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Service Optimization Training offering April 2018

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ClickSoftware Service Optimization

Training Offering ©2018 ClickSoftware Technologies Ltd. All rights reserved

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About ClickSoftware Training Services ClickSoftware Training Services provides a wide range of practical courses to support

ClickSoftware’s professionals and users. Courses are offered via eLearning or on-site at your own

premises. The training provides deep understanding of both theoretical and practical knowledge

required to implement, administrate and use ClickSoftware’s products.

eLearning eLearning, or self-paced learning, is built using a state of the art online learning system which offers

participants an effective and seamless training experience. This features, for some of the courses,

a practice environment that can be used for learning purposes.

Classroom Classroom courses are tailored for those participants that prefer to attend training sessions led by

a trainer. These courses are tailored for different types of users, from dispatchers, systems

administrators and implementation teams to developers.

ClickSoftware's professional trainers ensure that you and your team are fully equipped to get the

most out of your technological investment.

For additional information contact: [email protected]

ClickSoftware goes a long way to make sure

that customers and partners receive the

training and education necessary to carry

out their implementations and projects with

excellence. We offer a variety of activities

and courses to help you master the

technology and become proficient in this

field.

ClickSoftware Training Store

Check our training store. Some of the eLearning

courses are available for online purchase through

our store:

https://store.clicksoftware.com

mailto:[email protected]

https://store.clicksoftware.com/

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Service Optimization Courses

Course Name Target Audience Delivery Method Estimated Duration

ClickSchedule ClickSchedule for Dispatchers (102) Dispatcher Classroom 1 day

ClickSchedule for Administrators (202\202e) Administrator Classroom\eLearning 3 days \ 15-20 hours

ClickSchedule for Cloud Administrators (222\222e) Administrator - Cloud Classroom\eLearning 3 days\ 15-20 hours

ClickSchedule Technical Product Training (201\201e) Customer Project Team Classroom\eLearning 5 days\ 25-30 hours

ClickSchedule Technical Product Training and Troubleshooting (802\802e) First Line Support Classroom\eLearning 5 days\ 30-35 hours

ClickSchedule Technical Product Training for Cloud Implementations (811e) First Line Cloud Support Classroom\eLearning 5 days\ 25-30 hours

Insights into ClickSchedule Logic Services (221) Implementer Classroom 5 days

Associate Consultant ClickSchedule (ACS) Partner Implementer eLearning 30-35 hours

ClickSchedule for Developers (220) Developer Classroom 5 days

ClickMobile

ClickMobile Classic for Engineers (107c) Engineer Classroom 4.5 hours

ClickMobile Touch for Engineers (107t) Engineer Classroom 4.5 hours

ClickMobile Touch Technical Product Training (207t) Customer Project Team Classroom\eLearning 3 days\ 15-20 hours

ClickMobile Touch Technical Product Training and Troubleshooting (807e) First Line Support Classroom\eLearning 3.5 days\ 15-20 hours

ClickMobile Touch Technical Product Training for Cloud Implementations (817e) First Line Cloud Support Classroom\eLearning 3.5 days\ 15-20 hours

ClickMobile Classic Technical Product Training (207c) Implementer Classroom 3 days

Associate Consultant ClickMobile (ACM) Partner Implementer eLearning 28 hours

ClickMobile Touch for Developers (227t) Developer Classroom 3 days

ClickMobile Classic for Developers (227c) Developer Classroom 3 days

Customer Engagement

CEM for Implementers (750) Implementer eLearning 3 hours

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ClickDashboard

ClickDashboard for Administrators (301) Implementer Classroom 3 days

ClickAnalyze ClickAnalyze Reporting for Managers (103) Manager Classroom 2.5 hours

ClickAnalyze Reporting for Administrators (203) Administrator Classroom 4.5 hours

ClickAnalyze Insight for Administrators (204) Administrator Classroom 4.5 hours

ClickAnalyze Reporting for Implementers (212) Implementer Classroom 1 day

ClickWorkforce ClickWorkforce for Dispatchers (502) Dispatcher Classroom 1 day

ClickWorkforce for Administrators (501b) Administrator eLearning & Classroom 20 hours eLearning +

2 days Classroom

ClickWorkforce Technical Product Training (507) Implementer Classroom 3 days

ClickRoster ClickRoster for End Planners (108) Planner Classroom 1 day

ClickRoster Technical Product Training (208) Implementer eLearning & Classroom 5 hours eLearning +

4 days Classroom

ClickRoster for Developers (228) Developer Classroom 4 days

Service Optimization Supporting ServiceOptimization Implementations (801) Support Classroom 4 days

Testing ServiceOptimization Implementations (401) QA Engineer Classroom 3 days

ClickPlan ClickPlan for Planners (105) Planner Classroom 1 day

ClickPlan for Administrators (205) Administrator Classroom 1.5 days

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ClickForecast ClickForecast for End Users (106) End User Classroom 1 day

ClickForecast for Administrators (206) Administrator Classroom 1.5 days

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ClickSchedule for Dispatchers (#102) Course Description:

This course is meant to teach Dispatchers how to utilize the ClickSchedule Web Client. The participants will learn about the Scheduling challenges and ClickSchedule solution.

In addition, the Dispatchers will learn how to perform their daily work in the system and how to handle exceptions in the schedule. The course covers the out of the box

standard process and usage flows. A customized session can be tailored for an on-site training.

Course Objectives:

By the end of this course the trainees will be able to:

✓ Describe the Scheduling challenges and ClickSchedule solution

✓ Describe the different Scheduling options in the system

✓ Manage the daily schedule and handle exceptions

✓ Manage tasks and handle resources availabilities

Course Topics:

➢ Scheduling and the ClickSchedule Solution

➢ The Scheduling View

➢ Scheduling Tasks with ClickSchedule

➢ Workload Management

Pre-Requisites: None

Duration: 1 day

Certification: None

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ClickSchedule for Administrators (#202) Course Description:

This course provides deep understanding of the Service Optimization suite as well as the ClickSchedule product from business, UI and administration points of view.

Course Objectives:


✓ Describe the scheduling challenges and the ClickSoftware solution ✓ Describe the client interface and perform basic functions in the client ✓ Manage the various ClickSchedule components as required in your administration

Course Topics: ➢ Course Introduction ➢ User Management Tool

➢ Scheduling and the ClickSchedule Solution ➢ System Agents

➢ ClickSchedule Client Interface and Basic Functionalities ➢ Audit Trail

➢ Client User Settings ➢ Centralized Logging

➢ Service Optimization Data Schema ➢ Service Optimization Suite Architecture

➢ View and Form Management ➢ Servers Farm Management and Licensing

➢ The Configuration Installer ➢ Basic Guidelines for System Administrators

➢ The Import Tool


Duration: Estimated 15-20 hours

Certification: Yes

Click here to order the course from the Training Store

https://store.clicksoftware.com/product/202e-clickschedule-for-administrators/

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ClickSchedule for Cloud Administrators (#222e)

Course Description: This course utilizes ClickSoftware’s online eLearning system, which offers participants a self-learning, self-paced training experience. The training

features scenario-based learning as well as hands-on practice in the training environment.

Course Objective:


✓ Describe the scheduling challenges and the ClickSoftware solution ✓ Describe the client interface and perform basic functions in the client ✓ Manage the various ClickSchedule components as required in your administration

Course Topics:

➢ ClickSchedule for Cloud Administrators- Course Introduction ➢ User Management Tool

➢ Scheduling and the ClickSchedule Solution ➢ Cloud Identity Manger

➢ ClickSchedule Client Interface and Basic Functionalities ➢ System Agents

➢ Client User Settings ➢ Audit Trail

➢ Service Optimization Data Schema ➢ Centralized Logging

➢ View and Form Management ➢ Cloud Services Dashboard

➢ The Configuration Installer ➢ Service Optimization Suite Architecture

➢ The Import Tool



Certification: Yes


https://store.clicksoftware.com/product/222e-clickschedule-for-cloud-administrators/

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ClickSchedule Technical Product Training (#201)

Course Description: This course provides deep understanding of the Service Optimization suite as well as the ClickSchedule product from business, UI, administration

and configuration points of view.

Course Objectives: By the end of this course the trainees will be able to:

✓ Describe the scheduling challenges and the ClickSoftware solution ✓ Describe the client interface and perform basic functions in the client ✓ Configure the various ClickSchedule components as required in your

implementation

Course Topics:

➢ Course Introduction ➢ The Import Tool ➢ Scheduling Services ➢ Scheduling and the ClickSchedule Solution ➢ User Management Tool ➢ GIS Overview ➢ ClickSchedule Client Interface and Basic Functionalities ➢ Audit Trail ➢ Advanced Scheduling Options ➢ Client User Settings ➢ Centralized Logging ➢ Service Optimization Suite Architecture ➢ Service Optimization Data Schema ➢ Task Lifecycle ➢ Integration ➢ View and Form Management ➢ Generic Events ➢ Server Farm Management & Licensing ➢ The Configuration Installer ➢ Scheduling Policies



Certification: Yes


https://store.clicksoftware.com/product/clickschedule-technical-product-training/

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ClickSchedule Technical Product Training and Troubleshooting 101 (#802)

Course Description: This course provides the essential knowledge required to take part in ClickSchedule configuration. In addition, it also provides the knowledge

needed in supporting basic product issues. Adhering to the course requirements and passing the exams will entitle participants to submit cases to the support team.


✓ Describe the scheduling challenges and the ClickSoftware solution ✓ Describe the client interface and perform basic functions in the client ✓ Configure the various ClickSchedule components as required in your

implementation ✓ Identify the root cause of common problems ✓ Resolve basic issues and open support cases

Course Topics:

➢ ClickSchedule for First Line Supporters- Course Opening ➢ The Import Tool ➢ GIS Overview ➢ ClickSchedule Technical Course- Course Introduction ➢ User Management Tool ➢ Advanced Scheduling Options ➢ Scheduling and the ClickSchedule Solution ➢ Audit Trail ➢ Service Optimization Suite Architecture ➢ ClickSchedule Client Interface and Basic Functionalities ➢ Centralized Logging ➢ Integration ➢ Client User Settings ➢ Task Lifecycle ➢ Servers Farm Management and Licensing ➢ Service Optimization Data Schema ➢ Generic Events ➢ ClickSchedule for First Line Supporters- Troubleshooting ➢ View and Form Management ➢ Scheduling Policies ➢ ClickSchedule for First Line Supporters- Approaching Support Services ➢ The Configuration Installer

➢ Scheduling Services



Certification: Yes


https://store.clicksoftware.com/product/802e-clickschedule-technical-product-training-for-first-line-support/

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ClickSchedule Technical Product Training for Cloud Implementations (#811)

Course Description: This course provides the essential knowledge required to take part in ClickSchedule configuration. In addition, it also provides the knowledge needed in

supporting basic product issues. Adhering to the course requirements and passing the exams will entitle participants to submit cases to the support team.


✓ Describe the scheduling challenges and the ClickSoftware solution

✓ Describe the client interface and perform basic functions in the client

✓ Configure the various ClickSchedule components as required in your implementation

✓ Identify the root cause of common problems

✓ Resolve basic issues and open support cases

Course Topics: ➢ ClickSchedule for First Line Supporters- Course Opening ➢ The Import Tool ➢ Scheduling Policies

➢ ClickSchedule Technical Course- Course Introduction ➢ User Management Tool )Cloud) ➢ Scheduling Services

➢ Scheduling and the ClickSchedule Solution ➢ Cloud Identity Manager ➢ GIS Overview

➢ ClickSchedule Client Interface and Basic Functionalities ➢ System Agents ➢ Advanced Scheduling Options

➢ Client User Settings ➢ Audit Trail ➢ Service Optimization Suite Architecture

➢ Service Optimization Data Schema ➢ Centralized Logging ➢ Integration

➢ View and Form Management ➢ Task Lifecycle ➢ ClickSchedule - Troubleshooting (Cloud)

➢ The Configuration Installer ➢ Generic Events ➢ ClickSchedule - Approaching Support Services (Cloud)


Certification: Yes


https://store.clicksoftware.com/product/811e-clickschedule-technical-product-training-for-first-line-support-cloud-implementations/

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ClickSchedule Insights into Logic Services (#221)

Course Description:

This course provides deep understanding of various logic concepts and solutions. The participants will learn how to give logic solutions to various standard business scenarios by configuring ClickSchedule logic components.


✓ Explain logic solutions to various standard business scenarios, as presented in ClickSchedule ✓ Identify logic services that are part of standard logic solutions, provide best practices for each one of them and related limitations that require

further consultancy ✓ Perform standard configuration of selected ClickSchedule logic components

Course Topics:

➢ Introduction to ClickSchedule Schedule Services ➢ Schedule Update ➢ Scheduling Services Building Blocks ➢ Schedule Workflow ➢ Client Scheduling Services ➢ Bundler Overview ➢ Contractors ➢ Background Optimization ➢ Logic Services ➢ Center of Work ➢ Relocations ➢ Decomposition & Slicing ➢ Appointment Booking ➢ Popular Packaged Components ➢ Extended Optimizer Internals ➢ Sxps & Updates Through Integration

Pre-Requisites: One of the following:

• Course #201/201e - ClickSchedule Technical Product Training

• Associate Consultant ClickSchedule (ACS) certification

Duration: 5 days

Certification: Yes


https://store.clicksoftware.com/product/clickschedule-insights-into-logic-services-221/

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Associate Consultant ClickSchedule Certification (ACS)

Course Description:

This course demonstrates that an individual has the necessary knowledge of the product to be an important contributor to the implementation team,

from lending ideas and problem solving through implementation and, finally, production. The course is aimed at ClickSoftware’s partners.

Course Objectives:


✓ Describe the scheduling challenges and the ClickSoftware solution

✓ Describe the client interface and perform basic functions in the client

✓ Configure the various ClickSchedule components as required in your implementation

Course Topics:

➢ ClickSchedule - Associate Consultant Certification- Course Introduction

➢ User Management Tool ➢ GIS Overview

➢ Scheduling and the ClickSchedule Solution ➢ System Agents ➢ Advanced Scheduling Options ➢ ClickSchedule Client Interface and Basic Functionalities ➢ Audit Trail ➢ Service Optimization Suite Architecture ➢ Client User Settings ➢ Centralized Logging ➢ Integration ➢ Service Optimization Data Schema ➢ Task Lifecycle ➢ Server Farm Management and Licensing ➢ View and Form Management ➢ Generic Events ➢ Cloud Services Dashboard ➢ The Configuration Installer ➢ Scheduling Policies ➢ Cloud Identity Manager ➢ The Import Tool ➢ Scheduling Services


Duration: Estimated 30 - 35 hours

Certification: Yes


https://store.clicksoftware.com/product/associate-consultant-certification-acs-2/

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ClickSchedule for Developers (220)

Course Description:

This course will enable the trainee (programmer) to develop ClickSchedule customizations effectively using the product API.

Course Objectives:


✓ Describe the structure of ClickSchedule ✓ Integrate ClickSchedule with other systems ✓ Access the ClickSchedule data using server side and client-side

components ✓ Write custom SXP messages

✓ Write client add-ins ✓ Expose web services and write server events

Course Topics:

➢ Server Development ➢ Web Services & SXP ➢ Web Client Basics ➢ UI & Events ➢ Web Client API

Pre-Requisites:

• Windows 2008 E-Learning courses: One of the following:

• Programming in Visual Studio 2010 • ClickSchedule Technical Product Training (course #201e)

• Programming in C# (Preferred) or Visual Basic .Net • Associate Consultant ClickSchedule (ACS) certification

• XML

• Programming in Silverlight

• web-services knowledge

Duration: Estimated 30 - 35 hours

Certification: Yes


https://store.clicksoftware.com/product/clickschedule-for-developers-220/

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ClickMobile Classic for Engineers (#107c)

Course Description:

This course provides understanding of the purpose and content of the ClickMobile Classic product. During this course, the trainees will learn and practice how to

manage assignments, and view related information

Course Objectives:


✓ Handle ClickMobile Classic assignments

✓ Handle ClickMobile Classic messages

✓ Work with ClickMobile Classic Timesheets

Course Topics:

➢ Course Overview ➢ Introduction to ClickMobile ➢ ClickMobile Architecture ➢ ClickMobile Basic Terms ➢ Working with ClickMobile ➢ Starting ClickMobile ➢ Working with Assignments ➢ Working with Timesheets ➢ Working with Messages ➢ Working with Business Views


Duration: Estimated 4.5 hours

Certification: None

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ClickMobile Touch for Engineers (#107t)

Course Description: This course provides understanding of the purpose and content of the ClickMobile Touch product. During this course, the trainees will learn and practice how to manage assignments and view related information.


✓ Handle ClickMobile Touch assignments ✓ Handle ClickMobile Touch messages ✓ Work with ClickMobile Touch Timesheets

Course Topics:

➢ Introduction to ClickMobile Touch ➢ Working with ClickMobile Touch


Duration: Estimated 4.5 hours

Certification: None

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ClickMobile Touch Technical Product Training (207t) Course Description:

The ClickMobile Technical Product Training course provides fundamental understanding of both theoretical and practical ClickMobile configuration knowledge that is

required for ClickMobile implementations.

Course Objectives:


✓ Describe the ClickMobile solution

✓ Configure the various ClickMobile components as required in your implementation

Course Topics:

➢ Course Opening ➢ ClickMobile Dispatching Policy

➢ Getting to Know ClickMobile ➢ Exercise- ClickMobile Dispatching Policy

➢ ClickMobile From Users Point of View ➢ ClickMobile Forms Configuration ➢ ClickMobile System Architecture ➢ Exercise- ClickMobile Forms Configuration

➢ ClickMobile Installation and Setup ➢ ClickMobile AppStore

➢ Exercise- ClickMobile Installation ➢ Exercise- ClickMobile AppStore



Certification: Yes


https://store.clicksoftware.com/product/clickmobile-touch-technical-training/

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ClickMobile Touch Technical Product Training and Troubleshooting (807)

Course Description:

This course provides the essential knowledge required to take part in ClickMobile configuration. In addition, it also provides the knowledge needed in supporting basic product issues.


✓ Describe the ClickMobile solution ✓ Configure the various ClickMobile components as required in your implementation ✓ Describe the functionally of ClickMobile Classic ✓ Identify the root cause of common problems ✓ Resolve basic issues and open support cases

Course Topics:

➢ Course Opening ➢ Exercise- ClickMobile Dispatching Policy

➢ Getting to Know ClickMobile ➢ ClickMobile Forms Configuration ➢ ClickMobile From Users Point of View ➢ ClickMobile AppStore ➢ ClickMobile System Architecture ➢ Exercise- ClickMobile AppStore ➢ ClickMobile Installation and Setup ➢ ClickMobile for First Line Supporters- Troubleshooting

➢ Exercise- ClickMobile Installation ➢ ClickMobile for First Line Supporters- Approaching Support Services

➢ ClickMobile Dispatching Policy


Duration: Estimated 20 hours

Certification: Yes


https://store.clicksoftware.com/product/807e-clickmobile-technical-product-training-first-line-support/

pg. 19


ClickMobile Touch Technical Product Training for Cloud Implementations (817)

Course Description:

The ClickMobile Technical Product Training course provides fundamental understanding of both theoretical and practical ClickMobile configuration knowledge that is required for ClickMobile implementations

Course Objectives:


✓ Describe the ClickMobile solution ✓ Configure the various ClickMobile components as required in your implementation ✓ Identify the root cause of common problems ✓ Resolve basic issues and open support cases

Course Topics:

➢ ClickMobile Cloud- Course Opening ➢ ClickMobile Forms Configuration

➢ Getting to Know ClickMobile ➢ Exercise- ClickMobile Forms Configuration ➢ ClickMobile From Users Point of View ➢ ClickMobile AppStore ➢ ClickMobile System Architecture ➢ Exercise- ClickMobile AppStore ➢ ClickMobile Dispatching Policy ➢ ClickMobile for First Line Supporters- Troubleshooting (Cloud)

➢ Exercise- ClickMobile Dispatching Policy ➢ ClickMobile for First Line Supporters- Approaching Support Services



Certification: Yes


https://store.clicksoftware.com/product/817e-clickmobile-technical-product-training-for-cloud-first-line-support/

pg. 20


ClickMobile Classic Technical Product Training (207c)

Course Description:

The ClickMobile Technical Product Training course provides fundamental understanding of both theoretical and practical ClickMobile configuration knowledge that is required for ClickMobile cloud implementations.

Course Objectives:


✓ Describe the ClickMobile solution ✓ Configure the various ClickMobile components as required in your implementation by using the ClickMobile studio ✓

Course Topics:

➢ ClickMobile Cloud- Course Opening ➢ Getting to know ClickMobile ➢ ClickMobile From Users Point of View ➢ ClickMobile System Architecture ➢ ClickMobile Dispatching Policy ➢ Exercise- ClickMobile Dispatching Policy ➢ ClickMobile- Forms Configuration ➢ Exercise- ClickMobile Forms Configuration ➢ ClickMobile AppStore ➢ Exercise- ClickMobile AppStore ➢ ClickMobile for First Line Supporters- Troubleshooting (Cloud) ➢ ClickMobile for First Line Supporters—Approaching Support Services



Certification: Yes

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Associate Consultant ClickMobile Certification (ACM) Course Description:

This course demonstrates that an individual has the necessary knowledge of the product to be an important contributor to the implementation team, from lending

ideas and problem solving through implementation and, finally, production.

Course Objectives:


✓ Describe the ClickMobile solution

✓ Configure the various ClickMobile components as required in your implementation

✓ Describe the functionally of ClickMobile Classic

Course Topics:

➢ ClickMobile- Associate Consultant Certification Course Introduction

➢ ClickMobile From Users Point of View ➢ Exercise- ClickMobile AppStore

➢ Service Optimization Data Schema ➢ ClickMobile System Architecture ➢ ClickMobile Classic- PC Client ➢ System Agents ➢ ClickMobile- Installation and Setup ➢ ClickMobile Classic- Troubleshooting ➢ User Management Tool ➢ Exercise- ClickMobile Installation ➢ Cloud ServicesDashboard ➢ Service Optimization Suite Architecture ➢ ClickMobile- Dispatching Policy ➢ Cloud Identity Manager ➢ Integration ➢ ClickMobile- Forms Configuration ➢ Servers Farm Management and

Licensing ➢ Exercise- ClickMobile Forms

Configuration

➢ Getting to Know ClickMobile ➢ ClickMobile AppStore



Certification: Yes


https://store.clicksoftware.com/product/associate-consultant-certification-acm-3/

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ClickMobile Touch for Developers (#227t)

Course Description: This course will enable the trainee (programmer) to develop ClickMobile Touch customizations using the product API.


✓ Understand the ClickMobile Architecture and Structure

✓ Understand the different Customization points of ClickMobile

✓ Develop the various ClickMobile components as required in your implemenataion

✓ Install and debug ClickMobile customizations

Course Topics:

➢ ClickMobile Touch Architecture ➢ Form Event ➢ Mobility Studio Overview ➢ Custom Panel ➢ Customization Points ➢ Widgets ➢ Configuring ClickMobile Touch User ➢ Inline Panel ➢ DLL / JS References ➢ Custom View ➢ API Overview ➢ Custom Settings

Pre-Requisites:

Development background- Minimum 1-year experience in the following:

• C# (Preferred) or Visual Basic .Net programming

• HTML, Java script, CSS

• JQuery

One of the following:

➢ ClickMobile Technical Product Training (course #207e) For partners only:

➢ Associate Consultant ClickMobile (ACM) certification

Duration: 5 days

Certification: Yes


https://store.clicksoftware.com/product/clickmobile-touch-for-developers-227/

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ClickMobile Classic for Developers (#227c)

Course Description: This course will enable the trainee (programmer) to develop ClickMobile Classic customizations using the product API.

Course Objectives:


✓ Develop the various ClickMobile components as required in your implementation

Course Topics:

➢ Available Documentation Overview ➢ Form Services ➢ Custom Client View

➢ ClickMobile SDK Example ➢ File Transfer Services ➢ Custom Alternative View

➢ Infrastructure & Customization Entry Points ➢ Client Events ➢ Widgets

➢ ClickMobile Logging ➢ Form Events ➢ File Transfer API

➢ Controller Services ➢ Custom Manu Add-In

➢ Business View Services ➢ Custom Panel on the Form

Pre-Requisites: Minimum 1-year experience in the following:

• C# (Preferred) or Visual Basic .Net programming

• HTML, Java script, CSS

• JQuery

Duration: 3 days

Certification: Yes

pg. 24


CEM for Implementers (750)

Course Description: ClickSoftware’s Customer Engagement Module (CEM) offers consumers multiple channels, such as SMS, Email, and IVR, to interact with their service provider. It enables service providers to enhance the customer experience, encouraging customers to engage using multiple up-to-date channels. In this course you will learn how to create an account, brand your account, and configure the Customer Engagement Module in Click Field Service Edge or Service Optimization

Course Objectives:


✓ Create an account ✓ Brand your account ✓ Configure the Customer Engagement Module in Click Field Service Edge or Service Optimization

Course Topics:

➢ Scheduling and the ClickSchedule Solution ➢ Service Edge Scheduling- Status Transitions ➢ Introduction to Integration with Service Edge ➢ Outgoing Messages ➢ Service Edge Scheduling- Generic Events ➢ Customer Engagement Module ➢ CEM Dashboard ➢ Exercise ➢ Exam


Duration: 5 hours

Certification: Yes


https://store.clicksoftware.com/product/service-edge-cem-for-implementers-750e/

pg. 25


ClickDashboard for Administrators (#301) Description: This part provides the essential knowledge required to administer ClickDashboard, design new dashboards and widgets, expand the existing data model and create new data models. The training includes an overview of each component and feature, and hands on training exercises

Course Objectives:


✓ Describe the ClickDashboard Architecture, Flow & Historical Data Model ✓ Administrate ClickDashboard ✓ Expand the current data model and create new dashboards, widgets ✓ Perform basic troubleshooting.

Course Topics:

➢ Benefits of Business Analytics ➢ Use Cases– SO

➢ Architecture ➢ Historical Data Flow

➢ Current Report - Data Flow ➢ Data Archival Process

➢ Sisense Components ➢ Historical Elastic Cubes

➢ SO Elastic Cube ➢ Data accumulation in historical cubes

➢ Current Dashboard Reports – UI Components ➢ Basic troubleshooting

➢ User Management ➢ Use Cases – DWH

➢ Security ➢ User Experience with reports during build

Pre-Requisites: Familiarity with Click SO DB schema & Basic SQL querying knowledge

Duration: 2 days

Certification: None

pg. 26


ClickAnalyze Reporting for Managers (#103) ClickAnalyze Reporting for Administrators (#203)

Course Description:

This course provides an overview of ClickAnalyze reports as well as teaches how to generate reports and adjust their layout.

Course Description:

This course provides an overview of the ClickAnalyze Reporting capabilities, as well as administration and basic configuration.

Course Objectives:

By the end of this course the trainees will be able to: ✓ Describe the Scheduling basic terms and the Scheduling concepts. ✓ Describe the various ClickAnalyze reports and their use ✓ Generate and customize reports

Course Objectives:

By the end of this course the trainees will be able to: ✓ Generate ClickAnalyze Reporting reports ✓ Create reports templates for ClickAnalyze Reporting and define their

characteristics ✓ Describe the basic ClickAnalyze Reporting configuration options

Course Topics:

➢ ClickAnalyze Reporting Terms and Concepts ➢ ClickAnalyze Reporting Reports Overview ➢ Adjusting the Report Layout

Course Topics:

➢ Introduction to ClickAnalyze Reporting ➢ ClickAnalyze Reporting Administration ➢ ClickAnalyze Reporting – Introduction to Configuration



Duration: Estimated 2.5 hours Duration: Estimated 4.5 hours

Certification: None

Certification: None

pg. 27


ClickAnalyze Insight for Administrators (#204) ClickAnalyze Reporting for Implementers (#212)

Course Description:

This course provides an overview of the ClickAnalyze Insight capabilities, as well as basic configuration options.

Course Description:

This course provides deep understanding of the ClickAnalyze Reporting product from UI, administration and configuration points of view.


✓ Generate ClickAnalyze Insight reports and describe Insight architecture ✓ Describe the usage of the ClickAnalyze Insight Agent and it’s

configuration

Course Objectives:


✓ Generate ClickAnalyze Reporting reports ✓ Configure the reports layout ✓ Define new system reports

Course Topics: ➢ ClickAnalyze Insight Reports ➢ ClickAnalyze Insight Administration

Course Topics: ➢ Generating a Report

➢ ClickAnalyze Reporting Administration ➢ ClickAnalyze Reporting Configuration

Pre-Requisites: None Pre-Requisites: None

Duration: Estimated 4.5 hours Duration: Estimated 4.5 hours

Certification: None Certification: None

pg. 28


ClickWorkforce for End Users (#502) Course Description:

This course is meant to teach Dispatchers how to utilize ClickWorkforce. The participants will learn about the Scheduling challenges and ClickSchedule solution.

In addition, the Dispatchers will learn how to perform their daily work in the system and how to handle exceptions in the schedule.

Course Objectives:


✓ Describe the Scheduling challenges and ClickWorkforce solution

✓ Describe the different Scheduling options in the system

✓ Manage the daily schedule and handle exceptions and resources availability

Course Topics:

➢ Scheduling and the ClickWorkforce Solution

➢ The Scheduling View

➢ Scheduling Tasks with ClickSchedule

➢ Workload Management


Duration: 1 day

Certification: None

pg. 29


ClickWorkforce for Administrators (#501b)

Course Description:

This course provides deep understanding of ClickWorkforce features, administration and configuration options. Completing this course ensures that the trainees have the knowledge needed to perform ClickWorkforce administration tasks. The course is comprised of a preliminary self-paced eLearning course, where you will learn about administration aspects in ClickSchedule and ClickMobile, and a following class course.


✓ Describe the Scheduling challenges and the solution

✓ Configure the various ClickSchedule components as required in the administration

✓ Describe the ClickMobile solution and functionality

✓ Customize ClickMobile user forms

✓ Describe the ClickWorkforce various functions

✓ Configure and customize the various ClickWorkforce components

✓ Troubleshoot ClickWorkforce

Course Topics:

➢ Scheduling and the ClickWorkforce Solution

➢ ClickWorkforce and ClickSchedule Interface

➢ Scheduling Tasks with ClickWorkforce

➢ Architecture and Integration

➢ Installation and Basic Configuration

➢ Customizing ClickWorkforce Page Layout

➢ Reports and Dashboards

➢ Troubleshooting and Support



Certification: None

pg. 30


ClickWorkforce Technical Product Training (#507) Course Description:

This course provides deep understanding of ClickWorkforce features, administration and configuration options. Completing this course ensures that the trainees have

the knowledge needed to perform ClickWorkforce implementation tasks.

Course Objectives:

By the end of this course the trainees will be able to: ✓ Describe the ClickWorkforce Solution and basic interface, and perform basic

Scheduling in the solution ✓ Troubleshoot issues in the system and describe the workflow of working

with Support ✓ Install and configure the system for use, including the set-up of permissions ✓ Describe the necessary elements in managing a ClickWorkforce

implementation ✓ Configure and use the solution’s reports and dashboards ✓ Describe the best practices of a ClickWorkforce solution design

Course Topics:

➢ Course Introduction ➢ Integration from SO to Salesforce ➢ ClickWorkforce and ClickSchedule Interface ➢ New Objects and Fields Creation ➢ Architecture and Integration ➢ Permissions ➢ Scheduling Tasks with ClickWorkforce ➢ Integration from Salesforce to SO ➢ Reports and Dashboards ➢ Licensing ➢ Installation and Basic Configuration ➢ Implementation Methodology ➢ Configuring Page Layouts, Custom Fields and Validations ➢ Additional Topics

Pre-Requisites:

• ClickSchedule Technical Product Training (course #201/802/811) For Partners only:

• ClickMobile Technical Product Training (course #207/807/817) ✓ Associate Consultant ClickSchedule (ACS) certification

• Salesforce implementation experience ✓ Associate Consultant ClickMobile (ACM) certification

Duration: 3 days

Certification: None

pg. 31


ClickRoster for End Users (#108)

ClickRoster Technical Product Training (#208)

Course Description: This course in meant to provide an understanding of

the purpose and content of ClickRoster and to give the ability to use it for viewing information and performing actions regarding the rostering process.

Course Description: This course provides deep understanding of the ClickRoster product

from business, UI, administration and configuration points of view.

Course Objectives:


✓ Describe the shift Scheduling challenge ✓ Describe the rostering process ✓ Perform client functionalities that are used by the different process

phases

Course Objectives:


✓ Describe ClickRoster main features ✓ Describe ClickRoster data model and events ✓ Configure the various ClickRoster components as required in your implementation ✓ Define multiple ClickRoster sites

Course Topics:

➢ Shift Scheduling Challenge and Ui ➢ Client Functionalities ➢ Employee Portal

Course Topics:

➢ ClickRoster Client – Scheduling Challenge, Business Processes, UI And Functionalities

➢ Employee Portal

➢ Business Objects (Data Model) ➢ Roster Reports ➢ General Settings ➢ Employee Absences ➢ Rules & Objectives ➢ Calendar Synchronization ➢ Automatic Scheduling ➢ Multiple Sites ➢ Get Candidate ➢ Crews Management ➢ ClickRoster Events ➢ Administrative Settings



Duration: 1 day Duration: Part 1: eLearning – Estimated 5 hours. Part 2: classroom training - 4 days


pg. 32


ClickRoster for Developers (#228)

Course Description ClickRoster includes creating shift plans for days, weeks, months, and years in advance, while also recalculating the shift plans dynamically based on

last-minute changes.

Course Objectives:


✓ Perform server basic customizations

✓ Perform client customizations

✓ Perform troubleshooting- log

Course Topics:

➢ Roster Client

➢ ClickRoster Server Side

➢ Employee Portal Customization

➢ ClickRoster Localization

Pre-Requisites:

• Programming in Visual Studio 2010

• Programming in C# (Preferred) or Visual Basic .Net

• Knowledge of Windows 2008

• Course #208 - ClickRoster Technical Product Training (#208)

• For partners only - Associate Consultant ClickRoster (ACR) certification

Duration: 4 days

Certification: None

pg. 33


Supporting ServiceOptimization Implementations (#801)

Course Description:

This course is meant to provide the trainees with an understanding regarding ServiceOptimization implementations and by that give the ability to perform first level

support for ClickSoftware products.

✓ Procedures ✓ Customer Zone ✓ Architecture ✓ Integration ✓ Agents

✓ Clients ✓ GIS ✓ Troubleshooting ✓ Performance ✓ BGO Optimization

Course Objectives:


✓ Perform troubleshooting for various problems in the Service Optimization environment

✓ Perform first level support in the following:

Use advanced troubleshooting tools

Describe the working procedures with ClickSoftware Support

Course Topics:

➢ Architecture Troubleshooting Version 8 ➢ Integration Troubleshooting - Version 8 ➢ Performance Troubleshooting ➢ Webclient Troubleshooting ➢ GIS Advanced Troubleshooting

➢ Advanced Troubleshooting Tools ➢ Agents Troubleshooting ➢ Customizations Troubleshooting Vs OOTB ➢ Support Tool Kit

Pre-Requisites:

• ClickSchedule Technical Product Training (course #201/802/811)

• Windows administrator skills

Duration: 4 days

Certification: None

pg. 34


Testing ServiceOptimization Implementations (#401)

Course Description:

This course is meant to provide the trainees the ability to plan QA activities for a ClickSchedule implementation project, as well as providing information and knowledge

on the configuration part of the system.

Course Objectives:


✓ Understand the QA activities taken by ClickSoftware’s PSQA team: configuration and End to End.

✓ Better understand the configuration part of the system.

✓ Plan and perform QA activities of a ClickSchedule implementation project

Course Topics:

➢ PS-QA tests for SG ➢ Logic - Overview and Configuration Tests ➢ End to End and UAT Testing Guidelines + Exercise ➢ Updates Through Integration ➢ End to End Testing for SG ➢ ClickMobile Configuration Tests ➢ Web Client Configuration ➢ Defect reporting, Regression tests, Time Estimates Guidelines ➢ Agents Configuration Tests ➢ Installation Testing Guidelines ➢ Events Configuration & Add On ➢ Custom Add in Testing Guideline ➢ Status Transitions Configuration Tests

Pre-Requisites:

• Course #201 - ClickSchedule Technical Product Training

• Prior experience with ServiceOptimization

• Prior experience as a QA Engineer

Duration: 3 days

Certification: None

pg. 35


ClickPlan for End Users (#105) ClickPlan for Administrators (#205)

Course Description:

This course is meant to provide the trainees with an understanding of The purpose and content of ClickPlan.

Course Description:

This course is meant to provide the trainees with an understanding of the purpose and content of ClickPlan.

Course Objectives:


✓ Describe the business problem and planning process ✓ Work with Demands and Resources ✓ Describe the different allocation methods ✓

Course Objectives:


✓ Access the Administration Window ✓ Creating ClickPlan Administrative Settings ✓

Course Topics:

➢ The Business Problem and Planning Process ➢ ClickPlan Main Window ➢ Working with Demands and Resources In ClickPlan ➢ Allocation Methods ➢ Plan Tuning Wizard ➢ Scenarios Model ➢ Variation Management ➢ Advanced Topics

Course Topics:

➢ Creating ClickPlan Administrative Settings ➢ Working with User Settings ➢ Tuning Wizard

Pre-Requisites: None Pre-Requisites: Course #202 / #202e - ClickSchedule for Administrators course

Duration: 1 day Duration: 1.5 days


pg. 36


ClickForecast for End Users (#106)

ClickForecast for Administrators (#206)

Course Description:

This course is meant to provide the trainees with an understanding of the purpose and content of ClickForecast, and to give them the ability to use it for creating long term and short-term forecasts.

Course Description:

This course is meant to provide the trainees the ability to administrate and configure the ClickForecast.

Course Objectives:


✓ Perform the day to day work of a forecast analyst using ClickForecast

✓ Create a baseline forecast, then adjust, finalize and update it

Course Objectives:


✓ Use ClickForecast administrative tools to enable full functionality of ClickForecast server and maintain the server environment

Course Topics:

➢ Course Overview ➢ Introduction to Forecasting and ClickForecast ➢ Creating A Long-Term Forecast – Preparations, Processing the

Forecast, Exporting the Forecast and Updating Historical Data ➢ Deriving A Short-Term Forecast

Course Topics:

➢ ClickForecast Overview ➢ ClickForecast Administration ➢ Offline Operations Agent

Pre-Requisites: None Pre-Requisites: Course #202 - ClickSchedule for Administrators course

Duration: 1 day Duration: 1.5 days


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