Knowledge Center:
The Process
Proprietary © 2010 cumulusIQ
1. An online support system provides continuous support
to the user community.
2. Providing automated support to users dir...
What did they tell me
in training I was
supposed to do
here?
The Typical User
3
Typical SAP Super User Support Process
4
Fact:
Based on a recent national survey - 81% of the survey
respondents indicated that the majority of the Super User’s
ti...
How many times
do I have to
answer this
question?
The Typical Super User
6
1.How does the Super User remain balanced between
their actual job and the additional Super User role
they are assigned?
2...
Solution: SAP User support with
CumulusIQ Knowledge Center
8
Benefits:
- On-Demand, Anytime, Anywhere
- 24/7x365 Days
- Sc...
9
The Knowledge Repository
• Smarter Support = Improved Productivity
• Online, On Demand, 24/7x365
• User friendly, easy to use
• Self service, self ...
Contact Us
cumulusIQ.com - (610) 849 5055
Monty Kalsi – Founder/CEO
mkalsi@cumulusIQ.com
Jeff Tyler – SVP
jtyler@cumulusIQ...
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Knowledge Center

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Knowledge Center

  1. 1. Knowledge Center: The Process Proprietary © 2010 cumulusIQ
  2. 2. 1. An online support system provides continuous support to the user community. 2. Providing automated support to users directly affects the first tier support burden of the Super User. 3. Result:  A support solution that allows the Super User to devote more time to their primary work responsibility.  And users to get online, real time, on-demand support. 2 CumulusIQ Knowledge Center - Support On-Demand
  3. 3. What did they tell me in training I was supposed to do here? The Typical User 3
  4. 4. Typical SAP Super User Support Process 4
  5. 5. Fact: Based on a recent national survey - 81% of the survey respondents indicated that the majority of the Super User’s time - in SAP support - was spent on training, with individual training (also known as first tier support) being the most common task for the Super Users Insite Objects, Inc, Houston TX, 2008, 2009 5 What the Super User experiences
  6. 6. How many times do I have to answer this question? The Typical Super User 6
  7. 7. 1.How does the Super User remain balanced between their actual job and the additional Super User role they are assigned? 2.And how can this be done without a.) burning out the Super User or b.) causing issues with their direct superiors? 3.How does the user get the support they need, when they need it and be productive? 7 The Problem: Balancing Workloads/Improving Productivity
  8. 8. Solution: SAP User support with CumulusIQ Knowledge Center 8 Benefits: - On-Demand, Anytime, Anywhere - 24/7x365 Days - Scalable - SaaS Delivery - Public or Private Cloud - Secure
  9. 9. 9 The Knowledge Repository
  10. 10. • Smarter Support = Improved Productivity • Online, On Demand, 24/7x365 • User friendly, easy to use • Self service, self help enablement • User empowerment • Knowledge Base grows with common questions and company-specific business process knowledge 10 The Future of Support
  11. 11. Contact Us cumulusIQ.com - (610) 849 5055 Monty Kalsi – Founder/CEO mkalsi@cumulusIQ.com Jeff Tyler – SVP jtyler@cumulusIQ.com 11

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