| Support Category: Course Information Inquiry | Availability |
| Specialist Notes: |
NOTES FOR TICKET PROCESSORS! This template is to be used when training resources were suggested to the user, but they did not fully address the user's inquiry, and we need additional assistance from the administrators. When processing this type of ticket, please ensure that you're using/revising this template and completed the following: 1. Verify that the Support Specialist has taken all the steps necessary; see Step 2 | Locate Training. 2. As an additional resource, do a quick search on previous tickets to check if there may have been a similar question asked. 3. Reach out to the user if more information is needed. 4. Reach out to the Team Lead, if needed. |
| Standard Response: |
Hello Omnicell Institute Administrators,
Can you assist us with the following inquiry, please?
Requester Name:
Requester Email Address:
Inquiry: Course Information Inquiry | Availability
CSN: [ENTER CSN (#)]
Account Name: [ENTER ACCOUNT NAME]
Title: [ENTER TITLE]
Phone Number: [ENTER PHONE NUMBER IF PROVIDED BY USER - IF NOT THEN ENTER N/A]
Summary: [REQUESTER'S FIRST NAME] contacted End-User Support for assistance with locating a training on [ENTER TOPIC]. We searched using the keywords and provided the training we found related to the topic (see below). However, the suggestions did not fully address the user's inquiry. Would you be able to provide recommended training for this topic, please?
Additional Information:
- Keywords: These words were used when searching in myOmnicell and Omnicell Institute.
[ENTER LIST OF KEYWORDS USED]
- Training Suggestions to User: We've provided the following training, but it did not contain the information needed.
1. [ENTER COURSE TITLE HYPERLINK]
2. [ENTER COURSE TITLE HYPERLINK]
3. [ENTER COURSE TITLE HYPERLINK]
Please advise - thank you in advance and have a pleasant day!