End User Training

The UsefulFeedback power user training course has been designed for all staff with responsibility for managing casework. The course will give participants a thorough understanding of all case management and also contact management features.

Introduction to UsefulFeedback

User Information and Preferences:

• Sign in page
• Forgotten Username and Password
• Changing Contact details
• Delegate access
• Act for 3rd party
• Changing User preferences
• Contact a colleague

Recording feedback:

• Recording feedback
• Searching for a registered contact
• Recording a new feedback
• Registering feedback for an unregistered customer

Manage a case:

• Managing (processing) a case
• Manage Screen
• Form/case details
• Edit case details
• Case access privileges

Feedback process:

• 'What's next' and 'What’s done' areas
• Accepting a feedback
• Reassigning case to an officer
• Assigning feedback when it is not assigned
• Route cause analysis
• Sending Acknowledgement by letter/email
• Getting comments from another team or officer
• Complete a task
• Sending final response
• Recording an outcome on a feedback
• Escalating a complaint to the next stage
• Dealing with Ombudsmen
• Basic reporting