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E-Learning Storyboard for Module 2 Unit 1 of GSS Technical Support Training

Module2 - Unit1: “Identify Which Component Causes the Problem”


Screen Info Text Audio Graphics & Layout Notes
ID: M2U1-010 [Segoe Print, 30, dark orange] [1]Welcome back to Graphic alt-text:
GSS Technical [1]“Global Supply
T: “Title: Module Module 2: Troubleshoot the Support Training System (GSS) –
2 – Unit 1” Problem Technical Support
[2] In previous Training banner”
module, you have
received a problem [2] Picture of GSS
ticket reported by a user reporting
GSS user. You problem and
logged into the GSS technical support
user interface……Now staff wondering
the question is: What what is wrong
is wrong with GSS?
Text
[3] Welcome to
Module 2:
troubleshoot the
problem.

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Screen Info Text Audio Graphics & Layout Notes
ID: M2U1-020 [Segoe Print, 30, dark orange] [1]GSS is a complex [1] Graphic alt-
system with multiple
T: “Introduction” system components. text:
Unit 1: Identify the location
How to find out which
of the problem component causing Picture of
the problem? That is complex puzzle
the objective of this
unit
Text
[Arial Narrow 20, , dark blue]

Objective: After this unit, [2] Delay


you will be able to identify displaying texts
which system component of
GSS causing this problem

ID: M2U1-030 [Segoe Print, 30, dark orange] [1]To find out which [Alt-text: GSS
part causing the
T: “Architecture problem, you will need System
GSS System Architecture
Diagram” to understand GSS Architecture
System Architecture GSS System Architecture
Diagram with 5
[2] GSS is composed system
of 5 key System
Components: components:
Application Server,
Databases, Web • Application
Components, Server
Business Intelligence
and Integration • Databases
Framework.
• Web
[3] Let’s look into each Components
component one by
one • Business
Intelligence

• Integration
Framework

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ID: M2U1-040 [Segoe Print, 30, dark orange] [1] [Alt-text: Big

T: “Component round dot as the


Application Server
#1- Application center/core of
Server”
multiple small
[Arial Narrow 20, , dark blue] dots

• “Core” of GSS

• Provide business logics Text Text


[2]: Alt-text:
• Coordinate all other Application
components working
together Server
component
• MS Application Object
Server

• AS is using Microsoft
Application Objective
Server technologies

• If AS is down, the whole


GSS is not accessible

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Screen Info Text Audio Graphics & Layout Notes
ID: M2U1-050 [Segoe Print, 30, dark orange] [1]Alt-text:

T: “Component database symbol


Databases
#2- Databases”
Text [2]: Alt-text:
Database
[Arial Narrow 20, , dark blue]
component
• “Warehouse” of GSS

• Store & Supply data


Text
• System configuration data

• Business operational data

• MS SQL Server
technology

• If databases have
problem, either the GSS is
not accessible, or no data
retrieved

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Screen Info Text Audio Graphics & Layout Notes
ID: M2U1-051 [Segoe Print, 30, dark orange] [1]Alt-text:

T: “Review database symbol


Review Databases
Component #2-
Databases” • “Warehouse” of GSS [2]: Alt-text:

* This is for student • Store & Supply data


Text Database
to review database component
component if he/she
• System configuration data
failed knowledge
check#1 [3] Navigation:
• Business operational data
link to M2U1-100
• MS SQL Server
technology
Text “Knowledge
Check 2”
• If databases have
problem, either the GSS is
not accessible, or no data
retrieved

<Click “Next” to try another


knowledge check>

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Screen Info Text Audio Graphics & Layout Notes
ID: M2U1-060 [Segoe Print, 30, dark orange] [1] [Alt-text: Web
page on browser]
T: “Component Web Interfaces
#3- Web
Interfaces” [Arial Narrow, 22, dark blue] Text
[2]: Alt-text: Web
• “Faces” of GSS
Interface
• Web Client component

• Online Help
Text
• Role Center Portals

• Internet information
System

• If web components are


having problems, users
will have trouble to access
those interfaces

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ID: M2U1-070 [Segoe Print, 30, dark orange] [Alt-text 1]: Report
with pie chart and
T: “Component Business Intelligence bar chart]
#4- Business Tex
Intelligence” [Arial Narrow, 22, dark blue]

• Query [Alt-text2]:
Business
• Analysis Intelligence
Component
• Reporting

• MS SSAS & SSRS Text

ID: M2U1-080 [Segoe Print, 30, dark orange] [Alt-text 1]:


integrated
T: “Component Integration Framework components
#5- Integration
Framework” [Arial Narrow, 20, dark blue]
Text
• Connect GSS with other [Alt-text 2]:
systems Interrelated
engines
• Microsoft Office

• Supplier’s systems

• Shipping vendor systems

• If Integration didn’t work, Text


GSS couldn’t exchange
data with other systems

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ID: M2U1-081 [Segoe Print, 30, dark orange] [Alt-text 1]:
integrated
T: “Review Review - Integration components
Component #5- Framework
Integration
Framework” [Arial Narrow, 20, dark blue]
Text [Alt-text 2]:
• Connect GSS with other Interrelated
systems engines

• Microsoft Office

• Supplier’s systems [3] Navigation:


link to M2U1-110
• Shipping vendor systems
Text “Reflection”
• If Integration didn’t work,
GSS couldn’t exchange
data with other systems

<Click “Next” to back to next


question>

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Screen Info Text Audio Graphics & Layout Notes
D: M2U1-090

T: “Knowledge
Check#1”

[alt-text]: Question mark and light bulb


[alt-text]: GSS System Architecture Diagram

[Audio narration:]

You have learned GSS system architecture and 5 components. Let’s practice to put this knowledge into some practice

[Arial Narrow, 20, dark blue]

[Instruction:] Let’s check your understanding of GSS system architecture and its 5 components: If a user reported that she
couldn’t view any material stock request data from “inventory management” module, which system component could be wrong?

[Options:] [Arial Narrow, 20, dark orange]

Business Intelligence, Application Server, Databases [correct], Web Components, Integration Framework

[Feedback:]
• Correct: That's right! You identify the right component. Material stock requests are business operational data. If the data can’t
be retrieved. Something must be wrong with the databases
• Incorrect: Remember that materials stock requests are business operational data. The user is having trouble retrieving
the data, so the answer is “Databases”. You can click ”Continue” to review the database component
[link to M2U1-011 “Review Component#2: databases”]

[Navigation:] Button “Review” linking to M2U1-051 “Review System Component#2-Databases”

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ID: M2U1-100

T: “Knowledge
Check#2”

alt-text: 2 Question marks

[Instruction:] [Arial Narrow, 20, dark blue]

Knowledge Check#2: After you fixed the database problem, now the user can see the material stock request data without any
problem. However, she complained that she couldn’t export the data on the screen to Excel spreadsheet. Which part could be
wrong this time?

[Options:] [Arial Narrow, 20, orange]

• Business Intelligence

• Application Server

• Databases

• Web Components

• Integration Framework [correct]

[Feedback:]

Correct: Excel spreadsheet is a Microsoft Office application. Something must be wrong with the integration of GSS Application
Server with Microsoft application. Integration Framework component needs to be checked. Click “Next” to continue

Incorrect: Exporting data to Excel spreadsheet is related to integration with Microsoft office. You can click “Review” to review
“System Component#5- Integration Framework” for better understanding [link to M2U1-081 “Review Component#5-Integration”]

[Navigation:] Button “Review” linking to M2U1-081 “Review System Component#5-Integration”

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Screen Info Text Audio Graphics & Layout Notes
ID: M2U1-110

T: “Reflection”

[alt-text]: man reflecting

[Instruction:] [Arial Narrow, 20, dark blue]

As you are experienced IT professional, based on your prior working experiences, think about this: if the GSS is not accessible,
how are you going to troubleshoot? What are your troubleshooting process and methods?

ID: M2U1-120 [Segoe Print, 30, dark orange] [1]Congratulations! You have Navigation: Exit
pinpointed the component button
T: “Summary” Congratulation! causing the problem.
Alt-text: GSS
[Arial Narrow, 20, dark blue] [2] The next question is, what is logo and
wrong with that component? architecture
Next unit: What is Wrong We will need to find out the diagram with 5
with the Component? error in that component, this components
Retrieve System will be covered in next unit:
Component Error Retrieve error code for the
component
Alt-text:
Technical
support staff
pinpointed the
problem
Button: Exit

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