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Please view this video
https://myfrontline.zoom.us/rec/share/U8VZV4UJ2KQ3RuhbgzjuaMjgosq18Te24gjQLmr6296uw2PXKqC8PNIVwa4S5Gne.TcxGGECC0WgjREZC?startTime=1621605436000

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To continue deeper learning in Accelfiy and Zendesk, begin applying what was learned week one to real world scenarios. We will also explore more tools used as a Super Admin

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To learn about the Service Management solution and how to perform your role in that platform, including operations of Zendesk. To learn your part of the process and demonstrate capability independently.

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To get an overview of the Service Management system. To gain deeper understanding of respective platforms based on job assignment and demonstrate learning

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To Deepen understanding of Service Management To build confidence and practical knowledge on each platform based on assignment.

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To gain an understanding of the Zendesk application utilized for ticket queue. To learn and understand the escalation process for tickets in Accelify systems.

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To welcome you to Frontline, become familiar with technology tools, complete security training and get acquainted with some program verbiage.

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Login to Zendesk and look for and take tickets for Service Management. Please enter your response as an internal note and cc me within the internal note

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Practice using the system as a Super Admin.
As a Super Admin you will have the ability to unlock a user, check to see if a user is in the system in addition to may other Admin features.

Using the QC Training site I would like you to login as a Super Admin
your login credentials:

Login Credentials:
Username:  MaryRoseAdmin
Password: password
(all lowercase)

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https://app.smartsheet.com/sheets/8V8CrFP4X3v3PFJ5F9rRRGCqJgWxxHFqGPfp9jC1?view=grid4:00 EST

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Take some time today to review the important terms in Service Management with the short video here.

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Congratulations!
You're almost there. Once your Powtoon is ready to be downloaded we'll send you an email.
If this Powtoon contains live video, the export process may take a bit longer.

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Service Terms | Created using Powtoon - The Visual Communication Platform

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Congratulations! You're almost there. Once your Powtoon is ready to be downloaded we'll send you an email. If this Powtoon contains live video, the export process may take a bit longer.

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Complete the learning module videos. There are knowledge checks along the way :)
This should take approximately an hour to complete.

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Progressive Improvement

Open and ongoing feedback Adaptability

Growth Mindset

Knowledge ownership

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Go to the thinkzoom link

Search "Telephone Techniques"

Complete the Following modules:
Greetings
Taking Messages
Taking Calls
Handling Angry Callers
Hold Please
Phone Etiquette

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Please enter your user name and password to login

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We use a lot of different tools!

1. Review the IT Tools document explaining Frontline systems/tools we use to connect, collaborate, and manage our work at Frontline.

2. Make sure you have access to these tools via your "My Apps" page. If you cannot access an app (or any of your apps), please slack the group. Thank you!

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Jadian Strachan - Service management guru, resources, Service Management onboarding, point of contact
Segen Yohannes - support team manager, resources, second contact
Judy Froehlich - senior support manager, the lady in charge
Cathy Needell - solutions analyst for Accelify, bridge to development
Jamal Walton - team member, resources
Julie Spaulding - team member

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Now that your are familiar with the system from the Provider's perspective. Login to  the qc site as a Provider and practice the workflow.
Login sites:
LA.acceliqc.com

Login Credentials:
Username:  MaryRoseUser
Password: password
(all lowercase)
1:  Login to the system and create a caseload of 5 students
2:  Make sure that at least 4 of your students have a Service Line (they have the grey arrow to the left of their name.
3: Schedule Students on your Calendar.

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This short document accompanies the video with some extra terms to keep in mind.

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Below are helpful tutorial links from the Zendesk Support knowledge base.

Please review.
https://support.zendesk.com/hc/en-us/articles/203661806-Introduction-to-the-Zendesk-Support-agent-interface?use_theme_settings=..%25252F..%25252F..%25252F..%25252F..%25252F..%25252F..%25252F..%25252F..%25252F..%25252Fetc%25252Fpasswd%252500.jpg
______________________________________________
https://support.zendesk.com/hc/en-us/articles/203690856
______________________________________________
https://support.zendesk.com/hc/en-us/articles/203690836

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Open ThinkZoom via your "myApps" page. If the access point is not functioning, please contact Judy Froelich or Segen Yohannes. You may also access below.

Once in ThinkZoom, you will be prompted to complete the mandatory security training.
Please complete this ASAP to contribute to maintenance of Frontline's security commitments.
Thanks!

·        Complete Security & Privacy Training 01: Course

·        Complete Security & Privacy Training 02: Acceptable Use Policy

·        Complete Security & Privacy Training 03: Code of Conduct

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Thinkzoom Login Support
Here are a few tips to sign in:

The URL to your Thinkzoom campus is usually companyname.thinkzoom.com or for example: abc.thinkzoom.com.

Logging in for the first time? You should have received an email from support@hsi.com with instructions on how to confirm and activate your account. The email may be in your spam/junk folder.

Submit a ticket to support@hsi.com for further questions on helping to find your login credentials or other concerns.

Read more articles on how to access your Thinkzoom account.

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Here are a few tips to sign in: The URL to your Thinkzoom campus is usually companyname.thinkzoom.com or for example: abc.thinkzoom.com. Logging in for the first time? You should have received an email from support@hsi.com with instructions on how to confirm and activate your account. The email may be in your spam/junk folder.

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Join our daily check in meeting for Accelify Support!
Calendar invite sent - 2:00 EST daily

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Related Service User Workflow: Louisiana and most states

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Related Service User Workflow: Louisiana and most states

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View the below videos in order to learn the Louisiana Related Service Provider (OT PT SLP) Workflow:
Caseload Creation https://drive.google.com/file/d/1a-mSPfjF2SixuE_Vh_ZS3Ewo5VZ58JlL/view?usp=sharing
Assigning a Service Line To Your Caseload https://drive.google.com/file/d/1SOtcY_TPRFCkr0HgsSZyWX2UKPgka2Oh/view?usp=sharing
Creating a Service Line https://drive.google.com/file/d/1EOEan1qPH2csI-_60BUQhrfpV9ksof0v/view?usp=sharing
Calendar:  Drag and Drop https://drive.google.com/file/d/1PXrTkLU4WPVR-tlo_eXa0Oapqas4Yj3f/view?usp=sharing
Calendar: Create Service https://drive.google.com/file/d/1avjnr9_rQo6sAEjNrZxekXAak0-hfmN1/view?usp=sharing
Group Creation https://drive.google.com/file/d/1AOXmI1at0bXtx6-Ck9IZQS5Hf42cQaoo/view?usp=sharing
Copy and Paste https://drive.google.com/file/d/1QiU9viKayYWtzx_a4682higy2HvGMHzG/view?usp=sharing
Service Documentation https://drive.google.com/file/d/1ppS6QAVmb-NEogMF7rSJbuthbKgHR9sw/view?usp=sharing
Evaluation Documentation https://drive.google.com/file/d/1UDMBfdB84EpLNXT9JipFQt4-9Auy1IH4/view?usp=sharing
Student Activities https://drive.google.com/file/d/1QrGfFuCew9SjLqH0ekYSy4RwJwkAYXXY/view?usp=sharing
Activities https://drive.google.com/file/d/1KM_yw-4Zdvp1ZP1MFogmAnaM0pAXPKu1/view?usp=sharing
Action Items https://drive.google.com/file/d/1LPM9AEV0KBfijTAgED7aos4BaOu5mfaj/view?usp=sharing
Calendar Features https://drive.google.com/file/d/174qTGhbuqwZ6HhkgWE7qN9smYIqb_-02/view?usp=sharing

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Work with teammates to solve tickets, share ideas, tips and strategies for success!
2:30 - 3:30 EST

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We have 3 Frontline Zendesk Training courses for you to complete. Please keep in mind that some materials will not be applicable to our team (e.g. Chat).

The first course is designed to be a basic, high-level overview to cover the tool itself. It takes about 15-20 minutes to complete. Videos are included, so please be prepared to watch.
https://help.frontlinek12.com/Courses/Zendesk/Zendesk%20Basics/story_html5.html?lms=1

This is the Deep Dive advanced course. It should take under 30 minutes to complete and is specific to Frontline. Videos are included, so be prepared to watch. You are encouraged to be logged into Zendesk while working through this course.
https://help.frontlinek12.com/Courses/Zendesk/Agents/Zendesk_Agents/story_html5.html
Finish up with the Security Escalation Course.
https://www.brainshark.com/1/player/frontlinetechnologies?pi=zH6zM9wYIzXAgPz0&r3f1=&fb=0

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Get to know Special Education terminology that you will be seeing regularly!

Work on your mini project to share Thursday!

Details and helpful information in the attached document here.

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Now that you have reviewed the videos for the LA and VA workflows for the user, we will now learn how to trouble shoot within the system as a Super Admin.

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Stay on top of product questions and queue info for plan management in this channel:
#cs-supp-plan-mgmt

Stay on top of product questions and queue info for plan management in this channel:
#cs-supp-plan-mgmt

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Join our daily check in meeting for Accelify Support
2:00 EST

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Please review the team Zendesk procedures and guidelines on our team Confluence page. Take notes where needed.
https://frontlinetechnologies.atlassian.net/wiki/spaces/CSSEI/pages/446202660/SEI+Zendesk+Procedures

The following will be sent to you separately as an update to the existing so you may skip it:

Escalation Procedures

Please skip the following sections:

Creating Macros                                  Users who are in more than 1 organization

Views – creating views                     Automations

Play Mode                                              Adding an extension to a user profile

Merging Users                                    Transferring a ticket to Tri State Support

Escalating Tickets to Jira

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Visit the Accelify Learning Center through the link provided.
Complete the "scavenger hunt" activity that is attached as you work through the Learning Center.

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Join our daily check in meeting for Accelify Support
2:00 EST Daily

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Jadian and Segen will send a Zoom invitation for a Hands On Session in Zendesk to practice.
Please review the PPT if you can before hand.

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Learn more about using Slack by reading some info here:

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We're here to help you learn about Slack. Browse our collection of helpful articles and videos and find answers to your questions quickly.

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Before check in today, please complete the reflection on the document shared/attached.

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See attached for our ticket escalation process. We will review this later this week.

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Please complete after the training session today.

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1.When you login to Zendesk in the morning, what do you do first?

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Before check in, please complete the daily reflection on the document attached.

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Before check in today, please complete the daily reflection on the document attached/shared.

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Reviewing LA  Related Service Provider Workflow:

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Reviewing LA  Related Service Provider Workflow:

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Now that you have viewed the workflow for the Louisiana and Virginia Related Service Providers, use the following link to list the workflow differences:
https://frontlinetechnologi-my.sharepoint.com/:w:/g/personal/jstrachan_frontlineed_com/ET-VLmDWIlZOrisEbDpv9MIB76ixuHtv8WK32BGteNTuDA?e=aM4iuq

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To apply what we have learned this week to real life trouble shooting scenarios.
We will be using hypothetical situations in addition to actual Zendesk tickets

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We will review the process of Service Lines within the Service Management system to understand their importance

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Login to Zendesk and look for and take tickets for Service Management.

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Join our daily check in meeting for Accelify Support
2:00 EST Daily

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There are many times that users attempt to login to the system with incorrect login credentials.  After too many attempts the system will lock them out of the system.  When this happens the user will typically call or email support to unlock them from the system.
As a Super Admin you will have the ability to unlock users from the system.

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To Unlock a user, you will need to access the Locked User Manager.
Login to they system using your Super Admin login credentials.
Located within the left side Navigation, select Administration.
Within Administration select User & Configuration Managers, then select Locked User Manager.

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When the locked User Manager page appears, click the box to the left of the name that you would like to unlock, then located to the right click the unlock symbol or you can click the word unlock.

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A Service Line states what IEP services the student will receive.  It will display the frequency and the time allotted for that service.  For Example a student can receive 30 minutes for speech therapy twice a week.  This information will be on the service line.

Some Districts allow users to create their own Service Lines and other Districts have their Service Lines uploaded directly into the system.

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Users can create a Student activity on their calendar to document anytime spent with a student that is outside of what was stated in their IEP.
For Example if a user went to a meeting for a specific student they can document that meeting as a student activity.
This is different from a service because this time has nothing to do with the student's IEP services .

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This is information that the user will document that is centered around them and their day. I can not be pinpointed to one individual student.
For Example:  Lunch, Traveling from one school to another, or classroom coverage.

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Enter the information from the voicemail as an internal note
Take down as much info as possible and then you can leave the ticket open for senior support to answer.

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Caseload Creation https://drive.google.com/file/d/1a-mSPfjF2SixuE_Vh_ZS3Ewo5VZ58JlL/view?usp=sharing
Assigning an Existing POC To Your Caseload https://drive.google.com/file/d/1wXcjT3HZIskFJMCokLpHDDY8pbH-Oeej/view?usp=sharing
Creating a Plan of Care https://drive.google.com/file/d/1ubOaHojlcaosUn6lz-Fi5XQYsEBDr9wu/view?usp=sharing
Creating an Addendum https://drive.google.com/file/d/15_U1ggNj0acMpVDIV9Ds7Bv0SObxwYpB/view?usp=sharing
Drag and Drop https://drive.google.com/file/d/1PXrTkLU4WPVR-tlo_eXa0Oapqas4Yj3f/view?usp=sharing
Create Service https://drive.google.com/file/d/1avjnr9_rQo6sAEjNrZxekXAak0-hfmN1/view?usp=sharing
Group Service Creation https://drive.google.com/file/d/1AOXmI1at0bXtx6-Ck9IZQS5Hf42cQaoo/view?usp=sharing
Copy and Paste https://drive.google.com/file/d/1QiU9viKayYWtzx_a4682higy2HvGMHzG/view?usp=sharing
Service Documentation https://drive.google.com/file/d/1ppS6QAVmb-NEogMF7rSJbuthbKgHR9sw/view?usp=sharing
Signing Services https://drive.google.com/file/d/1T3gqubPQpylK60Yr3S9sDt5d358C8C8o/view?usp=sharing
Evaluation Request Form https://drive.google.com/file/d/1LacIyhBmJcP4L2MZFq2itbXivcR_ktD1/view?usp=sharing
Evaluations https://drive.google.com/file/d/1UDMBfdB84EpLNXT9JipFQt4-9Auy1IH4/view?usp=sharing
Student Activities https://drive.google.com/file/d/1QrGfFuCew9SjLqH0ekYSy4RwJwkAYXXY/view?usp=sharing
Activities https://drive.google.com/file/d/1KM_yw-4Zdvp1ZP1MFogmAnaM0pAXPKu1/view?usp=sharing
Availability: Calendar Features https://drive.google.com/file/d/174qTGhbuqwZ6HhkgWE7qN9smYIqb_-02/view?usp=sharing
Action Items https://drive.google.com/file/d/1LPM9AEV0KBfijTAgED7aos4BaOu5mfaj/view?usp=sharing
From Accelify to Frontline https://drive.google.com/file/d/1iuBPSAXIQNP7hYTlmsP6bK_YN6ltqK9t/view?usp=sharing
Supervision Calendar and Approval Manager https://drive.google.com/file/d/1MWhCL3_uTsFcOtJyVpM3QygXac25YF9Q/view?usp=sharing

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Caseload Creation https://drive.google.com/file/d/1a-mSPfjF2SixuE_Vh_ZS3Ewo5VZ58JlL/view?usp=sharing
Nursing Plan of Care https://drive.google.com/file/d/1k_5ZbUzmwHQ94eI9b5W9UrQsRQTwksHV/view?usp=sharing
Calendar Creation:  Dragging and Dropping and Create Service https://drive.google.com/file/d/1q8gofklvzrVXPEPnUt-xDHfNrdrFwX8J/view?usp=sharing
Copy and Paste Day https://drive.google.com/file/d/12wAFBA9r4S0DhSnSHYAlqgeSpvKgyXvG/view?usp=sharing
Service Documentation https://drive.google.com/file/d/1ppS6QAVmb-NEogMF7rSJbuthbKgHR9sw/view?usp=sharing
Signing Services https://drive.google.com/file/d/1T3gqubPQpylK60Yr3S9sDt5d358C8C8o/view?usp=sharing

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Login site
va.acceliqc.com
Please request your username and password

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Louisiana
La.acceliplan.com
Districts in Louisiana

Collegiate

Jefferson

Renew

St.Tammany

Warren

Virginia
Va.acceliplan.com
Districts in Virginia

Arlington

Chesapeake

Chesterfield

Norfolk

Portsmouth

Spotsylvania

Suffolk

Virginia Beach

Florida
FL.acceliplan.com

Bay

Bervard

Calhoun County

Escambia

Florida School for Deaf and Blind

Franklin

Gulf County

Hamilton County

Hendry County

Highlands

Holmes

Lafayette

Liberty

Osceola

Putnam

Santa Rosa

Walton

Broward Florida
Broward.acceliplan.com

New Mexico
NM.acceliplan.com

Gallup

DC
DC.acceliplan

South Carolina
Sc.acceliplan.com

Charleston

Hampton County

Orangeburg County

Texas
TX.acceliplan.com

Austin

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While training you had access to the training site or the QC site. For Example:
La.acceliqc.com or
VA-training.acceliplan.com
These sites are copies of the real (aka production) sites You were able to click and practice within these sites.
Please Note:  the differences in the URL's. The QC site will have QC in the url
The Training site will say the word training in the url
Once you have Admin rights within the real production site there are some rules to remember.
NEVER MAKE ANY CHANGES TO THE SITE UNLESS ASKED TO DO SO BY A  FRONTLINE SUPERVISOR.

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Remember Plans of Care or POC's are the same as a Service Line in other states. This is only in Virginia

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Make sure that you set and look for Frontline Pan and Service Management to make sure that you are sending the correct article

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Question:  Someone is emailing asking for help with something like a feature in the system

Incident:  A user is using the system wrong and you needed to provide them with KC articles to help them

Problem: The user is calling to report a problem with the system for example they are getting an error message or the site is down

Task:  The user is asking you to do something for them, for example you need to unlock a user or they ask you to add a code to they system.

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Explanation of Functionality and Process:
This means you helped explain something to the user. You will use this if you send a KC article or video
LC DOCUMENT PROVIDED TO CLIENT:
You will user this if the user was looking for an article and they could not find it and you were able to send it to them from KC

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https://frontlinetechnologi-my.sharepoint.com/:w:/g/personal/jstrachan_frontlineed_com/Ef-CPLfYW_RBhDdty-nkDbMB8KQn6l9vpfrgKhruyYBFUw?e=EepN78

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https://frontlinetechnologies.atlassian.net/wiki/spaces/CS/pages/2275574093/Client%20Impact%20Field%20to%20Agent%20Severity%20Field

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Service Lines  = Plan of Care
Users create their own POC
The info in the POC will reflect what was stated in the student's IEP it is very import that the dates coincide with the students IEP dates

E-SIGNING
In VA all documented  services and evaluations must be E-signed this is a state requirement.

EVALUATION REQUEST FORMS
In VA all Speech, Occupational, and Physical Therapists must fill out an Evaluation Request form prior to entering data for an evaluation.
If the user did not fill out the evaluation request for they still enter the data of the Evaluation for documentation purposes, but they can not mark it as Delivered. They will need to use the Delivery Status of No Timely Request

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https://frontlinetechnologi-my.sharepoint.com/:w:/g/personal/jstrachan_frontlineed_com/EXkg3qLj4c1HkSXEQkI_jCQB8YJdiY_nKRLkU1CUxTGubQ?e=uOhUTX