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 HEAT Advanced Administration Training

Course Description: This course is designed to enable the experienced HEAT Administrator to use advanced call logging and customization, BPAM, AutoTicket generator, iHEAT, HEAT Web Center, LDAP, importing data and integration with GoldMine. Students will perform feature and functionality exercises for all HEAT software modules and best practices will be discussed.

Student Profile and Prerequisites: Class attendees should be current HEAT Administrators that have successfully completed HEAT Administration Training. They should have experience with Microsoft Windows® operating system.

HEAT Advanced Administration Training Topics

• Advanced Call Logging - Important terms and concepts review, complex call groups, customer groups, advanced AutoTasks
  

• Advanced Customizations - Review of edit sets, validation constraints, external tables, view sets, form design

• Business Process Automation Module (BPAM) - How BPAM works, configuring BPAM, business rule editor, troubleshooting tips and tricks

• Auto Ticket Generator (ATG) - Configuring email modules, creating and updating a ticket, information query, error handler, bringing BPAM and ATG together

• iHEAT - Overview, installation, cluster manager (configuration)

• HEAT WebCenter - Overview, installation, configuration, administration, WebCenter host

• HEAT Self Service Setup and Configuration - Overview, installation, HSS security, cluster manager (configuration), configuration

• HEAT Self Service Administration and Interface - Administration, web interface

• LDAP - Configuring HEAT to LDAP, using the service control application

• Importing Data - Planning (evaluating the system), implementation

• GoldMine Integration - Understanding GoldMine structure, how integration works, integrating GoldMine with HEAT
  

HEAT Advanced Administration Training Schedule

Register online or call Sherri toll-free at 866.842.6649. 

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