Contents
Purpose
Resources
Prerequisites
Scheduling
Delivering Training
Additional Time Required
No Show
Purpose
The occasion may arise when Services Trainers' schedules are booked out beyond acceptable time frames to provide quick turnaround for customer projects. During such periods, the Services team may request approval from other departments to help deliver training to ease the backlog.
This document walks through the process to request time from the Business Management Support team to quickly schedule and deliver training. At this time, the following modules training can be delivered by that team for add-on module projects only:
Sedona-X Mobile
SalesAutomation
eForms
Time & Attendance
The above modules for new customer implementations should continue to be delivered by Services, as these sessions may include related topic discussions that require more in-depth conversations
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Resources
The following resources within the Support organization have delivered training sessions in the past, and have been identified to deliver training for the modules listed above:
SedonaOffice - Jesslynn Lupo
AlarmBiller - Erick Steckel
Support will reserve 2 hours each day for training sessions during the hours of 1 pm and 3 pm ET. They will need 1 week's notice for any training session.
During the sessions, other support resources may be scheduled by the Support Manager to join for learning purposes but will refrain from asking questions during customer training time.
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Prerequisites
The following items should be completed PRIOR to requesting training time:
- Sedona-X Mobile
- The customer should have received all Sedona-X Mobile documentation and reviewed it prior to the training session
- Customer should have at least one user that has successfully logged into the API and Sedona-X Mobile application
- SalesAutomation
- Confirm the services have been tested and are running
- From SalesAutomation select Setup/Services
- Click Test Service
- Confirm the Sync is working
- From SalesAutomation select Setup/Sync Management
- Click the Sync All Entities button
- Confirm the services have been tested and are running
Scheduling
To schedule a support resource, follow the steps below, a minimum of one week prior to delivery date:
Project Manager sets the task owner to themselves
Open a case for the customer
Enter the customer contact name
Enter your name as Secondary Case Owner
Subject - enter 'TRAINING - Module name'
Description - provide full details on the module to be trained
Module Name
Hours allotted for training
Confirm customer prerequisites have been completed
Sedona-X Mobile
The customer has received all Sedona-X Mobile documentation and reviewed it prior to the training session
The customer has at least one user that has successfully logged into the API and Sedona-X Mobile application
SalesAutomation
Confirm the services have been tested and are running
Confirm the Sync is working
Change the Owner
Owner = Fiona Beckstrom
Check the Notification box to send an email the owner was changed
Save the case
Copy the case number and enter it in the project task for reference
Support schedules the session with the customer
Fiona will review the resource's schedule and work with the customer to confirm the dates
Support will provide the customer with a meeting link
Support will update the case and @mention the Project Manager when scheduled
Delivering Training
The following information provides detail on processing the case and project task during delivery and completion of service:
- Support delivers Training
- Support will @mention Project Manager with any issues during training that need immediate assistance
- IM is fine - but an update of the support case with details of IM should also be done for historical purposes
- Support should make every effort to stay within the allotted time to prevent budget overruns
- Support will @mention Project Manager with any issues during training that need immediate assistance
- Support completes the training session
- Support will add notes on any items of mention, include the hours delivered, issues that arose that prevented completion, etc., and inform the Project manager when complete.
- Support can then close the case
- Support will add notes on any items of mention, include the hours delivered, issues that arose that prevented completion, etc., and inform the Project manager when complete.
- Project Manager completes the project task
- Enter task time - the Project Manager will enter the time delivered on the task, however, the following will need to be changed
- Timecard owner - change to Support resource if available or leave blank
- Quota - if a Quota record is linked, remove the link
- This may require a second update to the timecard record. Make sure you confirm it has been removed
- Update the Chatter notes
- Complete the task
- Enter task time - the Project Manager will enter the time delivered on the task, however, the following will need to be changed
Additional Time Required
Should additional time be required to complete the allotted training session for any reason, Support will inform the Project Manager for approval of the budget and reschedule determination.
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No Show
If a customer does not show up for their training session, the Support resource will give them 15 minutes to join before ending the session. The 15 minutes (or wait time) will be billed to the customer. Update the case and inform the Project Manager the training will need to be rescheduled and the time that needs to be billed.
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