Support and HelpDesk Rel 8.9

Doelgroep | Voorkennis | Doel | Onderwerpen | Data & prijzen | Aanmelden
Deze PlusPartner cursus hebben we niet meer in ons assortiment maar nog wel andere cursussen, bijvoorbeeld:Meer informatie? Klik hier!

This two-day course is for project team members who are implementing PeopleSoft Support and HelpDesk applications. This course describes the business processes for call center applications and teaches implementers how to set up and administer the system.Learn To:Manage Solutions and Solution AdvisorProcess CasesSet up the Call Center ApplicationSet up Self-ServiceA Live Virtual Class (LVC) is exclusively for registered students; unregistered individuals may not view an LVC at any time. Registered students must view the class from the country listed in the registration form. Unauthorized recording, copying, or transmission of LVC content may not be made.

Doelgroep cursus Support and HelpDesk Rel 8.9

Functional Implementer

Voorkennis

Wij adviseren onderstaande voorkennis:

  • Ability to Set Up and Manage Products

Doel

  • Describe PeopleSoft Support and HelpDesk Business Process Overviews

Onderwerpen cursus Support and HelpDesk Rel 8.9

De cursus Support and HelpDesk Rel 8.9 behandelt de volgende onderwerpen:

    • Setting Up Call Center Agents
    • Setting Up Call Center Business Units
    • Configuring the Case Page
    • Setting Up Prompt Tables
    • Setting Up Agreements and Warranties for Support and Helpdesk
    • Setting Up Change Management (Helpdesk only)
    • Managing Solutions
    • Setting Up the Solution Infrastructure
    • Setting Up the Assignment Engine
    • Setting Up Active Analytics Framework
    • Setting Up Self-Service

    Klik hier voor een gedetailleerde onderwerpenlijst

Meer informatie?

Geïnteresseerd geraakt in deze opleiding
en wilt u weten welke (vergelijkbare) cursus(sen) u wel kunt volgen?


Vraag informatie aan



Gedetailleerde onderwerpenlijst cursus Support and HelpDesk Rel 8.9

Hieronder vind u een gedetailleerd overzicht met onderwerpen die in de cursus Support and HelpDesk Rel 8.9 behandeld zullen worden:

    • Setting Up Call Center Agents
      • Describing Support and Helpdesk Agents
      • Setting Up Support and Helpdesk Agent Information
      • Setting Up Provider Groups
    • Setting Up Call Center Business Units
      • Describing PeopleSoft Call Center Business Units
      • Specifying Case Options
      • Specifying Default Values for Cases
    • Configuring the Case Page
      • Describing How the Case Pages Are Configured
      • Describing Display Templates
    • Setting Up Prompt Tables
      • Describing Case Relationship Types
      • Setting Up Competency-Related Prompt Tables
      • Setting Up Quick Codes
    • Setting Up Agreements and Warranties for Support and Helpdesk
      • Creating Service Level Agreements
      • Applying Service Level Agreements
      • Describing Support and Helpdesk Reports and Charts
    • Setting Up Change Management (Helpdesk only)
      • Describing Change Management
      • Identifying Elements of the Change Management Component
      • Designing a Phase Template
      • Setting Up Change Management
    • Managing Solutions
      • Creating Solutions
      • Using Solutions to Resolve Cases
    • Setting Up the Solution Infrastructure
      • Identifying Elements of the Solution Infrastructure
      • Building the Search Collection
    • Setting Up the Assignment Engine
      • Setting Up Assignment Engine Weighting Factors
      • Defining Assignment Options for Business Units
      • Maintaining Worker and Group Assignment Data
    • Setting Up Active Analytics Framework
      • Describing Automation Using Active Analytics Framework
      • Describing Delivered Workflow
      • Describing Auto-Invoking for Business Projects
      • Describing Case History Capture Setup
    • Setting Up Self-Service
      • Describing Self-Service Features and Security
      • Describing the Configuration of Business Units for Self-Service
      • Describing the Reasons for Closing and Reopening Cases in Self-Service
      • Setting Up the Self-Service Interface

Getoonde informatie onder voorbehoud, genoemde prijzen zijn exclusief BTW.

Share |

 
Informatie 
  Contact
  Cursusoverzicht
  Cursuskalender
  Bel mij!
  Brochure aanvragen
  Aanmelden voor nieuwsbrief
  Stel een vraag
 
 
Cursuscategorieën