INFORMATION TECHNOLOGY SERVICES
CRM Provider Group Manager Training
Managing a Provider Group
Service Management Deployment
February 5, 2015
2
Overview
This Job Aid includes step-by-step instructions for managing a Provider Group
worklist in the FSU Service Center (CRM).
1. Log in to servicecenter.fsu.edu and navigate to the Main Menu.
2. Navigate to the Main Menu. Select Workforce. Select Provider Groups.
3. Populate the SetID with SHARE. Select Search.
4. Select your Provider Group from the list.
INFORMATION TECHNOLOGY SERVICES
3
5. Under the Group Members category, select View All.
6. Selecting View All will show all agents who currently work cases for your
Provider Group. To add a new member, select Add Group Member.
7. A new line will appear at the bottom of your Group Member list. Select the
Search icon to the right of the new line.
8. Enter your search criteria and select Look Up.
INFORMATION TECHNOLOGY SERVICES
4
9. Group Members can be removed by selecting the trash can icon to the right of the
member’s name.
10. Select Save to save the changes that have been made.
11. Navigate to the Main Menu. Select Set Up CRM. Select Common
Definitions. Select Workflow. Select Group Worklist.
INFORMATION TECHNOLOGY SERVICES
5
12. A new window will open. Select Search to search for a provider group.
13. Select the appropriate provider group from the list by choosing the blue
Group Worklist Name
INFORMATION TECHNOLOGY SERVICES
6
14. A new page will open, showing all agents working within that provider
group. To add a new agent, select the plus sign to the right of an agent’s
name.
INFORMATION TECHNOLOGY SERVICES
7
15. A new row will be added to the bottom of your worklist. To add a new
agent, select the magnifying glass to the right of the blank User ID.
16. A new window will open. Enter the new agent’s FSUID into the search field
and select Look Up
17. Save the updates group worklist.
INFORMATION TECHNOLOGY SERVICES