Training follows the pattern of watching training videos the first half of the day, and practicing what you learned the second half of the day. There are two daily meetings, one for the support department as a whole, and one specifically for new hires to bring up questions they ran into during training.
Week 1
Day 1
- Intro to Company and Each other / Review training schedule
- Review accounting and accrual accounting based on New Hire starting level understanding of accounting. Review purpose of Sedona Office with relation to accounting and our customers daily business
- App Training
- Basic Setup
- Sales management
- Client Management
- Practice - Physically do in Sedona everything taught in app training (I will provide a list)
- Think of at least 3 questions for tomorrow
- If you finish before 5 you can practice more, try new things, study from our website (read, watch videos), organize your notes, or look at tickets. Whatever helps you learn best.
- Weekly Traction Meeting
Day 2
- Meeting to review questions from the day before
- App Training
- Client Management wrap up
- Accounts Receivable
- Practice per worksheet / further study as needed
- Support Huddle
Day 3
- Meeting to review questions from the day before
- App Training
- Accounts Payable
- Inventory
- Practice per worksheet / further study as needed
- Support Huddle
Day 4
- Meeting to review questions from the day before
- App Training
- Inventory finish up
- Job Management
- Service
- Practice per worksheet / further study as needed
- Support Huddle
Day 5
- Meeting to review questions from the day before
- App Training
- Service
- General Ledger
- Practice per worksheet / further study as needed
- Support Huddle
Week 2
Day 1
- Meeting to review questions from the day before
- App Training
- Setup and Misc Modules
- HR catch up
- SA, TA, Eforms as time allows
- Practice per worksheet / further study as needed
- Weekly Traction Meeting
Day 2
- Role Reversal – explain to me (in general) what the different modules in Sedona are for. This is not a detailed explanation of what buttons to press, but rather a general overview, i.e. why do users go to the inventory module? What are the different things they can do there? We will do this one on one.
- Review our internal ticket process:
- Personal Queue/Outlook Calendar/Emails
- How to setup customer calls and tips for working with customers
- Review Troubleshooting
- Look at some tickets together and discuss solutions
- Ride along for my afternoon tickets
- Support Huddle
Day 3
- Look at actual cases together. Review/Discuss/Email/Setup Live Assists with as many as possible. These will be on my schedule for the afternoon.
- Research 5 tickets and put them on my schedule for tomorrow morning.
- Continue research of 5 tickets, note proposed solution in ticket notes.
- Support Huddle
Day 4
- Discuss tickets for this morning’s live assists.
- Ride along live assists
- Research 3 tickets, note proposed solution in ticket notes, and put them on my schedule for tomorrow morning.
- Support Huddle
Day 5
- Discuss tickets for this morning’s live assists.
- Role Reversal, I ride along your live assists
- Discuss organization and schedule plan moving forward.
- Support Huddle
Week 3
From here forward - Daily morning meetings to review your case notes and offer suggestions for live assists. Daily meetings end when you feel confident.
