Training Services

 

Contact Verticent

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800.251.8449

Support

2 Day course / Services Rate * Hours
2 Day Course / $2,500 per Day (On-site)*
*Training at your facility for up to 10 students

 

Overview

In this hands-on course, you will learn how to make full use of the Support module. Subjects covered include setup, customer management, warranty maintenance, case management, RMA processing, SFA interfacing, and Support reports. This class consists of lecture and labs and is intended to rapidly accelerate the time needed to bring a customer service representative up to date on the latest technology system.

Prerequisites

  • Experience using a personal computer.
  • Experience using Microsoft Windows or another graphical user interface.
  • Review of the Distribution User's Reference Guide.
  • Review of the Manufacturing User's Reference Guide.

 

Who should attend?

This course is intended for Customer Service, Sales, and/or Marketing staff persons. Managers from each department should also attend the course.

Objectives

Upon completion of this course you should be able to:

  • Effectively manage your customers from a customer service standpoint
  • Register items for customers
  • Maintain and renew warranties for items
  • Perform a warranty mail merge
  • Create and manage cases
  • Effectively use the Support Workbench
  • Process the four Return Material Authorization types
  • Use the Activity Queue window
  • Generate the Support reports

Topics

Setting Up Support

Customer Workbench

  • Viewing Customer, Case, Order, Quote, and Attribute information
  • Viewing Registered Items
  • Registering Items

Performing a Warranty Mail Merge

Maintaining Warranties

Support Workbench

  • Accessing Customer Information
  • Creating Cases
  • Viewing and Entering Case Notes
  • Viewing Case Logs
  • Adding Case Attributes
  • Viewing Action Requests
  • Initiating Case Transfers
  • Viewing and Maintaining Registered Items
  • Viewing Item Attributes
  • Viewing and Adding Case Diagnostics
  • Viewing SFA Activities
  • Adding SFA Activities
  • Viewing SFA Opportunities

Processing Return Material Authorizations (RMAs) for:

  • Return and Repair
  • Advanced Exchange
  • Warranty Replace
  • Reimbursement

Using the Activity Queue

  • Accepting/Completing Case Transfers

Generating Support Reports

 

For Information about attending Verticent training, please contact us today.