Staff Level Training Presentation Customer Management Contents Getting Started system overview System Navigation Working with Job Seekers Working with Employers Using TouchPoints Using Dashboards ID: 689205
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Slide1
State of Washington
Customer Management
Staff Level
Training PresentationSlide2
Customer Management: Contents
Getting Started (system overview)
System Navigation
Working with Job Seekers
Working with Employers
Using TouchPoints
Using Dashboards
ETO Engage
Impersonation
Utilizing
ReportsSlide3
Customer ManagementSlide4
Support:
witsupport@monster.comSlide5
User RolesSlide6
Accounts – you may create your own accounts or use the below:
The Job Match accounts below are provided so student can create information in Job Match and see how it integrates into Customer Management. However, in production,
there is no need to have access to a Job Match account and password
as staff can use the impersonate feature in Customer Management.Slide7
Terminology
Participant
Member of the target population; a recipient of service, known as
a
job
seeker
in
the WorkSource solution.EntityA subject (typically third party) that impacts job seekers (e.g., employers, recruiters
or
service providers
.)
TouchPoints
A touchpoint is an electronic form for collecting data in Customer Management. Data entered by job seekers and employers in
Job Match is
integrated in real time into Customer Management via touchpoint forms. Staff will also use touchpoints to capture data details for a variety of reasons, e.g., to record case notes, goal plans and progress, attendance, pre and post exams, as well as other types of information. All touchpoint data is reportable.Slide8
secure.etosoftware.com
Navigate to Customer Management
Initial Login:
On first login, user
will be required to enter their email address and change password.Slide9
9
Login Difficulties
Using the Wit accounts:
User Name: wit1@esd.com
through
wit45@esd.com
(multiple users may be logged on to the same account)
Password: 0lympi@ (where the 0 is a zero
)
Please request that users do not change the passwords for the wit accounts
Slide10
System Navigation
Site and Office Location (program)
Navigation Methods
Search functions: quick search, fly-out and navigation bar
To Do List
Messaging
Dashboard Navigation
My Dashboard
Job Seeker DashboardShortcutsHands-On Activity Slide11
Working with Job Seekers
Review:
Searching for Job Seekers
Access Job Seeker dashboard
Access Job Seeker View/Edit page
Access Job Seeker TouchPoint Review page
Serving Offices
Add Job
seeker into an Office LocationAudit ReportHands-On ActivitySlide12
Working with Employers
Employer Search
Employer and Recruiter dashboard
Employer and Recruiter account page
Making edits to employer or recruiter account
Dismiss employer
Hands-On ActivitySlide13
Using TouchPoints
Review TouchPoints
Job Seeker TouchPoints integrated from Job Match
Record a TouchPoint
Date
of Next Contact
Primary / Secondary TouchPoints
Multiple Subject TouchPoints
Edit TouchPointTouchPoint TopologyHands-On ActivitySlide14
Using Dashboard
Standard Dashboards
User Dashboard (My Dashboard)
Job Seeker Dashboard
Employer Dashboard
TouchPoint Dashboard
Dashboard Customization – on hold until at least six months of productionSlide15
ETO Engage
Self-Service email
Direct Connect
Send or schedule a phone call
Send or schedule a text message
Settings
ReportsSlide16
Impersonation
Impersonate a Job Seeker
Impersonate a Recruiter
Return to Customer Management Slide17
Utilizing Reports
View Reports
Reporting RoleSlide18
User RolesSlide19
Accounts
Staff Supervisors:
staffsupervisors@esd.com
staffsupervisors12#
Enhanced Staff
enhancedstaff@esd.com
enhancedstaff12#Slide20
Addendum
Features Available to Enhanced Staff:
Merge Job Seekers
Merge Employers
Query Wizard
Batch Uploads
Features Available to Staff Supervisors
Review Staff To Do
View Confidential Case Note