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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.

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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

0:00
0:15
0:30
0:45
1:00
1:15
1:30
1:45
2:00
2:15
2:30
2:45
3:00
3:15
3:30
3:45
4:00
4:15
4:30
4:45
5:00
5:15
5:30
5:45
6:00
6:15
6:30
6:45
7:00
7:15
7:30
7:45
8:00
8:15
8:30
8:45
9:00
9:15
9:30
9:45
10:00
10:15
10:30
10:45
11:00
11:15
11:30
11:45
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12:15
12:30
12:45
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13:15
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23:15
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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

0:00
0:15
0:30
0:45
1:00
1:15
1:30
1:45
2:00
2:15
2:30
2:45
3:00
3:15
3:30
3:45
4:00
4:15
4:30
4:45
5:00
5:15
5:30
5:45
6:00
6:15
6:30
6:45
7:00
7:15
7:30
7:45
8:00
8:15
8:30
8:45
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9:15
9:30
9:45
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10:15
10:30
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11:15
11:30
11:45
12:00
12:15
12:30
12:45
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13:15
13:30
13:45
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14:15
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15:15
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17:15
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19:15
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20:15
20:30
20:45
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21:15
21:30
21:45
22:00
22:15
22:30
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23:15
23:30
23:45

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

0:00
0:15
0:30
0:45
1:00
1:15
1:30
1:45
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2:30
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3:00
3:15
3:30
3:45
4:00
4:15
4:30
4:45
5:00
5:15
5:30
5:45
6:00
6:15
6:30
6:45
7:00
7:15
7:30
7:45
8:00
8:15
8:30
8:45
9:00
9:15
9:30
9:45
10:00
10:15
10:30
10:45
11:00
11:15
11:30
11:45
12:00
12:15
12:30
12:45
13:00
13:15
13:30
13:45
14:00
14:15
14:30
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15:00
15:15
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20:15
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21:00
21:15
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22:15
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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

0:00
0:15
0:30
0:45
1:00
1:15
1:30
1:45
2:00
2:15
2:30
2:45
3:00
3:15
3:30
3:45
4:00
4:15
4:30
4:45
5:00
5:15
5:30
5:45
6:00
6:15
6:30
6:45
7:00
7:15
7:30
7:45
8:00
8:15
8:30
8:45
9:00
9:15
9:30
9:45
10:00
10:15
10:30
10:45
11:00
11:15
11:30
11:45
12:00
12:15
12:30
12:45
13:00
13:15
13:30
13:45
14:00
14:15
14:30
14:45
15:00
15:15
15:30
15:45
16:00
16:15
16:30
16:45
17:00
17:15
17:30
17:45
18:00
18:15
18:30
18:45
19:00
19:15
19:30
19:45
20:00
20:15
20:30
20:45
21:00
21:15
21:30
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22:15
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22:45
23:00
23:15
23:30
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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

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