Introduction & Overview of

Chrysler DealerCONNECT Help

Desk

Help Desk Support Analyst Team

CONFIDENTIAL
Chrysler Group LLC.
Index
 General Introduction
 Functional Introduction
 Tasks/ Responsibilities & Areas for HDSA
 Project Tools/ Applications/ Requirements
 Graphical Illustration of the Help Desk Call Flow
General
Introduction
DealerCONNECT HelpDesk is supported by us from 2008 and is the one of the most
important part of the company as we are the first point of contact with Business and the
Dealers (Customer).HelpDesk handles all the Queries, trends, and incident from the various
dealers. This helps in the Process improvement and helps customers to get the resolution to
take smooth Business with the Firm. DealerCONNECT (DC) and FieldConnect (FC) are web
portals which include hundreds of applications. These applications are used by internal
Chrysler corporate users and by independent Dodge, Chrysler, and Jeep dealership
employees. Since these applications are complex, it is our responsibility as the HDSA to
maintain and publish articles that will help provide support and offer solutions to specific
application issues. To accomplish this goal, the HDSA should review articles often, and meet
with application owners on a regular article basis.

Roles and Responsibilities

Stakeholders Role
TCS Portfolio Manager Onsite
TC Sub portfolio Managers
Team Members
Responsibilities
Praveen Munagala (Onsite)
Ramesh Bhyri (Offshore)
Santosh Verma (Onsite)
Raveender Kayatha (Offshore)
Daisy Prabhu (Onsite)
Manishkumar Mistry (Offshore)
Gurpreet Singh (Offshore)
 HelpDesk Escalation Support
 Knowledge Base Authoring
HelpDesk Escalation Support
There are several activities involved within DealerCONNECT HelpDesk
support. These activities are inter-related to each other at minute levels.
The main processes involved are as under:
 Thought process for creating Troubleshooting / Escalation Guided
Assistance
 Trend Procedures
 Flash Procedure
 TTTS Escalation Procedure
Thought process for creating Troubleshooting / Escalation
Guided Assistance
1. Gather information pertaining to the link (DealerCONNECT > Tab > Portlet >
Link). The sources to get the information from:
 The business customer / Requirements gathering meeting
 Programming Team (Application Team)
 Existing Guided Assistance
 Incidents and tickets
2. Make a list of destinations for this link. Examples are:
 TTTS groups
 Incident Wrap-up Process
 Groups the issue could be Referred* to
Thought process for creating Troubleshooting / Escalation
Guided Assistance

3. Make a list of what could go wrong within this link. Examples are:
• Link won’t launch
• Can’t print
• Grayed out tabs or buttons
• Incorrect data
• Functionality

4. Group issues together by destinations and by similarities in

troubleshooting techniques. For ex: “Grayed out tabs or buttons” and “Can’t print”
could follow the same troubleshooting path and both could branch out
destination wise depending on if it is a Dealership issue or DC issue.
Thought process for creating Troubleshooting / Escalation
Guided Assistance
5. Define which problem or groups of problems go to which destination.

6. Define logical steps to differentiate between destinations. It may help to

make a list of characteristics for each destination.

7. Put it all on paper…

8. Look for similarities that could be combined. Remove duplicate boxes

that do not have added value. Make sure that there is no path for an incident to be
closed or Referred* to local support with out the problem being addressed.

9. Repeat steps 7-8 until you believe you have a complete, easy to follow
Guided Assistance.

Note: The last box is typically the group that is the catch all, which are usually the
business folks.
Trend Procedures
Purpose: The purpose of the Trend Procedure is to manage and control the effort
associated with multiple incidents with the same instance of a Root Cause. The
Trend Procedure is also essential in assessing impact and driving process
improvement within the organization.

Definition: A Trend is an issue that affects, or has the potential to affect, multiple
end users and is a result of a single Root Cause / Event. Please Note that, this may
include issues that get Referred or Transferred to other support groups and then
closed.

Trend identification process:

 Once a trend is identified, the Agents creates new Incident mentioning all the
required and any additional facts that describe the problem in accordance to
the respective process & ends the customer call requesting him to check the
status or update his request online using the DealerCONNECT eSupport >
Knowledge Center > Check Status of a Previous Question.
Trend Procedures
Check Resources Procedure
a. Knowledge Base - Answers
b. Application Help
c. eFiles
d. Site Status
e. eSupport
f. DealerCONNECT Announcements
g. Training Icon
h. Warranty Information System (WIC)
i. Chrysler Academy (CA) Learning Center
j. 2nd Level or Team Leader
 Agent contacts 2nd Level or Team Lead for direction.
 Agent determines the correct escalation point from the above mentioned resources and
escalate the incident in accordance to the TTTS Escalation Procedure.
 Route the incident/ ticket to respective responsible TTTS group or refer to other support as
defined in Application Guided Assistance or If no answer is found, Escalating the Incident by
Proposing a new Answer(article)
 Check to see if Flash Procedure should be used or create a Site Status message.
Trend Procedures
Once a Trend is corrected:
 Chrysler will notify 2nd Level or Team Lead that the Flash message/ Site Status may be
removed. Notification may be in the form of an email, phone call or page. If a Flash message
was used, agent need to remove/update the Flash message and remove/ update Site Status
respectively.
OR
If the TTTS ticket has been closed by the TTTS group, the agent removes the Flash Message on
the ARU (a voice message) by referring the internal ARU documentation & removes the Site
Status using the Site Status Procedure.
 Closing Trend Incidents by following the Incident Wrap-up Process as defined.
Flash Procedure
Purpose:
The Flash Procedure is utilized during a Trend to help limit the
amount of incidents received into the helpdesk. A Flash has two
forms. It is a message posted to the Phone System (ARU) that the end
user will hear before selecting an option. It will also be information
posted on the Site Status website that end user may check before
calling the helpdesk. The message would contain important
information regarding the Trend and will let the end user know the
problem is already being handled, resulting in fewer incidents during
an event such as an outage.
Flash Procedure
Procedure:
1. A need for a Flash Message is Identified.
2. Agent Posts a Flash Message on the ARU (a voice message) by
referring to an internal ARU documentation.
3. Agent checks Site Status to verify the outage has been posted.
Note: There is a different site status site for FieldConnect and
DealerCONNECT. Information pertaining to DealerCONNECT
will not be posted on the FieldConnect site and vice versa.
4. If the Flash was not listed on Site Status, Agent posts a message
using the Site Status Procedure.
Flash Procedure
Once a Trend is corrected:
 Chrysler will notify 2nd Level or Team Lead that the Flash message may be removed.
Notification may be in the form of an email, phone call or page. If a Flash message was used,
agent need to remove/update the Flash message.
OR
If the TTTS ticket has been closed by the TTTS group, the agent removes the Flash Message on
the ARU (a voice message) by referring the internal ARU documentation.
 Closing Trend Incidents by following the Incident Wrap-up Process as defined.
TTTS Escalation Procedure
Purpose:
The purpose of this activity is to describe the proper procedure for escalating an issue
from the Oracle RightNow ticketing system to a respective & responsible group in the
TTTS ticketing system.

Assumptions:
 Agents must have access and working knowledge of the Oracle RightNow ticketing
system.
 The Common Troubleshooting Guided Assistance is used to troubleshoot the issue.
 If it is an application specific issue, the Application Specific Guided Assistance is
also used in troubleshooting.

Inputs:
 The DealerCONNECT helpdesk has an issue they can not solve and
Troubleshooting steps have directed the issue to a TTTS group.
TTTS Escalation Procedure
Outputs:
 A closed TTTS ticket.
 A response from a TTTS group.
 Last Resort Escalation Procedure.
TTTS Escalation Procedure
Procedure:
1. Document the exact problem in the Summary. Ex: End user is experiencing slow
performance.
2. Document the steps leading up to the problem in the Customer Entry section.
Ex: End user clicked on ABC link, under the 123 tab.
3. If data was entered (with the exception of ID and account numbers such as
Social Security Numbers), include it in the Customer Entry section. Ex: entered
01/01/11 thru 02/01/11.
4. Document all information requested in the Common or Application
Troubleshooting Guided Assistance documentation.
5. Inform the end user that you will be escalating this ticket to another group and
explain how they can check the status of their ticket on the web.
6. Choose the TTTS ticket group from the TTTS GRP: dropdown list.
7. Put the ticket in Routed Status.
8. Choose Save.
9. Wait for reply.
10.If the issue is perceived to be resolved invoke the Incident Wrap-up Process.
 Or
TTTS Escalation Procedure
 If no reply has been received in 3 business days or if the SLA has expired invoke
the Last Resort Escalation Procedure.
Or
 If the TTTS Group responds with a request for more information contact the end
user and document the information in the Oracle RightNow ticket, repeat steps 6
thru 10.
Or
 If the TTTS Group could not address the issue and you have no other
troubleshooting you can do, invoke the Last Resort Escalation Procedure.

Next Steps:
 Incident Wrap-up Process.
Knowledge Base Authoring
Introduction:
The Knowledge Base authoring service is geared toward the development
and maintenance of written knowledge for all the applications. The Help Desk Analyst
has the responsibility of maintaining and creating the knowledge base.
The audience of this content is Internal Chrysler Employees,
DealerCONNECT Help Desk Support Agents and the valued customers of Chrysler, the
dealerships.
As DealerCONNECT and FieldConnect applications are newly introduced
into the portal or go through the process of being enhanced, the Help Desk Analyst is
responsible for ensuring that along with the Help content, the knowledge base is
updated too.
All applications within the Dealer and Field Connect portals are used by
both our dealerships and internal corporate users. As these applications can be
complicated to use, it is the responsibility of the HDSA to maintain and publish
articles that will better help support and offer solutions to specific application issues.
To accomplish this task regular meeting with the application owner are necessary as
well as regular article review.
Knowledge Base Authoring
Overview:
In each of the above mentioned cases the following steps will need to monitored
and/or completed:

 Monitor the Content Management & Compliance (CM & C) database for
DealerCONNECT and FieldConnect application launches and write knowledge base
articles that support any application changes and fixes for known problems such as
link renames, port let renames, and any deletions.
 Regularly review knowledge base articles and incidents with the application owner
for any updates, new articles and possible deletion. This process will often require
the HDSA to check out and email article lists to application owners and schedule
follow-up meetings.
 Communicate major enhancements and updates to the helpdesk to keep them
informed so they are better equipped to support dealership calls into the helpdesk.
 Generate reports weekly and monthly for monitoring helpdesk calls and web submits.
 Review active Surveys
Knowledge Base Authoring
Dependencies:
The Authoring applications of DealerCONNECT/FieldConnect
are important as dealers access the help content for any queries and in
case that does not solve their problem they contact the Helpdesk for
issues regarding the applications.
The Helpdesk agents use the knowledge base to troubleshoot
and provide a solution to the dealerships or route tickets to the TTTS
group assigned for the application based on the Application specific
Guided Assistance created by the Authoring team. This is a very critical
service which is currently supporting around 270 applications of
DealerCONNECT / FieldConnect.
Tasks/ Responsibilities & Areas for HDSA
 Working with articles (New/ Proposed/ Review/Rejected/ Expired)
 Working with Incidents
 Creating/ Updating Applications’ Guided Assistance
 Arranging & Hosting Weekly Prelaunch meetings for the PMOs launched to
Production in DealerCONNECT & FieldConnect portals with Level 1 Support Team(
MINACS – Canada)
 Generating & Sending weekly/ monthly reports
 Uploading Application Help Documents in respective Serena Dimensions Help
Work sets
 Working with Application Team & Business Customers to review articles & get
updated/verified the Application Help Documents
 Working with Application for all PMO related tasks
 Mapping Help Contents in Vignette Content Management suite
 Attending CM&C PMO Calls & meetings
 Interacting different Team for Help Document Translation (en_CA/ fr_CA/ es_MX)
 Working on Adhoc requests from Business customers
 Creating/ updating/ maintaining Dealer Organization Information using Oracle
RightNow CRM
Project Tools/ Applications/ Requirements
 Oracle RightNow CRM:- Oracle RightNow is Customer relationship
management tool in short CRM, helps in maintaining the Records of the
Customers, Incidents raised by them, Knowledgebase which includes articles
and documents for their self-service, hold various kinds of reports which can
give us the overview of the weekly/monthly analysis of the chat session and
other activities provided to the users. We can also create surveys which
enables administrator to take feedback from the users which enables him to
check on the service his team is providing to the customers also we can create
different types of campaigns for the customers. It basically gives freedom to
the user to control his services provide to his Customers.
Internally administrator maintains agents and other staff account and can
assign various roles and responsibility to them.
A Customer portal page is also provided to the customer to show the
knowledgebase to the user which is maintained by the backend team. This
allows customers to resolve their simple queries by themselves.
Project Tools/ Applications/ Requirements
 Serena ChangeMan Dimensions web client:- Serena Dimensions
CM seamlessly orchestrates application changes, configurations, and
releases across all your disparate platforms, environments, and teams.
It provides extensive software configuration management and
deployment capabilities that help you increase development efficiency,
lower deployment risks, and ensure compliance to standards. Itis one of
the fastest integrated ALM solutions on the market, especially across a
wide area network (WAN).
 Vignette Content Management Tool:- Vignette Content
Management system delivers comprehensive functionality to support
your entire CEM ecosystem, with offerings to complement Web
publishing that include analytics tools, targeting and segmentation,
portals, social media, digital asset management, semantic search,
process automation, archiving, and campaign management, whether
you’re looking for a departmental intranet, a highly dynamic self-
service Web site, or an interactive online and mobile experience.
Graphical Illustration

&
Thanks to everyone for your time……

Help Desk Support Analyst Team