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System Administration for HEAT® 8.0
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Course Overview
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This course is designed to enable the HEAT System
Administrator to effectively design and maintain the HEAT System.
Administrative topics include call logging, automation, management and
reporting tools, customization, maintenance and security. Students will perform
feature and functionality exercises for all HEAT modules and best practices
will be discussed.
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Creating and updating call records
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Maintaining Profile and Configuration records
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Using Call History Information
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The concepts of data sources and edit sets
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Screen layout and design to include Profile, Subset, Detail, and Configuration
tables
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Design and use of Validation tables
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Using View Sets
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Connecting to External Tables
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Backing up and database disaster recovery
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Setting security
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Importing and exporting between HEAT databases
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Defining and running escalations
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Using Manager's Console to manage the help desk
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Using First Level Support
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Defining Auto Ticket Generator to use email to create tickets
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Requesting reports through Answer Wizard
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Day One
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| Introductions |
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| Call Logging module as it relates to system design |
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| It is essential to understand how the Call Logging system works in order to
consider the design of a HEAT system. For this reason, we spend this time
discussing the functionality and flow of logging calls and screen design as it
relates to the customization of a HEAT system. Topics include: |
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Efficient Call Flow
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Screen layout and design
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Creating and updating call records
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Assigning call records
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Using the journal
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Creating and using call groups
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Maintaining Profile and Configuration records
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Using the Call History information
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Using HEAT mail messaging capabilities
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Discussion of Customer Types
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The creation & use of AutoTasks for greater efficiency
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Day Two
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| Customization of HEAT System |
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| We now get into the heart of the functionality that will allow you to customize
a HEAT system. This time is spent in instructor led exercises and discussion of
each area of the system that can be customized. Topics include: |
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Discuss concept of data sources and edit sets
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Creating New Customer Types
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Design Profile and Subset forms
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Design Configuration types and forms
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Design Detail forms for matching Call Types
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Design HEAT validation tables
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Day Three
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| Continue workshop customization of HEAT system |
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| The morning will be spent in workshop format with further exercises and
discussion on how a HEAT system can be customized with the guidance and
expertise of the HEAT instructor. |
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| Administration of the HEAT system |
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| After a HEAT system has been customized, it is important to understand how to
maintain the integrity of this valuable information. The administration of HEAT
is as important as the design of the system. Topics include: |
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Backing up a database and disaster recovery
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Setting system defaults
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Defining system security
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The principles of importing and exporting data into/from a database
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Creating global changes for a database
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Day Four
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| Security Based View Sets |
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| HEAT allows you to create different views of the same form so members of
certain roles can see fields on a form that other roles cannot. Topics include: |
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Creating views in an edit set
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Apply the view to a role
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Test the view
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| External Tables |
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| You are able to use external tables to validate fields in your HEAT system.
This will allow you to read data from the external table without having to
maintain it in two different databases. Topics include: |
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Preparing the external database for connection
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Designing an external table connection in the HEAT system
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| First Level Support |
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| First Level Support (FLS) can serve as a powerful knowledge tool for a help
desk or customer support center. With FLS, you can collect, preserve, and
maintain the valuable knowledge and experience of your staff. Record the
solutions you discover to your callers' problems and you will never have to
solve a problem more than once! New support staff can be trained more quickly
and efficiently and provide a consistent base of answers and solutions to
improve customer satisfaction. Topics include: |
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Using First Level Support to resolve problem tickets
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Using Commercial Knowledge Trees
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Viewing linked note files, graphical images, and playing video or sound files
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Creating and modifying custom knowledge
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| Alert Monitor |
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| Alert Monitor will keep users and technicians up to date on issues that have
been assigned to them without having to be logged into Call Logging. Your
technicians are often in other programs, but need to be alerted when an issue
has been assigned to them. Based on groups created in Call Logging, Alert
Monitor can be set to alert a technician whether they are at their desk or away
from their desk, and will prompt the technician dependent on how the program is
set-up. |
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| Business Process Automation Module |
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| The Business Process Automation Module, or BPAM, is used to automatically
monitor call record conditions. An administrator will define business rules to
govern the database. The module can then take actions to escalate issues, to
modify call records, or to carry out predefined actions. For example, a
business rule can be defined so that Help Desk personnel are notified to
examine call records that have been unchanged for more than five hours. Topics
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Adding, editing, or deleting a business rule
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Modifying how issues are being monitored
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Setting up how call records are modified
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Selecting AutoTasks to be used in escalating issues
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Changing the order of existing business rules
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Enabling or disabling existing business rules without removing them from the
list of rules
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Day Five
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| Auto Ticket Generator |
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| With the Autoticket Generator, you can set up your HEAT system to create call
records directly from messages sent to MAPI or VIM-compliant e-mail systems.
Topics include: |
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Defining an Automatic Ticket
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Sending automatic tickets through e-mail
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| Answer Wizard |
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| Analyzing the information stored in HEAT will allow the Help Desk manager to
make decisions, such as how many calls are taken in a particular period of
time, how many calls are open, and which technicians are working on what
issues, etc. Answer Wizard allows the user and/or manager to report on the Help
Desk, without needing any knowledge of a report designer. By answering a series
of questions, Answer Wizard will run a report based on those answers.
Consistently requested reports can be added to a special area making further
reporting even more efficient. Topics included: |
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Running reports through Answer Wizard
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Printing and exporting reports
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Putting often requested reports into a special area
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| Manager's Console |
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| Manager's Console allows the Help Desk manager to visually keep track of what
is going on in HEAT in real time. This will allow them to better manage their
staff and other issues that may come up, possibly handling a problem before it
happens. Also, information on how past issues were resolved can be stored for
future reference, not only helping the manager avoid a problem, but keep track
of the solutions used in the past. By requesting the type of data to track and
the style of graph to track the data, the user gets a real-time look at the
database. Topics include: |
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Requesting data to track
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Creating graphs to track
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Managing the data
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Creating automated warning messages
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| iHeat |
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| IHEAT module gives your technicians the optional method of accessing key
modules by means of an internet/intranet connection. Issues included for
discussion are: |
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The differences between using a Java Client and a Windows Client when launching
iHEAT.
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Why tools are limited in the HEAT Administrator module.
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The use of iHEAT's Cluster Manager.
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Key Benefits
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This course will enable you to:
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Utilize synchronization
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Customize Toolbars for your specific needs
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Enable you to do database maintenance to GoldMine
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Use the Importing and Exporting features
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Learn what the InfoCenter is and how to use it
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To view our training schedule click here
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