The aim of the “Configuration SolveDirect SD²” training is to learn how service management processes are implemented and extended by using the SolveDirect SD².
During the training each participant will create a sample process which will grow from a simple to a complex workflow showing him the different functionalities of the possible workflow settings.

  Topics:

 

• Learn how a workflow grows from a callstate based workflow over a successor based to a CallAction based workflow.
• Use Queues and Levels to assigne and restrict calls to the right technicans.
• Use Services (ContractElements and ServiceItems) to automate the call handeling.
• Use Services to allow / deny steps of the workflow.
• Create MessageRules to inform technicians and callers.

 

Target group: Administrators and prospective System Managers

 

Date:	May 10-12th, 2010
Place:	SolveDirect Service Management GmbH Karl-Farkas-Gasse 22 / 2.OG 1030 Vienna, Austria

 

 

 

 

 

 

 

Training costs:

1950.- Euro