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Title:
Advanced Call Logging in
HEAT – Tips and Tricks
(1 1/2 hour online eClass)
Cost: $195 --
Free when you sign up
for
SMA's Heat Gold Service
Package (GSP).
Course: #328
Course Description
HEAT’s
Call Logging module offers
many features designed to
maximize the efficiency of
help desk technicians. Tools
such as HEAT Board, Alert
Monitor, Dashboard,
Alarms, Call Groups and
AutoTasks can empower HEAT
users to work smarter and
faster.
This eClass will
demonstrate how you can
maximize the efficiency of
your support team and
improve help desk
performance through the use
of Call Logging tools and
features. The class will
review the often overlooked
features and use several
examples to illustrate key
points as well as tips and
tricks for fully leveraging
the power of HEAT to improve
productivity and enhance
your support operation.
Make all your HEAT users
“Power” users!
What Will Be Covered:
-
Overlooked
Features in Call Logging
– Alarms, Dashboard,
Activity Log,
User
Preferences, putting
calls on hold, using
Call History,
customizing toolbars,
HEAT Board, favorite
shortcuts
- Customer Records
– Using Customer Config
records to track assets
and quickly view
inventory details, using
Customer Call History
- Call Groups
–Managing Call Groups,
Hot Lists and Simple
Searches
- AutoTasks –
Setting up special
AutoTasks, including one
to automate internet
searches based upon
ticket information
- Alert Monitor
– Setting up alert
definitions in Alert
Monitor, adding criteria
for at/away from your
desk actions
- New HEAT 9 Tools
– Brief highlight of
HEAT 9 Call Logging
enhancements including
exporting ticket lists
to Excel
Who Should Attend
- HEAT Administrators,
HEAT users, Help Desk
and Call Center Managers
of companies using HEAT
help desk software.
Prerequisite
- Familiarity of HEAT
Call Logging
Class
Schedule
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Dates |
Tuesday, May 18,
2010 |
|
Time |
1:30 - 3:00
PM ET |
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Cost |
$195* |
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Location |
Online Course |
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Payment
Options |
Pay Online:
Pay with
PayPal at the
SMA
Invoice Me:
To pay by
credit card or
check,
register here
and an invoice
will be emailed
to you with
instructions for
payment
Payment
must be made in
advance. |
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*Free for members
of
SMA's HEAT Gold Service
Package (GSP). |
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