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Knowledge Creation and Re-use
Integrated Workflow
100
These are the four different ways CSEs can use to collaborate in the new GTC Service Delivery model.
Urgent, Non Urgent, Sneakernet and Post to Tech Zone
100
The name of the system that leverages multiple criteria to route the case to the right engineer.
The Business Rules Engine (BRE)
100
When you use the Sneakernet option, you collaborate with a known individual. When you use Tech Zone, you collaborate with this.
The TAC Community
100
CSEs can use this tool to grow their expertise as they create content and knowledge.
Tech Zone
100
The new single log in user interface that gives CSEs all-in-one-access to GTC’s collaborative tools and the Case Management functionality.
My Work Zone
200
This is what fuels the four delivery channels (Smart, Web, Community, TAC)
TAC Knowledge
200
To help ensure that cases are matched with the right engineer, CSEs should do this at least every 90 days.
Work with your manager to update your CSE skills profile.
200
This is the main difference between CaseMon non-urgent collaboration and Tech Zone.
In CaseMon there is an owner, in Tech Zone there is not.
200
These are awarded to TAC engineers whose content is deemed valuable by other CSEs.
Kudos
200
The view in My Work Zone that provides critical case details in an easy-to-read user interface.
Case Console View
300
The phrase used to describe the “boundary-less” organization we are striving to become.
The Global Borderless TAC
300
This tool requests information about the best match for routing from the BRE.
CaseMon
300
When opting into non-urgent collaborations within CaseMon, CSEs have the option to take either of these two roles.
Key Contributor or Participant
300
If you don't get help within Tech Zone in a timely manner, this feature prioritizes your issue so that it goes to the top of the discussion board.
"Raise Your Hand"
300
The three tools that Case Console View in My Work Zone replaces.
XML Kwery, Case Kwery Tool and CSE Workbench
400
Two of the customer impacting metrics which will be positively influenced by the new Service Delivery model.
Customer satisfaction or MTTFR or transfers
400
CaseMon sorts work within CSEs’ queues based on these four criteria.
(1) Severity, (2) Work Type, (3) CSE Skill Proficiency - from High to Low and (4) Time-in-Queue
400
The incentive for engineers to formally leverage the Sneakernet feature within CaseMon.
The ability to track and give a colleague credit for the collaboration
400
The name of the location where nuggets of information CSEs create and post are stored.
The Tribal Knowledge Base
400
The My Work Zone functionality that enables users to view items, including cases, based on the filtering criteria they select.
Customize View (or Custom Views)