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Using iHelp to Help Users Help Themselves in Siebel CTMS
1. Using iHelp to Help Users Help
Themselves in Siebel CTMS
February 21, 2013
Parambir Singh
Vice President of
Clinical Trial Management Solutions
BioPharm Systems
Richard Gavan
Consultant
BioPharm Systems
2. Welcome & Introductions
Param Singh
Vice President of Clinical Trial Management Solutions
BioPharm Systems, Inc.
• CTMS practice head since 2007
– Expertise in managing all phases and styles of clinical trials
– Leads the team that implements, supports, and enhances Oracle’s
Siebel Clinical and LabPas solutions
• Extensive Siebel Clinical implementation experience
– 11+ years of experience implementing Siebel Clinical
– 30+ implementations and integrations
– Spearheaded the creation of ASCEND, an official Oracle Accelerate
Solution for Siebel Clinical
psingh@biopharm.com | (210) 454-5192
3. Welcome & Introductions (cont.)
Richard Gavan
Consultant
BioPharm Systems, Inc.
• Specializes in system documentation and training
– Created the iHelp content package for ASCEND
– Maintains, edits, and customizes training materials for
BioPharm clients
– Delivers Siebel Administration and iHelp Administration
training courses
– Provides administrative, help desk, and testing support for
clinical applications
rgavan@biopharm.com | (650) 292-5332
4. Welcome & Introductions (cont.)
CTMS Practice Services
Implementations
Manage implementations of Siebel
Clinical, Siebel Clinical ASCEND, and
Oracle Health Sciences LabPas.
Integrations
Build interfaces between Siebel Clinical
or LabPas and other clinical and non-
clinical systems.
Training
Develop and/or deliver standard and
custom training classes and materials.
Process Guidance
Provide insight, advice, and solutions
to specific clinical trial management
issues.
5. Agenda
• Approaches to Siebel Training
• What is iHelp?
• Key Benefits
• Use Cases
• Demo
• Administering iHelp & Developing Content
• Summary
• Q&A
• Additional Resources
6. Approaches to Siebel Training
• Instructor-Led
– Classroom style training with hands-on practice
– One-on-one training with hands-on practice
– Remote training (web conference)
• eLearning and computer based training modules
• Lectures/Seminars
• Self-Guided
– Documentation, such as user manuals and work instructions
• Combination of methods
7. What is iHelp?
• An in-application on-screen tool that is…
– Context-Sensitive (knows where you are)
– Interactive (shows you what to do)
– Highly configurable (customized to your organization)
• Opens up in the Action Pane
– Left-hand pop-out panel of any screen for which an iHelp
article exists
• Step-by-Step Instructions
– Includes direct links to screens/views required for task
– Highlights fields and buttons
– Branches based on custom business logic
– Can include links to external resources
8.
9. Key Benefits – End Users
• Available on-demand, directly in the Siebel application
• Content is 100% relevant to each organization
• Internal screen/view links move users to where they need
to be to perform the task
• Field and button highlights show users which fields they
need to be working with at a particular step
• Branching feature allows content to adapt to user actions
• Hyperlinks connect to external resources
• Reduces help desk support calls by empowering users to
help themselves
10. Key Benefits – Administration
• No back-end configuration needed – all articles can be
created and maintained through front-end user interface
• Can be edited and tested in a live environment without
affecting end-user experience
• Completely scalable
• Little-to-no performance impact
• Individual articles can be easily imported and exported
from one environment to another through the UI
• Batch import/export available via Siebel’s ADM tool
11. When is iHelp Useful?
• Guide users through tasks of varying length
– Short – Data entry (e.g., enter a new subject for a site)
– Medium – Administration/management tasks (e.g., creating
protocols)
– Long – More complex tasks that span multiple screens (e.g.,
creating state models)
• Provide tips and reminders
– Can set up short iHelp items listing a few tips and reminders
(e.g., “Search Tips”)
• Support beginner and advanced users
– New users: Guide them through tasks until memorized
– Experienced users: Remind them how to do tasks rarely performed
13. Administering iHelp & Developing Content
• Organize steps using a java-based workflow editor in the
Designer view
• Enter content using an iHelp form applet in the explorer tree
14. iHelp Lifecycle & Version Control
• iHelp items appear as a set of records with different
versions and statuses
Active
Deactivated
In progress
Create New
iHelp
Deactivate
or Revise
Deactivate
Revise
Outdated
(old version)
15. Summary of iHelp Features
• A context-sensitive, interactive and completely customizable
help system featuring internal links to screens/views, field and
button highlighting, and adaptive “branching” functionality
• Assists users with short tasks and longer processes: instructs,
guides, and reinforces prior learning
• Allows for well-placed tips, reminders, and links to external
resources
• Empowers users to help themselves and reduces amount of
support needed for Siebel users
• Minimal impact on system performance
• Easy to scale to match your user base
16. How BioPharm Can Help
• Services
– Demonstrations
– Workshops
– Training analyses
– Custom training development
– Custom training delivery
– Conversions of existing training materials into iHelp articles
• Products
– Siebel Clinical iHelp Package (30+ articles)
– iHelp Administration Training Course
– Access to BioPharm’s sandbox environment
