Product Training Syllabus

Field Force Automation Technology Courses

These courses are intended primarily for technical resources that will be involved in the implementation of a Field Force Automation system. Certain courses may require 'O' (Overview) level classes, but otherwise it is assumed that technical resources will meet any other necessary prerequisite as a function of their job assignment. For some classes, additional experiences (for example relational databases) may be suggested.


Installations and Configurations

Course Duration
1 day

Who Should Attend?
To complete their understanding of FFA Technical Foundations. All internal FFA technical staff should take this training.

Course Objectives
This course presents a technical overview of the major components of a FFA system and solution. Included are:

Interface Customization

System Installation


This course should be taken by anyone who will need to customize any component of a FFA solution to provide a custom solution. It is strongly recommended that attendees to this training also take:

Integration Server Overview (IS)

Wireless Workforce Management (WWfM


System Administration

Course Duration
2 days

Course Objectives
This course is a combination of courses T-102, T-103, and T-104 that are grouped for convenience.



Technologies Overview

Course Duration
0.5 day

Who Should Attend?
This course should be taken by anyone who will be involved with the implementation of a FFA System (both internal and external)

Course Objectives
This course presents a technical overview of the implementation of FFA Systems, and identifies the solution technical implementation mechanisms and structure. Topics include:

Architecture

Underlying Technologies

Development Tools


Technical Administration

Course Duration
0.5 day

Who Should Attend?
This course should be taken by anyone who will be responsible for the Technical Administration of any component of a Field Force Automation System.

All internal FFA technical staff should take this training.

Course Objectives
This course presents an overview of technical administration functions for the major components of a FFA system and solution. Included are:

System Components

Patches / Bug Fixes

Log Files

Troubleshooting



Service Workflow: Implementations

Course Duration
3 days

Who Should Attend?
This course should be taken by anyone who will implement a FFA Service Workflow solution, or who will use one. All FFA Technical resources and Business Analysts should take this course

Course Objectives
This course provides the development and implementation details necessary to use the FFA Service Workforce) product to build and execute a process workflow template. Topics include:

Service Workflow Editor
- Workflow Steps
- Initiation of a Workflow Process
- Workflow Tokens
- Building a English workflow template

Service Workflow Monitor

Workflow process initiation, debug, and execution

This course requires O - 211 as a prerequisite.

This training will include significant hands-on exercises and requires all participants have access to a FFA System, including the Operational Database, Workflow Editor Java Administration Tool, FFA Object Model, and the FFA Service Portal. The course will develop and execute a workflow based on a DSL installation.


Object Model

Course Duration
0.5 day

Who Should Attend?
Technical resources that will be implementing FFA applications where interactions from Java code to the foundation database structures will need this course.

Course Objectives
This class provides on overview of the FFA Object Model.

Included are examples of the Java packages, classes, and methods, which are implemented as components of the FFA Object Model.



Alerts: Customized Workforce Management System Alerts

Course Duration
1 day

Who Should Attend?
This course should be taken by FFA and customer technical resources who are involved with a development and / or deployment of a Field Force Automation System that includes Alerts that require customization.

Business Analysts involved in implementing Field Force Automation eRepair Supervisor functions should take this course.

Course Objectives
This course will provide the processes and procedures that will enable the propagation of Field Force Automation Alerts that cannot be supported using the standard, configurable alert definitions. This course is technical, and requires both SQL and Java knowledge. It is recommended that the FFA Global Education Training Courses B – 237 Field Force Automation Alerts: Standard and Configured Alerts or B – 238 Field Force Automation Alerts: Standard Workforce Management System Alerts, and O – 211 Service Workflow Overview be taken prior to tasking this course. Topics include:

Customizing Alerts Definition Alerts using SQL

Using Service Workflow to Develop Customized Alerts


This training will include significant hands-on exercises and requires all participants have access to a FFA System, including the Operational Database, Workflow Editor Java Administration Tool and the FFA Service Portal.


Wireless Workforce Management: JSP Customization Overview

Course Duration
0.5 day

Who Should Attend?
This course should be taken by anyone who is involved with FFA WWfM will require JSP customization.

Course Objectives
This course provides an overview of the processing required to provide customized WWfM interfaces. This course has been replaced (in most cases) by the User Defined Capabilities included in Field Force Automation and beyond systems. This course provides examples of how to customize WWfM interfaces that may not have already been implemented using the Screen Designer process.



Service Intelligence: Advanced KPI Definitions

Course Duration
3 days

Who Should Attend?
This course should be taken by anyone who will be involved with the definition of the infrastructure and data necessary to implement KPIs. At a minimum, B – 221 and B-222 are pre-requisites of the class, and database expertise is assumed. FFA Integrations Server, Used Defined Fields, and Service Portal Administration are recommended.

Course Objectives

This course has been designed to cover the detailed extensions of the FFA KPI definition process. It assumes in-depth knowledge of the KPI Process, IS Service and Batch Definition, and User Defined Capabilities. The course will be primarily "Hands-On" exercises, with minimal presentations. This course is primarily a mentoring training call on the details of KPI definitions. Topics include:

Field Force Automation Infrastructure for KPIs

Building New Data For KPIs

Building New KPIs Based on New Information


Mobile Computing Platform

Course Duration
1 day

Who Should Attend?
This course should be taken by anyone who is involved with a development or deployment of a FFA MCP implementation.

This course is an aggregate of the individual Mobile Computing Platform Courses (O-241 Mobile Computing Platform (MCP):

Overview, T-247 Mobile Computing Platform (MCP): Technical

Foundations, O-242 Mobile Computing Platform (MCP): Administration

Course Objectives
This course provides a comprehensive overview and implementation details of the FFA Mobile Computing Platform (MCP). Topics (MCP) Solutions include:

Mobile Computing Platform Overview

MCP Architecture and Technical Overview

MCP Process Flow

Component Functional Details

Mobile Computing Platform Installation and Administration



User Defined Capabilities: User Defined Queries

Course Duration
1 day

Who Should Attend?
Technical Screen designers who will be involved in implementation of advanced features for User Defined Interfaces forms should take this course. Although some knowledge of JSP is required, this course is NOT a JSP form design course. Knowledge of database structures and data access is required.

Course Objectives

This course provides the details required to define, design, and implement Custom User defined Queries that can be accessed utilizing the FFA Service Portal. These capabilities extend the User Fields and Interfaces capabilities. Topics include:

System Query Templates

Integrating User Defined Queries into Service Portal and Mobile Environments

Personal User Defined Queries


Mobile Computing Platform: Technical Foundations

Course Duration
0.5 day

Who Should Attend?
This course should be taken by anyone who is involved with a development of a FFA MCP implementation.

Course Objectives
This course provides a technical overview and implementation details of the FFA Mobile Computing Platform (MCP). Topics include:

Technical Overview

MCP Underlying Technologies

ChannelServer Functional Details

Connection Server Functional Details

MicroServer Functional Details



User Defined Capabilities: User Defined Lists

Course Duration
0.5 day

Who Should Attend?
Technical Screen designers who will be involved in implementation of advanced features for User Defined Interfaces forms should take this course. Although some knowledge of JSP is required, this course is NOT a JSP form design course. Knowledge of database structures and data access are required.

Course Objectives

This course provides the details required to define, design, and implement Custom User defined Lists that can be accessed utilizing the FFA Service Portal and MCP Application User Defined Interfaces. These capabilities extend the User Fields and Interfaces capabilities. Topics include:

User Defined Lists

Embedding User Defiled Lists in User Defined Fields


Service Scheduler Technical Overview

Course Duration
1 day

Who Should Attend?
Technical resources who will be involved in implementing the FFA Service Scheduler application should take this course.

Course Objectives
This course describes the underlying technology and processes implemented by the FFA Advanced Manpower Scheduling System. This product enhances the scheduling capabilities of Wireless Workforce Management by providing algorithm-based solutions that can be optimized based on many different constraints. The Service Scheduler application is linked to the Service Portal Dispatch Board. Topics include:

Scheduling Optimization Process

Locking Assignments

Selecting Tasks and Technicians

Scheduling Constraints

Target Functions

Post Scheduling Processing



Appointment Booking Configuration

Course Duration
0.5 day

Who Should Attend?
Technical resources who will be involved in implementing the FFA Appointment Booking process should take this course

Course Objectives

This course describes the set-up and functionality enabling Service Company Customer Service Representatives to use the FFA Wireless Workforce Management Service Appointment Booking interfaces. Topics include:

Appointment Booking Overview

Appointment Booking Configuration

Logging Service Calls requiring appointments

Appointment Booking Process


eRepair Configuration and Customization

Course Duration
2 days

Who Should Attend?
Technical users who will be involved in implementing specific customer requirements using the eRepair System and Customer / Partners who will be updating an eRepair implementation should take this course. Knowledge of the FFA Service Workflow, the Object Model, and JavaScript is required.

Course Objectives
This course describes the configuration and customization of the FFA eRepair System to meet specific customer Repair Depot requirements. Topics include:

eRepair Process Workflow

Modifying Service Workflow Templates

eRepair Configurations



UI Customization, Localization, and Business Language

Course Duration
1 day

Who Should Attend?
This course should be taken by anyone who is involved with FFA implementation that will require localization.

Course Objectives

This course provides an overview of the processing and methodology required to localize a FFA application. Topics include:

JSP Customization

Multi-Lingual Capabilities

Using the FFA Business Language

Multi-Currency

Multi-Time Zones

Date Formats

Address Formats