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COVID-19 enhancements on AMS

COVID-19 enhancements on AMS

Apr 08, 2020

Please read the Quick Guide AMS Quick Guide A.18 - Capturing awards for COVID-19 response to understand the changes. This is on the learning page or link below: 

https://savethechildren1.sharepoint.com/sites/ams3-data-prod/GuidanceAndTraining/AMS%20Quick%20Guide%20A.18%20-%20Capturing%20awards%20for%20COVID-19%20response.pdf

When a user contacts AMS Support with a question related to the COVID-19 changes on AMS, follow the below steps: 

  • Make sure you have read the quick guide. Answers about the functionality is all there. 

  • Analyse and diagnose the question/ issue from user. 

  • If the answer is in the quick guide, then use that to answer the user and signpost user to quick guide

  • If query is related to an error message, make sure there is enough information like an example of a SOF, screenshots etc

  • If it is an error message, complete above point first and assign to level 2.