The USM Team offer training in Unishare & Wufoo. More information is available under USM Technology/Tools Training
The Unified Support Model makes use of some key technologies to enable and support service delivery. These technologies are detailed below, with links to the relevant training materials where available.
UniShare
What is UniShare?
UniShare is a Customer Relationship Management (CRM) tool for recording interactions with students, prospective students and staff. From the end-user perspective, it helps people in offices manage their support interactions better by providing a common approach to maintaining, sharing and tracking student queries. From a University perspective, the data that UniShare generates is also used to drive development and enhancement of services.
UniShare can be used to access information relating to previous queries, track responses and refer queries to other areas or individual. UniShare also provides detailed reports and statistics, allowing an overview of emerging business trends, planning staffing levels and informing changes or updates to services.
UniShare User Guides
There are multiple user guides and training materials available to support the use of UniShare, all included below:
- (opens in a new window)A guide on how to use Unishare
- (opens in a new window)A guide on Using Unishare Reporting
- (opens in a new window)A guide to Contact Types
- (opens in a new window)A guide on how to use Bulk Upload in Unishare
- (opens in a new window)Guidelines for Record Maintenance
- (opens in a new window)Team Lead Report
The following is a compilation of videos to be used as guides for training UCD staff on the main functions and applications of Unishare. These videos should be used to enhance your learning & skills development using the tool, but also in conjunction with continuing Unishare rollout training with the USM Team for optimum support.
Video 1 - How to access UniShare
Video 2 - How to use the Search function
Video 3 - How to record an interaction
Wufoo Connectors
Wufoo is a basic online form builder that we use to make it easier and faster for students and staff to access the information they need. It also enables students and staff to reach out to the most appropriate person to solve their query. Wufoo Connectors drive self-service and a quicker turnaround time for a complex queries.
We call the forms Connectors because they:
- connect the student with the information they need
- if their need is more complex, they connect them with the right office to answer their question and
- connect the staff member with all the information they need to answer the more complex issue
Wufoo Training Materials and User Guides