The foundation of Vision is location based. Everything from a subscriber to hardware is stacked on top of a location. Based on your role, you are involved in different cycles of learning. Software transitions can be complex; however the Support Team is here to lead your team into the transition. We will help build processes and best practices within the system. Listed below are outlines of training sessions the Support Team facilitates. Training will fluctuate based on need, and each training will build upon the next. Practicing these skills will be built into the training and we highly recommend spending time in the system on these touchpoints. The training courses are meant to facilitate questions and that steers us to understand what topics to address next.
The following outline is meant to be a guide as to what will be covered over the course of training. Topics listed will be covered in the corresponding sessions. At the start of the implementation process it is beneficial to have a basic understanding of training and what curriculum will be covered. This allows participation to be engaging and valuable for each employee in attendance.
Key Training Support Items:
Homework- For the course of the training, create a test subscriber in the system. If you use your info as a test subscriber account, we will error out the account later. Practice taking action in the system such as, adding a ticket adding notes in the ticket and assigning a user. This will also be a great way to follow along during training.
The Support Center- Refer to the Getting Started Guide while you are getting acquainted with the system. Take note that navigating the Support Center is set up like the software.
Point-of-Contact- Your company’s Vision POC will be your go to for day to day questions and assistance.
Support Emails- Refer back to support emails sent out during your training and transition period.
Every tool in Vision is going to become more familiar as you work in the system. Vision is designed to be clickable. As a tip, you can always right click to open a page in a new tab, and you can always click the back button. If you would like to watch a video going over the layout of Vision check it out here.
Subscriber Account Overview
If you would like to watch a video about how to add a subscriber, service, and payment check it out on our Youtube Page or click the image below.
Other Commonly Asked Customer Service Questions
In Vision there are a couple ways to search for data, including the super search and dashboard search tools.
The top header Super Search returns results for many data points in the system such as addresses, subscriber name, subscriber IDs, contact information, invoices, tickets, hardware, circuits, warehouses, vendors, purchase orders, manufacturers, IP addresses, workflows, and more.
The Dashboard search field labeled Search Subscribers will search specifically for subscriber information, such as names. This can be found on every user dashboard.
Vision lets you edit your personal search standards in User Settings. Those settings will be saved going forward unless you updated your selections. These settings will improve your Super Search results.
The advanced search icon allows you to narrow your search by choosing from page-specific categories: Subscribers, Locations, Tickets, Hardware, Circuit Segments, Circuits, Users, Warehouses, and more.
The search tools are helpful when looking for a subscriber or equipment is easier with every piece of equipment is inventoried through the system to make tracking and knowing where everythings is better.
The Subscriber Portal is a secure online site where a subscriber can log in to manage parts of their account including payments, services, contact information, tickets, etc.
The Portal is built to be a slimmed-down version of Vision’s internal system to speed up the ease of navigation and to avoid the need for representatives to learn a new or different site.
It is designed to be mobile friendly/mobile-first. Subscribers do not need to download a separate app on their device.
Your Portal site is set up to match your branding styles, color, and include your logos.
To watch a video about the Subscriber Portal and to get a better understanding of the tasks the port can do check it out below.
Any update made on the account by the subscriber in the Portal, such as payments, service changes, contact information, etc. is marked as a record on the Subscriber’s Account history under the ALL tab.
Under Network Events we added an event named New Subscriber Transition. Within that event we added your subscriber portal information, URL, and helpful screenshots in case you need a reference.
Actions from the Subscriber Portal:
Portal Tab
Understanding Workflow Basics- Example Workflows
Processes Displayed on a Subscriber Account page
Viewing Tasks Associated with a Workflow
What is a task?
What is a field?
What is a function?
Working a Task
Working a workflow starts with proactively working your tasks. This will be a continuous learning cycle.
Scheduling a Dispatch
Service Areas are geographical areas defined by the service provider. Within each area, Service Offers are built to make available for purchase. All potential subscribers within the Service Area have the option to purchase these offers or sign up for interest packages in the Public Shopping Cart.