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Day One:
8:30 to 9:00 AM -Arrival
Main Call Logging Screen
Launching Call Logging
Default Toolbar
Call Status Banner and Subset
Call Log, Detail, Assignment Table
Display Assignments
The Journal Table
Tabs, Attachment Bar. and Status Bar
Info Center
Customer Window
Adding ,Entering a New Profile Record
Adding Contacts in Table Maintenance
Call History
Creating a New Call Ticket
Create a New Call Ticket
Validation and Auto-filled Fields
Quick, Tab Search
Validate Using Tab
Boolean Search
Call Log Screen, Assigning a Call
Acknowledging and Resolving Assignments
Journal Tab, Creating Journals
Closing the Call Record
Reopening a Closed Call
The File Menu
Locking/Unlocking a Call Record
Putting Calls on Hold
Go to Call ID
Delete Call Records
Remove Call from Group
To Print Call Record(s)
To Print a Ticket with a Crystal Report
Print Grid, Print by Call Type
Grid Page Setup
Reset Column Widths
Attachments
10:15 to 10:30 AM -Morning Break
The Edit Menu
Toolbar
Traditional Windows Functions
Undo, Cut/Copy/Paste
Validate Fields
Spell Check
User Preferences
Display Tab
Grid Settings Tab
Mail Tab
VIM/MAPI Tab
Location Tab
Paths Tab
Sounds Tab
Prompts, Eliminating/Setting Prompts
HEATBoard Tab
Call Map Tab
Call Logging Toolbar
Customizing the Toolbar
Setting/Resetting Default Toolbars
Table Maintenance Toolbar
Customer Window Toolbar
The View Menu
Movement/Views
Info Center
Call Map
HEATBoard
SupportMail
Alarms
Activity Log
11:45 to 12:45 PM -Lunch
The Group Menu
Creating Simple Searches, Shortcuts
Opening an Existing Call Group
Creating a Call Group, Complex Call Group
Combining Tables and Functions
Hot List, My Hot List
Adding, Deleting to Hot Lists
Opening, Removing a Call from Hot Lists
Refresh Call Record
The Customer Menu
Accessing the Customer Window
Customer Search
Accessory Menu
Table Maintenance
View/Modify a Table
Asset Config Window -Maint., Transfer Assets
Call Transfer
Locked Calls
HEATBoard
Creating a Message (Alternative to Broadcasts)
Setting a Lead Call
Mail
To View Attached Messages
Report Writer
Launch Crystal Reports
Run Reports
MobileHEAT
Setting up a MobileHEAT Database
2:45 to
3:00 PM -Afternoon Break
Auto Tasking
Creating a Quick Call
Setting up a Wrong Number AutoTask
Copy Calls
Accessing Web Pages with an AutoTask
Call Templates
New Employee Template
Special AutoTask Features
Merging Data from Fields with Text
Creating and Using Temporary Files
Using @DateAdjust() and @TimeAdjust()
Create an Assignment
Set up Counter in an AutoTask (Call Logging)
The First Level Support
First Time Setup
To Search While Logging a Call
Posting Solutions from Call Logging into FLS
Editing Nodes
Adding, Deleting a New Node
Administering the FLS Trees
Enabling Administrator Options, Approving Nodes
Setting Tree Properties
Setting Default Search Patterns
Searching Multiple Knowledge Trees
Print a Node, Branch, Entire Knowledge Tree
Adding Links to Other Programs
4:30 PM
-Questions
5:00 PM -Dismissal
Day Two:
Chapter 1: HEAT Administrator Introduction
Chapter 2: Creating a Test Database
Chapter 3: Modifying Your Database
Day Three:
Chapter 4: Modifying Your Database with Quick Customize
Chapter 5: Administrator Tools
Chapter 6: Setting Security
Chapter 7: Default Settings
Chapter 8: View Sets
Appendices: Labs, Security Role Rights, Reserved Words,
Wingdings
Day Four:
HEAT Admin Lab Validation Constraints
Call Logging
Chapter 10: FLS
Chapter 8: Security-Based Form Sets (Create View)
Chapter 9: External Tables
Number Generation Counters
Chapter 5: Answer Wizard
Chapter 4: Manager's Console
Labs HEAT Administrator Module
Day Five:
Chapter 1: HEAT Alert
Chapter 2 Business Process Automation Tool
Chapter 3: Auto Ticket Generator
CERTIFICATE PRESENTATION
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