DataFusion Checklist

Module Objectives: At the completion of this self learning module the user will have a better
understanding Datafusion. This course will only provide refresher training for agent already on the floor and will
not be meant for new hire training.

Topics Covered in this Module:

Install & Configure

Accounts Search

KA Search

Field Search

Customer Search

Case Search

Axeda Search

Datafusion Page 1

Install & Configure

Installation Link: \\pamys020cs01\mys02-group\KLTSC\Datafusion

Run the Setup.exe found under the Datafusion folder.

Note:
Prior access to KLTSC folder is needed to be able to get the application installer.
Admin rights is needed to install the Datafusion application.
If prompted for software upgrades, please make sure to click on "OK" or "Yes".
Application Interface:

Menu Bar: Contains a quick search box that is able to use the search string provided to search for matching fields under all
categories.

Action Buttons:
Accounts: Used to search for customer account.
KAs: Used to search for Knowledge Articles
Employees: Used to search for SAP users [TSC Etc.]
Customers: Used to search for customer employee accounts and contact information.
Fields: Used to search for field representatives [e.g. IA, IE and FST].
Cases: Used to search for existing cases.
Axeda: Used to search for cases via Axeda.
Options: This is were you will be able to customize you Datafusion application.
Trending Issues: Offers user the capability to know the trending issue received by TSC. This report can be customized, filtered and
exported.

Datafusion Page 2

Accounts Search
The Account Menu is used to search for customer accounts in the system. Typing a keyword the system cross references it to
several field including but not limited to the following:
Account Number
Site ID
Account Name
Type
Telephone
City
Country
IDN Code

After typing the search string and hitting the search button the list of sites will appear at the Account Search Results area. To
pull out the customer account information simply press the green folder icon. Another tab will open containing details pertai ning
to the chosen site. Please note that if there is only one search result matching the provided string it will automatically op en the
customer information in another tab.

Account Overview Tabs:

Time: Shows the local time on the site.

Information: General account information including but not limited to Account Number, Site ID, Name, Customer Type,
Country and Region.

Datafusion Page 3

Country and Region.

Region Alignment: Provides a list of POC for the selected sites. [FSM, TSC Lead and TSC Manager]
Special Handling Notes: Customer specific instructions which may include instructions for case escalation and system
credentials.

Trending:

Case Counts: Provides a visual bar graph for the type of cases for the site. Customize option are available for Group By
and Calculate By. Print and export options are also available.

Problems [Last Month]: Provides a visual pie graph of the trending issues for the site.
Knowledge Articles [Last Month]: Provides a visual pie graph of knowledge articles used.
Cases:
Case Information: General case information including Case Info, Device Info, Symptoms, Case Checks and time frame.
Case Notes: Provide the notes added on the case.
Cases: Provide a list of cases associated with the chosen account. Cases older than 1 year will no longer appear in the list.
Devices:

Device Info: Provide a summary of details associated to a device.

Device Search Result: Provides a list of device available for dial-in to the site. Field available are as follows
Device Name, Device Type, Device Status, IP Address, MAC Address, Windows, Last Contacted, Remote Connection Status
and Connection Status.

Legacy:

Datafusion Page 4

Legacy:

The Legacy Tab shows the information previously available on legacy application Comm Data, VPN and RAS. Using this tab is
useful checking for passwords for certain devices.
Field:

Field Information: Provide the field information in a readable format.

Latest Service Orders: This feature is not yet implemented as of June 3, 2015
Field: Provides a list of field representatives associated with the customer site. Information such as their telephone
number and email are available.

Customers:

Customer Information: Provide the customer information in a readable format.

Customer Search Results: Provides a list of hospital staff associated with the customer site. Information such as their
Name, Email and Telephone Number is available.

Datafusion Page 5

ES Forms:

The ES Forms tab allows easy access to Implementation Forms for site using the ES system.

Datafusion Page 6

KA Search
The KA Menu is used to search for Knowledge Articles for use on resolving customer cases. This menu option also allow the
user to filter the results for a more accurate troubleshooting.

Search Criteria:
Product: Make sure to choose the correct product type from the drop down menu to yield relevant search results.
Search Term: You will be given an option to choose AND [Match all the search terms] and OR [Match some of the search
term].
Limit: Indicates the maximum search results to display un the Knowledge Article field.
Symptoms: Subdivides the matched KAs per product version and Type.
Problem Description: Provides a brief description of the issue tackled in the chosen Knowledge Article.
Solution: Provide a detailed description of the issue as well as provides instructions on how to solve the issue. Depending on
the issue KAs might have attachments associated to them. Users are offered the option to flag the case as a favorite. A Find
Cases button is also available which is used to pull out cases resolved with the said KA. Note that this will a Case Search tab
with the KA # as a search string.

Knowledge Articles: Provides a list of KA that match the search criteria. Information such as KA Number, Device Type,
Summary, Problem Description and Problem Type are shown.

Datafusion Page 7

Employee Search
The Employee Menu is used to search for Employees using SAP. This menu option provides more details on employees
including but not limited to schedules and contact information.

Search Criteria: Typing a keyword the system cross references it to several field including but not limited to the following:

Name
Role
Manager
Email
SAP User Name
Contact Number

Employee Particulars: Provide the employee information in a readable format. Clicking the Add button the employee will be
added to your favorite list. There is also an option to pull the cases under the employees name by clicking the Find Cases
button. Chat can also be engaged through the same page. You will also be able to view the schedules if the chosen employee is
under TSC.

Employee Search Results: Displays the list of employee accounts that match the search criteria provided by the user. The
button Find Cases [All] is available which will allow you to view all the cases for employees in the employee search results,
please note that this will open a new case search tab with the agent details a part of the search string. Export option is av ailable
for this field.

Datafusion Page 8

Field Search
The Field Menu is used to search for Field staff . This menu option provides more details on field representatives
including but not limited to their roles and contact information.

Search Criteria: Make sure to choose the correct field position under the drop down menu if known. Typing a
keyword the system cross references it to several field including but not limited to the following:

Account ID
Account Name
Employee ID
Name
Contact Number

Field Representative Particulars: Provide the field representative information in a readable format. There is a
chat option that can also be engaged through the same page.
Employee Search Results: Displays the list of field representative accounts that match the search criteria
provided by the user. Export option is available for this field.

Datafusion Page 9

Customer Search
The Customer Menu is used to search for Employees using SAP. This menu option provides more details on employees
including but not limited to schedules and contact information.

Search Criteria: Typing a keyword the system cross references it to several field including but not limited to the following:

Account Number
Account Name
Name
Email
Contact Number

Customer Particulars: Provide the customer information in a readable format. There is also an option to pull the cases under
the customer's name by clicking the Find Cases button.
Customer Search Results: Displays the list of customer accounts that match the search criteria provided by the user. The
system will also provide the Account Number to which the customer is associated to. By clicking the Account Number hyperlink
the system will open a new Account Search window with the customer's account number in the search string. Export option is
available for this field.

Datafusion Page 10

Case Search
The Case Menu is used to search for existing cases in SAP. This menu option provides the case detail which includes but is not
limited to Note, Status and Agent's Name.

Search Criteria: Typing a keyword the system cross references it to several field including but not limited to the following:

Case Number
Account Name
Description Customer
Agent Name
Device Type

There are 2 additional fields that can be use to further limit the result before hitting the Search button. The Date Range option
limits the results shown from an start to an end date. The Product drop down menu allows user to choose a target product for
the require search.
Case Info: Provide the case information in a readable format. Both the Case Information and Notes are available through
this frame. By clicking the Add button the case will be added to your favorite list. The Find Similar Cases button searches for
cases with the same Problem Type and Symptom within the same tab.
Case Search Results: Displays the list of cases that match the search criteria provided by the user. Export option is available
for this field.

Datafusion Page 11

Axeda Search
The Axeda Menu is used to search for devices in Axeda. This menu option provides the device details which includes but is not
limited to Device ID, Device Name, Device Type and IP Address.

Search Criteria: The search option give users the ability to find devices via 3 categories.

Search IP
Search Name
Search Serial
Device Info: Provide the device information in a readable format. Reason is where you need to indicate the purpose of the
remote session or case number before choosing a Desktop or Webpage access to the device. Desktop will automatically
initiate the remote session. Webpage will open the Axeda page of the device.
Device Search Results: Displays the list of devices that match the search criteria provided by the user. Export option is
available for this field. The following fields are show in this frame:

Device Name: Axeda path location of device.

Device Type: Device Information
Device Status: Status of device connectivity
IP Address
Last Contacted

Datafusion Page 12