Product Training Syllabus

Field Force Automation Business Courses

These courses are intended primarily for Business Analysts who will be involved in the implementation of a Field Force Automation system. Certain courses may require Overview level classes, but otherwise it is assumed that Business Analysts resources will meet any other necessary prerequisite as a function of their job assignment.


Service Workflow: Implementations

Course Duration
3 days

Who Should Attend?
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 Workflow Editor Java Administration Tool the FFA Service Portal, and Call / Action / Event processing. A Java background, and knowledge of the FFA Object Model may prove helpful. The course will develop an "English Version" of a new workflow.

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


Service Intelligence: KPI Set-Up

Course Duration
1 day

Who Should Attend?
This course should be taken by anyone who will be involved with the implementation of FFA System Service Intelligence Key Performance Indicators. Note that this class and B – 222 are usually given as a 2-day class.

Course Objectives
This course will present on overview of the architecture and components of the FFA Service Intelligence Solution including:

Using Key Performance Indicator (KPI) Templates

Defining KPI Display Prototypes and Displays

KPI Alerts and Messaging

User Personalization of KPIs



Service Intelligence: KPI Definitions

Course Duration
1 day

Who Should Attend?
This course should be taken by anyone who will need to design new FFA Service Intelligence KPIs. Note that this class and B – 221 are usually given as a 2-day class.

Course Objectives
This course will present the methods and implementations required to define Key Performance Indicators templates, prototypes, and user displays. Topics include:

Defining dimensions and alerts

Building KPI Templates

Building KPI Displays

Implementing KPIs


Integration Server: Business, Implementations

Course Duration
1 day

Who Should Attend?
Anyone who will be involved in defining a FFA Integration Server interface to a legacy or third party software system will require this background.

Course Objectives
This course covers the basic components of the FFA Integration Server. This course serves as a detailed overview of the FFA Integration Server (API Server). Topics include:

Integration Server Services

Integration Server Adaptors

Architecture

Defining New Integration Server Services

Developing New Integration Server Interfaces



Service Portal: Implementations

Course Duration
1 day

Who Should Attend?
Business Analysts involved in designing and specifying implementing FFA Service Portal implementations should take this course.

Course Objectives
This course will present on overview of the configuration and set up of the FFA Service Portal. This information is critical in the initial design and implementation of a Field Force Automation solution. Topics include:

Accessing Service Portal

User Groups

Configuring Users

Authentication Profiles

Parameter Rules


Alerts: Standard and Configured Alerts

Course Duration
1 day

Who Should Attend?
Business Analysts involved in designing and specifying implementing FFA Service Portal Alerts should take this course.

Course Objectives
This course will present the basic Field Force Automation Alert functionality, including the configuration (using the Field Force Automation Java GUI tools, and the FFA Service Portal) and access of alerts. Topics include:

Defining KPI Alerts

Defining Service Portal Alerts

Configuring Call / Action Alerts

Configuring Alerts on the My-News Channel


This training will include significant hands-on exercises and requires all participants have access to a FFA System, including the KPI Java Administration Tools and the FFA Service Portal.

More advanced alerts processing (Workforce Management System Alerts) are presented in the FFA Training Courses B-238: Field Force Automation Alerts: Standard Workforce Management Alerts and T-239: Field Force Automation Alerts: Customized Workforce Management Alerts.



Alerts: Standard 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 the standard Field Force Automation Alerts that are defined and propagated based on Workforce Management Service Request Status and Service Level Agreements. It is recommended that the FFA Global Education Training Course S – 100 Service Client Fundamentals is attended prior to taking this course. Topics include:

Defining Workforce Management Alerts Referencing:
- Service Request Status
- SLA's

Alert Receivers

Dispatch Board Updates


This training will include significant hands-on exercises and requires all participants have access to a FFA System, including the FFA Service Portal and the Field Force Automation Client.


User Defined

Course Duration
1 day

Who Should Attend?
Business Configuration users who will be involved in designing additional Field Force Automation interfaces. Although some knowledge of JSP is recommended, this course is NOT a JSP form design course.

Course Objectives
Capabilities: Fields and Interfaces

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

Defining Form Data Input Fields

Defining Form Structure

Integration of User Defined Interfaces into Service Portal and Mobile Environments.



Wireless Workforce

Course Duration
1 day

Who Should Attend?
Business Analysts involved in implementing Wireless Workforce Management Dispatch functionality should take this course.

Course Objectives

Management (WWfM): Dispatcher

This course describes the set-up and functionality, which enables Service Company dispatchers to use FFA Wireless Workforce Management Dispatch functionality. Topics include:

Manual and automatic selection of technicians for call assignments

Assignment of calls to a technician

Cancel and redirecting assignments

Track and progress assignments


Wireless Workforce Management: Customer RMA

Course Duration
1 day

Who Should Attend?
Business Analysts involved in implementing the Return Materials Authorization functionality of the FFA Wireless Workforce Management (WWfM) product should take this course.

Course Objectives
This course describes the set-up and functionality enabling Service Company customers to use the Service Portal process Return Materials Authorization (RMA) functionality. Topics include:

Log Return Materials Authorizations with the Service Company for parts requiring depot repair

Track the progress of RMAs



Scheduler Optimizer: Configuration and Execution

Course Duration
1 day

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

Course Objectives

This course describes the set-up and functionality for 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 Overview

Executing the Optimizer

Mini-Optimizations

Defining Zone Profiles

On-Line Scheduling


Wireless Workforce Management: Mobile Field Engineer

Course Duration
1 day

Who Should Attend?
Business Analysts involved in implementing Wireless Workforce Management Mobile Field Engineer functions using the FFA MCP Solution should take this course.

Course Objectives
This course describes the set-up and functionality enabling Service Company technicians to use the FFA Wireless Workforce Management Service Mobile Field Engineer (FE) user interfaces as implemented using the FFA Mobile Computing Platform (MicroServer) Interfaces. Topics include:

MicroServer Overview and Functionality

Using MicroServer Icons

Workforce Management Using eAccess, including:

Logging service calls

Acknowledge/reject assignments

Report call activity

Managing Technician Calendar



Wireless Workforce Management: Messaging

Course Duration
0.5 day

Who Should Attend?
Business Analysts involved in implementing Wireless Workforce Management solutions that will require the use of internal messaging should take this course.

Course Objectives

This course describes the set-up and functionality enabling Wireless Workforce Management Messaging through the Service Portal and Mobile enabled devices. Topics include:

Messaging Overview and Functionality

Using FFA Messaging

Wireless Workforce Management Messaging:

Service Portal Access

Mobile Field Engineer Access

Setup and Administration


Depot Repair: Employee

Course Duration
0.5 day

Who Should Attend?
Business Analysts involved in implementing FFA eRepair Depot-Repair Employee functions should take this course.

Course Objectives
This course describes the set-up and functionality enabling Service Company Depot Repair employees to use the FFA eRepair user interfaces. Topics include:

Logging RMA's

Receiving RMA's

RMA Tracking

Job reporting and closing

Shipping

Using Service Portal To-Do-List



Depot Repair: Supervisor

Course Duration
0.5 day

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

Course Objectives

This course describes the set-up and functionality enabling Service Company Customer Repair Supervisors to use the FFA Field Force Automation eRepair system. Topics include:

eRepair Process Monitor

Canceling

Jobs On-Hold


Train-the-Trainer

Course Duration
0.5 day

Who Should Attend?
Customer Trainers who will be involved in the development and execution of Customer Field Force Automation training should take this training.

Course Objectives
This course presents an introduction to Field Force Automation Training. It is usually provides as a component of specific customer based Field Force Automation training that is initially prepared based on standard FFA Service and is "customized" for the application details. The provided training is designed to be used as the basis for specific customer developed training materials for their employees. This training class ONLY refers to the "Train-the-Trainer" component, and does not provide estimates for the development and delivery of the specific customer training.