
Admin eService Administrator for the customer. The person has the ability to view/update all contacts for that customer, add/remove contacts, and review/update/create Service Requests associated to any of the of the customer's assets. Special - User can review/update/create Service Requests associated to any of the customer's assets. Basic - User can review/update/create Service Requests associated to the assets to which this user has been associated in Siebel. Read Only - User can view (not update or create) Service Requests that are associated to the assets to which this user has been associated in Siebel.

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eService Customer Training

Siebel eService Billing Authorization Centricity Group Management ONLY

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View Billing Information

Link will always appear Check when activity indicates quote to see quote details

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View Billing Information

If there is no quote available or no quote history you will see just the billing detail for the SR.

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Approving a Quote

Discount applied, if applicable

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Approving a Quote

Take action on quote

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Enter PO number, if applicable

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Approving a Quote

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Approving a Quote

Updated Quote information

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Rejecting Existing Quote

Its not possible to un-reject a quote

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Rejecting Existing Quote

If rejecting a quote, enter a comment to indicate why the quote was rejected so we can address the cause if necessary.

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Rejecting Existing Quote

Updated Quote information

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eService Customer Training

Siebel eService Additional Resources & Questions

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Additional Resources
I will send this presentation to the email list I have from acceptances for this training session. We will also post it to our Centricity GM, PM/CPS, EMR web sites
Link on main page You will have on-going access to the training materials and resources provided there as well as anything new

If you have questions about this training, please email us at SiebelIP@ge.com

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Thank you for your time and interest!

Independent Practices
2011 General Electric Company. All rights reserved. This does not constitute a representation or warranty or documentation regarding the product or service features. All illustrations are provided as fictional examples only. Your product features and configuration may be different than those shown. Information contained herein is proprietary to GE. No part of this publication may be reproduced for any purpose without written permission of GE. GE, GE Monogram, Centricity, and Imagination are trademarks of General Electric Company. All other products and brand names are trademarks or registered trademarks of their respective companies.