ERP End-User Support Checklist

Ensure smooth ERP adoption & maximize user ROI. This checklist guides you through essential end-user support processes, minimizing frustration & driving system success.

This Template was installed 2 times.

Display Style

Initial Issue Logging & Triage

1 of 10

Covers steps for users to report issues, initial assessment and prioritization.

Describe the Issue

Module Affected

Severity Level

Number of Users Affected (Estimate)

Date Issue Started

Time Issue Started (Approximate)

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Troubleshooting & Resolution

2 of 10

Details common troubleshooting steps and resolution procedures.

Describe the User's Reported Issue

Module Affected (e.g., Finance, HR, Inventory)

Error Code (if applicable)

Steps Taken for Troubleshooting

Resolution Status

Detailed Resolution Description

Resolution Date

Resolution Time

12:00 AM
12:30 AM
1:00 AM
1:30 AM
2:00 AM
2:30 AM
3:00 AM
3:30 AM
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11:00 PM
11:30 PM

Knowledge Base & Self-Service

3 of 10

Focuses on leveraging knowledge base articles and self-service options.

Link to Main Knowledge Base

Link to FAQ Section

Did the KB article resolve your issue?

Article Rating (1-5)

Related Keywords for Article Search

Suggestion for Knowledge Base Improvement

Escalation Procedures

4 of 10

Outlines steps for escalating complex issues to higher-level support or specialized teams.

Issue Severity Level

Initial Support Tier

Detailed Description of Escalation Reason

Escalation Route

Estimated Resolution Time (Hours)

Escalation Date

Escalation Time

12:00 AM
12:30 AM
1:00 AM
1:30 AM
2:00 AM
2:30 AM
3:00 AM
3:30 AM
4:00 AM
4:30 AM
5:00 AM
5:30 AM
6:00 AM
6:30 AM
7:00 AM
7:30 AM
8:00 AM
8:30 AM
9:00 AM
9:30 AM
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10:30 AM
11:00 AM
11:30 AM
12:00 PM
12:30 PM
1:00 PM
1:30 PM
2:00 PM
2:30 PM
3:00 PM
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11:00 PM
11:30 PM

Communication & Follow-up

5 of 10

Ensures clear communication with users throughout the support process and timely follow-up.

Initial Contact Date

Time of Initial Contact

12:00 AM
12:30 AM
1:00 AM
1:30 AM
2:00 AM
2:30 AM
3:00 AM
3:30 AM
4:00 AM
4:30 AM
5:00 AM
5:30 AM
6:00 AM
6:30 AM
7:00 AM
7:30 AM
8:00 AM
8:30 AM
9:00 AM
9:30 AM
10:00 AM
10:30 AM
11:00 AM
11:30 AM
12:00 PM
12:30 PM
1:00 PM
1:30 PM
2:00 PM
2:30 PM
3:00 PM
3:30 PM
4:00 PM
4:30 PM
5:00 PM
5:30 PM
6:00 PM
6:30 PM
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7:30 PM
8:00 PM
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11:00 PM
11:30 PM

Communication Method (e.g., Email, Phone, Chat)

Summary of Initial Communication with User

User Communication Preference

Date of Last Update Sent to User

Details of Updates Provided to User

User Acknowledgment of Resolution

Number of Follow-up Communications

System Access & Permissions

6 of 10

Addresses user account management, password resets, and access control issues.

Username

User ID

Access Level

Module Access

Last Password Reset Date

Password Expiration Time

12:00 AM
12:30 AM
1:00 AM
1:30 AM
2:00 AM
2:30 AM
3:00 AM
3:30 AM
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11:30 AM
12:00 PM
12:30 PM
1:00 PM
1:30 PM
2:00 PM
2:30 PM
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Justification for Elevated Permissions (if applicable)

Reporting & Analytics

7 of 10

Covers tracking support metrics, identifying trends, and improving support processes.

Total Support Tickets Received

Tickets Resolved Within SLA

Average Resolution Time (hours)

First Contact Resolution Rate (%)

Primary Issue Category

Reporting Period End Date

Summary of Key Trends & Observations

Training & Documentation

8 of 10

Ensures users have adequate training materials and documentation to avoid common issues.

Training Material Availability

Training Delivery Method

Number of Training Sessions Offered

Training Manual (PDF)

Topics Covered in Training

Last Training Material Update Date

Post-Resolution Verification

9 of 10

Confirms the issue is fully resolved and the user is satisfied with the support provided.

Resolution Time (Minutes)

Issue Severity (Post-Resolution)

User Comments/Feedback

Was the resolution satisfactory?

Number of attempts to resolve issue

Continuous Improvement

10 of 10

Focuses on feedback collection and process adjustments to enhance end-user support.

Summary of User Feedback Received

Average Resolution Time (Last Month)

Number of Escalations (Last Month)

Most Common Issue Category

Date of Last Process Review

Proposed Actions for Improvement

Areas for Training Enhancement

More about this Template erp.erp-management

Frequently Asked Questions

Can I customize this template after installing it?

Absolutely. Once installed, you can add, remove, or reorder tasks, add custom fields, and adjust deadlines to fit your specific workflow.


Can I add images or photos to these checklist items?

Yes. Our platform allows you to attach photos, signatures, and notes to any checklist item for better verification and proof of completion.


Can I create a custom checklist from scratch instead of using a template?

Yes. You can use our "Create your own checklist" feature to build a unique workflow tailored exactly to your operational requirements.


Can I add dependencies between tasks?

Yes, you can set up conditional logic and dependencies to ensure your team follows the correct sequence of operations.


Can I assign specific checklist items to different team members?

Yes. You can assign individual tasks to specific employees, ensuring clear accountability across your entire team.


Can I use these checklists on mobile devices in the field?

Yes. Our platform is fully responsive, allowing your team to complete, update, and upload photos to checklists directly from any smartphone or tablet.


How do I notify my manager when a checklist is completed?

You can set up automated notifications (via email, push notification, or in-app alerts) to trigger whenever a checklist is finished or if an item fails inspection.


Can multiple people work on the same checklist simultaneously?

Yes, the platform supports real-time updates, allowing multiple users to contribute to a single live checklist.


Where is the data from completed checklists stored?

All completed checklists are stored securely in your Work OS dashboard, creating a permanent, searchable audit trail of your operations.


Can I generate reports based on my checklist results?

Yes. You can track completion rates, identify recurring issues, and monitor team performance through our integrated reporting and analytics tools.


How can I use these checklists for compliance or auditing purposes?

Because our checklists capture timestamps, photos, and digital signatures, they serve as a robust digital paper trail for regulatory compliance and internal audits.


Can I export my completed checklist data for use in other tools?

Yes. You can export your data in various formats (CSV, Excel, etc.) to integrate your operational insights with your other business software.


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