VERSION 23.

0
08/29/2016

DATABANK SUPPORT
ONBOARDING PROGRAM
 Support Schedule Outline

Support Training Outline

Week 1

Week 2

Training
Week 3

Week 4

Shadow Existing Team Member

Week 5

Week 6 Existing Team Member Shadows New Employee

Week 7&8 Taking calls and emails on your own

Week 9 Added to On-call Rotation

DataBank Support Onboarding Breakdown 2

DATABANK SUPPORT ONBOARDING: WEEKLY SCHEDULE

WEEK 1 – HIGH LEVEL * C L I C K S E S S I O N N AM E F O R D E T AI L S

Day 1 - Monday Day 2 - Tuesday

ET SESSION NAME INSTRUCTOR ET SESSION NAME INSTRUCTOR
DataBank Support (DS) Leadership DataBank Support (DS) Leadership AM
9:oo Leadership Team 9:oo Leadership Team
Welcome and Introduction Call Check In Call
New hire time for reviewing materials sent
10:00 Independent Study 9:30 ZenDesk – Part 1: The Articles Team Member
& break

High Level Overview on Important ZenDesk – Part 1: Activity 1.2.A:

10:30 Team Member 11:00 Independent Study
Websites to bookmark Searching in ZenDesk

Using Hyland Community – Part 3 –

11:30 Reviewing Terminology Team Member 11:30 Navigating, Searching, and Subscribing Team Member
to forums and upcoming webinars

12:30 Lunch Break 12:30 Lunch Break

Using Hyland Community – Part 1 –

1:30 Team Member 1:30 Customer Service Workshop – Part 2 Leadership Team
“Reviewing MyOnBase as a Reseller”

New hire time for review and exploration Phone System Intro & TeamViewer
3:00 Independent Study 2:30 Support Coordinator
of “MyOnBase” section. Licensing

ACTIVITY 1.2.B: Reviewing the Phone

3:30 Customer Service Workshop – Part 1 Leadership Team 3:30 Independent Study
Procedure articles

Using Hyland Community – Part 2– ZenDesk – Part 2: Reviewing User &

4:30 Team Member 4:00 Team Member
“Reviewing Team OnBase” Ticket Creation and Ticket Fields

5:30 End of day: Agent Q&A/Review Leadership Team 5:30 End of day: Agent Q&A/Review Leadership Team

Day 3 - Wednesday Day 4 - Thursday

SESSION NAME INSTRUCTOR SESSION NAME INSTRUCTOR
DataBank Support (DS) Leadership AM DataBank Support (DS) Leadership AM
9:oo Leadership Team 9:oo Leadership Team
Check In Call Check In Call

ZenDesk – Part 3: Holy Macros! (Using

9:30 Team Member
Macros and Rich Text Editor in Tickets)
Activity 1.4.A::
11:00 Activity 1.3.A: ZenDesk Ticket Creating Independent Study 9:30 Hyland Classes:: Intro to OnBase, Core Independent Study
Services, Web Server
ZenDesk – Part 4: What’s all that stuff to
11:30 Team Member
the far right?

12:30 Lunch Break 12:30 Lunch Break

Activity 1.3.B:
DataBank Support Weekly Team
1:30 Hyland Premium Class:: Independent Study 1:30 Weekly Team Call
Meeting
Pre-Installation: Welcome to OnBase

ZenDesk – Part 5: To the left to the

3:00 Intro to Remote Tools :: WebEx, GTM, TV Team Member 2:30 Team Member
left… everything in the box to the left

Activity 1.4.B:: ZenDesk 5 - Left Hand

4:00 Activity 1.3.C: Remote Session Tools Independent Study 4:00 Independent Study
Links
ZenDesk – Part 6: But wait, there’s
4:30 Intro to Customer Data Transfer Team Member 4:30 more! More About Zen / Time to Team Member
Explore Zen / Searching in Zen
5:30 End of day: Agent Q&A/Review Leadership Team 5:30 End of day: Agent Q&A/Review Leadership Team

DataBank Support Onboarding Breakdown 3

 Day 5 - Friday
SESSION NAME INSTRUCTOR
DataBank Support (DS) Leadership AM
9:oo Leadership Team
Check In Call

9:30 Supporting our Hosted OBOL Solutions Team Member

11:00 Activity 1.5.A: Review MyCloud site Independent Study

Reviewing noteworthy troubleshooting

11:30 Team Member
tools

12:30 Lunch Break

1:30 Setting up a Hyland VM Team Member

3:00 Activity 1.5.B: Getting your VM Set up Independent Study

5:30 End of day: Agent Q&A/Review Leadership Team

DataBank Support Onboarding Breakdown 4

WEEK 1 – DAY 1 (MONDAY) SESSION DETAILS & AGENDA

Name Details & Agenda

Agenda:
1. Personal introductions of leads and new hires
2. Reviewing Team Structure / Org Chart
3. Review hardware that is on its way
4. Review the agenda for the next few weeks (high-level) and the DS Training outline
5. Review and bookmark the following articles:
DataBank Support
1. Support Agent Onboarding
(DS) Leadership
2. DataBank Customer Support Guide
Welcome and
3. Zen - Reference Guide for DataBank Support
Introduction Call
Attachments:
*Meeting Request will include the following attachments:
1. Excel Spreadsheet for “Managing User Accounts and passwords”
2. The individual schedules for weeks 1-3 for new hire
3. DS Training Guide
4. DS Policy and Procedure Guide
New hire time for
reviewing
Break for new hire to review team materials, any HR documentation, and/or break as needed
materials sent &
break
High Level Agenda:
Overview on
Will review the important sites to know and bookmark
Important
Websites to *note that the sites that will be reviewed in this session can be found under the “Important
bookmark Websites” section in the latest “DS Training Guide.docx “ document. This can be found attached
to the Support Agent Onboarding
Note also:
 The following Help Center article DataBank - Solution Support Reference Sheet:
https://databank.zendesk.com/hc/en-us/articles/205229315-DataBank-Solution-Support-
Reference-Sheet
 Also Review the “important websites” listed within the Training Guide
Agenda:
Reviewing the listed within the Training Guide:
*note that the sites that will be reviewed in this session can be found under the “Terminology”
Reviewing
sections in the latest “DS Training Guide.docx “ document. This can be found attached to the
Terminology
Support Agent Onboarding
1. DataBank Roles & Support Terms
2. Industry Terms
3. Miscellaneous
DataBank Support Onboarding Breakdown 5
Name Details & Agenda
4. OnBase
a. Clients
b. Terms
5. Other Support Products Terminology. See also HCA: Zen - Support Tag Reference Sheet
https://databank.zendesk.com/hc/en-us/articles/205226625-Zen-Support-Tag-Reference-
Sheet
Agenda: Using Hyland Community – Part 1 – “Reviewing MyOnBase as a Reseller”
 Noteworthy HCA: https://databank.zendesk.com/hc/en-us/articles/205226925-OnBase-
Product-Support-Links
1. Selecting a customer to impersonate and the info that is available
2. OnBase Downloads section:
a. Commonly available files versus files for secure download
2. User Resources section:
a. MRGs
b. Database Reference Guides
c. Troubleshooting Checklists
d. Hyland Support Wiki
Using Hyland
e. What's New? Search the Release Notes
Community – Part
i. Walk through demonstration of creating a delta reports
1 – “Reviewing
ii. Accessed via https://www.onbase.com/community/myonbase
MyOnBase as a
Reseller”

1.
f. OnBase Help Files
New hire time for
review and
exploration of Break for new hire to review “MyOnBase” section of Community
“MyOnBase”
section
Reference Links:
http://support.databankimx.com/entries/38266677-Customer-Service-Workshop
Customer Service
Workshop – Part 1
Customer Service
Workshop.pptx

Using Hyland Agenda: Overview and walk through of each

Community – Part
2– “Reviewing 1. Sales Operations::
Team OnBase”  Online Licensing
DataBank Support Onboarding Breakdown 6
Name Details & Agenda

2. Selling OnBase
 Demonstrating OnBase
i. Note that there were will be a separate call on setting up the demo. This is just an
overview to review the high level details
3. Support::
 Enhancement Request
 End User Maintenance
 OnBase Upgrade Code
 Partner Technical Support
 SCR Information
 Technical Support Knowledge Base
4. The floating “HELP” Menu
 https://www.onbase.com/community/help

End of day: Agent Daily PM touch base with leadership team

Q&A/Review Ensure trainee(s) have Community Access, Training, MyCloud and ZenDesk Access

WEEK 1 – DAY 2 (TUESDAY) SESSION DETAILS & AGENDA

Name Details & Agenda

DataBank Support Leadership check in call for the day
(DS) Leadership
Check In Call Ensure trainee(s) have Community Access, Training, MyCloud and ZenDesk Access

Agenda:
1. Help Center / ZenDesk Help Center:
a. What is it?

b. How do I get there?

i. https://databank.zendesk.com/hc/en-us

ZenDesk – Part 1: c. What are the sections?

The Articles i. General
1. ANNOUNCEMENTS
2. ARCHIVED

ii. AnyDoc
1. ANYDOC SOLUTION
2. ANYDOC TECHNICAL BULLETINS

DataBank Support Onboarding Breakdown 7

Name Details & Agenda
iii. Digitech
1. DIGITECH SOLUTIONS

iv. EMC:
1. EMC SOLUTIONS
2. EMC TECHNICAL BULLETINS

v. Kofax
1. KOFAX SOLUTIONS

vi. Northwoods
1. NORTHWOODS SOLUTIONS
2. NORTHWOODS TECHNICAL BULLETINS

vii. OnBase
1. ONBASE SOLUTIONS
2. ONBASE TECHNICAL BULLETINS

viii. Support Employees Only

1. AGENT ONLY SOLUTIONS
2. CONFIGURATION DOCUMENTATION
3. MEETING MINUTES
4. POLICY, PROCEDURE & RESOURCES

d. Who maintains this?

e. What do the customers see?
f. How do I get notified when new articles are created?

i.
g. Searching the Help Center (high-level overview)
h. Transitioning out of Help Center back to agent interface

i.
ZenDesk – Part 1: AGENDA: ACTIVITY 1.2.A: Searching in ZenDesk
Activity 1. Can you find the following answers in the ZenDesk Help Center? What did you search on
and in what section did you
a. Is Windows 10 supported in OnBase and if so what version?
DataBank Support Onboarding Breakdown 8
Name Details & Agenda
b. What’s the latest On-Call Schedule?
c. What’s the difference between Kofax Elite and Professional licenses?
AGENDA: Using Hyland Community – Part 3 – Navigating, Searching, and Subscribing to forums
and upcoming webinars
 Noteworthy HCA: https://databank.zendesk.com/hc/en-us/articles/205226925-OnBase-
Product-Support-Links

1. Reviewing the main logon page for Community.

a. High level review of Products, Solutions, Technical, User Groups
Using Hyland
Community – Part a. There are videos that are available to us as Partners that our end users can’t even
3 – Navigating, see. We should use these to better educate ourselves on the current and
Searching, and upcoming versions. Example:
Subscribing to a. OnBase 16 Release Training for Hyland Employees AND Hyland Partners
forums and
upcoming b. Often times in the product forums there are old recorded webinars that you can
webinars watch and learn more about the module. When it makes sense and is applicable
you can also refer the customers when they’re asking about certain modules.
Example:
a. https://www.onbase.com/community/onbase_product_communities/wor
kflow_product_page/p/downloads
2. Searching:
a. Using the main search
b. Searching for an SCR [Software Change Request] (Enhancement Request)
c. Searching the TSKB (Technical Support Knowledge Base)
Agenda: Customer Service Workshop – Part 2
Customer Service Reference Links:
Workshop – Part 2
Customer Service

 Customer Service Workshop Workshop.pptx

Agenda: Phone System Intro & TeamViewer Licensing

1. Licensing TeamViewer
2. Demonstration and Overview of ControlMaxx:
a. https://maxxpoint.westipc.com/maxxpoint

3. Demonstration and Overview of using the SmoothStone software:

Phone System Intro
a. Smoothstone Online portal: http://phoneportal.smoothstone.com/
& TeamViewer
b. Setting up Phone Control/Call Control Soft Phone
Licensing
c. Login to (using Internet Explorer):
i. http://phonecontrol02.smoothstone.com/webportal/CustomClientServlet?
NAV_FUNCTION=DEFAULT&tzoffset=240
ii. go to Options, Click Profile and in the CA Address 1 box enter 72.1.64.130
d. ICC Online: http://databankimx.smoothstone.com/

ACTIVITY 1.2.B: Reviewing the following Help Center Articles:

ACTIVITY 1.2.B:
1. Phone Smoothstone Online Phone Portal
Reviewing the
2. Phone Queue Call Transfers

DataBank Support Onboarding Breakdown 9

 Name Details & Agenda
Phone Procedure 3. Fielding Calls NOT Handled by Databank Support
articles 4. DataBank Contacts
5. DataBank – Vendor Support Contact Information
Agenda: ZenDesk – Part 2: Reviewing User & Ticket Creation and Ticket Fields

1. Reviewing the “my unsolved tickets” view

2. Creating a new user
a. Review procedure that if org doesn’t exist -> STOP. Take name, email, phone,
company details and description of issue / need and email team leads.
b. See also
i. DataBank - Fielding Calls NOT Handled by DataBank Support
ii. DataBank - Contacts

3. Creating a case and reviewing:

a. All fields
b. The file upload and drag and drop to attach files.
c. See also HCA:
i. ZenDesk Ticket Creation:
ZenDesk – Part 2: 1. https://databank.zendesk.com/hc/en-us/articles/205229465-Zen-
Reviewing User & Ticket-Creation
Ticket Creation and ii. Zen - Support Tag Reference Sheet
Ticket Fields 1. https://databank.zendesk.com/hc/en-us/articles/205226625-Zen-
Support-Tag-Reference-Sheet
See also reference Links:
1. Zendesk Reference Guide for DataBank Support
2. ZenDesk Ticket Creation
Activity 1.2.C: Walk through creating your own test account.
1. Create your own test user account and model it after the existing team test account. We
will use this for future training sessions. Review with your instructor to ensure it is created
properly

End of day: Agent Agenda:

Q&A/Review Daily PM touch base with leadership team
DataBank Support Onboarding Breakdown 10
WEEK 1 – DAY 3 (WEDNESDAY) SESSION DETAILS & AGENDA

Name Details & Agenda

DataBank Support Agenda:
(DS) Leadership
Check In Call Leadership check in call for the day

Agenda: ZenDesk – Part 3: Holy Macros! (Using Macros and Rich Text Editor in Tickets)
1. The Rich Text Editor
 This a way that you can use to easily add formatting, links, and images to plain text
(Bold, Italics, Bulleted lists, Numbered lists, Nested lists, etc.) to your ticket
cases. Bookmark the following link:
i. https://support.zendesk.com/hc/en-us/articles/213519318-Adding-comments-to-
tickets
2. Ticket basics
 Each time you add a public comment, the requester is notified via an email message. If the
requester responds back to the email notification, their response is added as a public
comment to the ticket. All of your communication is captured in the ticket. Public
comments can be read by anyone who has access to the ticket, such as other agents in your
help desk.
 You can also add private comments to tickets. These comments are only visible to other
agents, not to the ticket requester or any other end-users that may have been CC'd on the
ticket.
ZenDesk – Part 3:  You cannot remove a comment from a ticket.
Holy Macros! i. Note: If you need to permanently remove sensitive data from tickets, including
(Using Macros and text in comments or ticket attachments notify a team lead ASAP. We have the
Rich Text Editor in ability to redact this.
Tickets)

3. To add a comment to a ticket

 Select a ticket
 To enter a public comment, click Public reply, or to enter a private comment, click Internal
note.


 Enter your comment.

DataBank Support Onboarding Breakdown 11

Name Details & Agenda


 Click Submit to update the ticket.
 Note: You cannot delete a comment after it is added to the ticket.
4. Adding formatting and inline images to ticket comments
 Formatting options are available at the bottom of the comment field.


5. To add formatting to text
 Click the T in the lower left hand corner of the comment field to expand the toolbar. Use
the buttons to format your text.
 You can also use keyboard shortcuts. Press Ctrl or ⌘ (Mac) with one of the following keys:
i. B: Bold
ii. I: Italicize
iii. Shift + 8: Bulleted list
iv. Shift + 7: Numbered list
v. ]: Increase paragraph indentation
vi. [: Decrease paragraph indentation
vii. Shift + 9: Block quote
viii. Shift + 6: Code block
ix. Shift + 5: Code span
x. K: Hyperlink
xi. M: Image
xii. Shift ++: Increase heading style
xiii. Shift + -: Decrease heading style
 Note that shortcut list can be found in the upper right corner of the page under your profile
picture labeled Keyboard Shortcuts

DataBank Support Onboarding Breakdown 12

Name Details & Agenda

i.
6. To add inline images
 Drag and drop an image from your computer into the comment window.
 You can also paste a copied image into the window by right-clicking and selecting Paste or
by pressing Ctrl or ⌘ + V.
7. Adding attachments to ticket comments
 Comments can also contain file attachments. To attach one or more files to a comment,
click Attach file.


i. The maximum file size is 20 MB per attachment and only 10 attachments per case
update can be posted
 You cannot remove an attachment from a ticket after you have submitted the ticket.
 The files you attach to the comment are added as a link below your signature and not like a
typical email attachment.
 Note that attachments are not indexed by search engines unless the link for the attachment
itself has been published in a Help Center article or something similar.
8. How do I use macros in Zen and what are they?
 A macro consists of one or more actions that modify the values of a ticket's fields. Macros
are applied to tickets manually by agents. For example, you can create macros for support
requests that agents can answer with a single, standard response. For more information,
see using macros to update and add comments to tickets.

 There are two types of macros: personal and shared. We will be reviewing the shared team
macros for this training session.

i. Note: While we get you up to speed on using ZenDesk and through the orientation
process we ask that you not create any personal macros just yet. We want to get
you familiar with our shared macros first to make sure that we’re using the
standard languages we have before creating something new.

DataBank Support Onboarding Breakdown 13

Name Details & Agenda
9. Reviewing each of the shared macros. Will note what they insert into ticket, if they are public
versus private, as well as status updates and subject changes as applicable. Will introduce the use of
the PREVIEW option to show how this will look in an email before you send it.

i. Signature Macro

ii. Team OnBase Info

iii. Agent Macros:

iv.
v. DBOS Macros:

DataBank Support Onboarding Breakdown 14

Name Details & Agenda
vi. Kofax Macros:

vii. OnBase:


viii. Remote Macros


 User Macros:

i.
10. Making it your own.
 Note that for most macro’s the expectation is that you are customizing the language to fit
the need of the case and making it your own to not sound robotic. The goal is to have a
standard method of communicating things in a similar way but not to have the customer
think they are dealing with an automated response.

DataBank Support Onboarding Breakdown 15

Name Details & Agenda
 Use Markdown where possible to draw attention and/or highlight certain points.

Agenda: Activity 1.3.A: ZenDesk Ticket Creating

1. Create a new ticket in ZenDesk.
a. Requestor: use the test account that you created for yourself in an earlier session
b. Assignee: click *take it* to assign to yourself.
c. Subject: Use what you’ve learned to create a short succinct subject using the proper
product abbreviation to begin the subject. Do add (TESTING) at the end in parentheses.
d. Description: Use a few brief sentences to detail the issue.
e. Select the remainder of the case fields as desired for testing

2. After the case has been created, test the various macros to get more comfortable with them. As this
is only sending notifications to your test user and personal email account, it is fine to use any and all
macros.

3. Practice attaching files and using inline images.

Activity 1.3.A:
ZenDesk Ticket
Creating

ZenDesk – Part 4: That Arrow Next to the Subject

What’s all that 1. Create as macro
stuff to the far
right? 2. Merge into another ticket
3. Print Ticket

DataBank Support Onboarding Breakdown 16

Name Details & Agenda

Changing who the requestor is:

Clicking the (change) option on the right enables the requestor to be updated on the left

Top right icons:

1. Search icon (high – level review. Break out session will be later)

2. Filters and quick search

i.
b. Notifications

i.

3. What’s under your picture icon? A walk through of each of the following:
a. Getting to your profile
b. Seeing Keyboard shortcuts
c. Logout
d. Version you are running

DataBank Support Onboarding Breakdown 17

Name Details & Agenda

i.

Just underneath

1.
2.
a. Reviewing Each App Section
1. User Info: Note you can expand to see more details


2. Org Notes

DataBank Support Onboarding Breakdown 18

Name Details & Agenda


3. Agent Quick Links


4. Ratings App:: See also Zen - Customer Rating App Use Guidelines (Zen Customer
Rating App Use Guidelines )


5. Time Tracking:

DataBank Support Onboarding Breakdown 19

Name Details & Agenda

Activity 1.3.B: Watch the following Hyland Premium Class:: Pre-Installation: Welcome to OnBase
The Pre-Installation course will introduce you to the basics of ECM in general and OnBase in particular. It
will demonstrate an essential process in an organization and how that process can be mapped to an
OnBase solution. You'll also learn the fundamental OnBase concepts and how they are used to create a
solution. This course is a prerequisite for our OnBase classroom courses such as Introduction to Installation
Activity 1.3.B: and System Administration.

Hyland Premium
Class:: SECTION 1: Course Instruction

Pre-Installation: Launch Course

Welcome to /resources/training
OnBase 01
articulate

5D351A9D-AB3A-

SECTION 2: Final Assessment (Earn 80% or higher to earn credit)

02 11 Question Assessment

Agenda: Note that this will be reviewed for each meeting type WebEx, GTM, TV
1. Demonstration of scheduling each meeting
2. Demonstration of creating an ad-hoc meeting for each meeting type.
3. Reviewing proper use of macro for each type of session
4. Reviewing calendar invite to customer
Intro to Remote 5. Reviewing logging on Team Calendar for shared WebEx / GTM acts
Tools :: WebEx, 6. Take turns being the presenter as well as attendee, reviewing options and features for each side.
GTM, TV 7. Review file transfer and file box (TV only)
Reference Links:
1. GoToMeeting-Using GoToMeeting
2. WebEx-Using WebEx

AGENDA: Activity 1.3.C: Remote Session Tools

Activity 1.3.C:
Remote Session Work with your onboarding partner or find an available teammate and test sending a meeting
Tools request and/or an ad-hoc remote session. If using GTM / WebEx make sure that the account is
not in use by another team member for a live customer call.
AGENDA
Review and demo of each of the below
Intro to Customer
Data Transfer
1. ZENDESK: ZenDesk allows for up to 20 MB attachment file size. This usually allows us to send most
things back and forth with our customers that don’t have any PHI or similar data that is of concern

DataBank Support Onboarding Breakdown 20

Name Details & Agenda
with the customer to share.

2. CDP: If it is something that is going to Hyland, we use Hyland’s CDP site:

a. Here’s a HCA on the CDP site from Hyland: Sending Customer Files to Hyland Via the Secure
Portal
3. TEAMVIEWER: If it’s not something that is going to Hyland but we need the files to review and they
are larger than the ZenDesk 20 MB limit we can:
a. Here’s a HCA on using the TeamViewer File Transfer Options: TeamViewer Transferring
using File Box vs File Transfer
4. SECURE MAIL: In the event that there is PHI related data it may be necessary to use Secure Mail
a. Here is a HCA on Secure Mail AKA MailSafe: Sending Documents via Secure Mail aka
MailSafe
5. FTP: We do have an IT Tech team that uses ZenDesk as well. If the above fails to meet the need we
can request that an FTP folder be created for the customer and they would assist in creating
this. They would need to know how large of files we anticipate, how long it’s needed for, who from
the customer needs access etc.
a. Here is a HCA on requesting the FTP folder: DataBank SFTP Information

Other Reference Links:

1. Customer Data Transfer Methods
2. OnBase Sending Customer Files to Hyland Via the Secure Portal
3. Sending Documents via Secure Mail aka MailSafe
End of day: Agent
Daily PM touch base with leadership team
Q&A/Review

WEEK 1 – DAY 4 (THURSDAY) SESSION DETAILS & AGENDA

Name Details & Agenda

DataBank Support AGENDA:
(DS) Leadership
Check In Call Leadership check in call for the day
AGENDA: Activity 1.4.A:: Hyland Classes:: Intro to OnBase, Core Services, Web Server

1. Watch the following Hyland Premium Class::

Activity 1.4.A::
Hyland Classes:: 1. Introduction to OnBase (Premium):
Intro to OnBase,  Description: Explore the world of OnBase in this brief, non-technical overview of an OnBase
Core Services, Web solution and the end user experience. Learn the factors that go into designing, using and
Server
deploying an OnBase solution. This course was previously referred to as OnBase 101.
 Duration: 1 hour 30 minutes
2. Core Services (Premium):

DataBank Support Onboarding Breakdown 21

Name Details & Agenda
 Description: At some point, it’s likely that your OnBase solution may outgrow a simple
scanning and storage solution. This course explores how using the OnBase core may open
up new doors for expanding your OnBase solution. A brief history and overview is followed
by practical setup steps and procedures.
 Duration: 45 minutes
3. Quick Look: Web Server
 Description: Quick Look: OnBase Web Server is a fourteen-part web based training series
highlighting some of the key functionality and increased versatility provided through the
OnBase Web Server. The courses in this series are designed to quickly demonstrate how the
OnBase Web Server improves the way organizations do business by providing secure, Web-
based access to enterprise content.
 Duration: 30 minutes

DataBank Support DataBank Support Weekly Team Meeting

Weekly Team 1. Web: https://global.gotomeeting.com/join/257241925
Meeting
2. Use your microphone and speakers (VoIP) - a headset is recommended. Or, call in using your telephone.
 Dial +1 (872) 240-3412
 Access Code: 257-241-925
Agenda:

1. - Home brings you to your dashboard

a. This will display recent updates on your cases
b. A quick link to your open cases and all open cases for the team
c. Your weekly rating feedback and your overall feedback
ZenDesk – Part 5:
To the left to the
left… everything in
the box to the left

d.

2. - This will bring you to all the views or lists that you have access to. Note that views
can either be shared or personal. While you are in training and getting started, please don’t create
any personal views just yet. We want you to focus on the shared views that exist for the team.

DataBank Support Onboarding Breakdown 22

Name Details & Agenda

a.

3. - This is used primarily by the leadership team. You will note that you can
access any new users created in the last 5 days.

a.

4. - Time Zone Reference helps for scheduling meetings with persons in

other time zones.
a.

5. - OCR (Optical Character Recognition). When a customer sends a screenshot of an error,

our procedure is to create a text version of that issue so that it can be found via text search in
ZenDesk. To help with that task, this link will allow you to upload images or provide the URL of
images attached to the ticket to be OCR’ed.

a.

DataBank Support Onboarding Breakdown 23

Name Details & Agenda

b.

c.

d.

e.

DataBank Support Onboarding Breakdown 24

Name Details & Agenda

6. - Quick link to the OnBase - Troubleshooting Checklists KB

7. - Quick Link to Secure Mail

8. - Toggles back to Help Center

9. - This is for ZenDesk reporting. You are free to take a look at the reports but do
not modify / alter / create anything in this section. This is used by the leadership team.

10. - This is for administering the ZenDesk site and various options. This is used by the
leadership to. Do not modify anything in this section without review from the leadership team

Agenda: Activity 1.4.B: ZenDesk 5 - Left Hand Links:

1. In the test case you created previously, save and upload the below error message

Activity 1.4.B::
ZenDesk 5 - Left
Hand Links

2. Save the same to the case as a public comment

3. Use the OCR tool to create text of that error and save as a private comment in the case.
4. Search in ZenDesk to see if you can find a possible fix for this error
a. Bonus Points if you have time to write up a public facing response to instruct the test case
user on possible ways to fix it.
Agenda:
1. Walking you through converting a public note to a private (yours, customers, another databank
employee, etc.)
ZenDesk – Part 6: a. Changing a ZenDesk comment from PUBLIC to PRIVATE
But wait, there’s b. Changing a public comment to private
more! More About i. After you have submitted a ticket, you can change a public comment to private.
Zen / Time to ii. Agents can change only their own comments from public to private. Admins can
Explore Zen / change any public comment to private. You cannot however change the first
Searching in Zen comment in a ticket. This is the ticket description, and it is always public.
c. To make a public comment private
i. Open the ticket that contains the comment you want to change.
ii. Click Show all events in the comments section.

DataBank Support Onboarding Breakdown 25

Name Details & Agenda

iii.
iv. The ticket's events and notifications are displayed.
v. Under the comment you want to change, click Make this comment private.

vi.

2. When a customer replies below the line that reads “Please do not type below this line” – how can
we see their inline replies?

a. Open Applicable ZenDesk ticket.

b. Click on the "Show All events and notifications" link
c. Find correspondence instance in question and click on the "Show Email"
d. Click the HTML tab to see the inline replies
e. Always paste content into ticket so that it is searchable
i. Example case where this occurred:
https://databank.zendesk.com/agent/tickets/39616
Aug 13 02:59 pm
See Below:

3. Changing the requestor on a case:

a.

DataBank Support Onboarding Breakdown 26

Name Details & Agenda

b.
4. Reviewing Org and User notes for details on specific customer needs or restrictions.

5. Reviewing Case History for user and org when taking and working cases.

6. Advanced Searches

End of day: Agent

Daily PM touch base with leadership team
Q&A/Review

WEEK 1 – DAY 5 (FRIDAY) SESSION DETAILS & AGENDA

Name Details & Agenda

DataBank Support
(DS) Leadership Leadership check in call for the day
Check In Call
Agenda:
Walkthrough of the one-time set up (Solution-Support-Reference-Sheet)
1. Installing the HSI Certificate
2. Installing the Citrix Receiver
3. Logging into Citrix site (checking IE settings) https://iad1.access.onbaseonline.com/ in 32 bit
Internet
Review and walkthrough of access to hosted customers:
1. Logging into customer Thick / Config
2. Reviewing Click-Once Deployments and download info to be able to access other modules like
Report Services, Unity, Studio, etc
Supporting our 3. Reviewing Help Center Article documents attached to OBOL - GCS Global Cloud Services Overview
Hosted OBOL Review OnBase Cloud Portal: https://mycloud.onbaseonline.com/
Solutions
*uses separate MyCloud account
1. Service Status: View the status of your OnBase Cloud services from the Solution tab of the My
OnBase Cloud page. The status indicators will show whether the service is started or stopped.

DataBank Support Onboarding Breakdown 27

Name Details & Agenda


2. Restart Services Now, you can perform OnBase service restarts instantaneously from the Cloud
Portal without logging into another tool or contacting your first line of support. Service restarts can
also be scheduled for a future time to avoid disrupting users during business hours.

3. Service Restart Status Page: See the status of your Active, Completed, or Scheduled service restarts
in real time from the Service Restart Status page. You can also use the Service Restart Status page
to cancel scheduled restarts.

4. Change Your Cloud Portal Password: The Cloud Portal now allows you to change your OnBase Cloud
Portal password. Just click on your name at the top-right hand side of the screen to access the
change password screen.

DataBank Support Onboarding Breakdown 28

Name Details & Agenda

5. New Admin Features Post:

https://www.onbase.com/community/usergroup/onbase_online/b/weblog/archive/2015/07/14/on
base-cloud-portal-updates

6. OnBase Cloud User Group:

 https://www.onbase.com/community/usergroup/onbase_online/b
Activity 1.5.A: AGENDA: Activity 1.5.A: Independent exploration of the MyCloud site
Review MyCloud  https://mycloud.onbaseonline.com/
site

Agenda: Reviewing noteworthy troubleshooting tools

High level discussion of each.

Tools:
1. Troubleshooting Tool - Clipboard Viewer (for troubleshooting AE Text-Screens)
2. Troubleshooting Tool - Boot Deleter
3. Troubleshooting Tool - Dependency Walker
4. Troubleshooting Tool - Fiddler
5. Troubleshooting Tool - Online Stop Watch
6. Troubleshooting Tool - Process Monitor
7. Troubleshooting Tool - Process Explorer Tips and Tricks
Reviewing 8. Troubleshooting Tool - SMTP Test Utility/Script
noteworthy 9. Troubleshooting Tool - Windows Problem Step Recorder
troubleshooting 10. Troubleshooting Tool - Windows System File Checker
tools
Other noteworthy troubleshooting articles:
1. OnBase - API-Custom application troubleshooting
2. OnBase - Application Enabler Troubleshooting
3. OnBase-Basic Troubleshooting of the Web and App Server
4. OnBase - Citrix Terminal Server Environments
5. OnBase - ClickOnce Troubleshooting
6. OnBase Distribution Service Troubleshooting
7. OnBase - Enable Verbose Mode on Thick Client
8. OnBase - IDOL Integration Troubleshooting version-12-0-1-
9. OnBase - Network Security Troubleshooting
10. OnBase - RecreateDBUsers Troubleshooting Script RemoveUserSchemas sql
11. OnBase - SAP Integration Information and Troubleshooting Checklists
DataBank Support Onboarding Breakdown 29
Name Details & Agenda
12. OnBase - Troubleshooting 101
13. OnBase - Troubleshooting Disconnected Scanning Scheduled Upload Error
14. OnBase - Troubleshooting OnBase Running as a Windows-Service
15. OnBase-VSTO Add-In Troubleshooting Tips
16. OnBase - Troubleshooting WorkView Designer Exception Error
17. Troubleshooting Installations Run as Administrator or Run as Different User

Agenda: Setting up a Hyland VM

1. Reviewing the Demo Download instructions and preparing for the same. Pre-reqs:
a. Installing the VM Ware software
b. Downloading the demo
Setting up a Hyland c. Requesting Licensing from demo licensing
VM 2. Walk through of presenters Demo and accessing the same
Reference Links and Help Center Articles to be reviewed:
1. Help Center Article: OnBase- DEMO Virtual Machine (VM)
2. Community Article: Steps for Downloading the demo and requesting a license
3. Help Center: Expanding the disk space on a virtual machine
AGENDA: Activity 1.5.B: Getting your VM Set up
Take what you just learned in the last session and get the VM software, ftp client and license request
installed and set as you kick off the download to grab the latest Hyland VM. Note that this will probably
need to run through the night and into the next day or so (depending on yours and Hyland resources).
That’s ok, just let it run so you have it for day 6.
Activity 1.5.B:
If you get everything installed and are just waiting for the downloads to finish here’s what you should work
Getting your VM
on:
Set up
1. Any items that you didn’t get to from earlier sessions
2. Work on itemizing any outstanding questions for the leadership check in
3. If time allows, watch one the below AutoCAD Troubleshooting session in
https://Training.OnBase.Com
a. CAD Services: Overview & Troubleshooting
End of day: Agent
Daily PM touch base with leadership team
Q&A/Review

DataBank Support Onboarding Breakdown 30

WEEK 2 – HIGH LEVEL * C L I C K S E S S I O N N AM E F O R D E T AI L S

Day 6 - Monday Day 7 - Tuesday

ET SESSION NAME INSTRUCTOR ET SESSION NAME INSTRUCTOR
DataBank Support (DS) Leadership AM DataBank Support (DS) Leadership AM
9:oo
Check In Call Leadership Team 9:oo
Check In Call Leadership Team

Procedure Review Workshop 1: All

information should be in the ticket –
9:30 Troubleshooting IDOL Team Member 9:30 Team Member
“If it’s not in ZenDesk, It didn’t
happen!”

Activity: Hyland Premium Class::

11:00 Independent Study
Activity: Working on your OnBase Demo Quick Look: Troubleshooting
11:30 Independent Study
part 2 Procedure Review Workshop 2:
11:30 Team Member
Requesting Hyland Support Assistance

12:30 LUNCH BREAK 12:30 LUNCH BREAK

1:30 An Introduction to Digitech Team Member 1:30 Scanner and Kofax Support Intro Team Member

Activity: Hyland Premium Class::

3:00 Activity: Digitech Review Independent Study 3:00 Independent Study
Quick Look: Scanning Tips & Tricks

3:30 AppXtender: What is Application Extender? Team Member 3:30 Intro to Maintenance and Licensing Team Member

Activity: Hyland Premium Class::

Activity: Review the ZenDesk Help Center
5:00 Independent Study 4:00 Quick Look: Community Questions Independent Study
EMC Section
Answered
5:30 End of day: Agent Q&A/Review Leadership Team 5:30 End of day: Agent Q&A/Review Leadership Team

Day 8 - Wednesday Day 9 - Thursday

SESSION NAME INSTRUCTOR SESSION NAME INSTRUCTOR
DataBank Support (DS) Leadership AM DataBank Support (DS) Leadership AM
9:oo Leadership Team 9:oo Leadership Team
Check In Call Check In Call

DataBank Support: Understanding Our

9:30 Customers – New, “Legacy Databank”, Leadership Team
acquisitions and everything in-between
9:30 DocuSign Training Independent Study
10:30 Activity: Reviewing Policies and Procedures Independent Study

Procedure Review Workshop 3: A day in

11:00 Team Member
the life of DataBank Support

12:30 LUNCH BREAK 12:30 LUNCH BREAK

Procedure Review Workshop 4: Things to

DataBank Support Weekly Team
1:30 ask, how to phrase, and other things to Team Member 1:30 Weekly Team Call
Meeting
look out for when working cases

ZenDesk – Part 7: Tips and Tricks to

2:30 Team Member
Advanced Searching to find the answers
Activity: Hyland Premium Class::
3:00 Troubleshooting Techniques & Utilities & Independent Study
Troubleshooting: Disk Group Copy Migrator Activity: Hyland Premium Class::
4:00 AutoFill Keyword Sets & Keyword Data Independent Study
Sets

5:30 End of day: Agent Q&A/Review Leadership Team 5:30 End of day: Agent Q&A/Review Leadership Team

DataBank Support Onboarding Breakdown 31

 Day 10 - Friday
SESSION NAME INSTRUCTOR
DataBank Support (DS) Leadership AM
9:oo Check In Call Leadership Team

Procedure Workshop 5:: Managing your

9:30 Team Member
various accounts

Procedure Review Workshop 6:

10:30 Leadership Team
Schedule Changes and PTO

Product names that you need to know

11:30 Team Member
besides OnBase

12:30 LUNCH BREAK

Activity: Hyland Premium Class::

1:30 Independent Study
Application WBT Enabler Web Training

OnBase - Application Enabler

4:00 Team Member
Troubleshooting

5:30 End of day: Agent Q&A/Review Leadership Team

DataBank Support Onboarding Breakdown 32

WEEK 2 – DAY 6 (MONDAY) SESSION DETAILS & AGENDA

Name Details & Agenda

DataBank Support AGENDA:
(DS) Leadership
Check In Call Leadership check in call for the day

Agenda:
We have a high volume of customers using IDOL and thus receive a great volume of cases regarding this
module. Adding to the complexity is the fact that this module received a major overhaul over the years
changing not only the This session will walk you through some great troubleshooting tips and tricks for this
module.

 High-level Review: OnBase - IDOL Integration Troubleshooting (12.0 and below)

o https://databank.zendesk.com/hc/en-us/articles/205226805-OnBase-IDOL-Integration-
Troubleshooting-12-0-and-below-

 In-depth Review: OnBase - IDOL Integration Troubleshooting (version 12.0.1 +)

o https://databank.zendesk.com/hc/en-us/articles/205226965-OnBase-IDOL-Integration-
Troubleshooting-version-12-0-1-
o Notes about the attached documents
 Troubleshooting IDOL integration.pdf: Came from TechQuest July 2013 and is
based on the IDOL integration for OnBase version 13.
Inside the document database tables & queries are discussed as well as diagrams
for the different components that make up the integration.
The 3 different diagrams show the paths of Indexing, Retrieval & Viewing and how
the components communicate to make those actions happen.
 Troubleshooting Checklist IDOL post 12SP1.doc: Hyland document found on
Community for general troubleshooting.
Troubleshooting  IDOL Upgrade and Troubleshooting.pptx: DataBank University power point from
IDOL an IDOL Troubleshooting course given by Mark Hamilton on 11/19/2014.

o Relevant OnBase database queries

 All documents being processed by IDOL currently:
Select * from hsi.hspendingitems
 Find how many documents in each status for each catalog:
select hscatalognum, status, COUNT(hscatalognum) as count from
hsi.hspendingitems
group by hscatalognum, status

o Status column
 1 = New (ready to be indexed)
 2 = Currently being Indexed
 4 = Indexed
 500 = Failed

o Flags column
 1 = New (Indicates a newly added items. This can be an entirely new document, a
new revision or a new rendition)
 2 = ReIndex (Indicates an item that's metadata has changed and needs to be
updated)
 4 = Dynamic Content (Indicates a dynamically generated object, at current this
refers to Electronic Form Documents and HTML Documents)
 8 = Delete (Indicates an item that is being deleted or purged)

DataBank Support Onboarding Breakdown 33

Name Details & Agenda
 16 = AddAll (Indicates the entire document needs to be indexed. This means all
renditions (i.e. revision + file type combinations for a document)

o Factors to consider when trying to identify the length of time it will take when indexing
documents through the IDOL integration:
 https://www.onbase.com/community/onbase_product_communities/full-
text_indexing_server_for_autonomy_idol_product_page/b/b3/archive/2013/11/1
1/how-long-will-it-take-to-migrate-existing-onbase-documents-into-idol
o The below is for troubleshooting IDOL installations that have documents going into a
status of 3 or 500
 Things to check on the IDOL server:
 ODBC CONNECTIONS::
o Make sure that there are 64bit ODBC connections and that they
are set up completely. Some ODBC connections are not set with
a default database, and although this may not cause an inherent
problem it is a best practice to choose the corresponding OnBase
database and make it the default
o The 64bit ODBC connections can be found in
C:\Windows\SysWOW64\odbcad32.exe
 PORTS AND FIREWALL RULES
o Set the windows firewall (also ask if they are using other firewall
applications and apply there as well) inbound/outbound rules for
the following ports: 7000,9000,9001,9002,9050
o Open up Control Panel and choose Windows Firewall and then
select Advanced Settings on the left hand side
o Click on Inbound Rules and then select New Rule
o Select Port and then click Next

o Select Specific Local Ports and then enter the port numbers

DataBank Support Onboarding Breakdown 34

Name Details & Agenda

o Make sure Allow the connection is selected and click Next

o Make sure that all 3 profiles are selected (domain, private,
public) and click Next
o Choose a name and then select Finish
o Follow the same procedures for the Outbound Rules
 Note: The default action for the outbound rules is set to
Block the connection. Make sure you select the top
option which is Allow the connection
o SERVICES
 There are 4 services that IDOL uses:
 Autonomy Connector Framework
 Autonomy IDOL Server
 Hyland IDOL Service
 Hyland Data Capture Server

Note: It is important that if you need to restart any of the services that
you Stop them all first and then Start them all in order. See instructions
below.)
 Right click on the service and select Properties to check for the following attributes
and change accordingly
 Set the startup type to Automatic
 Click the Log On tab and make sure that the service is set up with a Domain
Account that has administrative privileges

DataBank Support Onboarding Breakdown 35

Name Details & Agenda

 Stop all services

 Start them in the following order:
 Autonomy Connector Framework
 Autonomy IDOL Server
 Hyland IDOL Service
 Hyland Data Capture Server
o HYLAND IDOL SERVICE CONFIG FILE
 Open Hyland.Applications.IDOL.NTService.exe.config with notepad. This file is
located in c:\Program Files\Hyland\Services\Autonomy IDOL\Service\ (default
location)
 If the OCR engine is installed on the IDOL server make sure that the following line
remains commented: <!-- <RemoteOCREngine remoteServer="localhost"
port="9050" timeOut="10" /> -->
 If the OCR engine is installed on a different server make sure to uncomment out
that section and put in the appropriate values
 If there was a change made restart all IDOL services

o APPSERVER WEB.CONFIG FILE

 Open the web.config for the appserver in notepad. Note
 If the OCR Engine is installed on the IDOL server make sure that the following line
remains commented: <!-- <RemoteOCREngine remoteServer="localhost"
port="9050" timeOut="5" /> -->
 If the OCR Engine is installed on a different server make sure to uncomment out
that section and put in the appropriate values
 If there was a change made perform an IIS Reset

DataBank Support Onboarding Breakdown 36

Name Details & Agenda
o ANTI-VIRUS CONSIDERATIONS
 If the customer is using McAfee Anti-Virus on their servers make sure that
ScriptScan is disabled, at least for the IDOL server
 Exclude the following folders from the Anti-Virus application (note, these are the
default install locations)
 C:\Program Files\Hyland\
 C:\Program Files\Autonomy\
 C:\Program Files (x86)\Hyland\

o DATA CAPTURE CONFIG FILE

 If the customer is receiving errors that the OCR engine is timing out look at the
following
example error: This request operation sent to
net.pipe://localhost/HylandOcrService64/ did not receive a reply within the
configured timeout (00:03:00).
 Open Hyland.DataCapture.Server.exe.config with notepad. This file is
located in C:\Program Files\Hyland\Services\Data Capture\ (default
location)
 Look for the following line: <OcrSettings
MaxOcrPagesBeforeRestart="10000" MaxOcrHoursBeforeRestart="24"
WorkerTimeoutInterval="180" OcrEngineInstallPath="C:\Program
Files\Hyland\OCR\"/>
 Make sure that the OcrEngineInstallPath is correct, and also set the
WorkerTimeoutInterval to 600 (10 minutes)
 Restart all IDOL services

o LOCAL PATH & UNC PATH

 Open IDOL Config (make sure that you right click on the application and choose
Run as Administrator)
 Get the location of the local path and then browse there using Windows Explorer

DataBank Support Onboarding Breakdown 37

Name Details & Agenda
 Right click on the folder and make sure that the security is set to Full Control for
Everyone

 Also make sure that the folder is Shared to Everyone (this is the UNC Path)

o HOW TO REQUEUE STATUS 500 DOCUMENTS IN OnBase 13+

 Open IDOL Config (make sure that you right click on the application and choose
Run as Administrator)
 Click on the Utility tab and look for the Failed Pending Items section. Select Get
Count and then once a number has populated select Requeue
 Note: Prior to OnBase 13, Hyland will need to be engaged to reset the
status from 500 to 1 in the database to requeue the documents for
indexing.

o Data Capture Server Diagnostics Console logging:

 To trace Data Capture service processing:
 Navigate to C:\Program files\Hyland\Services\Data
Capture\Hyland.DataCapture.Server.exe.config
 Locate the loggingServiceType = "DiagnosticsConsole"
 By default the level="Error". Change this to "Verbose"
 Turn on the Trace tab in the Diagnostics Console
 Save the file and restart the Data Capture service
The trace message will indicate each page of a document that is being processed via the
Data Capture Service. This is especially helpful when determining why a document may
have failed because you can identify the last page of a particular document handle that
DataBank Support Onboarding Breakdown 38
Name Details & Agenda
was processed. This also will provide information about how long it took for a page or
document to be processed, which could indicate that the timeout settings may need to
be increased so that larger and more OCR complex documents can complete processing
and no longer fail.

o Setting up the correct CPU affinity (Important, this is what controls the efficiency of the
IDOL system):
 Part A - The data capture service
 Navigate to C:\Program
files\Hyland\Services\Hyland.Applications.IDOL.NTService.exe.config
 Locate <add key="concurrency" value="1"> (value could already be
changed)
 This is specifically concurrency values for the Data Capture server piece of
IDOL. Change the value to 1-2 CPU cores less than what the server
currently has. Examples 4 cores - change to 3. 8 cores change to 6. 16
cores change to 13-14.
 After making this change restart the Hyland IDOL Indexing service and the
Data Capture service
 If items are processing the CPU should max out between 70-90%, which is
ideal from an efficiency standpoint. If above or below this threshold
change the concurrency value. The CPU should never hit 100%
 Part B - the Autonomy services
 Navigate to C:|Program
Files\Autonomy\IDOLServer\IDOL\AutonomyIDOLServer.cfg
 Locate the following line: //Optimum number is: # CPUs + 1. The line
directly underneath 'Threads=' is what you will be changing
 This is specifically for the Autonomy Indexing part of IDOL. Change the
value to 1-2 CPU cores less than what the server currently has. Examples
4 cores - change to 3. 8 cores change to 6. 16 cores change to 13-
14. Then add 1. For an 8 core system it should be Threads=7
 After making this change save the file and restart all Autonomy and
Hyland IDOL services

o How to move the Autonomy IDOL database:

 Stop the following services on the IDOL server
 Autonomy Connector Framework
 Autonomy IDOL Server
o Note: If this service errors out while stopping open up task
manager and make sure that content.exe and
AutonomyIDOLServer.exe are not running. If so, end those
processes
o Hyland Data Capture Server
o Hyland IDOL Service
 Copy the following folders from C:\Program
Files\Autonomy\IDOLServer\IDOL\content into the new location i.e. D:\IDOL
 Dynterm
 Main
 Nodetable
 Status
 Update the following file: C:\Program
Files\Autonomy\IDOLServer\IDOL\AutonomyIDOLServer.cfg
 Open the .cfg file in notepad and scroll down to the Paths section
 Update the following lines (note D:\IDOL used as an example, this can be
any path you want)
DataBank Support Onboarding Breakdown 39
Name Details & Agenda
o DyntermPath=./dynterm --- change to
DyntermPath=D:\IDOL\dynterm
o NodetablePath=./nodetable --- change to
NodetablePath=D:\IDOL\nodetable
o MainPath=./main --- change to MainPath=D:\IDOL\main
o StatusPath=./status --- change to StatusPath=D:\IDOL\status
 Save the file
 Start the 4 services listed above

o Commands that can be executed on the Console tab of Hyland's IDOL Configuration utility:
 http://localhost:9000/action=list&MatchReference=<DocID,Revision,FileTypeNum
>
Search for a Document Handle to see whether it has been indexed (or exists in
IDOL)
 http://localhost:9000/action=getStatus
The 5 components listed initially all need to be started before retrieval of
documents can occur through IDOL.
This would be the equivalent of watching the application.log to see if the services
started correctly.
 http://localhost:9000/action=lndexerGetStatus
This will bring back all the previously indexed documents and some information
surrounding the document.
CAUTION: this action will return all the indexed documents, this may take time and
will stress out the server so if this in production you might want to add some
additional parameters like a date range.
 http://localhost:9000/action=Query&maxresults=5&Text=hyland
This will query the server directly with the term Hyland. This will bypass the Hyland
On Base side of the integration.
 http://localhost:9000/action=Query&databasematch=hsi_XXX&text=YYY
Search for a term within a particular database. Where xxx is the database/catalog
number and yyy is the search term
 http://localhost:9000/action=grl
This will display a list of all previous commands to the IDOL ACI port since the IDOL
service has been restarted/returns all the searches and the time taken to return
the information onto the browser
 http://localhost:9002/action=getconfig
Brings back the server Config file to save you're the trip of retrieving it manually
 Replace "localhost" with the name of your IDOL server
:9000 is the port that you are querying, here are the default ports
 Action Commands = port 9000
 Index Commands= port 9001
 Service Commands= port 9002
o See the following documentation from the KB
 Troubleshooting IDOL integration.pdf (1000 KB)
 Troubleshooting Checklist IDOL post 12SP1.doc (70 KB)
 IDOL Upgrade and Troubleshooting.pptx (1 MB)

 Review the AGENTS ONLY article:

o OnBase - Upgrading IDOL

 Review Customer articles:

o OnBase - Opening Full Text Search Document Displays (404) Not Found Error
o OnBase - Autonomy Connector Framework Service Failure to Start - Error 1067

DataBank Support Onboarding Breakdown 40

Name Details & Agenda
Activity: Working Agenda:
on your OnBase Your download should have completed from Friday. Pick up where you left off on those steps and continue
Demo part 2 to set up your VM.
See also: OnBase- DEMO Virtual Machine (VM)

If you completed this already then work on the following:

1. catch up on the previous courses that you have not completed
2. Explore your OnBase Demo environment
3. Review current open cases in ZenDesk
4. Reach out to a team lead if you are having issues / questions
Agenda:
1. What does DBOS stand for?

2. How else may people reference DBOS?

3. What are other product tags that are used for this vendor?

a. See also Help Center Article: Zen Support Tag Reference Sheet

4. Who is the vendor and how do I contact them?

a. See also Help Center article: DataBank - Vendor Support Contact Information

An Introduction to 5. Entity ID’s are analogous to HSI Numbers – how do they work?
Digitech
6. Walk through / High level overview of DBOS
a. Create User :: Create user tickets, macro to use, and a how to walk through
b. Removing user tickets, macro to use, and a how to walk through
c. Review Permissions
d. Retrieval
e. Accessing the hosted sites

7. Reviewing Other Digitech Macros

8. Quick Troubleshooting tips and tricks – highlight on HCA

9. Reviewing Using New Hire Demo to be used in next activity. Walk through of creating Jane Smith
and Joe Doe
Activity:
1. Create a test ticket for each of the scenarios below using the test account created in week 1 as the
requestor and your real account as the ticket owner. Use the macros as applicable to assist in the
same

2. Use the new Hire Demo DBOS site for all activities
Activity: Digitech
Review a. Scenario 1:
i. Create new account 1 with
1. First name = Your Middle Name;
2. Last Name = Your First Name
3. Give Same Access as Joe Doe

ii. Create a second user account 2 with

DataBank Support Onboarding Breakdown 41
Name Details & Agenda
1. First Name = Your First Pet’s Name;
2. Last Name = Your Middle Name
3. Give Same Access as Jane Smith

b. Scenario 2:
i. Second user account 2 is having issues logging into DBOS. What are some things to
have them check?

c. Scenario 3:
i. First user account 1 is requesting that Second user account 2’s access be removed.
Agenda:
1. What is it?
2. Who is the vendor and how do I contact them?
AppXtender :: a. See also Help Center article: DataBank - Vendor Support Contact Information
What is Application 3. Walk through / High level overview of product
Extender? a. Create User
b. Review Permissions
c. Retrieval
d. Client Access
Activity: Review the ZenDesk Help Center EMC Section
Activity: Review
the ZenDesk Help
Center EMC https://databank.zendesk.com/hc/en-us/categories/200391699-EMC
Section

End of day: Agent

Daily PM touch base with leadership team
Q&A/Review

WEEK 2 – DAY 7 (TUESDAY) SESSION DETAILS & AGENDA

Name Details & Agenda

DataBank Support
(DS) Leadership Leadership check in call for the day
Check In Call
Agenda:

1. At the Beginning:: When creating a ticket from a queue call, remember to:
A. If it’s a new person calling in, make sure you get at the following info:
Procedure Review 1. First and Last Name
Workshop 1: All 2. Phone Number
information should 3. Email Address
be in the ticket – 4. Organization
“If it’s not in  Note: If org doesn’t exist yet don’t create the Zen case. Take the information
ZenDesk, It didn’t down and email the DataBank Support Leads to review.
happen!” B. See also: Zen Ticket Creation , DataBank - Case Entry and Email Entry Responsibilities
C. If it’s existing customer, validate we have their up to date phone and email information
D. Ensure that the Subject has the proper Product Tag to begin description (Example OnBase - ;
Northwoods -; AX - )
1. Found in Help Center Article: Support Tag reference sheet

DataBank Support Onboarding Breakdown 42

Name Details & Agenda
2. High level review of this Help Center
E. The initial description should just be a brief explanation of the issue. No macros or signatures
should be used in this initial creation. Example of ideal initial description:
1. “Customer needs to add another folder layer to their existing setup that matches
existing folder structures and is looking for an easier way to clone the structure with the
changes without having to create each item individually.”

2. In the Middle: During the course of the case we should be seeking to clarify:
A. Who …
1. Is affected?
2. Made any changes?
B. What …
1. Is impacted?
2. Under what conditions?
3. Is the intended design?
4. Is the customer expectations?
C. When …
1. When did this begin occurring?
D. Where …
1. Does this manifest?
E. Why …
1. Is this happening?
F. How …
1. To recreate
2. To Resolve

3. At the End :: Before you close out the case you should ensure
A. Are all the tags on the case correct?
B. Is the total time updated for all DataBank Support persons that participated on the case?
C. Are the fields all correctly updated?
1. Type
2. Case Reason
3. Environment
4. DIY *
5. SI# *
 * only need to fill out if applicable
D. Did you summarize via a public facing update the resolution at the last or near to the last public
update?

1.
E. Did you rate the submitter of the case and did you place a private note explaining the rating
given?
DataBank Support Onboarding Breakdown 43
Name Details & Agenda
1. Zen Customer Rating App Use Guidelines

2.
4. Throughout the duration of the Case :: Things that should be in the ticket
A. Further explanation or details on the original issue, any agent testing as well as sample logs,
etc. that may be used to demonstrate the issue if a possible defect
B. Call and/or remote session with the customer
C. Public facing email after the call/remote session with summary of the information, steps
taken, and next
D. If you engage Hyland, Troubleshoot with a remote session
E. All vendor emails outside of Zen, including but not limited to the email to vendor to open,
the case open and closure emails that Hyland (or any vendor) sends, ALL EMAILS need to be copied
into ZenDesk case as a private comment.
F. After a session/call with Hyland, re-cap the session with screenshots, error messages, etc.
in an email sent to the customer, along with any next steps for them.
G. Confirm case type and problem and update ticket subject if needed.
H. Updated & accurate time entry indicating research, time with customer and any other time
reviewing the issue internally or performing testing
I. Any internal discussions with Act Manager, former /current project team, etc. should be in
Zen as well as private comments.
J. Select the appropriate DIY tracking value if appropriate
K. Summarize the ticket as part of closing it out once the customer has confirmed they are set.
L. If you are referencing a Community or ZenDesk or similar article, don’t just send the link.
ALWAYS include a summary of what the article is referencing as it pertains to the customer
questions and/or issue.

NOTES:

1. Plan your day to update your tickets DAILY so that if a co-worker had to work your ticket, they would not
be re-doing your work because it wasn’t in the ticket.
2. If a customer is being unresponsive it’s expected to have 2 email attempts and a phone call prior to the
macro indicating the ticket will be closed out

Zen is not the place for your opinions or editorializing – JUST THE FACTS!

DataBank Support Onboarding Breakdown 44

Name Details & Agenda
1. All error messages should be in Zen typed out. You can include the screenshot as well as an attachment
2. ALL conversations that take place outside of Zen must be placed into ticket as real time as possible
3. DO NOT Schedule calls back to back so that you can allow for ticket updates. (exception CRITICAL issues)
4. Get in practice of updating the ticket as you are on a call (private note), using OneNote, taking physical
notes with pen and paper (i.e. SOME system that works for you) and when you end the call you can
immediately update with PRIVATE summary and then send a PUBLIC recap before it leaves your mind.
5. You should not be leaving for the day without all of your tickets up to date. Any exceptions to this that
are not communicated to your team lead will be an issue.
6. Meeting details should be copied into all ticket as a PUBLIC as well as an outlook invitation sent. This
way there can be no confusion as to when the meeting is to occur.
7. If it was with Vendor, private note. Do NOT copy and paste PUBLICLY to customer. Always paraphrase
and rephrase to customer in your own words to cater to that customer.
1. Example: “Hyland recommends testing ______. “
8. If you had a call with customer detail that as a private note as completely as possible (avoid
editorializing: customer was difficult/infuriating/etc. – JUST FACTS); Always have a PUBLIC note following
that.
1. Example: “Thank you for your time on the call. To recap what we discussed, you
advised ___________ and it was determined ___________”

See also the below Help Center Articles:

 For examples of tickets with great write ups of what we expect to see, please see this ZenDesk article
starting with item #6:
o DS Weekly Team Meeting 2-27-14
 Review # 5 from the meeting minutes regarding CC’s in ZenDesk:
o DS Weekly Team Meeting 8-06-15

Activity: Hyland
Premium Class::
Agenda: Watch the following Hyland Premium Class: Quick Look: Troubleshooting Technical Issues
Quick Look:
Troubleshooting
Agenda:
1. Who is our Hyland Support Team?
2. How do we contact them?
3. Template for contact, required information, and the exceptions where this isn’t required
4. MyOnBase downloads & Emailing for files not on the commonly available or for previous versions
5. When to contact GCS vs Hyland Support vs Licensing
Procedure Review a. Any DataBank rep listed as a SA can call GCS directly for GCS Admin requests only. This is
Workshop 2: limited to Password resets, command console access, adding someone as a SA, etc. GCS Line: 440-
Requesting Hyland 788-5607
Support Assistance b. Databank should still be contacting Team E directly for any GCS issues that require
troubleshooting, file downloads, and response codes
c. Emailing for license certs; reviewing the various macros for licensing
See Also HCA:
1. DataBank - Support Email Templates
2. DataBank - Vendor Support Contact Information
3. OBOL-GCS Guides

DataBank Support Onboarding Breakdown 45

Name Details & Agenda
Review and walk through of the following:
1. Kofax - Supporting Kofax Team Training Session:
 Kofax- Supporting Kofax Team Training Session
Scanner and Kofax
Support Intro 2. DataBank - Scanner Issues, Service & Sales Procedures
 DataBank-Scanner Issues Service Sales Procedures

3. See also HCA: Supporting Kofax Presentation: Kofax - Supporting Kofax Team Training Session
Quick Look: Scanning Tips and Tricks
Quick Look: Scanning Tips & Tricks is a fourteen-part web-based training series designed to help you
become more efficient with scanning and indexing documents into your OnBase system.

Make sure to watch all 14 items

1. Open scan window on startup

Activity: Hyland 2. Toolbar customization
Premium Class:: 3. Copy Scan queues
4. Scan Queue Filter
Quick Look: 5. Visible Scan Process Queues
Scanning Tips & 6. Batch Locator
Tricks 7. Master Scan Format
8. Double-Click to process
9. Document Type Selection
10. Keep Zoom Region
11. Auto-name batches
12. Required Keywords
13. Document Date Label
14. Threshold Notifications
Agenda:
1. Hyland Support and Expired Maintenance::
a. Hyland Support and EXPIRED Maintenance Guidelines
Intro to 2. License Certificate Process:
Maintenance and a. OnBase - License Certificate Process
Licensing 3. Team OnBase – Checking Maintenance
a. TeamOnBase -EndUserMaintenance
4. Digitech Maintenance:
a. MyDSI
Activity: Quick Look: Community Questions Answered
Community Questions Answered
Make sure to watch EACH episode
Activity: Hyland
Premium Class:: Topics Covered
Episode 1: Client Timeouts
Quick Look:
Community • User Group Timeouts
Questions • How Timeouts Work in the OnBase Client
Answered • How Timeouts Work in the Web Client
• How Timeouts Work in the Unity Client

Episode 2: Doing Math in Workflow

DataBank Support Onboarding Breakdown 46

Name Details & Agenda
• Set Property to Expression Action
• Manipulate Data in Workflow
• Perform Calculations in Workflow
• Workflow Properties and Temporary Values

Episode 3: Getting the Most out of your Auto-Name String

• Help Users Find the Documents They Need Faster Than Ever
• Put Multiple Instances of Keyword Values in Your Auto-Name String
• Accentuate Important Information
• Rename Existing Auto-Name Strings

Episode 4: An Easier Way to Import Documents when Using Workflow

• Save Your Users Clicks
• Actions Make it Easier
• Map Keywords for Easier Indexing
• Map Document Types for Easier Indexing

Episode 5: Copying Multiple Pages between Image Documents

• Copy Pages in the OnBase (Thick) Client
• Copy Pages in the Unity Client
• Correct Errors in Document Separation
• Give your Users the Proper Rights to Copy Pages

Episode 6: 10 Tips and Tricks Every OnBase Admin Should Know

• An Easier Way for Users to Download ActiveX Controls
• Change the Default Context for your Web Client Users
• An Easier Way to Reset Your Application Server Cache
• Change Your Document Date Label for More Accurate Indexing

Episode 7: Workflow Properties Explained

Episode 8: Splitting a Keyword Value

Episode 9: Parsing Filenames into Keyword Values using Workflow

Episode 10: Parsing Filenames into Keyword Values using the Directory Import Processor

Episode 11: Making Notes Mandatory

Episode 12: Data Sets vs. AutoFills

Episode 13: Help with Permission Issues

DataBank Support Onboarding Breakdown 47
Name Details & Agenda

Episode 14: Helping End Users Save Their Searches

Episode 15: Installing DocPop

End of day: Agent

Daily PM touch base with leadership team
Q&A/Review

WEEK 2 – DAY 8 (WEDNESDAY) SESSION DETAILS & AGENDA

Name Details & Agenda

DataBank Support Leadership check in call for the day

(DS) Leadership Ensure trainee(s) have DocuSign Login information and that it is at the ready for Thursday Week 2
Check In Call Day 9
DataBank Support: Agenda:
Understanding Our
Customers – New, 1. Helping Customers Via Acquisitions
“Legacy 1. Legacy DataBank
Databank”, 2. IAS (Information Access Systems)
acquisitions and 3. OSAM (Office Systems And Machines) (SubVar) (Casto, Integra)
everything in- 4. ISI (Imaging Solutions, Inc) (Novitex)
between 5. E-DOC
6. COGNISERV
7. ADS (Advanced Data Systems)
8. Alpha Systems
2. What do we mean by “bureau”?
3. Understanding transitions between teams (formerly known as hand-off)Weekly Reports
4. Middle and End of year maintenance blues

Review the below articles from the Policy Procedure Resources Section of the ZenDesk Help Center

Activity: Reviewing Articles:

Policies and 1. DataBank Support Email Templates
Procedures 2. DataBank-After Hours Support Guidelines
3. OnBase - How to request Keyword Updater from Hyland and the process the request follows
4. OnBase - DS Role in Configuration Migration Module
Agenda: Setting up your day, managing your cases, and knowing when to reach out
1. When you start your day, when you ending a call or a case and you’re thinking ‘what’s next’, and before
you log off for the day, look through all of your cases and check
a. Are there any quick items to get off your plate and switch from open to pending / on
Procedure Review hold? Examples:
Workshop 3: A day i. Setting up a meeting
in the life of ii. Forwarding error details or other info to Hyland
DataBank Support iii. Replying back with a quick status (ex “Thank you I am reviewing the information sent”;
“I have forwarded this information to Hyland”; “You should have just received a
meeting request from me”; etc.)

b. Reviewing SLA (Service Level Agreement) expiration.

DataBank Support Onboarding Breakdown 48

Name Details & Agenda
 What needs to be attended to first? Sort by the Next SLA Breach column.

1.
 Avoid letting anything get into the “Red” as that means we have missed our customer
promised response time. Get with a lead if you are struggling. When you open the case it
will also show you if the ticket is waiting on you for action.

1.
2. Ticket Basics:
 First Reply
1. When a ticket is assigned to you, it is important to publicly reply to the customer
that you have been assigned the ticket. This lets the customer know that a REAL
PERSON has received the request and will be in touch with them in due time.
 Public Reply when closing ticket
1. When closing an issue after working with a customer, we should be sending one
last public reply stating what was done to resolve the issue. It may be easy for us
to see as agents, but when these are only private replies, these updates regarding
what resolved the ticket never go to the customer as a history of what was done.
Not only do they get a closure notice without an update, but this also drives call-
backs when a customer tries to look back at a ticket and cannot find the
information.

3. Priority & Time: We work tickets by priority and order received.

 Acknowledge and Ask: Whether it’s a new case or someone responding to a case update,
you will want to always respond promptly to a ticket to either introduce yourself and ask
preliminary questions OR reply that you’re reviewing the update and ask follow up
questions.
 SLA for first response: *Times are business hours*
1. Urgent: Within 30 minutes
 Urgent Definition: The supported solution is completely unavailable for all
critical business units, or greater than 75 percent of all production users.
DataBank Support Onboarding Breakdown 49
Name Details & Agenda
Only a Production incident can be classified this severely. We strive to
acknowledge receipt of the problem reported immediately. DataBank
Support will assign the appropriate resources within approximately 30
minutes. If Customer agrees, the response time may be later, but in no
event later than twenty-four (24) hours.

 Urgent Example: All users are unable to access the DataBank solution.

2. High: Within 1 hour

 High Definition: The supported solution is intermittently unavailable for
all users, or there is serious performance degradation to the point where
the system is unusable. A critical module is unavailable, or over 50
percent of all end users are experiencing the same symptoms. Single-
user, or single-processing workstation issues can be escalated to this
severity if the issue is preventing a critical business function. Only a
Production incident can be classified this severely. DataBank Support will
assign the appropriate resources within approximately one (1) hour. If
Customer agrees, the response time may be later, but in no event later
than twenty-four (24) hours.

 High Example: Web client users attempt to retrieve documents receive an

error message. Users with access to the Thick Client are still able to access
documents.

3. Normal: Within 4 hours

 Normal Definition: The supported solution is experiencing minor to
moderate issues. Single-user, or single-processing workstation issues can
be escalated to this severity if it is preventing a critical business function
at the client site. An Urgent or High issue could be downgraded to this
severity if a temporary work-around is available. DataBank Support shall
provide four (4) hour response. DataBank will assign the appropriate
resources within twenty-four (24) hours. This severity rating is the highest
severity escalation for Non-Production environment (TEST) issues.

 Normal Example: Customer has a DIP job. The job runs fine when
manually executed but is failing when running via scheduled job.

4. Low: Within 6 hours

 Low Definition: Non-critical issue typically impacting a single user that
does not require immediate attention. DataBank agrees to respond
within one (1) business day.
 Normal Example: File Download Requests
 Research: We would then research and/or try to recreate the issue as applicable.
1. We would want to search in ZenDesk, any Vendor Portal / TKB as available first.
2. We would want to try to recreate the issue to the best of our ability in a test VM
3. Watch training / premium videos and/or read through MRGS
4. Reach out to Team Leads / Team for feedback / help on modules as needed.
5. Reach out to the Vendor
 Write Ups: After each and every call regarding the case there should always be:
1. Public summary: recapping the call and next steps or resolution as applicable.

DataBank Support Onboarding Breakdown 50

Name Details & Agenda
2. Private Summary: Any private notes to self for next steps, screenshots to
reference, emails to Vendor / Internal DataBank Staff / Etc. all need to go into the
ticket ASAP
 Timely Updates to Tickets:
1. If you cannot get all updates in ticket before the end of your shift, send an email to
your Lead and note on the ticket that there are additional updates to be added.
 Other ticket expectations:
1. Need to make sure we’re reserving shared accounts on team calendar AND
updating our personal calendars to reflect when we’re in a meeting.
2. Check ORG Notes for CC Info / Special Requests
3. Time Field Needs to Accurately Reflect Time Spent – ALL Time spent not just via
dial in.
4. Time entry and tickets must be updated DAILY. Any exceptions must be reviewed
with your Team Lead.
5. No blanks in tickets. Case reason should never be black. If you don’t know =
unknown and your Team Lead will reach out to you to help you define it.
6. Tags updated on SOLVED tickets.
7. Don’t forget to RATE your customer!
4. Customer Handling
 Remember: (From the Customer Service Workshops)
1. Be careful to not escalate a customer’s concern level or be reactive to frantic
behavior. Stay confident and remain calm.
 Be careful how you phrase things both on the phone and via email
1. Avoid sounding unsure; stay confident
2. Provide next steps clearly and indicate this will enable continued troubleshooting
3. Avoid making things sound optional or be prepared for the customer to opt NOT
to do them
4. Remind customers who push on testing that this is to ensure a positive resolution
and outcome
5. Keep it simple, concise, and direct
6. Read the email back to yourself – how would it come across to you?
7. Ask for help and feedback on drafted responses from Team Leads
 “How to Say” it discussion.
1. Walking the fine line between empathy with the customer while not encouraging
negative comments about the products.
2. Do make sure they feel heard and listened to. Suggestions like “I hear that you are
frustrated”. etc.
3. Do acknowledge that you heard what they had to say and will take their feedback
and will pass it on.
4. AVOID adding to the negative statements with comments like “Yes I agree” etc.
 When working to transition a ticket to an Acct Manager / Sales / PS, what do we say
about billable charges?
1. Note that we are transitioning / reaching out to the applicable resource to review
with them.
2. If we don’t know if it will be billable, we can’t speak to IF it will be billable.
3. Just because the activity happens outside of our team does NOT mean that it’s
chargeable nor does it mean that it’s not covered under their maintenance. It just
means that it’s not handled by our DataBank Support Team.
4. If we are asked we can certainly say it’s possible that there could be chargeable
activity but advise that determination will be made by the persons outside our
team (Acct Manager / Sales / PS) as applicable
 When on a call and the customer changes scope?
1. Example: “Hey while I have you on the phone, I wanted to ask _____, and what if
__________, and oh yeah __________”
2. DO’s:
DataBank Support Onboarding Breakdown 51
Name Details & Agenda
 Point them to community where applicable to grab an MRG, discuss
theoretical concepts “what if’s”, “how have others done this”, “post
ideas”.
 Point them to the account rep when applicable
 Create new ticket(s) as needed.
1. “I’m not prepared to review this topic. Let’s review the existing
case first and what I can do is create a new case for issue _____
accordingly.
 Do reach out to DataBank Support Leads when you need help or are
unsure “is this support”?
3. DON’TS:
 Go down the “rabbit hole” where a quick 15 min call becomes a 1-2 hour
conversation about theoretical OnBase

 What to do when working with a customer who is attempting to run something that is
not supported?
1. Refer to Third Party Matrix and MRG’s to document what IS supported. This gives
customers an alternative instead of simply advising what they cannot do.
2. A customer may advise: “I was able to get this working on another machine” or “In
{X scenario} this works fine, why can’t I use it for {Y scenario}?”
3. Unsupported doesn't mean it won’t work at all or in some conditions. It just
means it wasn’t tested for that version, or the functionality is limited / deprecated,
therefore we cannot guarantee what will or will not work.
4. It also means we are limited with the help that we can provide.
5. What to do if it is later discovered that something isn't supported? IE you've been
working with the customer on an issue and the documentation isn't clear OR it’s
missed?
 Reach out to a team lead to discuss
 Request Hyland (or appropriate vendor) update their documentation. For
Hyland, this is referred to as a Documentation Change Request (DCR)
5. Reasons to reach out to Team Leads:
 The customer reports they were recently working with a project team and/or someone else
at DataBank
 The case / call hits the 1.5 or 2 hour mark
 The customer is showing signs of frustration
 The vendor is not responding / not being helpful
 The Organization is not in ZenDesk
 When we need to contact Dev Team
 You need help and/or are otherwise not sure what to do on a case
6. What to do if you have nothing to do?
 Training Videos
 Shadowing other Engineers
 Research new Modules
 VM Work

Agenda:
Procedure Review
Customer - Questions to ask
Workshop 4:
Things to ask, how 1. Is this happening in Test or Prod?
to phrase, and 2. Can we recreate this in Test? Never assume that the way you’re attempting to recreate is how they are
other things to doing this – always validate!
look out for when 3. When did this start happening?
working cases 4. How many users and workstations are affected?
5. Is this happening in all clients (Thick, Web, Unity)?
DataBank Support Onboarding Breakdown 52
Name Details & Agenda
6. Were there any recent changes, not just to {Product Name here} but to server / client machines?
7. You mentioned that this started ever since _______ change, were you working with anyone at DataBank
or was this a change you made on your own?
8. Can you send a screenshot of the error?
9. Are there any errors in the (Event Viewer on Server/Client, Diagnostics Logs, Verbose, _______) and if so
can you zip and send those?
The answers to these questions aid in determining the case priority and adjusting the original customer set
priority if needed. They also allow us to better approach the issue and manage our case load and time.

Session Scheduling Steps

1. Determine time and participants with case contacts
2. Create Outlook appointment to appropriate contacts
3. Execute Zen macro for Meeting Scheduled or Session Scheduled and update proper details
4. Send Outlook appointment, then Zen public update and paste outlook appointment into ticket as a
private comment

When using a remote session macro:

 Enter customer’s Time Zone AND your Time Zone!
 Include the day/date if not for the current day
 Also check your timing!
1. Use Savvy Time in ZenDesk ( )
2. Use Savvy Time Chrome Plugin
3. Ex. If EDT is at 10am, MST cannot be NOON!
Tip: In ZenDesk, if you click on the customer’s name, the default is Eastern time zone which may be wrong!
If not sure ask the customer for guidance

Ticket Entry – CC’s in ZenDesk Tickets

1. Check CC’s on tickets often as sometimes the customer will CC account managers or
members of their project team
2. The only individuals that should be CC’d on tickets are members of DataBank Support or
individuals at that particular organization
3. If you see a CC that should not be on the ticket you can click the X next to the name to
remove it
4. The reasoning behind this is that people outside of DS do not know our protocol and have
often communicated needlessly within the ticket or have used the ticket as a vehicle to
contact DS about unrelated issues or customers
5. If there are any questions or concerns please reach out to a Team Lead!

DataBank Support Onboarding Breakdown 53

Name Details & Agenda

Case Do’s and Don’ts

DO:
1. Make contact quickly with customer – include basic questions if possible and request availability for
phone or remote
2. Review customer updates and carefully craft responses and action plan
3. Recap research, internal and external emails outside Zen, time entry and vendor interactions
4. Review tickets daily and follow-up with customers and vendors if needed
5. Include an offer to assist when providing troubleshooting steps customer
6. Attempt to respond to ‘I can meet now’ messages quickly to acknowledge customer even if to
schedule later
7. Own the frustration instead of letting it stress or control you. Example: “I would be frustrated if the
automated processing wasn’t occurring too! Let’s dig in and see how we can get this running properly!”
8. Thoroughly recap the resolution of an issue in a public comment
9. End calls with a personal variation of “Have I answered all your questions?”
10. Respect the customer’s privacy
11. Delete any unneeded customer files once you are finished with them. Note that Team leads have
the ability to redact information in ZenDesk
12. Try not to overshare – give the least amount of information needed to support the customer.
13. When dealing with personal items such as availability and PTO with the customer saying “I’m not
available ______ day but have openings on ______ day” will garner a more positive response than “No I’m on
PTO”
14. Do make sure to respond to customers within 1 business day to acknowledge them. Examples:
1. “Thank you for the information, I am reviewing and will circle back with you.”
2. “I am not available to meet today, what is your availability tomorrow?”

DON'T
1. Handle case entirely via email - Pick up the phone and call the customer especially when clarification is
needed.
2. Deliver a ‘no’ or negatively received message via email – use the phone and recap with public comment
3. Respond in short phrases and be overly familiar – be professional
4. Copy and paste a Hyland response into a public comment to your customer. Always work to craft the
response to the customer and work in their feedback.
DataBank Support Onboarding Breakdown 54
Name Details & Agenda
5. Schedule back to back calls. Allow for gaps in case calls go longer than expected, to write up post the
call, and to help with potential volume spikes and unexpected calls we may need you to jump in on.

Working with Sensitive Data

1. Identify proactively when possibly applicable
2. Address with customer
3. Be prepared to provide guidance
4. Review concerns with Team Lead
5. Monitor ticket for potentially sensitive items
6. Notify Team Lead (can redact data in Zen)
7. Address with Customer
8. Review any agent ticket updates to not include
9. Screen shots, write-ups, etc.

When multiple cases come in from same customer, we will look to align under one agent.
1. Touch all cases but work as able.
2. Work with the team leads to help prioritize
3. We cannot control incoming volume so we cannot accommodate “no more tickets” requests. What
we can do is work with team to help prioritize workload and work to set customer expectations with
you.
4. If the call is scheduled for an hour, and it’s not a system down, when the hour is up STOP the
call. This is especially important when this is test / normal priority / workaround exists.

Thinking about Word Choices

 ESCALATE can carry a negative impression to customers and internal teams and doesn't actually
mean what we are saying. Often times we use this word when referring to:
1. Development and Database Services
2. Pro Services Work
3. Redirecting for Project Related Work
4. Sales
 Think about other work choices that are positive and show transfer of ownership:
1. Engage
2. Reassign
3. Redirect
4. Transition
5. Facilitate
Customer - Closing Out Tickets Due to No Response

 Make sure that we’re doing the following to denote contact attempts:
1. There should always be 3 attempts to contact before closing out a case due to lack of
response.
2. Make sure that before closing out a ticket due to lack of response that out of those 3
contacts there is always at least 1 phone call attempt.
 In the event that you are not able to reach the customer by phone, this should be noted in a public
facing comment using the Agent -> Left Message along with your Signature macros. As with other
macro’s make sure that you’re tweaking the language in this update to denote why you left the
voice-mail.
 When attempting to close due to lack of response leave a public facing comment using the Agent ->
Closing If No Response macro.
1. NOTE: As with other macro’s make sure that you’re tweaking the language in this update to
denote why you left the voicemail.

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When a customer responds and advises they are busy and can’t get back to you for some time
 Advise that you will close out the issue for now but that all they need to do is reference ticket _fill in
blank_ and we will reopen and pick up where we left off
o Great example below:

Activity:
Watch the following classes in the below order:

1. Troubleshooting Techniques & Utilities

Troubleshooting an enterprise-class software application like OnBase is no easy task. To ensure you have all
Activity: Hyland of the necessary tools at your fingertips when you need them, the professionals in Hyland Software’s
Premium Class:: Technical Support group have put together this course on the troubleshooting techniques and tools they
Troubleshooting use to diagnose issues in all areas of the OnBase product suite. 1 hours 41 minutes
Techniques & 2. Troubleshooting: Disk Group Copy Migrator
Utilities &
Platter Management is the administration of the physical data files that contain your data. Platter
Troubleshooting:
management functions are used to maintain redundant copies of data within a Disk Group (the logical
Disk Group Copy groupings of the individual physical files), and manage the migration of that data to long-term storage
Migrator devices.
Join Tech Support’s Adam Shane and Landon Palay in this Tech Support Training presentation that discusses
Disk Group Copy Migration for OnBase 10-14 and Storage Migration for OnBase 15 users. This course
covers things like configuration, basic troubleshooting and SCR information. Take the assessment to get
credit for watching this TEST!

Daily PM touch base with leadership team

End of day: Agent
Q&A/Review Ensure trainee(s) have DocuSign Login information and that it is at the ready for Thursday Week 2
Day 9

DataBank Support Onboarding Breakdown 56

WEEK 2 – DAY 9 (THURSDAY) SESSION DETAILS & AGENDA

Name Details & Agenda

DataBank Support Leadership check in call for the day

(DS) Leadership Ensure trainee(s) have DocuSign Login information and that it is at the ready for Thursday Week 2
Check In Call Day 9
Agenda:
Summary
The OnBase Integration for DocuSign eSignature allows you to electronically obtain signatures from people
outside of your organization by providing complete management of processes that require secure,
electronic signatures in the cloud. The integration manages the signature cycle within OnBase by
automatically packaging documents and relevant signer information, sending this information securely to
DocuSign, and collecting the completed documents. Obtain important signatures faster with the OnBase
Integration for DocuSign eSignature.

Integration for
DocuSign eSignature.pdf

Watch the following quick videos (<10 mins for both)

1. Integration for DocuSign
a. https://www.onbase.com/community/onbase_product_communities/onbase_14/m/media
gallery/15098
2. Integration for DocuSign eSignature
a. https://www.onbase.com/community/onbase_product_communities/onbase15/m/onbase
15_videos/16294

DocuSign Training
DocuSign University Training ::

Make sure that all parts of the below course are all completed.
1. Creating Digital Workflows
2. Advanced Template Functions
3. Account Administration
4. Reporting for Administrators
5. Tier 1 Support Guide: Partners
6. DocuSign for Microsoft
7. iOS Mobile Essentials

Steps to take and enroll in course.

1. Site: http://dsupartners.learnupon.com/dashboard
2. Username: Full_Email_Address.Docusign
a. Example:
i. [email protected]

3. When you first log in you may not be enrolled in all of the classes. Some of the classes the DocuSign
Admin pre-enrolls you into. For any of the aforementioned classes that you do not see in your
Enrolled tab, perform the following steps to enroll.

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4. Please do the following to enroll yourself in the classes required:

a. Click on the store icon

b. Click on ENROLL on all the free classes

c. Click YES on each prompt that reads “Are you sure you want to enroll in this learning
path?”
i. Note that you will be redirected to the home page and 1- more courses will be
added

ii.

iii.
iv. You will also receive one or more emails that advise that you have successfully
been enrolled. Example email below.

1.

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v. After you are redirected back to the Courses page where you should see all of the
applicable courses that you just enrolled for appearing now in your ENROLLED tab.
See example below

d. You will want to go back and do this for each of the 7 classes mentioned above IF you do
not see them in your ENROLLED tab

5. Start watching the training videos by clicking launch by each video. Note that you will need to
confirm course completion after watching the videos

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6. At the end of some of these are quizzes to review what you have learned as well as an opportunity
to rate the class.

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7. Note that you will need to complete ALL courses within the Learning Path to get credit for the entire
class.

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8. Try to complete as many classes as possible before lunch.

9. Note that you will be able to toggle between your active and completed classes, if you want to
review what you have completed
DataBank Support DataBank Support Weekly Team Meeting
Weekly Team 1. Web: https://global.gotomeeting.com/join/257241925
Meeting
2. Use your microphone and speakers (VoIP) - a headset is recommended. Or, call in using your telephone.
 Dial +1 (872) 240-3412
 Access Code: 257-241-925
Agenda:
ZenDesk – Part 7:
Tips and Tricks to
Advanced A discussion and demonstration of the below Topics.
Searching to find
the answers 1. Accessing the search tool

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Accessing the search tool
There are a few ways you can get to the Zendesk search tool.

You can click the Search icon ( ) in the upper-right of the top toolbar, which opens the simple
search box:

You can click the Search icon and hit Enter, or select Advanced search, which opens the advanced
search page:

You can hover your cursor over the add tab in the upper-left of the top toolbar and select Search,
which opens the advanced search page:

Or you can use the keyboard shortcut (control + alt + f), which opens the simple search box.

2. Using a simple text search

USING A SIMPLE TEXT SEARCH

A simple text search gives you an unfiltered list of everything you can access in your Zendesk that
contains your search terms.

To do a simple search

1. Click the Search icon ( ) in the upper-right of the top toolbar.

2. Enter your query in the search box.
3. Press Enter.

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Your search results are displayed in a new tab on the toolbar.

3. Using an advanced search

USING AN ADVANCED SEARCH

In addition to the full text search, you can narrow your search results using search filters. You can
filter for just the type of elements you want to see: tickets, articles, users, or organizations. Each
category offers relevant ways to further refine your results.

To do an advanced search

1. Click the Search icon ( ) in the upper-right of the top toolbar.

2. Hit Enter, or click Advanced search.
3. Enter your search terms in the text bar, then click Filters.
4. Click the Search dropdown to select the type of element you want to include in your search.

5. Fill out the options as needed to refine your search.

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4. Understanding your search results

UNDERSTANDING YOUR SEARCH RESULTS

Your search results are sorted into categories for tickets, users, articles, and organizations. Each
category contains different columns, icons, and other elements, to help you identify, filter, sort, or
otherwise organize your search results.

To select the type of result you want to view

 Click the category at the top of the search results page.

TICKETS
The Tickets category returns a list of support requests that have your search term(s) in their subject
line or comments. This category contains the most options for organizing your results. It has columns
displaying the following information relevant to the ticket:

 ID, the ticket's numeric identifier.

 Subject, the text from the ticket's subject line.
 Requested, the date the ticket was submitted.
 Updated, the last time the ticket was updated.
 Requester, the name of the user who submitted the ticket.
 Group, the group assigned to handle the ticket.

Each result is preceded by an icon indicating that ticket's current status:

To open a ticket from the search results

 Click anywhere on a ticket result's row opens that ticket in a new tab.

To sort your ticket search results

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 Click on the Requested or Updated column in the search results to toggle between displaying
results in ascending or descending order by date.

USERS
The Users category returns a list of accounts who include your search term(s) in their names, or
elsewhere in their profiles. The results for this category contain the following columns:

 Name, the user’s submitted name.

 Email, the user's email address.
 Organization, the company or group they work for.
 Role, the role assigned to that user (agent, admin, end-user, and the like).
 Updated, the last time the user's profile was updated.

To open a user profile from a search result

 Click anywhere on a user's row to open that user's profile in a new tab.

ARTICLES
The Articles category returns a list of knowledge base entries that mention your search term(s). The
results for this category contain the following columns:

 Title, the article's title.

 Updated, the last time the article was updated.
 Created, the date the article was posted to the knowledge base.

To open an article from a search result

 Click anywhere on an article's row to open that article in a new browser window or tab.

ORGANIZATIONS
The Organizations category returns a list of collections of users that include your search term(s) in
their names, or elsewhere in their profiles. The results for this category contain the following
columns:

 Name, the organization's submitted name.

 Notes, any notes added to their profile.
 Created, the date the organization first registered.
 Updated, the last time the organization updated its profile.

To open an organization profile from a search result

 Click anywhere on an organization's row to open that organization's profile in a new tab.

5. Updating tickets in bulk from search results

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 UPDATING TICKETS IN BULK FROM SEARCH
RESULTS
You can make ticket updates to many tickets at the same time. For example, if you want to assign
yourself to a number a tickets, you just select them in the search results and set yourself as the
assignee. You can also delete, merge, or mark as spam the selected tickets.

To update multiple tickets

1. In your search results, select the tickets you want to update. You can pick and choose the tickets
you want to update, or select the entire list by clicking the check box at the top left of the
results list.
2. Click the dropdown arrow on the Edit X ticket(s) button, and select an option. OR
3. Click the Update X ticket(s) button to open the ticket editor.
4. Update the ticket information as needed. See Bulk updating, deleting, and merging tickets for
more information on bulk updating.
5. Click Submit to apply the changes to your selected tickets, or click the menu dropdown on the
Submit button to apply the changes.

6. Previewing ticket details from search results

PREVIEWING TICKET DETAILS FROM SEARCH

RESULTS
Hovering your cursor over the subject of a result displays a preview of that ticket, allowing you to
glean more information about the ticket without having to open it. In the preview window, snippets of
comments or fields containing your search term(s) are displayed, with the search term(s) highlighted,
so you can determine whether the ticket is relevant to your search before opening it.

To preview a ticket from the search results

 Hover your cursor over the subject of a result to display a preview of that ticket.

7. Using search keywords

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USING SEARCH KEYWORDS
You can create more complex search statements using search operators and keywords.

You can restrict your searches to just ticket, user, article, group, and organization data. To do this, you
use the data object properties as keywords in a search. For example, the following search returns all
closed tickets.

Zendesk also supports common search operators that you use when searching the Internet such as:
(equals), > (greater than), < (less than), and "" (phrase search).

8. Search basics in Zendesk

SEARCH BASICS IN ZENDESK

Search terms can include any string, including user, organization, and group names. For example, you
can simply use "vip" to list all users with the vip tag. However, the results could also include other
data in your Zendesk that match the term vip.

Note: It can take a minute or two for Zendesk to index new tickets, users, and other resources. If
they don't appear in your search results, wait a few minutes and try again.
You can filter the results by using keywords and operators. For example, the following type keyword
limits the search for "vip" to users:

type:user vip
Notice that there is no space before or after the ':' character.

The available keywords and operators are explained later in this article.

If submitting multiple terms, search has a default AND behavior rather than an OR behavior. For
example, searching for the following phrase return results only if all of the words are present.
Please upgrade my account

However, when you have multiple occurrences of the same keyword, as in:
type:user type:organization

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that implies an OR search, over those two types in this case.

Other essential facts about search in Zendesk:

 How soon can new data be searched?

When you add new data to your Zendesk, it typically takes about 1 to 2 minutes before its indexed
and can be searched.

 How do titles and tags affect search?

Both the ticket or forum article title and any tags added to either, help to improve search results.
The title is weighted more heavily than tags.

 How does punctuation affect search?

Punctuation characters are generally not included in searches.

 Are there limitations to wildcard searches?

You can only do wildcard searches when combined with property keywords
(subject:photo*).

 Who can search what?

Administrators can search all the data in your Zendesk. Agents can search the ticket, user, and
forums data that they've been granted access to. End-users can do full text searches of the
knowledge base.

9. Search operators

The following search operators can be used to build your search statements.

Table 1. Search operators

Operator Description

: The colon indicates that the given field should

equal the specified value.

status:open

< Less than.

status<closed

> Greater than.

priority>normal

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"" Double quotes. This is referred to as a phrase
search and returns the exact words in the exact
order.
subject:"Please upgrade my account"

- Minus sign. Excludes items containing a word (or

property value) from the search results. For
example, the following statement excludes any
item containing the word 'account' from the search
results:
status:pending upgrade -account

* The wildcard operator is useful when you want to

search various forms of a word. For example,
searching for photo* returns results that would
include photography, photographer, photograph
and any other words that began with 'photo'.
However, because of the performance issues
involved with doing wildcard searches,
unqualified wildcard searches are not currently
supported. In other words, you need to use a
property keyword to make your search specific to
the data you're trying to locate.
subject:photo*

10. Searching for properties that have no data

Properties that contain no data can be searched for using none as the value of a keyword, as in this
example:

assignee:none

This returns all unassigned tickets. You can use the none keyword value with the following
keywords: group, tags, via, organization, and assignee.

11. Searching by date

SEARCHING BY DATE
Date properties (such as created, updated, and solved) can be combined with search operators to
return data from a specific date, before a certain date, and after a certain date.

To search for data before a certain date, use the less than (<) operator:
type:organization created<2011-05-01

To search for data after a certain date, use the greater than (>) operator:
due_date>2010-01-10

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To search for a specific date, use the equals (:) operator:

solved:2010-01-10

You can also use the <= or >= operators which mean less-than-or-equal and greater-than-or-equal
respectively.

The date format that works in any locale is YYYY-MM-DD. You can also use locale-specific
formats such as MM/DD/YYYY in the United States.
SEARCHING WITHIN A DATE RANGE
You can search within a date range, for example August 2, 2014 through August 4, 2014, using the
following search statement:
created>2014-08-01 created<2014-08-05

SEARCHING WITH COMBINED DATES AND TIMES

You can specify a combined date and time using ISO8601 syntax.
created>2015-09-01T12:44:03+08:00
updated<2015-09-01T12:44:03Z

SEARCHING WITH RELATIVE TIMES

You can specify a time relative to the present time.
created>4hours

meaning created in the last 4 hours. Other time units you can use are seconds, minutes, days, weeks,
months and years.

12. Searchable ticket property keywords

SEARCHABLE TICKET PROPERTY KEYWORDS

Here's the list of ticket properties that can be searched. For more information about searching tickets,
see Searching tickets.

Table 2. Searchable ticket properties

Keyword Description

Ticket ID There isn't a property keyword for

the ticket ID. Instead, you simply
search for the ticket by its ID
number in the following format:

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233

created The date the ticket was created.

created:2011-05-01

updated The date of the most recent ticket

update.
updated>2011-05-15

solved The date the ticket was set to

solved.
solved<2011-06-01

due_date The due date of tickets with type set

to Task.
due_date:2011-06-01

assignee The assigned agent.

assignee:"Susan Warren"

submitter The ticket submitter. This may be

different than the requester if the
ticket was submitted by an agent on
behalf of the requester. You can use
the user's name, email address, or
the 'me' keyword. See Searching
ticket user roles.
submitter:me

requester The ticket requester.

requester:[email protected]

subject The text in the ticket's subject.

subject:"upgrade account"

description The text in the ticket's description

and comments.
description:defective

status Possible values: new, open, pending,

hold, solved, closed.
status<closed

ticket_type Possible values: question, incident,

problem, task.
ticket_type:problem

priority Possible values: low, normal, high,

urgent.
priority>low

group The assigned agent's group name.

group:"Level 2"

organization The name or ID of the ticket

requester's organization.
organization:customers

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tags Tags that have been added to the
ticket.
status:pending tags:premium

via The ticket's source, which can be

any of the following:

 mail (from an email message)

 get_satisfaction, get_sat, "get
satisfaction" (from Get Satisfaction)
 dropbox (from the Zendesk Feedback
Tab)
 chat (from Chat)
 twitter_dm, "twitter dm", "twitter direct"
(from a Twitter direct message)
 twitter_fav, twitter_favorite, "twitter
favorite" (from a Twitter favorite)
 twitter (from any Twitter method
including direct message and favorite)
 voicemail (from a voicemail message)
 phone_call_inbound (from an inbound
phone call)
 phone_call_outbound (from an
outbound phone call)
 phone (from voicemail or an inbound
call)
 sms, text, "text message" (from a text
message)
 api (from API call or integrated web
service)
 logmein, logmein_rescue, "logmein
rescue" (from LogMeIn)
 facebook\_post, "facebook post" (from a
Facebook wall post to a page)
 facebook\_message, "Facebook
message" (from a Facebook private
message)
 facebook (from any Facebook method
including message and wall post)

via:phone

commenter People who have added comments

to tickets.
commenter:"Mike"

You can search by a user's ID, a

partial name, full name, and using
an email address.
cc People who have been CC'd on
tickets.
cc:[email protected]

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You can search by a user's ID, a
partial name, full name, and using
an email address.
Search for a specific value in custom ticket
fieldvalue fields by using the fieldvaluekeyword.
For example:

fieldvalue:12345
This returns all the tickets that have a
custom field with the value "12345."

Search for a specific Brand on a ticket. A

brand Brand with two or more words requires
quotation marks, while a one word brand
can be searched as is. For example:

brand:Nordstrom
Or

brand:"Banana Republic"
You can also search custom fields. See Searching custom ticket fields.

SEARCHING FOR TICKETS WITH A USER'S TELEPHONE NUMBER

To locate a user's tickets based on their phone number, you can use a search statement like this:

requester:+14154187506 status:new
This works with all of the ticket user roles: submitter, requester, and assignee.

13. Searchable user property keywords

SEARCHABLE USER PROPERTY KEYWORDS

Here's the list of user properties that can be searched. For more information about searching users,
see Searching users, groups, and organizations.

Table 3. User property keywords

KEYWORD DESCRIPTION

NAME The user's partial or full name.

type:user name:"alex anderson"

EMAIL The user's email address.
type:user email:[email protected]
You can search for all users in an email domain.
See Searching for users by email domain.

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GROUP The user's group name. This only applies to
admin and agent users.
type:user group:"Level 2"
ORGANIZATION The user's organization name.
type:user organization:mondocam
CREATED The date the user was added to your
Zendesk.
type:user created<2011-05-01
NOTES All text in the notes field in the user's
profile.
type:user notes:"manager"
DETAILS All text in the details field in the user's
profile.
type:user details:"madison, wi"
EXTERNAL_ID The user's external ID, if used.
type:user external_id:0098884412
PHONE The user's phone number. You must search
for the number exactly as it was originally
entered into the user's account.
type:user phone:555-111-2222
TAGS Tags that have been added to the user's
profile.
type:user tags:premium tags:wholesale

For more information about tagging users

and organizations, see Adding tags to users
and organizations.

14. Searchable organization property keywords

SEARCHABLE ORGANIZATION PROPERTY

KEYWORDS
Here's the list of organization properties that can be searched. For more information, see Searching
users, groups, and organizations.

Table 4. Organization property keywords

Keyword Description

name The organization's partial or full

name.

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type:organization
name:mondocam

created The date the organization was

added.
type:organization
created<2011-05-01

notes All text in the notes field in the

user's profile.
type:organization notes:EMEA

details All text in the details field in the

organization's profile.
type:organization
details:information
type:organization
details:london

15. Searchable group property keywords

SEARCHABLE GROUP PROPERTY KEYWORDS

Here's the list of group properties that can be searched. For more information, see Searching users,
groups, and organizations.

Table 5. Group property keywords

Keyword Description

name The group's name.

type:group name:"level
2"

created The date the group was

added.
type:group created<2011-
05-01

16. Searching custom user and organization fields

SEARCHING CUSTOM USER AND

ORGANIZATION FIELDS
You can search for data in custom user fields and custom organization fields by using the key that
identifies the custom field.

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To locate the key for a custom field, click the Admin icon ( ) and select User
Fields or Organization Fields, then click the name of a custom field. The field key appears in the
properties panel on the right.

Note: You cannot search for data in custom ticket fields the same way that you can for custom user
and custom org fields. For custom ticket fields you can search for data in drop-down and checkbox
fields based on their tags. For more information, see Searching custom ticket fields.

Field type Operator Examples

s

Drop-down list : Find users or organizations

where plan_type is platinum:

plan_type:platinum
Find users or organizations
where plan_type is platinum or gold:

plan_type:platinum
plan_type:gold

Text : Find users or organizations

Multi-line text where product_name contains
widget:
product_name:widget

Regular expression Find users or organizations

: where product_name contains the multi-
word phrase "red widget:"

product_name:"red widget"
>, <, >=,
Numeric <=, : Find users or organizations
where num_agents is exactly 5:
num_agents:5
Find users or organizations
where num_agents is between 4 and 10,
inclusive:

num_agents>4 num_agents<10

Decimal >, <, >=, Find users or organizations

<=, : where avg_score is greater than 14.5:
avg_score>14.5
Find users or organizations where avg_score
is between 10.1 and 15.3, exclusive:

avg_score>10.1 avg_score<15.3

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Check box : Find users or organizations

where is_active is true:
is_active:true

Date >, <, >=, Find users or organizations

<=, : where subscription_date is before
2013-06-23:
subscription_date<2013-06-23
Find users or organizations
where subscription_date is between 2012-
05-23 and 2013-06-23, exclusive

subscription_date>2012-05-23
subscription_date<'2013-06-23'

17. Searchable satisfaction rating keywords

SEARCHABLE SATISFACTION RATING

KEYWORDS
For more information on customer satisfaction, see Using customer satisfaction rating.

Table 6. Satisfaction rating keywords

Keyword Description

bad Tickets that have been rated

'bad'.

type:ticket satisfaction:bad

badwithcomment Tickets that have been rated

'bad' that also include a
comment from the ticket
requester.
type:ticket
satisfaction:badwithcomment

good Tickets that have been rated

'good'.
type:ticket
satisfaction:good

goodwithcomment Tickets that have been rated

'good' that also include a
comment from the ticket
requester.
type:ticket
satisfaction:goodwithcomment

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offered When you request a customer
satisfaction rating, the ticket
satisfaction rating status is set to
'offered'. The following
notification is added to the
ticket: Customer satisfaction
feedback was offered. This
means that you've asked for but
not yet received a response to
the rating request.
type:ticket
satisfaction:offered

18. Searching for ticket attachments (files and screencasts)

SEARCHING FOR TICKET ATTACHMENTS

(FILES AND SCREENCASTS)
You have the following options for searching for ticket attachments. These include files as well as
screencasts (see Adding a screencast to a ticket or a Web portal article in the Zendesk Agent Guide).

Table 7. Ticket attachment keywords

Keyword Description

has_attachment You use this keyword to search

for tickets that either do or not
contain file attachments. There
are two valid values for this
keyword: true and false.

has_attachment:true
has_attachment:false

attachment_name You can also search for a file

attachment by name.
attachment_name:image001.jpg

has_screencast Like
the has_attachment keywor
d,
the has_screencast keywor
d can either be true or false.
Screencasts is an optional
feature in Zendesk that you must
enable to use (see Enabling
screencasting in your Zendesk.
DataBank Support Onboarding Breakdown 79
Name Details & Agenda
has_screencast:true
has_screencast:false

Quick Tip:
 Searching by HSI # :: hsi_:XXX
 See below

Noteworthy Links:
 Searching the data in your Zendesk
 Advanced Zendesk search reference
Agenda:
1. Keywords: Data Sets
a. Keyword Data Sets are an effective way for OnBase System Administrators to limit text
entry of keywords on both indexing and retrieval tasks. Limiting manual text entry helps to
reduce indexing errors, and to limit the use of wildcards during retrieval – which ultimately
impacts system performance. This course provides guidance around purpose,
configuration, and execution of three types of Data Sets: Internal, External, and Cascading
Data Sets.
Activity: Hyland 2. AutoFill Keyword Sets
Premium Class:: a. This course provides an overview of the importance of accurate Keyword data and
demonstrates how AutoFill Keyword Sets enhance accuracy and efficiency in the indexing
AutoFill Keyword process.
Sets & Keyword 3. External AutoFill Keyword Sets & External Data Sets
Data Sets
a. This course covers the various methods available to connect AutoFill Keyword and Data
Sets to a 3rd party system for real-time updates.

b. The class focuses on the decision process for determining the correct AutoFill Keyword Set
options, including Reverse Lookup, as well as the underlying mechanics of connecting to
another data source. Users will also gain valuable information about how the Reverse
Lookup function for AutoFill Keyword Sets can make the indexing process easier.

End of day: Agent

Daily PM touch base with leadership team
Q&A/Review

DataBank Support Onboarding Breakdown 80

WEEK 2 – DAY 10 (FRIDAY) SESSION DETAILS & AGENDA

Name Details & Agenda

DataBank Support
(DS) Leadership Leadership check in call for the day
Check In Call
Agenda:
Procedure See excel attachment entitled “DataBank Support - Managing your various user accounts.xlsx” in the HCA
Workshop 5:: Support Agent Onboarding
Managing your 1. Reviewing shared user accounts and personal accounts
various accounts 2. Understanding synched accounts (ie what it means when we change the CTX1 password)
Reviewing Tips and Tricks to manage this
Procedure Review Agenda:
Workshop 6: 1. PTO submissions
Schedule Changes a. General:
and PTO i. Requests should be submitted 1 month in advance for PTO of 4 or more days
ii. Requests should be submitted 2 weeks in advance for PTO of 3 or less days
iii. Requests submitted with 1 week or less notice requests should not exceed 2 days
b. Winter Holiday Requests:
i. To ensure appropriate coverage over the winter holiday season, the DATABANK
SUPPORT leads will request advanced submission of requests the week of
Thanksgiving, Christmas, and New Year’s Eve. These deadline dates will be
communicated by 10/1 of each year.
ii. See attached for 2015 Holiday Season

ACTION REQUIRED PTO Request RemindersDeadlines.msg

1.
c. Things to Consider:
i. PTO will be approved in the order requests are received
ii. Cannot have all key resources will be OOO at the same time unless emergency
iii. Queue coverage will be a factor in review and approval
iv. 1 week or less notice requests are an exception and should not exceed 2 days
v. All personal scheduling of requested PTO should happen after approval from
leadership team.
2. Requesting PTO:
a. See also attachments

Submitting a Time off

Introducing .msg Request.docx
i.

b. All time off requests AND sick time should go through the PTO System which can be accessed
via Employee Portal:
i. https://workforcenow.adp.com

DataBank Support Onboarding Breakdown 81

Name Details & Agenda

c. Click on the Scheduler -> Requests to initiate a new requests. Click Refresh to Add hours to
table, edit hours if needed for ½ day, and Save & Submit when ready. Note that time off can
only be in ½ (4 hours) or whole day (8 hours)

d. In that same tab you will see all approved and pending requests

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Name Details & Agenda
e. The leads will be notified of your request submissions via email and will review accordingly. You
will receive and email with approval details (please let DataBank Support Team Leads know if
you do not)

f. You will NOT need to enter companywide holidays. Holidays include New Year’s Day, Memorial
Day, Independence Day (business day prior if on weekend), Labor Day, Thanksgiving Day and
following day, and Christmas Day.
g. The team calendar will be maintained so that you can see who already has off. Check this
before submitting requests.

3. Other Time Related Requests:

a. Send an email DataBank Support Team Leads for schedule variances where PTO is not used.
These types of requests will NOT go through the PTO system. Some examples include:
i. Shift changes / shift switching
ii. Comp Time
b. Ensure that your email includes:
i. Date(s) that are affected.
ii. Temporary shift desired along with any applicable breaks.
iii. Example Email:
1. Subject: Jane Smith Shift Switch Request on 12/2 with Dan Jones
2. Body:
DataBank Support Team Leads,
Dan and I would like to switch shifts on Wednesday
12/2. We would work the following shifts:
1. Dan: 8- 5 Eastern (break 1 pm – 2pm)
2. Jane: 12- 8 Eastern (no break)

4. Ticket Handling: Before going on PTO make sure to do the following:

a. Ensure that all tickets are updated
b. If you are waiting for a response from a customer send a public update to them that you will be
unavailable until ______ date and will work with them upon your return. Also let them know
the support email, portal and phone number in the event they need someone urgently while
you are gone.
c. In the event that there is a ticket where the customer needs to work with someone in your
absence, it is your responsibility to work with your team lead to get it reassigned.
d. Put your Out Of Office on and make sure to not only include your return to work date but also
how to contact support via email, phone or web portal
i. See attached procedures

DataBank Support
OOO_01182016.docx
ii.
e. Meet with your team lead to make sure all your current open tickets and related outstanding
issues are addressed.
f. To avoid customer frustration remember to keep things simple when communicating with
customers.
i. For example: When out of the office do not advise:
DataBank Support Onboarding Breakdown 83
Name Details & Agenda
1. I am in training
2. I am going to lunch
3. I am in Tahiti
ii. Simply state “I am unavailable” – Prevent Irate, Don’t Overstate

NOTE: Do check out the Team scheduling calendar and make note of the Weekly PTO announcements.
Product names that you need to know besides OnBase:

Agenda:
 See also Help Center Article - Zen - Support Tag Reference Sheet

PRODUCT BASED
AX
COMPASS
DATACAP
DBOS
KOFAX
FORMATTA
IPM
MUWAVE
NORTHWOODS
ONBASE
Product names ORACLE
that you need to
PAPERVISION
know besides
OnBase PARASCRIPT
PSIGEN
QUILLIX
READSOFT
SERVICE
SFTP

CLASSIFICATION

TRACKING

*Using Product Tags as Zen Subject Prefix

Product Tags are associated with each organization. Additionally, every Zen ticket created must
have the Product Tag also as the prefix of the Subject line and then <space>-<space>.

When creating a new ticket, after you select the Requestor, the Organization details should update.
Check the Organization details to help you know which product or system that the issue is

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Name Details & Agenda
regarding. For instances where there are customers that have multiple systems or integrations, ask
which system the issue is regarding.

Below is a breakdown of the products we support, along with some key phrases the customer may
say when calling in. This will help determine the product along with the customer tags:

AX TAG:
Metasource product line ApplicationXtender aka AppXtender aka AX. (Legacy ISI)

 These customers have an AX tag

 The customer will likely state that they need help with Application Extender.
 Tickets should all begin with “AX – “.

COMPASS VS NORTHWOODS TAGS:

There is a Legacy DataBank CRM called “Compass” as well as a product that is legacy EDoc
called “Northwoods Compass”.

Info on Internal Compass system:

 Legacy Databank does assist with user creations for the CRM Compass.
 Mark Hamilton from the IT Tech team maintains the system.
 You can typically tell if it’s the internal “Compass” system if it’s a DataBank employee contacting us.
 Tickets should all begin with “COMPASS – “.

The Northwoods Compass system (Legacy EDOC).

 “NORTHWOODS” tag on the organization.

 Tickets should all begin with “NORTHWOODS – “.

DATACAP VS PARASCRIPT VS READSOFT TAGS:

Datacap, ReadSoft, and Parascript are products supported by the Advanced Capture team

 “Datacap” tag can appear on the Organization but may not see ReadSoft or Parascript on the
Customer Record.
The customer will typically denote this when calling in.
 Tickets should all begin with either “DATACAP – “,“READSOFT – “,“PARASCRIPT – “ as
applicable.
 As these are worked outside of DataBank Support please leave the ticket unassigned so the leads
can review and route to Advanced Capture team appropriately.

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DBOS VS PAPERVISION TAGS:

Digitech Products: Papervision and DBOS. (Legacy DataBank)

 Papervision is locally installed at the customer site. DBOS is hosted online for the customer.
 They have additional modules / products that they may refer to (Paperflow is one example)
 DBOS customers may refer to the website as simply “Databank”. Example “We cannot access
Databank” or “I need my password reset for Databank”.
 Tickets should all begin with either “DBOS – “ or “PAPERVISION – “

KOFAX TAG:
(Legacy ISI)

 Customers may reference Kofax Capture, Kofax release script, or Kofax batch scanning, etc...
 Tickets should all begin with either “Kofax – “

PREFIXES USED FOR OTHER INTERNAL TEAMS:

There are other teams that use ZenDesk. At times we will create tickets on their behalf for the
company. When we do this below are the standardized set of prefixes that should be applied when
creating tickets for said teams.

 SERVICE -
 Used for the Scanning Service Contracts. Assign to the group Scanner Service (Scanner Service
\ Scanner Service (CS) = Cogniserv)
 SFTP -
 These are used for SFTP requests
 See also HCA: DataBank-SFTP-Information
 ADS Tags(Zen cases: Assign to ADS Support\Patricia Smith) -
 FileBound
 Formatta
 IPM
 MuWave
 Quillix
 Oracle
 PSI:Capture (PSIgen)
 Service*
 *Note that these will only be for Scanner Hardware issues for Orgs with the ADS tag

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Name Details & Agenda
PREFIXES USED FOR TAMMIE'S TICKETS:
Tammie performs some special functions for the company and uses a standardized set of prefixes
that should be applied when creating tickets for her and/or IS/IT.

 Email –
 Phone –
 Software Activation –
 Global Crossing –
 New User Setup:
 Cisco Phone – Repurpose -

Activity: Hyland
Premium Class::
Application WBT
Enabler Web
Training
Agenda:

MRG's:
 When troubleshooting, many AE Client Settings are found in the obunity.exe.config file. Because of this it
is helpful to have both the Unity Client MRG & Application Enabler MRG on hand when troubleshooting.

How is Application Enabler Client & Configuration installed?

1. AE Config has its own stand-alone installer
2. AE Client is installed via the Unity Client installer

Unity Client Service Mode

OnBase -
Application 1. Unity Client Service Mode was implemented in OnBase version 12. This is when the Application Enabler
Enabler Client began using the Unity framework for processing keyboard and mouse events. The Unity Client in
Troubleshooting Service Mode basically means that the Unity Client will always be active in the background as a listener.
Application Enabler requires Service Mode to be enabled.

2. The Service Mode element in the obunity.exe.config file:

a. <ServiceMode allowExit="true" enabled="true" autoLaunch="false">

3. allowExit=" "
a. When set to true: the Exit OnBase option is available from the system tray icon.
b. When set to false: the Exit OnBase option is not available from the system tray icon.

4. enabled=" "
a. When set to true: Unity Client will run in Service Mode.
b. When set to false: Unity Client will run in Interactive Mode.

5. autoLaunch=" "

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Name Details & Agenda
a. When set to true: Unity Client will launch in Service Mode when Windows starts.
b. When set to false: Unity Client must be manually launched by the user. Once launched, Unity
Client will be running in Service Mode.

6. The Application Enabler element in the obunity.exe.config file:

a. <Feature name="Application Enabler" enabled="true"/>
b. enabled=" "
i. When set to true: the Application Enabler module can be used.
ii. When set to false: the Application Enabler module cannot be used.

To Disable Unity Client from Listening for AE Events:

 If there are multiple Unity Client instances installed, this option may need to be used. Customers may
want Service Mode enabled for one Unity Client instance and not another. See this OnBase Community
article for more info.
o https://www.onbase.com/community/onbase_product_communities/unity_client_product_pa
ge/f/10743/t/17427
o
 In order to disable the Unity Client from listening for AE Events, manually add the
EnableHandlingUnityClientEvents attribute to the obunity.exe.config file.

How to populate data from the Line of Business application into a Unity Form field, (Workview object*,
Government module*, Healthcare module* or Document Composition template*):
1. When configuring Keywords in AE Config, make sure to select "Unity Form Templates" from the Filter By
Group drop-down. Then select the specific Unity Form Template from the Filter By Type drop-down.
Once selected, all keyword and non-keyword Unity Form fields will be displayed in the Available section
to be configured for mapping.

*Note: In order to configure for a Workview object, Government module, Healthcare module or Document
Composition template, select the Filter By Group & Filter By Type drop-downs to configure for those fields.

To Configure an .xml Configuration File to Open by Default:

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Name Details & Agenda
2. You can set a default configuration file to be opened when Application Enabler is launched in one of the
following ways:
 Using the Unity Client Configuration File
 To automatically load a saved configuration when Application Enabler is opened,
specify the DefaultConfigFile attribute in the obunity.exe.config file. The path to the
configuration file can be a local path, UNC path, URL (HTTP or HTTPS), or a URN.
 Note: When a URL is specified for a file, the file is downloaded to the temporary
directory from its specified location and the temporary file is opened. Any time the
config file on the server is modified, you must restart IIS for the changes to take effect.

 Using a Command Line Switch

 To automatically load a saved configuration when Application Enabler is opened, add
the -AE:"[full file path]" switch to the Unity Client shortcut Target command line. The
path to the configuration file can be a local path, UNC path, or URL. When a default
configuration is specified, the configured screen is enabled on startup.
 Note: If both of the above are configured, the shortcut icon command is used.
Are There Any Options When Using Citrix?
Yes. Review the settings in AE Config | Edit | Options | Advanced tab | Client Mode

Java-Based Applications:
1. Java-based applications can be troublesome. This is because Application Enabler relies on the Java
Access Bridge (JAB). The JAB is what exposes the Java to screen readers and accessibility software like
Application Enabler.
a. Note: Java Screens do not like double left clicks. They see them as 2 individual left clicks.
(Sometimes this is true for certain Smart Screens as well.)

2. Oracle's JAB Compatibility Chart:

a. http://www.oracle.com/technetwork/java/javase/documentation/compatibility-
137109.html

3. To verify the Java is being exposed, use the Java Ferret utility. This is an interface that displays the Java
that is exposed via the JAB from the application.

Text-Based Applications:
1. See the following article for a tool that can be used to troubleshoot when scraped values from the 3rd
party application are sent to the Clipboard to be processed by Application Enabler.
 HCA: https://databank.zendesk.com/hc/en-us/articles/205227005-Troubleshooting-Tool-
Clipboard-Viewer-for-troubleshooting-AE-Text-Screens-

Using OCR to Screen Scrape

1. As a general rule one should first attempt to enable the 3rd party application with the Smart-Screen
option. If that doesn't work, then one should narrow down to which type of application it is Windows
Screen, Java Screen, Text Screen, etc... If that doesn't work, the last option that can be used is to
configure the screen as a Text Screen using OCR (instead of the Windows clipboard) to read the scraped
values on the screen.

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Name Details & Agenda


2. There are 2 OCR methods that can be used. The local OCR Engine or the Data Capture Server OCR
Engine.
3. The local OCR Engine is natively part of Application Enabler.

4. As of OnBase 15, the Data Capture Server OCR Engine was added as an option. This option is an extra
installed service that requires a separate license. If the customer is not licensed already for the Data
Capture Server through another module, it is free for them to obtain if they require it for Application
Enabler.

(Note: as of 2015 there are a few customers who run SunGard Naviline that require the Data Capture Server
in order to get the application enabled.)

Troubleshooting Tips:
1. The first two utilities that should be used when troubleshooting Application Enabler are "Demo Mode"
and "Discovery Mode". These utilities are found on the Application Enabler Toolbar or from the right-
click menu of the System Tray icon.
a. Discovery Mode – Shows the configuration details for the application screen under the mouse
cursor.

b. Demo Mode – Displays a summary of the scraped information when an event is triggered.
Demo Mode allows for troubleshooting and testing Application Enabler without the need to
connect to a data source. When enabled, scrape events will not be executed.

2. If neither of the above 2 return any results, its likely Application Enabler is not able to see the
Application. (ie: This could mean that maybe the application was originally configured as a 32bit
application, but the 64bit version of the application was installed on the particular workstation.)

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Name Details & Agenda

Some information was taken from the Application Enabler Class led by Hyland and attended by David
Whelan in May 2015.
Attached below are the 2 Workbook documents from Days 1 & 2 of the class.

AE Day 1 AE Day 2
Workbook.pdf Workbook.pdf

*Noteworthy HCA:

1. OnBase - Application Enabler Troubleshooting

Troubleshooting Tool - Clipboard Viewer (for troubleshooting AE Text-Screens)
End of day: Agent
Daily PM touch base with leadership team
Q&A/Review

WEEK 3 – HIGH LEVEL * C L I C K S E S S I O N N AM E F O R D E T AI L S

Day 11 - Monday Day 12 - Tuesday

ET SESSION NAME INSTRUCTOR ET SESSION NAME INSTRUCTOR
DataBank Support (DS) Leadership AM DataBank Support (DS) Leadership AM
9:oo Leadership Team 9:oo Leadership Team
Check In Call Check In Call
Activity: Hyland Premium Class:: Activity: Hyland Premium Class::
9:15 Independent Study 9:30 Independent Study
Database Reporting WBT AnyDOC

12:30 LUNCH BREAK 12:30 LUNCH BREAK

1:30 Workshop: Understanding Report Services Team Member 1:30 Workshop: Northwoods Compass Team Member

Internal Systems and Sites :: How

3:00 Activity: Report Services Independent Study 3:00 Team Member
DataBank Support Uses these tools

Procedure Review Workshop 6: DataBank

3:30 Leadership Team 4:00 Workshop Digitech :: A Deeper Dive Team Member
Support Role in all Things SQL and OnBase

5:30 End of day: Agent Q&A/Review Leadership Team 5:30 End of day: Agent Q&A/Review Leadership Team

Day 13 - Wednesday Day 14 - Thursday

SESSION NAME INSTRUCTOR SESSION NAME INSTRUCTOR
DataBank Support (DS) Leadership AM DataBank Support (DS) Leadership AM
9:oo Check In Call Leadership Team 9:oo Check In Call Leadership Team

Activity: Hyland Premium Classes ::

Activity: Hyland Premium Classes::
9:30 Independent Study 9:30 Quick Look at OnBase 15 and Independent Study
Workflow
Troubleshooting Tips and Tricks

DataBank Support Onboarding Breakdown 91

 12:30 LUNCH BREAK 12:30 LUNCH BREAK

Workshop Workflow PT1::

DataBank Support Weekly Team
1:30 Troubleshooting the Workflow Distribution Team Member 1:30 Weekly Team Call
Meeting
Service

Workshop Workflow PT2:: Overview on the Procedure Workshop 8: Creating cases

3:30 2:30 from email forwards and notable tasks Team Member
different ways to run the Workflow Timer Team Member
service. when filling in for Support Coordinator

Support Call Queue Workshop: How to

3:30
4:30 Workflow Workshop PT3:: Properties Team Member Transfer a Queue Call and practice Team Member
entering a case

5:30 End of day: Agent Q&A/Review Leadership Team 5:30 End of day: Agent Q&A/Review Leadership Team

Day 15 - Friday
SESSION NAME INSTRUCTOR
DataBank Support (DS) Leadership AM
9:oo Leadership Team
Check In Call

9:30 Support Workshop 9: Reviewing Macros Team Member

10:30 Procedure Workshop 10: Expense Reports Leadership Team

Support Workshop 11: Trial Run of using all

11:30 three Remote Session types (GoToMeeting, Team Member
TeamViewer and WebEx)

12:30 LUNCH BREAK

Support Workshop 12: Problem Solving

1:30 Team Member
Tips and Tricks

Support Workshop 13: Handling calls for

3:00 Team Member
other teams and other products

OnBase Workview Application

4:00 Team Member
Development Workshop

5:30 End of day: Agent Q&A/Review Leadership Team

WEEK 3 – DAY 11 (MONDAY) SESSION DETAILS & AGENDA

Name Details & Agenda

DataBank Support
(DS) Leadership Leadership check in call for the day
Check In Call
Agenda:

Activity: Hyland *If you have watched the first class already, move on to the next class suggestion. See team leads if all
Premium Class:: classes have been watched. You will not be able to complete all classes in the duration of this session if
none have been watched and that’s ok. In the event that you have already taken all of the below courses,
Database please reach out to your lead for an alternate assignment*
Reporting WBT
1. Database Reporting (45 mins) Database Reporting

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Name Details & Agenda
a. COURSE DESCRIPTION::This Course covers the essentials of generating reports from OnBase for
use in planning and business development.
b. TOPICS::Topics include: Basic OnBase system structure; determining the report purpose;
essential database tables; reporting basics; report examples; reporting tools; FAQs; reporting
resources
c. GOALS:: At the completion of this course, students will be able to:
i. Identify appropriate use of Database Reporting
ii. Identify important OnBase database tables that are reported against
iii. Discuss the various parts of a SQL query that are used to pull data from OnBase
iv. Identify the various reporting methods that can be used to create a report
d. Measurements
i. Users must earn an 80% or higher on the final course assessment to gain credit for the
course. Assessment grades are not recorded and are used only for course completion.
All assessment questions are based on material within the course and address critical
course objectives.
2. Report Services: Database Structures (2 hours and 20 minutes)
a. Description: This class will cover the general OnBase database schema including document
storage, keyword storage and transaction logs. Additionally, the most widely used tables for
reporting purposes will be explored. Both internal and external reporting options will be
explored, focusing mainly on scanning reports.

b. Link: Report Services: Database Structures

3. Quick Look: Exception Reports

a. Link: Quick Look: Exception Reports
b. Quick Look: Exception Reports is a nine-part, web-based training series highlighting one of the
most powerful and easiest to implement solutions in the OnBase arsenal – Exception Reports.
Each episode in this series moves your OnBase solution closer to being fully audit-ready by
demonstrating how to configure and generate reports that identify missing documents in your
OnBase solution.

c. It’s all About Compliance - For years, Exception Reports has saved the organizations who own it
a great deal of money and the headaches of lost or missing data. By sparing these organizations
the financial penalties of non-compliance and freeing up employees to focus on high-value tasks
rather than manually tracking the whereabouts of documents in the system, Exception Reports
is an indispensable part of many organizations’ OnBase solutions.
4. Reporting Dashboards (1 hours 35 minutes)
a. Reporting Dashboards is a powerful business analytics tool that displays information stored in
OnBase in a visual, interactive way.
In this course, learn how to create highly customizable, complex Reporting Dashboards using our intuitive,
drag-and-drop interface.
Workshop: Agenda:
Understanding 1. Walk through creating, editing, testing Report Services Report
Report Services 2. Noteworthy Help Center Articles:
a. OnBase - Adding DocPop URL to Report Services Column
b. OnBase-Tracking Concurrent License Usage (see sample reports and queries within article)
Agenda
Review the below Help Center articles. Use your VM to implement / run as many as possible.

Activity: Report 1. OnBase Reports: Number of Documents and Pages by Doc Type
Services 2. OnBase Reports: Number of Batches Scanned Per User
3. OnBase Reports: Number of Documents viewed for a Particular day
4. OnBase Reports: Number of Documents Stored by Doc Type
5. OnBase - SQL Query: Page Count by Document Type by Date Range
DataBank Support Onboarding Breakdown 93
Name Details & Agenda
6. OnBase - Adding DocPop URL to Report Services Column
7. OnBase – Tracking Concurrent License Usage

Procedure Review Workshop 6: DataBank Support Role in all Things SQL and OnBase

Agenda:
This session will review the expectations for our team and knowing when to involve DataBank or Hyland’s
Database Team

DataBank Support can and should assist with:

1. Reviewing SQL Driver information and 32 vs 64 bit driver.

a. Will review and discuss the HCA:
i. OnBase - SQL Drivers ODBC information
ii. OnBase - Query to Determine SQL Driver Version(s) In Use

2. Helping with the RecreateDBUsers Utility

a. OnBase - RecreateDBUsers Troubleshooting Script (RemoveUserSchemas.sql)

3. Helping with the DBToolkit. This tool can be run against your system when users are reporting
performance issues. The tool with analyze the database and make recommendations based off
Hyland’s best practices and create a PDF document.
a. OnBase - DBToolkit Database Analysis and Recommendation Tool
Procedure Review
Workshop 6: 4. Providing Vendor Documentation:
DataBank Support a. This article addresses some documents as it relates to Database reference guides
Role in all Things i. OnBase - Database Reference & Performance
SQL and OnBase 1. Database Reference Guide: This guide contains recommendations and
guidance on the installation, maintenance and performance of the
OnBase database as well as information on supported High Availability
options in Relational Database Management systems (RDBMs). The
information in this guide is applicable to all currently supported versions
of the OnBase software and the RDBMs versions that were supported
with those versions of OnBase. Any information that is specific to a
certain OnBase or RDBMs version will be noted within this
guide. Information about which RDBMs platforms and versions are
supported with OnBase are available in the OnBase version specific
System Administration Module Reference Guide available on OnBase
Community.
2. DataBase Reporting Guide: The Database Reporting Guide is intended to
provide detailed information on the critical tables within the OnBase
database schema that are frequently utilized for reporting purposes. The
content is intended for experienced SQL database administrators or
programmers only.
3. Perfmon Templates for SQL Server: These Perfmon templates can be
used to monitor performance on a SQL Server database server. Useful for
both establishing baselines and troubleshooting active performance
issues, there are templates for Windows Server 2003 as well as templates
for Windows Server 2008+. If you are using a Named instance, you will
need to perform a Find/Replace in the template to set your instance
name. The counters in this template are the standard counters that the

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Name Details & Agenda
Hyland Software Database Support team reviews when performance
issues are encountered.
4. Troubleshooting Checklist for Database Performance: Intended to assist
with the proper process for determining the source of a possible database
issue.
b. This article reviews some database tables that are not in the database reporting guide
i. https://databank.zendesk.com/hc/en-us/articles/205226835-OnBase-Database-
Tables

c. White Papers: Examples

i. Central Monitoring of an OnBase Solution. The central monitoring of computer
systems is often known as Network Monitoring. This term describes a
methodology that constantly monitors a computer network for slow or failing
components and notifies the network administrator in case of outages via email,
or other alarms. This guide describes the methods that may be used to monitor
the servers, network, and software used in an OnBase solution. You can find the
latest version of this guide under the downloads section of the Performance and
Scalability forum
1. https://www.onbase.com/community/technical_communities/performan
ce_and_scalability/m/performance_and_scalability
ii. Virtualizing OnBase. Reviews considerations for virtualizing the OnBase
environment (not limited to Database servers but does review this as well)
1. https://databank.zendesk.com/hc/en-us/articles/205227605-OnBase-
Virtualizing-the-Environment

5. Helping to run SELECT statements to gather details for customers

a. There are a number of HCA and previous ZenDesk cases that reference SQL Queries (SELECT
statements) that were deemed safe to run in the customer environment. Depending on
the size of the individual customer environment and the volume of data, one query that
runs safely to completion in one environment could cause slowness or negative impact to
another. When in doubt, check with a senior agent or team lead to review running a query
if said query is not provided by Hyland or a DataBank DBA.

b. You will commonly see the below statement executed prior to running SQL queries in a
customer database. This is to prevent table locks while querying the system and is safe to
run:
i. SET TRANSACTION ISOLATION LEVEL READ UNCOMMITTED
c. The SP_helpindex ‘tablename’ -- This will list out all of the indexes that exist on said table.
If Hyland or a Database team asks for you to send the index information for a table, this is
how you would gather this. Example hsi.itemdata
i. sp_helpindex 'hsi.itemdata'
d. The dbcc show_statistics (‘tablename’, index name) -- This will list out all of the statistics
that exist for something. If Hyland or a Database team asks for you to send the Example
below will display relevant statistics info for the index that is likely to be used for
hsi.itemdata
i. dbcc show_statistics ('hsi.itemdata', itemdata9)WITH STAT_HEADER
e. Sometimes you will be asked for the execution plan of a statement. SQL Management
Studio can generate the Actual Execution Plan option via:
i. Ctrl + M
ii. Query Menu -> Include Actual Execution Plan
iii. Clicking the Include Actual Execution Plan button on the tool bar above the query
window.
6. Knowing the default user name and password for the main Hyland SQL user account and the read
only user account.

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Name Details & Agenda
a. These are deliberately omitted in the course materials but will be reviewed during the
training session

7. Providing information on what versions of SQL (or Oracle) are supported.

a. This is noted in the MRG’s but we should refer to the Third Party Compatibility Matrix as
well.
i. Community Link:
1. https://www.onbase.com/community/technical_communities/third_part
y_software_updates/b/weblog/archive/2015/09/14/third-party-product-
compatibility-matrix
ii. ZenDesk KB:
1. https://databank.zendesk.com/hc/en-us/articles/205224735-OnBase-
Third-Party-Product-Compatibility-Matrix

Good things to be aware of as it relates to database items. These are things we should familiarize
ourselves with as concepts and could give information regarding as applicable.
1. Database Backups:
a. The following is an overview of backup strategy for the OnBase database. Specific
questions about a customer backup plan would be directed to the Account Manager who
will work with DataBank's Database Services Team for an engagement to assist with
discovery. OnBase - Database Backup Considerations and Planning

2. Database Reporting:
a. Familiarize yourself with some of the core tables from the Database Reporting guide as we
will field calls where customers ask “where in the database is _____ stored”. We can reach
out to Hyland if it’s not documented but the core tables are listed in that MRG, in a HCA or
in a previous ZenDesk case. Also be aware of the various ways persons may be using the
SQL queries and when it doubt, ask the customer if they are using report services, Custom
Queries using Custom Written SQL, SQL Management Studio, etc.
i. Note: See HCA OnBase - Custom Queries using Custom Written SQL for one
example of a way to use custom SQL in OnBase.

3. Writing to HSI.LICUSAGE table has to be turned “ON”:

a. There is an option available that will automatically report on Concurrent Client license
usage every 5 minutes then store that information in the hsi.licusage table. This feature
was implemented in the OnBase 8.2 release and is available in all higher releases as well.
(see also attachments) NOTE: As a prerequisite, a functioning configured OnBase
Application server running is required.
i. Log into OnBase Configuration and go to Configuration > Utils > Core Based
Settings
ii. In the Core-Based Settings box, check the Log License Usage box and click the
‘Save’ button.
iii. Restart the OnBase Application Server with an IISReset or Recycle the Application
Pool running the OnBase Application Server.
iv. Once the OnBase Application Server has been restarted, OnBase is going to start
logging rows in a table named ‘hsi.licusage’ every 5 minutes.
b. See HCA on this feature and for sample queries. https://databank.zendesk.com/hc/en-
us/articles/205226405-OnBase-Tracking-Concurrent-License-Usage

When we would need to reach out to Hyland or our Database Services Team (and Cc Leads and Account
Manager):

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Name Details & Agenda

1. When it is regarding one of the below items with which our Database Team has an Agreement in
place with Hyland for Pre-Approved Tasks:
a. Custom transactionxlog management, archival and purging solutions
b. Changing keyword data types
c. Adding or removing keywords from Keyword Type Groups or Autofill Keyword Sets
d. Keyword to Keyword Type Group conversions
e. Bulk import or removal of keyword data
f. Bulk modifications of disk group types or paths
g. Bulk keyword assignment and population
h. Bulk insert of documents into Document Maintenance
i. Bulk security keyword creation and population
j. Platform migrations performed with DBUtils and SQL Server Migration Assistant
2. When the user has data that needs to be corrected in the database and a scenario presents where
this cannot easily be corrected via the UI. Note that this may require Hyland approval to be
executed but at times you will work with our internal database services team to identify documents
impacted.
a. Example case: https://databank.zendesk.com/agent/tickets/12940

3. When the customer is seeking specific guidance on recommendations on their system. Example:
should I upgrade my SQL server to 2012 or 2008? What do you recommend?
4. When they need more hands on help configuring a SQL query, Report Services Report, SQL custom
query or similar that is outside of the general guidance.
End of day: Agent
Daily PM touch base with leadership team
Q&A/Review

WEEK 3 – DAY 12 (TUESDAY) SESSION DETAILS & AGENDA

Name Details & Agenda

DataBank Support
(DS) Leadership Leadership check in call for the day
Check In Call
Agenda:
1. Pre-Installation: Welcome to AnyDoc (1 hours 50 minutes)
a. The Pre-Installation: OnBase for AnyDoc course will provide an overview of all of the
AnyDoc products and you will observe two demonstrations explaining how the products
work together in an AnyDoc solution. Each demonstration will illustrate solving common
pain points with the AnyDoc product suite and walk through solutions using CAPTUREit,
INFINIWORX, and OCR for AnyDoc, VERIFYit, EXCHANGEit, DEPOSit, and MANAGEit. You will
be introduced to solutions that vary in complexity to perform an organization’s capture and
Activity: Hyland extraction needs. This information will set the foundation for the OCR for AnyDoc
Premium Class:: Administration course.
AnyDOC
b. This course is a prerequisite for the OCR for AnyDoc Administration Course
2. AnyDoc Administrative Task Cards (1 hours 3 minutes)
a. The AnyDoc Administrative Task Card series includes 18 videos covering common tasks an
administrator of an AnyDoc solution performs to maintain an optimal and efficient
processing state. The series includes topics such as upgrades, security, running AnyDoc as a
service, and troubleshooting, etc. Each video will be approximately 5 minutes long and
accompanied by an electronic job aid. Click on each of the videos (5-7 minutes) to discover
what every AnyDoc System Administrator should know in support of their AnyDoc Solution.
DataBank Support Onboarding Breakdown 97
Name Details & Agenda

b. The AnyDoc Administrative Task Cards correspond with the video topics below. Each card
provides either step-by-step instructions, additional resources, answers to common
questions, and/or additional information about the topic. The cards will be a valuable asset
as you continue your AnyDoc career.
Workshop: Agenda:
Northwoods
Compass 1. What is this product and who is this vendor?
a. Northwoods is a human services software solutions company that improves the work lives of
caseworkers.
b. They are present in 100 human services agencies across the country
c. Site: http://www.teamnorthwoods.com/SupportCenter.aspx

2. Some modules we support

a. Compass Pilot Suite
i. Compass Capture
ii. Compass Forms
b. Compass Co-Pilot Suite
i. Compass Mobility
c. Compass Appointments

3. How do I contact this vendor if there are issues?

a. DataBank Vendor Support Contact Information
b. Northwoods:
i. *8am-8pm ET Monday-Friday
ii. Email: [email protected]
iii. Phone: 877-279-7440
iv. *Portal: https://portal.teamnorthwoods.com
1. *Note the Northwoods support portal is for direct customers and resellers
only.

Common Pilot Issues (Pulled from ZenDesk)

1. If I have a long value in a Forms field, it shrinks my font. I don’t want it to do this so how is this
fixed?

2. After auto filling my values in Forms, it cuts off one of my values. How do I fix this?

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Name Details & Agenda
3. I’m unable modify my form because it’s locked by a user.

4. Error “Framework is already running. Right-Click on the pilot icon in the taskbar and chose ‘Show
Pilot’”

5. One of the counties in Region 10 is having issues working in Pilot and unable to get logged in after
closing out of Pilot.

6. Error “No Document Types Returned From Document Management System”

7. All scanned documents and forms are not showing up in OnBase

8. While in the scanning module, the Taxonomy search isn’t working for some of the document types
but is working for others.

9. What happens when I run out of scanning licenses in Compass?

10. The barcode feature is not working when scanning in Forms.

11. If Forms have been printed duplex with bar codes, Compass Pilot recognizes only the first page when
scanning back in using bar-code scanning feature. How do I fix this?

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Name Details & Agenda
12. What is the Recipients tab for in Pilot?

13. Autofill is not working for certain cases.

14. My autofill is not working at all in Pilot.

15. Error: “Form has not been properly configured with document type, would you like to add to your
favorites for submitting later?”

16. What pre-reqs do I need so I can install Pilot on a PC?

17. I’m having weird issues just on 1 PC with Compass Pilot. Am I able to reinstall it on this PC or is there
a way to clear out the cache?

18. I’d like this document to go into Workflow even though it’s the default. Can I change that?

19. Every time I scan a document that has a document type profile setup, it pops up a window asking
me to pick my scanner from that list. How can I fix that?

20. How do I make DYMO Label Printer 8.0 work with Pilot so I can print my labels?

21. Reviewing other recent & common cases

Agenda:
1. What is OpenAir?
a. https://www.openair.com/index.pl
b. Walk through and review

2. What is Compass?
a. https://content.databankimx.com/
Internal Systems b. Check your inbox for an email with subject “DataBank Compass CRM system login +
and Sites :: How instructions” for your credentials
DataBank Support c. 2 Different types of Compass.
Uses these tools i. Northwoods (you learned about on day 11)
ii. Internal Workview application that was the predecessor CRM before OpenAir
d. Walkthrough and review of Compass (Internal Workview application CRM)

3. What is Salesforce?
a. https://login.salesforce.com/

4. Intranet site:
DataBank Support Onboarding Breakdown 100
Name Details & Agenda

a. https://databank.sp.postoffice.net
b. Uses your Outlook / Lync credentials
c. What’s in there?
d. What do I care about from a DataBank Support perspective?
i. https://databank.sp.postoffice.net/natsupport/default.aspx

5. Silver Sky SPAM Filter

a. https://cloud.postoffice.net/user/quarantine

Agenda:
1. Reviewing MyDSI Site (including a revisit on maintenance)
a. http://mydsi.digitechsystems.com/Login.aspx
b. Walk through requesting up MyDSI accounts for new employees

2. Procedure: What to do if you get a request from someone internal asking for a demo to be mapped.
a. These get assigned to Mark or Cory.
b. See HCA: https://databank.zendesk.com/hc/en-us/articles/205227235

3. What is the Web Assistant and what do I need to know about it?
a. https://databank.zendesk.com/hc/en-us/articles/205584979-DBOS-Troubleshooting-the-
PaperVision-Web-Assistant

4. What does it mean when an Entity Requires IP authorization?

5. What is PaperVision and how is it different then this DBOS stuff I learned last week?
Workshop
Digitech :: A
6. So then, what’s PaperFlow?
Deeper Dive
7. What other products of theirs do we support?

8. How do I get to the documentation?

a. Product Documentation:
http://mydsi.digitechsystems.com/software/prodmanuals.aspx?SessionID=e3dbd3d3-c966-
4b13-93bc-4f3328e1eb20&CompID=eb1c1454-b0f8-4d9e-af1c-4cb18abb6880

b. White Papers:
http://mydsi.digitechsystems.com/technical/techpapers.aspx?SessionID=e3dbd3d3-c966-
4b13-93bc-4f3328e1eb20&CompID=eb1c1454-b0f8-4d9e-af1c-4cb18abb6880

c. Tech Presentations:
http://mydsi.digitechsystems.com/technical/techpresentations.aspx?SessionID=e3dbd3d3-
c966-4b13-93bc-4f3328e1eb20&CompID=eb1c1454-b0f8-4d9e-af1c-4cb18abb6880

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Name Details & Agenda

9. How do I contact Digitech Support?

a. What information will I need to provide when / if I reach out to support?

10. Reviewing the KB: http://kb.digitechsystems.com/PVE.aspx

11. What are the common issues you see with DBOS vs PaperVision customers?

12. Tips and Tricks to troubleshooting issues.

End of day: Agent
Daily PM touch base with leadership team
Q&A/Review

WEEK 3 – DAY 13 (WEDNESDAY) SESSION DETAILS & AGENDA

Name Details & Agenda

DataBank Support Leadership check in call for the day

(DS) Leadership *Make sure to confirm that Kofax accounts, License for Kofax demo, and GoogleDrive Kofax
Check In Call related docs have all been downloaded in preparation for week 4*
Agenda:

If you are not Workflow certified and just learning the Workflow module please start with the Workflow
classes listed below.

1. Preparing for Workflow (45 Mins)

2. Quick Look: Workflow and OnBase Studio (1 hr. 18 mins)
3. Introduction to OnBase Studio (48 Mins)
4. Workflow: OnBase 14 Enhancements (44 mins)
5. Workflow: Workflow Events (50 mins)

For those with Workflow certification and/or relevant work experience with Workflow, please review the
below courses.

Activity: Hyland Class Description

Time
Premium Classes::
Workflow
1. Removing Scripts from Workflow with Expressions 2 hrs

2. Workflow & WorkView: Building a Complete

1 hr 50 mins
Solution

3. Workflow: Enhancing Workflow Performance

3 hrs 20 mins

4. Workflow: Implementation Best Practices

2 hrs 10 mins

5. Workflow: Scripting for the Enterprise Solution

46 mins

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Name Details & Agenda
Workshop Agenda:
Workflow::
1. Troubleshooting the Workflow Distribution Service
Troubleshooting
the Workflow
Distribution Installer
Service The Distribution Service is installed via the OnBase Server Side Components installer and will
display in Windows Services as “Hyland Distribution Service”.

Tables

1. hsi.distributionqueue - Pending items to be sent. Notifications create a row in this table for each
email that is to be sent. The Distribution Service monitors/polls this table (by default every 120
seconds). Once the Distribution Service sees data in the table it will package up the messages and
send them to the SMTP server. If there is anything in this table it means that the Distribution Service
is not picking up and sending the Notifications. Make sure the Distribution Service is running and
check the .config file for all settings.
2. hsi.distributionhist - Information about the attempt of the send of the message. Date & Time sent,
User, Status, etc...
a. requeststatus column: error =-1. success=0, in progress =1
3. hsi.emailqueue - A record of what has been sent. Detailed information about the email that was
sent such as Recipient Email Addresses (pre-OnBase 14), Subject, Body, etc... If there is something in
this queue, then that means the Distribution Service is sending the Notifications and there is more
than likely an issue with the SMTP server sending them.
4. hsi.emailqueuerecip - This table is new as of OnBase 14. It holds the email recipients. Email
addresses will be store in two parts with a row for each address. The recipients will no longer be
displayed in the hsi.emailqueue table.

 A simple select * from hsi.<tablename> will return information for any of the tables above.
 To combine and all information from hsi.distributionhist and hsi.emailqueue run the following:
o SELECT * from hsi.distributionhist
INNER JOIN hsi.emailqueue
ON distributionhist.distrequestnum = emailqueue.distrequestnum

Configuration File

1. C:\Program Files (x86)\Hyland\Services\Distribution\Hyland.Core.Distribution.NTService.exe

2. Setting for the Service Account, Poll Interval, Datasource, SMTP Server, Default Sender, Verbose level for
Diagnostics, etc... can be found in the configuration file

3. Verify that the username in the .config file is set, is an OnBase "Service Account" and that the password
is set as well.

4. Verify the ODBC source is set in the .config file.

5. Verify the SMTP server is specified in the .config file.

6. Verify the correct account and password is associated with the domain account running the service.

DataBank Support Onboarding Breakdown 103

Name Details & Agenda
Troubleshooting Options

1. Utility to send an email via an SMTP Server to verify that the SMTP Server is in fact sending
emails: http://support.databankimx.com/entries/51719516-Troubleshooting-Tool-SMTP-Test-Utility

2. Verify "Use E-mail Distribution Service for automated e-mails" is enabled under Global Client Settings
(Config | Users | Global Client Settings | Email).

3. Verify that a Recipient is configured in the Notification itself.

4. Verify that the Recipients have email addresses configured at the user account level.

5. Check the Event Viewer for messages.

6. Check the Diagnostics Console for messages in the Timer / Distribution Service. Extra Verbose logging
can be increased in the .config file.

7. Check the Workflow Timer Service. It's possible that the Workflow Timer Service needs to be restarted to
see any new configuration or that the Workflow Timer Service is not running.

8. Check the Diagnostics Console for messages in the Workflow Trace to verify Workflow logic is being
executed as expected to send Notifications.

9. When a new Notification is configured, the Distribution Service will need to be restarted in order to pick
up that new configuration.

10. If a new Notification is configured under a Workflow Ad Hoc Task or System Work, then the Client and
Application Server will need to be restarted/recycled/cache reset accordingly.

11. If a new Notification is configured under a Timer, the Workflow Timer Service will need to be restarted.

Have the customer:

1. Check the SMTP log to see if the emails are being sent.
2. Check the Event Viewer on the Exchange Server.
3. Verify that the emails are not being quarantined by the organization's Service Provider.
4. Verify that the emails are not going to Junk mail on the recipient side. It's possible the emails may need
to be white-listed.

More Verbose Level of Logging in the Diagnostics Console:

(from the Distribution Service MRG)

1. Logging Information to the Diagnostics Console

a. You can use the Diagnostics Console to troubleshoot Distribution Service issues. Diagnostics
information is logged under the Timer / Distribution Service tab in the Diagnostic Console.

2. Configuring the Distribution Service

a. OnBase 12 Hyland Distribution Service If Distribution Service information should be logged to
the Diagnostics Console, logging must be enabled in
Hyland.Core.Distribution.NTService.exe.config. To enable logging, set the enableMailSlot
attribute for the timer-profile log to true.

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Name Details & Agenda
i. Note: In previous versions of OnBase, the path and enableFile configuration settings
were used to log events to a file. The preferred method of logging events to a file is
using service logs created by the Diagnostics Service. For more information, see the
Diagnostics Service reference guide or the Diagnostics Console help files.
b. Under Hyland.Core.Distribution, modify the verbose level to control the amount of information
that is logged. In the threadSettings element, set the verboseLevel attribute to the appropriate
value, as described below:
i. 0 - Logs service start, stop, and error messages to the Error Viewer log.
ii. 1 - Logs notifications sent by the service to the Timer/Distribution Service log.
iii. 2 - Logs all trace messages that are sent to the Error Viewer log.
c. When the verboseLevel is set to 2, each of the steps in connecting to and sending an e-mail
from the SMTP server is logged. These are the same steps one would see when connecting to
the SMTP server using TELNET. Testing the same process using TELNET can allow you to prove
whether a suspected step is the point of failure.

 Note: If the Distribution Service sends an e-mail without a specified TO: address, an SMTP server
error displays on the Errors tab. The SMTP server sends Undeliverable Message notifications to the
FROM address specified in the message template.

Related HCA:
1. OnBase - Distribution Service Troubleshooting
Workshop
Workflow PT2:: Workshop Workflow PT2: Overview on the different ways to run the Workflow Timer service.
Overview on the
different ways to Related HCA:
run the Workflow 1. OnBase - Workflow Timers Core vs Thick
Timer service.
Workflow Workshop PT3:: Properties

Agenda:
1. Workflow Properties Presentation
a. See attached to HCA: OnBase - Workflow Properties

2. OnBase - Workflow Actions and Rules Availability

a. As of the release of OnBase 8.2, Hyland Software no longer enhances the Classic Workflow
User Interface.
Workflow
b. All new Workflow Actions, Rules and functionality are only implemented in the Core code-
Workshop PT3::
base.
Properties
c. This means they are only available when using the Unity Client, Web Client, Workflow Core-
Based User Interface (in the Thick Client), Workflow Timer Service, etc...

d. Additionally, there are a handful of actions and rules that can be executed in the Classic
Workflow User Interface but cannot be executed in any Core Client.

e. Attached to this article are the following guides:

i. WF Actions and Rules Availability.docx - This provides a list of all Actions and
Rules as of OnBase version 11 and if they are available in the Classic and/or Core

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Name Details & Agenda
code-bases.

WF Actions and Rules

Availability.docx
ii. ActionsAndRules.xlsx - This provides a list of all Actions and Rules as of OnBase
version 13. The list shows the ID #, Name, Category and Types of objects
(Document, Folder, Agenda Item, WorkView Object) they can execute on.

Note: The Workflow MRG can also be referenced to find out which code-base each
action and rule can be executed in.

OnBase Studio (fka Workflow Studio) does a good job at displaying an icon to the
right of each Action and Rule to indicate whether the object is available in Classic
or Core.

ActionAndRules.xlsx

iii. Using Workflow Trace:

If it ever appears that an action or rule is not executing you should consult what
Workflow Trace has to say.
*Consult the Workflow & Workflow Timer Service MRG's for methods of engaging
Workflow Trace based on which Client is being used.
If you receive either of the following messages in the Workflow Trace viewer,
these indicate that the action or rule is not implemented in that code-base:
 Action type ### not implemented
 Rule type ### not implemented

1. ONBASE - SAVE DOCUMENT USING WORKFLOW WITHOUT SCRIPTS

A. YOU CAN USE THE SEND WEB REQUEST ACTION. REMEMBER, THE SEND
WEB REQUEST IS NOT AVAILABLE IN CLASSIC THICK CLIENT WORKFLOW.
B. TO USE IT TO COPY A DOCUMENT TO A NETWORK LOCATION YOU CHOOSE
THE FILE:// PROTOCOL, AND EXPORT METHOD:

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Name Details & Agenda
C. YOU CAN CHOOSE A FIXED URL, BUT THAT'S NOT VERY USEFUL IF YOU
HAVE MULTIPLE FILES. SO IT'S MORE COMMON TO OBTAIN THE URL FROM
A PROPERTY (FILEURL) IN THIS EXAMPLE.
D. USING THE SET PROPERTY TO EXPRESSION ACTION YOU CAN
CONSTRUCT THE URL TO BE UNIQUE FOR EACH FILE, AND TO INCLUDE
KEYWORDS, OTHER PROPERTIES ETC.
E. IN THE EXAMPLE BELOW I HAVE CONSTRUCTED A URL THAT INCLUDES
THE DOCUMENT HANDLE, AND THE DESCRIPTIONKEYWORD. (I USED THE
SET PROPERTY VALUE ACTION TO SET DOCHANDLE PROPERTY TO
THE DOCUMENT HANDLE).

F. IN THE CLIENT WE SELECT MULTIPLE DOCUMENTS AND EXECUTE

THE SEND WEB REQUEST AD-HOC TASK.

G. CHECK YOUR FOLDER AND YOU'LL SEE THE DOCUMENTS IN THE

DESTINATION FOLDER:

Related HCA:
1. OnBase - Workflow Properties
2. OnBase - Workflow Actions and Rules Availability
3. OnBase - Save Document Using Workflow Without Scripts
End of day: Agent
Daily PM touch base with leadership team
Q&A/Review
DataBank Support Onboarding Breakdown 107
WEEK 3 – DAY 14 (THURSDAY) SESSION DETAILS & AGENDA

Name Details & Agenda

DataBank Support Leadership check in call for the day

(DS) Leadership *Make sure to confirm that Kofax accounts, License for Kofax demo, and GoogleDrive Kofax
Check In Call related docs have all been downloaded in preparation for week 4*
Agenda: Watch as many as you can!
Activity: Hyland 1. Quick Look: OnBase 15 (1 hr 29 mins)
Premium Classes :: 2. DIP: Troubleshooting (34 mins)
Quick Look at 3. Document Transfer: Troubleshooting (29 mins)
OnBase 15 and 4. Troubleshooting: Database Corruption (40mins)
5. Troubleshooting Mobile Connections (20 mins)
Troubleshooting
6. Troubleshooting: Export & Publishing (42 mins)
Tips and Tricks

DataBank Support DataBank Support Weekly Team Meeting

Weekly Team 1. Web: https://global.gotomeeting.com/join/257241925
Meeting
2. Use your microphone and speakers (VoIP) - a headset is recommended. Or, call in using your telephone.
 Dial +1 (872) 240-3412
 Access Code: 257-241-925
Agenda: Additional team responsibilities to assist with
See also HCA: DataBank - Case Entry and Email Entry Responsibilities
1. Support Email:
a. After Tammie departs at 5 pm, any emails that come into the support email will need to be
entered into ZenDesk. In order to be able to monitor this email queue, you will need to be
added to the [email protected] email group. We will work with Tammie to get you
added to this group
Procedure
NOTE: Do not forward emails with senders from the databankimx.com domain as they will
Workshop 8:
automatically open cases in YOUR name. These must be manually created.
Creating cases
from email 2. Instructions for entering new cases from emails
forwards and a. CREATE: If you are responsible for monitoring the emails for the evening, the procedure for
notable tasks when entering a case from email to ZenDesk is as follows:
filling in for i. Click FORWARD on the Email
Support ii. REMOVE your signature.
Coordinator 1. Failure to do so will result in the case being created with you as the requestor
and not send the initial email to the customer that a case was created
iii. SUBJECT needs to keep the FW: as it will strip that out but is required for new case.
1. You can add the PRODUCT abbreviation if known when you forward the case
in. This part is not required and can be added to the subject later.
2. See also: Zen - Support Tag Reference Sheet

iv. TO needs to be sent to [email protected]

v. Example below

DataBank Support Onboarding Breakdown 108

Name Details & Agenda

1.

b. VALIDATE: After forwarding

i. Confirm that the case gets created in ZenDesk. Note that it can sometimes take
upwards of 10 minutes before it appears. If ZenDesk is having an issue and you do NOT
see it create from the forward:
1. Submit a case to Zen support (https://support.zendesk.com/hc/en-us )
2. Manually create the case
3. Keep an eye out for the case duplicate to arrive later in the night as we will
have to delete it.

ii. You will need to manually add the Cc-s to the case.
1. Note: if there were DataBank employees Cc-ed do not add them as CC’s to the
case. We only add customer Cc’s
iii. Validate that all attachments came through
iv. Update the subject as appropriate if you did not do so already.
v. Check the Org Notes. Is there anything that reads to ALWAYS add someone as a Cc?
1. If so, make sure to add those Cc’s

vi. Any Org notes that advise to ONLY allow cases from XYZ list of people?
1. If so, still create the ticket but publicly advise that you need them to get one
of the listed persons to be on the case with them OR to advise that they can
now submit cases.

vii. Is it an OnBase case? If so, let’s make sure to apply the team OnBase info as an
internal note
1. From TeamOnBase End User Maint
2. Copy the top header row into the case
3. Copy the individual customer row next
a. See example below

DataBank Support Onboarding Breakdown 109

Name Details & Agenda

3. DataBank - Case Entry and Email Entry Responsibilities

a. Whether this is a case you forwarded in or a case the customer entered or call in, you must be
monitoring the Unassigned Tickets View (https://databank.zendesk.com/agent/filters/775158 )

b. If it helps you, we can create an email trigger every time a new case is created.
i. NOTE: ZenDesk triggers are all or nothing so you cannot set up a notification for just
these three hours. That means that you will get notified for the entire day for each and
every case that is opened. You would have to set up your own Outlook rules to filter
these emails if you did not want to be spammed all day and just see the last 3 hours of
cases.
c. Who to assign case to?
i. Let’s make sure there’s not already a case open for this customer for this topic. If we
can confirm 100% that this is a duplicate case, merge the case. Otherwise, continue
on.

1.
ii. Are there other active cases for this customer?
iii. IF YES
1. Is that team member owning them here?
a. IF YES
i. Assign to that team member
b. IF NO
i. IS IT URGENT / HIGH
1. IF YES
a. Assign to another team member who
is still working and not on a call.
2. IF NO
a. Place locating a resource macro on
case to stop first response timer.
DataBank Support Onboarding Breakdown 110
Name Details & Agenda
iv. IF NO
1. Attempt to assign to yourself or another agent who is still in queue. If
neither one of you has bandwidth and IF (AND ONLY IF) it is not critical,
place a LOCATING A RESOURCE macro on case.

4. The leads are not typically in the queue after 6pm. When a lead is needed:
a. Email Lead Group
b. If urgent, please also text

Team Aubrey Kosztya Cory Archer Jackie Nick Mushat

Leads Info Thompson
Office 440-210-3282 216-245-0134 240-297-6505 440-424-5219
Phone:
Cell 440.503.6247 216.256.7938 202.276.1326 440.669.3630
Phone:
Email: [email protected]
Agenda:
 Practice receiving and transferring queue calls and entering cases

Will also review the below procedures:

These keys ONLY work on queue calls.
Conference: to pass a call with a quick conversation to your colleague.
 Press 2 to switch a call to another agent - puts customer on hold, and when you hang up it switches
the call and frees up your phone line for the next Q call. If an agent does not answer or otherwise
indicates to take a message you can press * to recover the call.
 Example: 2 3227 - will transfer the call to Ginny with an opportunity to introduce the caller or
provide background
Transfer: to pass a call with no warning.
Support Call Queue  Press # to transfer the call to another agent. Not the preferred method. This is an immediate
Workshop: How to transfer.
Transfer a Queue  Example: # 3227 - will transfer the call to Ginny and disconnect your line
Call and practice
entering a case A Quick Note about International Call Handling
At times there will be customers who request that you call them directly and they are outside of the
US. When this occurs we should:
1. Preferred: Sent up a conference call using our Level 3 conference information. Include the country
code.
2. Secondary Option: We can also ask them to call into the Support line 866.590.5545
If it’s a new person calling in, make sure you get at the following info:

1. First and Last Name

2. Phone Number
3. Email Address
4. Organization

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Name Details & Agenda

If it’s an existing customer, validate we have their up to date phone and email information
 Ensure that the Subject has the proper Product Tag to begin description
 (Example OnBase - ; Northwoods -; AX - )
 Found in Help Center Article: Support Tag reference sheet

The initial description should just be a brief explanation of the issue. No macros or signatures
should be used in this initial creation.

• Example of ideal initial description:

• “Customer needs to add another foldering layer to their existing setup that
matches existing folder structures and is looking for an easier way to clone the
structure with the changes without having to create each item individually.”

See also HCA:

1. Phone - Queue Call Transfers
End of day: Agent
Daily PM touch base with leadership team
Q&A/Review

WEEK 3 – DAY 15 (FRIDAY) SESSION DETAILS & AGENDA

Name Details & Agenda

DataBank Support Leadership check in call for the day

(DS) Leadership *Make sure to confirm that Kofax accounts, License for Kofax demo, and GoogleDrive Kofax
Check In Call related docs have all been downloaded in preparation for week 4*
Support Workshop Agenda:
9: Reviewing 1. Will review each and every shared macro and their use case
Macros 2. Review tags and other settings that populate as well

Monthly Items for Expense and the Report and filling out the same:

DataBank IMX
Expense Report 2015_v3.2 2-2014.xlsx
1. This must be received in the current billing month before months end to get reimbursed.
2. These are sent to Tammie (Support Coordinator) who will review and work with leads to approve.
Procedure 3. Please review with lead before entering additional expenses outside of internet and cell to ensure
Workshop 10: that it is a valid item to be expensed.
Expense Reports
Requirements for monthly phone re-imbursement
The below apps are required to be on your smart phone in order to be reimbursed for the monthly expense
for your cell phone:
1. ZenDesk:
• Note that this is a free app
• Required for working cases as needed off hours and/or as back up to device.
2. TouchDown:

DataBank Support Onboarding Breakdown 112

Name Details & Agenda
• Note that there is a one-time fee to buy this app which is also something you can expense
for the initial cost. $19.
• If you are on an Android phone note that you want TouchDown HD.
• This is a secure email application. While others will WORK for your email this is the one
that DataBank wants us to use due to its encryption and security protocols.
• If you do not already have this app installed please download it immediately and cease and
desist using any other smart phone app for mail use.
Agenda:
The new agent will create a test ZenDesk case that is assigned to new trainee with the requestor being set
to existing team member. Working with paired team member the new agent will:
1. Send a meeting request via ZenDesk case
2. Send a meeting request via Outlook
3. Use said dial in protocol to take control of agent machine and review issue in VM
a. * Repeat this exercise for TeamViewer, WebEx, and GTM

Session Scheduling Steps

 Determine time and participants with case contacts

 Create Outlook appointment to appropriate contacts
 Execute Zen macro for Meeting Scheduled or Session Scheduled and update proper details
 Send Outlook appointment, then Zen public update and paste outlook appointment into ticket
as a private comment

Support Workshop When using a remote session macro:

11: Trial Run of
using all three  Enter customer’s Time Zone AND your Time Zone!
Remote Session  Include the day/date if not for the current day
types  Also check your timing!
(GoToMeeting,
1. Use Savvy Time in Zendesk ( )
TeamViewer and
2. Use Savvy Time Chrome Plugin
WebEx)
3. Ex. If EDT is at 10am, MST cannot be NOON!

Tip: In Zendesk, if you click on the customer’s name, the default is Eastern Time zone which may be wrong
but you can update it!

If not sure, ask the customer for guidance.

Make sure we’re noting the Zen issue number and Description. Do not keep the default of “New
Meeting”.

 The conference info should be your Ready Access number with your access code.
 Make sure if you are using GTM or WebEx that you add to WebEx & GTM shared calendar
immediately.
1. Subject should have which shared account (WebEx or GTM_[initials of act]
2. Location should have case number (Support Employee using account)

DataBank Support Onboarding Breakdown 113

Name Details & Agenda

Support Workshop 12: Problem Solving Tips and Tricks

Support Workshop
12: Problem 1. Looking at previous cases in ZenDesk
Solving Tips and 2. Troubleshooting documents shortcut in ZenDesk
Tricks 3. Vendor Documentation (searching through all OnBase MRG’s)
4. Searching in Vendor Forums and TKB
DataBank Support Onboarding Breakdown 114
Name Details & Agenda

 Noteworthy Help Center Articles that will be referenced:

1. Zen-Support-Tag-Reference-Sheet
2. DataBank-Scanner-Issues-Service-Sales-Procedures

Agenda:
1. There are other teams that use ZenDesk. At times we will create tickets on their behalf for the
company. When we do this below are the standardized set of prefixes that should be applied when
creating tickets for said teams.
 SERVICE –
i. Used for the Scanning Service Contracts. Assign to the group Scanner Service
(Scanner Service \ Scanner Service (CS) = Cogniserv) or ADS\Pat Smith as noted on
org (more on this below)
 SFTP –
i. These are used for SFTP requests
ii. See also HCA: DataBank-SFTP-Information
2. Reviewing ADS products that are still worked by ADS Team
 FileBound
 Formatta
 IPM
 MuWave
 Quillix
 Oracle
 PSI:Capture (PSIgen)
 Service*
Support Workshop
i. *Note that these will only be for Scanner Hardware issues for Orgs with the ADS
13: Handling calls tag. More on this in the next section
for other teams
and other products 3. Reviewing Scanner Procedure for Southern Region ADS & Cogniserv Scanner Requests
 How will you know if this is an ADS OR COGNISERV customer?
i. Does the ORG exist in Zen? If it does, look at the note to see if there is an ADS or
Cogniserv tag. Also look at the region. Note that only a few Organizations trickled
into ZenDesk by happenstance so the Org probably won’t exist.
ii. None of the Cogniserv accounts are in Compass but the customer may mention
that they tried to contact the Houston office and rolled over.
 There are some tips above that help us identify that the customer is from the ADS or
COGNISERV acquisition but we understand that this is not easy to identify during the call.
So first and foremost, please feel free to just take the customer name, organization, email
address and phone number along with a description of the issue. Your team leads can
research who supports this customer and who to route it to. We just ask that you gather
some initial details to help us identify

4. AnyDoc
 If we get an issue that is with AnyDoc, we should involve Team Leads and they will work to
get a resource. Below is the contact information below so we know how to get a hold of
AnyDoc support. These calls will roll to Hyland Technical Support and a specific group who
knows this software. Team E should not be contacted for these calls.
 Contact Information:
i. Email: [email protected]
ii. Phone: 1-888-4ANYDOC
iii. Web Portal: http://ww2.anydocsoftware.com/ASPX/sales/logon.aspx
iv. Manager: Manny Fernandez ([email protected]) Phone: 1-813-804-
7242
DataBank Support Onboarding Breakdown 115
Name Details & Agenda
5. DataCap
 For issues that are DataCap, you should engage the Team Leads as we have transitioned
the majority of customers to a new vendor. The following contact information in case we
need to take an issue to IBM on behalf of the customer.
 Contact Information:
i. Email: ibm.com/support
ii. Phone: 1-866-426-4258 then press 2, press 2, press 2, press 2 or 1-800-IBM-SERV
iii. Web Portal: https://www-
947.ibm.com/support/entry/portal/support/open_service_request
 Anything we need to provide their support
i. Open a support request online:
1. The customer must provide an IBM Customer Number (ICN) and the
caller must be an identified technical contact for support to be provided.
ii. https://www-947.ibm.com/support/entry/portal/Open_service_request
iii. Once you are in the ‘Service requests and PMRs’ window, please click on “sign in
to the IBM Support Portal”.
iv. In the ‘Sign in’ page, please sign in with your IBM ID and password, or if you have
not yet registered, please click on “register now”.
v. In the ‘My IBM registration’ page, please supply the requested information while
providing an e-mail address as the “IBM ID” in order to continue your registration
process.
vi. Once the registration process is completed you may open a Service Request or a
PMR.
6. ReadSoft
 We will need to engage the Team Leads. The below contact information will be helpful
when we need to engage ReadSoft for assistance.
 Contact Information:
i. Email: [email protected]
ii. Phone: 1-504-841-0114 or 1-888-732-3763 #1
iii. Web Portal: https://readsoft.force.com/customer/SiteLogin
OnBase Workview Application Development Workshop

OnBase Workview
Application  See Also Help Center Article: OnBase-Workview-Application-Development-Workshop
Development
Workshop
WorkView
Final_06122014.pptx

Daily PM touch base with leadership team

End of day: Agent
Q&A/Review *Make sure to confirm that Kofax accounts, License for Kofax demo, and GoogleDrive Kofax related
docs have all been downloaded in preparation for week 4*

WEEK 4 – HIGH LEVEL * C L I C K S E S S I O N N AM E F O R D E T AI L S

Day 16 - Monday Day 17 - Tuesday

ET SESSION NAME INSTRUCTOR ET SESSION NAME INSTRUCTOR

DataBank Support Onboarding Breakdown 116

 DataBank Support (DS) Leadership AM
9:oo Leadership Team
Check In Call
9:30 Kofax Training :: Part 1 Independent Study 9:00 Kofax Training :: Part 3 Independent Study

10:00 Kofax Training :: Part 2 Independent Study

12:30 LUNCH BREAK 12:30 LUNCH BREAK

New employee shadows existing agent

1:30 Team Member New employee shadows existing agent
(Day 1 - Shadowing) 1:30 Team Member
(Day 2 - Shadowing)

5:30 End of day: Agent Q&A/Review Leadership Team

Day 18 - Wednesday Day 19 - Thursday

SESSION NAME INSTRUCTOR SESSION NAME INSTRUCTOR
DataBank Support (DS) Leadership Mid-
9:oo Leadership Team 9:oo
week Check In Call New employee shadows existing agent
Team Member
(Day 4 - AM - Shadowing)
9:30 Kofax Training :: Part 4 Independent Study 9:30

12:30 LUNCH BREAK 12:30 LUNCH BREAK

DataBank Support Weekly Team
1:30 Weekly Team Call
Meeting
1:30 New employee shadows existing agent Team Member 2:30 Kofax Training :: Part 5 Independent Study
(Day 3 - Shadowing)
New employee shadows existing agent
4:00 Team Member
(Day 4 - PM - Shadowing)

Day 20 - Friday
SESSION NAME INSTRUCTOR

9:oo Kofax Training :: Part 6 Independent Study

1:00 LUNCH BREAK

New employee shadows existing agent

2:00 Team Member
(Day 5 - Shadowing)

DataBank Support (DS) Leadership End-Of-

5:30 Leadership Team
Week Check In Call

WEEK 4 – DAY 16 (MONDAY) SESSION DETAILS & AGENDA

Name Details & Agenda

Last DAILY Check In Call
DataBank Support
(DS) Leadership AM Agenda:
Check In Call 1. Reviewing receipt and a brief overview of the Kofax training materials sent
2. Shadowing expectations
3. Check-in’s with leads will be scheduled a couple of times a week now and then transition to 1 on 1’s

Agenda:
1. Take Class 1:
Kofax Training ::
Part 1 a. Introduction to Class

Presentation 15 Minutes
DataBank Support Onboarding Breakdown 117
Name Details & Agenda

Student Guide

2. Review materials for student guide, and class materials sent via team leads (one note and zip file)
Kofax Training :: Agenda:
Part 2 1. Take Class 2:
a. Kofax Capture Overview

Presentation 98 Minutes

Student Guide

Demonstration 20 Minutes

2. With any additional time review open cases that the team is working on to prepare for the
afternoon shadowing
Information Section on Shadowing Agents

Agenda:

You will be paired up with an agent and work with them through any tickets, meetings, tasks they are
working on to get a feel for the work day. If a call is scheduled with a customer you are to join said call to
observe and participate if comfortable.
If you are scheduled with more than one agent and you are on a call that is running long, stay with the first
agent until the call ends. Do let the secondary agent know your status.
Instructions:
For any sessions where you are shadowing someone, please send THEM a meeting request. You will do this
for EACH and EVERY shadow session. Contact the leads if you have questions. The meeting request should
New employee be in the following format:
shadows existing
agent (Day 1 -
Shadowing) 1. Show As :: Free
a. This will remind them of their time shadowing with you but not block time that can be used for
customer calls with you
2. TO: Mentor
3. Subject: {Your name} is Shadowing {Mentor Name}
4. Location: {Your Name} will contact {Mentor Name}
5. Start Time & End Time: Date & Time as noted in attached.
6. Body:
New agent shadowing the mentor on all calls, cases, activities

Shadow time

Mentors please include your mentees on any scheduled calls or call them direct / IM / share
your screen to review how you are working through your cases. Include any administrative
items you work on.

End of day: Agent

Last DAILY End of Day Call
Q&A/Review
DataBank Support Onboarding Breakdown 118
Name Details & Agenda
Agenda:
1. Any issues with Kofax training (materials or class)?
Recap on shadowing for the day

WEEK 4 – DAY 17 (TUESDAY) SESSION DETAILS & AGENDA

Name Details & Agenda

Agenda:
3. Take Class 3 & 4:
a. Class 3. Installing Kofax Capture

Presentation 35 Minutes

Student Guide

Demonstration 9 Minutes

Lab
b. Class 4. Scanner Configuration and Kofax VRS

Presentation 35 Minutes
Kofax Training ::
Part 3
Student Guide

Demonstration 11 Minutes

Lab
c. Class 5 : Administration and Basic Document Capture

Presentation 60 Minutes

Student Guide

Demonstration 24 Minutes

Lab

Information Section on Shadowing Agents

Agenda:
You will be paired up with an agent and work with them through any tickets, meetings, tasks they are
working on to get a feel for the work day. If a call is scheduled with a customer you are to join said call to
New employee observe and participate if comfortable.
shadows existing If you are scheduled with more than one agent and you are on a call that is running long, stay with the first
agent (Day 2 - agent until the call ends. Do let the secondary agent know your status.
Shadowing) Instructions:
For any sessions where you are shadowing someone, please send THEM a meeting request. You will do this
for EACH and EVERY shadow session. Contact the leads if you have questions. The meeting request should
be in the following format:

DataBank Support Onboarding Breakdown 119

Name Details & Agenda
4. Show As :: Free
a. This will remind them of their time shadowing with you but not block time that can be used for
customer calls with you
5. TO: Mentor
6. Subject: {Your name} is Shadowing {Mentor Name}
7. Location: {Your Name} will contact {Mentor Name}
8. Start Time & End Time: Date & Time as noted in attached.
9. Body:

New agent shadowing the mentor on all calls, cases, activities

Shadow time

Mentors please include your mentees on any scheduled calls or call them direct / IM / share
your screen to review how you are working through your cases. Include any administrative
items you work on.

WEEK 4 – DAY 18 (WEDNESDAY) SESSION DETAILS & AGENDA

Name Details & Agenda

DataBank Support
(DS) Leadership Leadership check in call for the day
Check In Call
Agenda:
1. Take Class 6 & 7:
a. Class 6. Introduction to Data Capture

Presentation 37 Minutes

Student Guide

Demonstration 27 Minutes
Kofax Training ::
Part 4 Lab
b. Class 7. Automatic Zonal Data Extraction

Presentation 36 Minutes

Student Guide

Demonstration 25 Minutes

Lab

Information Section on Shadowing Agents

New employee
Agenda:
shadows existing
agent (Day 3 - You will be paired up with an agent and work with them through any tickets, meetings, tasks they are
Shadowing) working on to get a feel for the work day. If a call is scheduled with a customer you are to join said call to
observe and participate if comfortable.

DataBank Support Onboarding Breakdown 120

Name Details & Agenda
If you are scheduled with more than one agent and you are on a call that is running long, stay with the first
agent until the call ends. Do let the secondary agent know your status.
Instructions:
For any sessions where you are shadowing someone, please send THEM a meeting request. You will do this
for EACH and EVERY shadow session. Contact the leads if you have questions. The meeting request should
be in the following format:

10. Show As :: Free

b. This will remind them of their time shadowing with you but not block time that can be used for
customer calls with you
11. TO: Mentor
12. Subject: {Your name} is Shadowing {Mentor Name}
13. Location: {Your Name} will contact {Mentor Name}
14. Start Time & End Time: Date & Time as noted in attached.
15. Body:

New agent shadowing the mentor on all calls, cases, activities

Shadow time

Mentors please include your mentees on any scheduled calls or call them direct / IM / share
your screen to review how you are working through your cases. Include any administrative
items you work on.

WEEK 4 – DAY 19 (THURSDAY) SESSION DETAILS & AGENDA

Name Details & Agenda

Information Section on Shadowing Agents
Agenda:
You will be paired up with an agent and work with them through any tickets, meetings, tasks they are
working on to get a feel for the work day. If a call is scheduled with a customer you are to join said call to
observe and participate if comfortable.
If you are scheduled with more than one agent and you are on a call that is running long, stay with the first
agent until the call ends. Do let the secondary agent know your status.
Instructions:
New employee
For any sessions where you are shadowing someone, please send THEM a meeting request. You will do this
shadows existing for EACH and EVERY shadow session. Contact the leads if you have questions. The meeting request should
agent (Day 4 - AM - be in the following format:
Shadowing)
16. Show As :: Free
c. This will remind them of their time shadowing with you but not block time that can be used for
customer calls with you
17. TO: Mentor
18. Subject: {Your name} is Shadowing {Mentor Name}
19. Location: {Your Name} will contact {Mentor Name}
20. Start Time & End Time: Date & Time as noted in attached.
21. Body:
DataBank Support Onboarding Breakdown 121
Name Details & Agenda
New agent shadowing the mentor on all calls, cases, activities

Shadow time

Mentors please include your mentees on any scheduled calls or call them direct / IM / share
your screen to review how you are working through your cases. Include any administrative
items you work on.

DataBank Support Weekly Team Meeting

DataBank Support 1. Web: https://global.gotomeeting.com/join/257241925
Weekly Team 2. Use your microphone and speakers (VoIP) - a headset is recommended. Or, call in using your telephone.
Meeting  Dial +1 (872) 240-3412
 Access Code: 257-241-925
Kofax Training :: Agenda:
Part 5 1. Take Class 8:
a. Class 8 Automatic Separation and Form ID; Recognition Profiles

Presentation 37 Minutes

Student Guide

Demonstration 27 Minutes

Lab

Information Section on Shadowing Agents

Agenda:
You will be paired up with an agent and work with them through any tickets, meetings, tasks they are
working on to get a feel for the work day. If a call is scheduled with a customer you are to join said call to
observe and participate if comfortable.
If you are scheduled with more than one agent and you are on a call that is running long, stay with the first
agent until the call ends. Do let the secondary agent know your status.
Instructions:
For any sessions where you are shadowing someone, please send THEM a meeting request. You will do this
New employee for EACH and EVERY shadow session. Contact the leads if you have questions. The meeting request should
shadows existing be in the following format:
agent (Day 4 - PM -
Shadowing) 22. Show As :: Free
d. This will remind them of their time shadowing with you but not block time that can be used for
customer calls with you
23. TO: Mentor
24. Subject: {Your name} is Shadowing {Mentor Name}
25. Location: {Your Name} will contact {Mentor Name}
26. Start Time & End Time: Date & Time as noted in attached.
27. Body:

New agent shadowing the mentor on all calls, cases, activities

DataBank Support Onboarding Breakdown 122

Name Details & Agenda
Shadow time

Mentors please include your mentees on any scheduled calls or call them direct / IM / share
your screen to review how you are working through your cases. Include any administrative
items you work on.

WEEK 4 – DAY 20 (FRIDAY) SESSION DETAILS & AGENDA

Name Details & Agenda

Agenda:
1. Take Class 9, 10, 11 & 12
a. CLASS 9. Batch Fields, Batch Totaling, OMR, Advanced Recognition

Presentation 28 Minutes

Student Guide

Demonstration 27 Minutes

Lab
b. CLASS 10. Advanced Batch Class Properties, Database Validation and Export,
Batch Manager

Presentation 42 Minutes

Student Guide

Kofax Training :: Demonstration 19 Minutes

Part 6
Lab
c. CLASS 11. User Profiles, Tracking, Report Viewer

Presentation 28 Minutes

Student Guide

Demonstration 15 Minutes

Lab
d. CLASS 12 Extending Kofax Capture

Presentation 29 Minutes

Student Guide

Demonstration 11 Minutes

Lab

DataBank Support Onboarding Breakdown 123

Name Details & Agenda
Information Section on Shadowing Agents
Agenda:
You will be paired up with an agent and work with them through any tickets, meetings, tasks they are
working on to get a feel for the work day. If a call is scheduled with a customer you are to join said call to
observe and participate if comfortable.
If you are scheduled with more than one agent and you are on a call that is running long, stay with the first
agent until the call ends. Do let the secondary agent know your status.
Instructions:
For any sessions where you are shadowing someone, please send THEM a meeting request. You will do this
for EACH and EVERY shadow session. Contact the leads if you have questions. The meeting request should
be in the following format:

New employee
shadows existing 28. Show As :: Free
agent (Day 5 - e. This will remind them of their time shadowing with you but not block time that can be used for
Shadowing) customer calls with you
29. TO: Mentor
30. Subject: {Your name} is Shadowing {Mentor Name}
31. Location: {Your Name} will contact {Mentor Name}
32. Start Time & End Time: Date & Time as noted in attached.
33. Body:

New agent shadowing the mentor on all calls, cases, activities

Shadow time

Mentors please include your mentees on any scheduled calls or call them direct / IM / share
your screen to review how you are working through your cases. Include any administrative
items you work on.

End of Week:
End of week touch base with leadership team
Agent Q&A/Review

WEEK 5 – HIGH LEVEL * C L I C K S E S S I O N N AM E F O R D E T AI L S

Day 21 - Monday Day 22 - Tuesday

DataBank Support Onboarding Breakdown 124
 ET SESSION NAME INSTRUCTOR ET SESSION NAME INSTRUCTOR
New employee shadows existing agent
Team Member 9:00 Register for Kofax Cert test Independent
9:oo (Day 6 - Shadowing)

DataBank Support (DS) Leadership 9:30

12:00 Leadership Team New employee shadows existing agent
Beginning of Week Check In Call Team Member
(Day 7 - Shadowing)
12:15 Get current discount code for Kofax Cert Independent Study

12:30 LUNCH BREAK LUNCH BREAK

1:30 Kofax Training :: Part 7 Independent Study 1:30 Kofax Training :: Part 8 Independent Study

Day 23 - Wednesday Day 24 - Thursday

SESSION NAME INSTRUCTOR SESSION NAME INSTRUCTOR

9:oo New employee shadows existing agent

Team Member
(Day 8 - AM - Shadowing) 9:oo New employee shadows existing agent
Team Member
(Day 9 - AM - Shadowing)

DataBank Support (DS) Leadership Middle

12:00 Leadership Team
of Week Check In Call
12:30 LUNCH BREAK 12:30 LUNCH BREAK
New employee shadows existing agent DataBank Support Weekly Team
1:30 Team Member 1:30 Weekly Team Call
(Day 8 - PM- Shadowing) Meeting

New employee shadows existing agent

3:00 Kofax Cert Test Independent Study 2:30 Team Member
(Day 9 - PM - Shadowing)

Day 25 - Friday
SESSION NAME INSTRUCTOR
New employee shadows existing agent
9:oo Team Member
(Day 10 - AM - Shadowing)

DataBank Support (DS) Leadership

12:00 Leadership Team
Check In Call
12:30 LUNCH BREAK

1:30 New employee shadows existing agent

Team Member
(Day 10 - PM - Shadowing)

WEEK 5 – DAY 21 (MONDAY) SESSION DETAILS & AGENDA

Name Details & Agenda

Information Section on Shadowing Agents
New employee
shadows existing
agent (Day 6 - Agenda:
Shadowing)
DataBank Support Onboarding Breakdown 125
Name Details & Agenda
You will be paired up with an agent and work with them through any tickets, meetings, tasks they are
working on to get a feel for the work day. If a call is scheduled with a customer you are to join said call to
observe and participate if comfortable.

If you are scheduled with more than one agent and you are on a call that is running long, stay with the first
agent until the call ends. Do let the secondary agent know your status.

Instructions:
For any sessions where you are shadowing someone, please send THEM a meeting request. You will do this
for EACH and EVERY shadow session. Contact the leads if you have questions. The meeting request should
be in the following format:
7. Show As :: Free
a. This will remind them of their time shadowing with you but not block time that can be used for
customer calls with you
8. TO: Mentor
9. Subject: {Your name} is Shadowing {Mentor Name}
10. Location: {Your Name} will contact {Mentor Name}
11. Start Time & End Time: Date & Time as noted in attached.
12. Body:
New agent shadowing the mentor on all calls, cases, activities

Shadow time

Mentors please include your mentees on any scheduled calls or call them direct / IM / share
your screen to review how you are working through your cases. Include any administrative
items you work on.

DataBank Support DataBank Support (DS) Leadership Beginning of week Check In Call
(DS) Leadership  Prep for Kofax test – on track for Wednesday? If not – adjust schedule
Check In Call
Email [email protected] for discount code

Get current For a discount on the class please contact Kofax training team ([email protected] ). See attached
discount code for example. You will need to send this a day ahead of registering.
Kofax Cert

Kofax Capture Exam Promo Code needed.oft

Kofax Training :: Kofax Training :: Part 7

Part 7
Agenda:
1. Take Class 13, 14, 15 & 16
a. CLASS 13 OCR Full Text and PDF Conversion

Presentation 24 Minutes

Student Guide

DataBank Support Onboarding Breakdown 126

Name Details & Agenda

Demonstration 11 Minutes

Lab
b. Class 14 Quality Control and VRS QC Later

Presentation 26 Minutes

Student Guide

Demonstration 11 Minutes

Lab
c. Class 15 Customization Options

Presentation 47 Minutes

Student Guide

Demonstration 20 Minutes

Lab

d. Class 16 :: Batch Class Export and Import, Form Design

Presentation 19 Minutes

Student Guide

Demonstration 7 Minutes

Lab

WEEK 5 – DAY 22 (TUESDAY) SESSION DETAILS & AGENDA

Name Details & Agenda

Register for Kofax Cert test

You will NEED to do this ahead of taking the certification test if you plan on taking it. We recommend
purchasing it at least one day before taking the test. Once purchased it can take some time for you to get
the voucher so you MUST do this ahead of the test day. See below and attached and contact leads if you
have ANY issues.
Register for Kofax Please note the following instructions to register for the Kofax Certificate test. It is recommended that
Cert test you do this prior to the day that you take your certificate

1. After validating the promo code was received from yesterday, the next step is to purchase a
voucher. Purchase the voucher for the exam by browsing to http://store.kofax.com. Click on Kofax
Capture on the left of the screen. Scroll down to Kofax Capture 10 Exam and click on the link and
purchase the exam using the following promo code to receive a 15% discount: XXXX (if given by
Kofax Training).
a. Keep a copy of this receipt so you can submit with expenses.
DataBank Support Onboarding Breakdown 127
Name Details & Agenda

b. http://store.kofax.com/store/kofax/list/categoryID.68033600

i.

c. http://store.kofax.com/store/kofax/en_US/pd/productID.242374300

You will receive an “e-voucher.” The voucher is your ticket to training. It will have a serial number which
becomes your e-voucher number when you select and register for the exam in the next step.
Information Section on Shadowing Agents

Agenda:
New employee
shadows existing
You will be paired up with an agent and work with them through any tickets, meetings, tasks they are
agent (Day 7 - working on to get a feel for the work day. If a call is scheduled with a customer you are to join said call to
Shadowing) observe and participate if comfortable.

If you are scheduled with more than one agent and you are on a call that is running long, stay with the first
agent until the call ends. Do let the secondary agent know your status.

DataBank Support Onboarding Breakdown 128

Name Details & Agenda

Instructions:
For any sessions where you are shadowing someone, please send THEM a meeting request. You will do this
for EACH and EVERY shadow session. Contact the leads if you have questions. The meeting request should
be in the following format:

13. Show As :: Free

a. This will remind them of their time shadowing with you but not block time that can be used for
customer calls with you
14. Subject: {Your name} is Shadowing {Mentor Name}
15. Location: {Your Name} will contact {Mentor Name}
16. Start Time & End Time: Date & Time as noted in attached.
17. Body:

New agent shadowing the mentor on all calls, cases, activities

Shadow time

Mentors please include your mentees on any scheduled calls or call them direct / IM / share
your screen to review how you are working through your cases. Include any administrative
items you work on.

Kofax Training :: Note: the test tomorrow! This extra time is mean for you to study and prep for the test. Let leads
Part 8 know before you leave today if you need more time to complete classes or if you did not get the
voucher from this morning’s registration

Kofax Training :: Part 8

Agenda:
1. Take Class 17, 18, 19 & 20 and Register to take Exam
a. Class 17 : Browser-based Deployment

Presentation 14 Minutes

Student Guide

b. Class 18 : Available Resources

Presentation 10 Minutes

Student Guide

c. Class 19: Kofax Capture Review

Presentation 60 Minutes

DataBank Support Onboarding Breakdown 129

Name Details & Agenda

Student Guide
d. Class 20: Prepping for Certification and Testing

Presentation 7 Minutes

Student Guide

Note: the test tomorrow! This extra time is mean for you to study and prep for the test. Let leads
know before you leave today if you need more time to complete classes or if you did not get the
voucher from this morning’s registration

WEEK 5 – DAY 23 (WEDNESDAY) SESSION DETAILS & AGENDA

Name Details & Agenda

Information Section on Shadowing Agents

You will be paired up with an agent and work with them through any tickets, meetings, tasks they are
working on to get a feel for the work day. If a call is scheduled with a customer you are to join said call to
observe and participate if comfortable.

If you are scheduled with more than one agent and you are on a call that is running long, stay with the first
agent until the call ends. Do let the secondary agent know your status.

Instructions:
For any sessions where you are shadowing someone, please send THEM a meeting request. You will do this
for EACH and EVERY shadow session. Contact the leads if you have questions. The meeting request should
be in the following format:
New employee
shadows existing
agent (Day 8 - 18. Show As :: Free
Shadowing) a. This will remind them of their time shadowing with you but not block time that can be used for
customer calls with you
19. Subject: {Your name} is Shadowing {Mentor Name}
20. Location: {Your Name} will contact {Mentor Name}
21. Start Time & End Time: Date & Time as noted in attached.
22. Body:

New agent shadowing the mentor on all calls, cases, activities

Shadow time

Mentors please include your mentees on any scheduled calls or call them direct / IM / share
your screen to review how you are working through your cases. Include any administrative
items you work on.

DataBank Support Onboarding Breakdown 130

Name Details & Agenda
DataBank Support (DS) Leadership AM Check In Call
DataBank Support
(DS) Leadership Mid-week check in
Check In Call 1. Call with Leads to see how it’s going!
2. Ready for Kofax test?
New employee Information Section on Shadowing Agents
shadows existing
agent (Day 8 - PM-
Shadowing) You will be paired up with an agent and work with them through any tickets, meetings, tasks they are
working on to get a feel for the work day. If a call is scheduled with a customer you are to join said call to
observe and participate if comfortable.

If you are scheduled with more than one agent and you are on a call that is running long, stay with the first
agent until the call ends. Do let the secondary agent know your status.

Instructions:
For any sessions where you are shadowing someone, please send THEM a meeting request. You will do this
for EACH and EVERY shadow session. Contact the leads if you have questions. The meeting request should
be in the following format:

3. Show As :: Free
a. This will remind them of their time shadowing with you but not block time that can be used for
customer calls with you
4. Subject: {Your name} is Shadowing {Mentor Name}
5. Location: {Your Name} will contact {Mentor Name}
6. Start Time & End Time: Date & Time as noted in attached.
7. Body:

New agent shadowing the mentor on all calls, cases, activities

Shadow time

Mentors please include your mentees on any scheduled calls or call them direct / IM / share
your screen to review how you are working through your cases. Include any administrative
items you work on.

Kofax Cert Test --- Good luck!

Kofax Cert Test
Finish early? Check with leads before heading out.

WEEK 5 – DAY 24 (THURSDAY) SESSION DETAILS & AGENDA

Name Details & Agenda

Information Section on Shadowing Agents
New employee
shadows existing
agent (Day 9 - AM - You will be paired up with an agent and work with them through any tickets, meetings, tasks they are
Shadowing) working on to get a feel for the work day. If a call is scheduled with a customer you are to join said call to
observe and participate if comfortable.
DataBank Support Onboarding Breakdown 131
Name Details & Agenda

If you are scheduled with more than one agent and you are on a call that is running long, stay with the first
agent until the call ends. Do let the secondary agent know your status.

Instructions:
For any sessions where you are shadowing someone, please send THEM a meeting request. You will do this
for EACH and EVERY shadow session. Contact the leads if you have questions. The meeting request should
be in the following format:

8. Show As :: Free
b. This will remind them of their time shadowing with you but not block time that can be used for
customer calls with you
9. Subject: {Your name} is Shadowing {Mentor Name}
10. Location: {Your Name} will contact {Mentor Name}
11. Start Time & End Time: Date & Time as noted in attached.
12. Body:

New agent shadowing the mentor on all calls, cases, activities

Shadow time

Mentors please include your mentees on any scheduled calls or call them direct / IM / share
your screen to review how you are working through your cases. Include any administrative
items you work on.

DataBank Support Weekly Team Meeting

DataBank Support 1. Web: https://global.gotomeeting.com/join/257241925

Weekly Team 2. Use your microphone and speakers (VoIP) - a headset is recommended. Or, call in using your telephone.
Meeting  Dial +1 (872) 240-3412
Access Code: 257-241-925
New employee Information Section on Shadowing Agents
shadows existing
agent (Day 9 - PM -
Shadowing) You will be paired up with an agent and work with them through any tickets, meetings, tasks they are
working on to get a feel for the work day. If a call is scheduled with a customer you are to join said call to
observe and participate if comfortable.

If you are scheduled with more than one agent and you are on a call that is running long, stay with the first
agent until the call ends. Do let the secondary agent know your status.

Instructions:
For any sessions where you are shadowing someone, please send THEM a meeting request. You will do this
for EACH and EVERY shadow session. Contact the leads if you have questions. The meeting request should
be in the following format:

13. Show As :: Free

DataBank Support Onboarding Breakdown 132
Name Details & Agenda
c. This will remind them of their time shadowing with you but not block time that can be used for
customer calls with you
14. Subject: {Your name} is Shadowing {Mentor Name}
15. Location: {Your Name} will contact {Mentor Name}
16. Start Time & End Time: Date & Time as noted in attached.
17. Body:

New agent shadowing the mentor on all calls, cases, activities

Shadow time

Mentors please include your mentees on any scheduled calls or call them direct / IM / share
your screen to review how you are working through your cases. Include any administrative
items you work on.

WEEK 5 – DAY 25 (FRIDAY) SESSION DETAILS & AGENDA

Name Details & Agenda

Information Section on Shadowing Agents

You will be paired up with an agent and work with them through any tickets, meetings, tasks they are
working on to get a feel for the work day. If a call is scheduled with a customer you are to join said call to
observe and participate if comfortable.

If you are scheduled with more than one agent and you are on a call that is running long, stay with the first
agent until the call ends. Do let the secondary agent know your status.

Instructions:
For any sessions where you are shadowing someone, please send THEM a meeting request. You will do this
New employee for EACH and EVERY shadow session. Contact the leads if you have questions. The meeting request should
shadows existing be in the following format:
agent (Day 10 - AM
- Shadowing) 18. Show As :: Free
d. This will remind them of their time shadowing with you but not block time that can be used for
customer calls with you
19. Subject: {Your name} is Shadowing {Mentor Name}
20. Location: {Your Name} will contact {Mentor Name}
21. Start Time & End Time: Date & Time as noted in attached.
22. Body:

New agent shadowing the mentor on all calls, cases, activities

Shadow time

Mentors please include your mentees on any scheduled calls or call them direct / IM / share
DataBank Support Onboarding Breakdown 133
Name Details & Agenda
your screen to review how you are working through your cases. Include any administrative
items you work on.

DataBank Support End of week – Lead Check in

(DS) Leadership 1. Call with Leads to see how it’s going!
Check In Call 2. Expectations for next week (week 6)

New employee Information Section on Shadowing Agents

shadows existing
agent (Day 10 - PM
- Shadowing) You will be paired up with an agent and work with them through any tickets, meetings, tasks they are
working on to get a feel for the work day. If a call is scheduled with a customer you are to join said call to
observe and participate if comfortable.

If you are scheduled with more than one agent and you are on a call that is running long, stay with the first
agent until the call ends. Do let the secondary agent know your status.

Instructions:
For any sessions where you are shadowing someone, please send THEM a meeting request. You will do this
for EACH and EVERY shadow session. Contact the leads if you have questions. The meeting request should
be in the following format:

23. Show As :: Free

e. This will remind them of their time shadowing with you but not block time that can be used for
customer calls with you
24. Subject: {Your name} is Shadowing {Mentor Name}
25. Location: {Your Name} will contact {Mentor Name}
26. Start Time & End Time: Date & Time as noted in attached.
27. Body:

New agent shadowing the mentor on all calls, cases, activities

Shadow time

Mentors please include your mentees on any scheduled calls or call them direct / IM / share
your screen to review how you are working through your cases. Include any administrative
items you work on.

End of day: Agent Daily PM touch base with leadership team

Q&A/Review • Review final shift starts next week!

WEEK 6 – HIGH LEVEL *NEW AGENT LIVE IN QUEUE SHADOWED BY OTHER AGENTS
Notes:
 Permanent shift and lunch schedules begin this week. If any change is requested to these you must have
approval from leads

DataBank Support Onboarding Breakdown 134

EMPLOYEE SHIFT BEGIN AND END TIMES
* Employee Time Zone = ETZ
Employee Name Date Shift Time (ETZ) Shift Time (Eastern)

LUNCH SCHEDULE

Day of the week TIME (ETZ) TIME (EST)

Monday
Tuesday
Wednesday
Thursday
Friday

WEEK 6 – HIGH LEVEL *New Agent live in queue shadowed by other agents

INSTRUCTIONS
The employee will start their final shift this week (week 6). Mentors will be assigned to shadow and assist the new
agent but all cases will be owned and worked by new agent with the help of their mentors.
1. SHADOWING SESSIONS
For any sessions where you are shadowing someone, please send THEM a meeting request. You will do this for EACH and
EVERY shadow session. Contact the leads if you have questions. The meeting request should be in the following format

INSTRUCTIONS
A. Show As :: Free
i. This will remind them of their time shadowing with you but not block time that can be used for customer calls with
you
B. TO: Mentor
C. Subject: {Mentor Name} is shadowing {Your name}
D. Location: {Your Name} will contact {Mentor Name} when assistance is needed
E. Start Time & End Time: Date & Time as noted in attached.
F. Body:
New agent is taking calls / cases and will have an assigned mentor who can review the case with them
and jump on calls to help.
If you are assigned as a Mentor:
23. You will be in WORK mode during this time while they are in READY mode.
24. You can chat and share screens while no calls come in but please do not tie up their line
unnecessarily as we want him to get incoming queue calls.
25. Please do your best to not schedule dial-ins during this time so that you can be available for
your mentee as they need. If that is not feasible review with the leads so they can either join
you on your existing call and lead the call or be paired with another agent.

Example:

*example oft here

DataBank Support Onboarding Breakdown 135

Example Employee’s Schedule:

Date Time (Eastern) Mentor

Date Time Range Team Member

*Example Screenshot Here

DAILY SCHEDULE WEEK 6 – DAYS 26 – 30

{employee name here}
Date Time (ETZ) Time (Eastern) Mentor
BEGINNING OF WEEK
Monday (Date) Start Time Start Time LEAD CHECK IN CALL
(LEAD)
30 mins after Start - Lunch 30 mins after Start - Lunch Team Member
Monday (Date) LUNCH TIMES 3:30 PM - 4:30 PM LUNCH BREAK
After Lunch - EOD After Lunch - EOD Team Member
Start - Lunch Start - Lunch Team Member
Tuesday (Date) LUNCH TIMES 3:30 PM - 4:30 PM LUNCH BREAK
After Lunch - EOD After Lunch - EOD Team Member
MIDDLE OF WEEK
Wednesday (Date) Start Time Start Time LEAD CHECK IN CALL
(LEAD)
30 mins after Start - Lunch 30 mins after Start - Lunch Team Member
Wednesday (Date) LUNCH TIMES 3:30 PM - 4:30 PM LUNCH BREAK
After Lunch - EOD After Lunch - EOD Team Member
Start - Lunch Start - Lunch Team Member
(ETZ) 1:30 PM – 2:30 PM WEEKLY TEAM CALL
Thursday (Date)
LUNCH TIMES 3:30 PM - 4:30 PM LUNCH BREAK
After Lunch - EOD After Lunch - EOD Team Member
END OF WEEK
Friday (Date) Start Time Start Time LEAD CHECK IN CALL
(LEAD)
30 mins after Start - Lunch 30 mins after Start - Lunch Team Member
Friday (Date) LUNCH TIMES 3:30 PM - 4:30 PM LUNCH BREAK
After Lunch - EOD After Lunch - EOD Team Member

GOOD TO KNOW: WEEK 6 – DAYS 26 – 30 SESSION DETAILS & AGENDA

1. A lead will schedule three check-in sessions this week (Monday, Wednesday, Friday). Following that the new agent
will begin their weekly one-on-ones with lead.
2. Things for the new agent to be cognizant of when going live in queue:
Things to remember:

DataBank Support Onboarding Breakdown 136

2. READY MODE: Now you will begin to go READY into the call queue. You will go into BREAK mode when you go to lunch
and BACK to ready for your afternoon session.

3. ANSWERING QUEUE CALLS:

A. Be prepared to answer “DataBank Support, this is ______{your name}____ how can I help you?”

B. Remember to get the customers:

i. Customer Info
ii. Name
iii. Email
iv. Phone
v. Description of Issue
C. Recall that if the customer’s company is not in ZenDesk yet, do not create the ticket. Just take down the
information gathered and email your mentor and the Leads.

D. If the Org IS in Zen but that customer is NOT, do create the new user. Make sure to enter in the phone number.

E. Pay attention to any Org Notes that have specific instructions for that customer. Example below

F. If you’re unsure that you remember how to place a call on hold and conference in your colleague or agent, start
the session with a trial conference session where you test this out.

G. These keys ONLY work on queue calls.

i. Conference: to pass a call with a quick conversation to your colleague.
Press 2 to switch a call to another agent - puts customer on hold, and when you hang up it switches the
call and frees up your phone line for the next Q call. If an agent does not answer or otherwise indicates to
take a message you can press * to recover the call.
1. Example: 2 3282 - will transfer the call to Aubrey with an opportunity to introduce the caller or
provide background
ii. Transfer: to pass a call with no warning.
Press # to transfer the call to another agent. THIS IS NOT THE PREFERRED METHOD. This is an immediate
transfer.
1. Example: # 3282 - will transfer the call to Aubrey and disconnect your line
H. Make sure for the entire day that you are logged into Both ControlMaxx
(http://phonecontrol02.smoothstone.com) and the Smoothstone site. http://phoneportal.smoothstone.com/

DataBank Support Onboarding Breakdown 137

 I. Recall that if you forget someone’s extension, you can look this up via the directory in Control Maxx.

4.Bookmark the following Help Center Articles:

A. Team Info:
 DataBank - Support Agent Schedules
B. Contact Information:
 DataBank Contacts
 DataBank - Vendor Support Contact Information
C. Procedural:
 Zen - Support Tag Reference Sheet
 DataBank - After Hours Support Guidelines
 DataBank - Fielding Calls NOT Handled by DataBank Support
 DataBank - Scanner Issues, Service & Sales Procedures
 Phone - Queue Call Transfers
 DataBank-Support Email Templates
 Zen - Reference Guide for DataBank Support
5.WORKING CASES:
A. You will be paired up with an agent who shadow YOU on any calls that you will need assistance with. They
will stay in WORK mode and be prepared to join you on calls as needed.

B. For any calls that you schedule, include your assigned mentor. If there is a conflict in their availability, please
review with leads so they can make another agent available as needed.

DataBank Support Onboarding Breakdown 138