An important aspect of any successful WISEflow implementation is ensuring that end-users are appropriately supported. At UNIwise we use a tiered support system where day-to-day first-line support for end-users is provided internally at the institution, but with the capacity for Licence Administrators to create tickets and escalate issues to UNIwise's second-line support team, via Zendesk, when no local solution is obvious.
This approach has several benefits:
- Skilled support staff at the institution are able to diagnose reports to first eliminate any local problems that may not, in fact, be system issues (WISEflow also allows support staff to log-in to the system as other users to help diagnose their issues). Issues can then be triaged as appropriate
- Allows for minor issues to be resolved locally without the need for escalation and helps establish an expert user base within the institution
- Being able to solve most issues at the first point of contact and without needing to be escalated generally results in greater efficiency and therefore better end-user satisfaction
Often this function is handled by internal IT Service Desks or Faculty/School-based system superusers (or a combination thereof), but customers have the flexibility to decide how this is best organised at their respective institutions. There is a specific role in WISEflow, that of supporter, which is usually granted to institution staff fulfilling this function, and, during the implementation project, the UNIwise team will provide full training for supporters to help equip the team with the required knowledge to assist users at their institution.
Other examples of WISEflow support resources
The WISEflow knowledgebase is available to all users, but as the use of WISEflow becomes increasingly established, institutions will often choose to create their own support resources tailored specifically to their circumstances and the needs of their student body. There are several outstanding examples of this available for your inspiration:
- The team at Brunel University have created their own internal support page for their students covering a wide array of contextualised tips and advice
- Aarhus University has established an entire site dedicated to digital assessments which includes this excellent Frequently Asked Questions resource
Whilst dedicated internal resource pages are a great option WISEflow also offers the opportunity for customisable support pages to be built into the system. This option, alongside downloadable and customisable "Get Started" guides for staff and students, provides myriad options to ensure your users feel informed and supported.