Premier One User Notes

Premier One Customer Service Request (CSR) System Version 4.2.0.1 User Notes

Welcome to Premier One. The following are a few tips designed to help you maneuver through the system easily until you are familiar with Premier One.

Once you have logged into the system, go to the user information area:

  1. Click on your name,
  2. Edit hand, "personal information"
  3. Beside "password" click on the word "change".
  4. Change your password from here.
  5. Save

You will see large green letters if you have saved your password correctly. Success-Your password has been successfully changed.

Note: The password you choose should be something easy for you to remember. You will use this password to log into the system from now on.

  • New Password:

Address, Phone & Email

Please enter only work information in this section.

Home Page Configuration

To arrange the positioning of the portlets to be most useful to you:

  1. Your Name
  2. Edit hand, Home Page Configuration
  3. Select number of columns you would like
  4. Select the order to display portlets, portlets are organized left to right, then down. The upper left hand corner is the first portlet on the list.
  5. Save

You will see in large green letters that your changes have been saved. Success-Your changes have been saved

Setting up "My Links"

To set up commonly used links:

  1. Your Name
  2. Edit hand, My Links
  3. Create User Link

From this point you will click on the box beside Motorola, at the top of the page and open a new search window. Enter the address site for the link you wish to create. Copy the address. Go back to the Premier One page and paste the address at *Link URL box. Name your link, *Link Name, choose the type of link it is, *Link Type and enter the order in which you want the link displayed, *Display Order. Please remember this is to set up "My Links". The Useful Links portlet has "Useful Links" and "My Links".

Setting Up Frequent Searches

Searches that are performed frequently can be created and saved in your "My Searches"

  1. Advanced (located beside the knowledge based search bar in the User Information Area, enter information related to the search you wish to perform.
  2. The search can be narrowed down by clicking on "Filter", uncheck the areas for which you do not wish information.
  3. Save search. You will then fill out the information about the search such as name, list order, etc.

You will be able to access this search at any time by going to the My Searches portlet and clicking on the search name. The results of this search are refreshed at the rate that was entered on the preference section of the User Profile.

Searching for Specific Service Requests (Query)

There are several places from where a specific service request (SR) can be searched.

  • From the search bar in the User Information Area-Click in the box and enter the SR number.
  • From the Service Request Tab by hovering over and clicking on the sub tab, "SR Search".
  • From the Service Request Portlet-Manage SRs, enter the SR number in the available box.

Creating Service Requests

To create a Service Request hover over the Service Request Tab with the cursor, click on the sub-tab, "Create Service Request". A blank Service Request template will appear. Enter the information for the service request s done now. Participant information can be found by clicking on the participant tab located at the top of the SR screen. If there is no information available on the participant, the information will need to be added. 

To add new participant information you will need to click on "add participant" in the Task Pane area. This area is the left, gray area, of the screen.

Call center agents will create SRs from the "Contact Center" Portlet.

Task Pane Area

The task pane area of the screen is colored gray. In this area you can perform a number of tasks relating to the SR you are working on. The tasks available will vary depending on what's being done. The "save" option is always in the task pane. Save all SRs in the Task Pane.

My Activities Portlet

Service Requests that have been assigned to you will appear in the "My Activities" portlet. By clicking on the SR number located in the activities column of the table you can pull up all the information related to that particular SR. This information will appear in a table. There are tabs listed above the "My Activities" table:

  • Activities
  • Attachments
  • Messages
  • Participant
  • Related SRs
  • Service Request

By clicking on the Activities tab then clicking on the information within the activities column, you will be able to enter a description of what actions were taken. The dropdown located in the outcome area lets you choose. Choose the appropriate description for the outcome of this request. Enter in the comment area a description of the actions taken. Click "update" at the bottom of the screen. 

The outcome for the particular SR will show in the Outcome column of the table. This action will then be removed from your activities list. This is how you would, "close out" a request.

Searching for Knowledge Based Information

Knowledge Based Information is what was previously known as "Information Reference". To search for Knowledge based information simply enter a key word into the search bar in the User Information Area. Click "Go"

How to Query SRs

There are several different methods to search (query) SRs. They can be searched by SR number in the home screen. Enter the SR Number into the manage bar in the Service Request Portlet. You can search by SR type by clicking on the Service Request Tab. This will take you to the service request search screen. 

From this screen you can enter SR type, date range, who created the SR, if the SR is open or closed, among other choices (see the Service Request Search Screen). Also, by clicking on the advance search (show) option you can search by address (enter only the house number and street name) you can search by flex question if you go to the bottom of the screen. The middle value will always be "contains". Choose the flex note and the answer to include in the search.