| |
"My HEAT Admin class
was super! It's the
best training I've ever had.“
Jonathan Meade,
Christiana Care
Health System
|
|
|
Title: HEAT
Administration Training Class -
3
Days
Course:
#310
Course Description
This three-day course is designed to
empower HEAT 8.xx and 9.0 Administrators to
take control of
their HEAT
system and quickly maximize
the benefits from the core
HEAT modules.
The focus is on
understanding the
configuration of the HEAT
system, basic customization,
security
and administrative
functions. The class
will also show you how to
implement advanced screen
and system customizations to
maximize performance and
management at the help desk. The curriculum includes a
discussion of ways to automate
processes and improve workflow
using AutoTasks and
Call
Groups, as well
as
installation, configuration
and "What's New" in the latest
builds, including HEAT 9.0.
What Will Be Covered
-
Workstation installation
procedures
-
Advanced customizations
including screen layout and
design
-
Design& use of validation
tables & validation
constraints
-
Using View Sets and Roles to
manage security
-
Defining & running
escalations using Business
Process Automation Module
(BPAM)
-
Defining HEAT Messaging
Center (HMC) to use email
and files to
create tickets
-
Advanced AutoTasks
-
Database backup & recovery
-
Building
"Smart" Detail
Screens that help troubleshoot
issues
- Auto-filling configuration
& asset data into call
tickets
- Integrating HEAT with
web applications & other 3rd
party tools
- NEW! Overview of "What's
New in HEAT 9,"
including new AutoTasks
- NEW! Review of
new HEAT Web User Interface
- NEW!
Configuration of the new
HEAT Messaging Center
What You Will Get
- Training/Reference
Manuals
Who Should Attend
- HEAT Administrators
of versions 8.xx and 9.0
- Help
Desk and Call Center Managers
of companies using HEAT Service & Support
Prerequisite
- Basic familiarity
with HEAT Service &
Support
What You Should Bring
- It is recommended that you
bring your own laptop computer
with a CD/USB drive so that you
may take your work and
customizations back to your
company. If you do not
have a laptop available,
special arrangements can be
made. Please contact SMA.
- If you are bringing
your own laptop please
have .NET 1.1,
2.0, and 3.5 installed.
- It is also
recommended that you
bring a mouse
to use with your laptop.
Class Schedule
|
Dates |
September 21 -
23, 2010
November 2 - 4,
2010 |
|
Time |
8:30
AM to 4:00 PM EST |
|
Cost* |
$1995 for the first
person
$1695
for each additional
person |
|
Location |
White Plains, NY
Click here for
directions. |
|
Payment
Options |
Pay Online:
Register &
pay using a
Credit Card
or PayPal at the
SMA
eStore.
OR
Invoice Me:
Register here
and an invoice
will be emailed
to you.
You can pay the
invoice with a
credit card or
check.
Payment
must be made in
advance. |
|
*10% discount for members
of
SMA's HEAT Gold Service
Package (GSP). |
|
|
