Enate Academy Training Courses
The following courses are available from Enate Academy, Enate's online training platform:
Work Manager for Team Members
Operations features available within Work Manager – managing Tickets, Cases & Actions
4 hrs
Work Manager for Team Leaders
Team Leaders-specific activities within Work Manager – building teams, reassigning work
1 hr
Level 1 Enate Configuration
How to use Enate Builder to create Ticket & Case process solutions, plus supporting activities such as user management, custom field creation and permissions.
4-6 hrs
Email Mailbox Configuration
Connect up your mailboxes to consume incoming emails to create Tickets & Cases, plus handle outgoing email
2 hrs
Course Sections
The content breakout for each of the above courses is as follows:
Course: Work Manager for Team Members
Your Home Page
Familiarising yourself with your homepage and what you can see from it.
Using Quickfind
Using Quickfind to find people, work items & communications
Handle Ticket – Resolve
Familiarising with ticket features, and how to use to resolve a query
Handle Ticket – place on Wait
Pausing work
Merging Tickets
How & when to combine work items
Splitting Tickets
Splitting out tickets where multiple separate requests are to be managed independently.
Making a Case from a Ticket
When & how to promote a ticket to a case running in a predefined process
Creating Cases
How to create Cases, familiarising with case features
Processing an Action
Processing an Action & familiarising with action features
Manually Starting Actions
Starting ad-hoc activity rather than as part of the standard workflow
When you can’t resolve an Action
Options available for dealing with cases where an action cannot be resolved.
The different state of a Case
The various states which cases, actions & tickets can be in.
Course: Work Manager for Team Leaders
Setting up your Teams & Queues
How to build out the team of people who work in your team, and the work Queues you manage
Home Page for Team Leaders
Familiarisation with the Home Page for Team Leaders – reassigning work between team members
Adding & Viewing Robots to Queues
How robots can be added to your teams and the robot visibility you have from your Home page.
Course: Level 1 Enate Configuration
Builder
An introduction to Builder, Enate's environment for creating Ticket & Case Processes, plus all supporting setup such as User & Email configuration.
Create a Service Instance
Explanation of the Service Matrix screen and using it to create Service Instances for customers
Tickets, Cases & Actions
An overview of Ticket, Case & Action Work Items in Enate.
Users & Permissions
User Setup, User Groups & Permission. Creating User Accounts & User Groups.
Setting up Ticketing
Creating a Ticket process in Builder and adding Ticket Categories. Cloning a Ticket, Creating Queues and Allocating to it.
Configuring Cases
Case & Action configuration overview. Creating a Case, Due Dates, Allocations & General Settings.
Configuring Checklists
Setting up Checklists on Actions in a Case process
Customers, Contracts & Services
The Customer/Contract/Service Hierarchy structure in Enate Builder. Creating Contracts & Service Lines.
Build a new Case Type
Creating new types of Case and Action in Builder.
Custom Data & Custom Cards
Creating custom data fields to store key data when processing work items. Creating Custom Cards & linking to Data fields.
Case Conditions
Adding Conditions and conditional flows into your Case processes to support multiple routes through process.
Course: Email Mailbox Configuration
Creating an Email Connector
Email Connector (Mailbox) overview. Creating a new Email Connector for handling inbound emails and converting them into the right Work Item Type
Outbound Email Setup
Enabling Outbound Email for agents to send mails out from Enate.
Email Templates
Creating standard repeatable emails to support manual mail composition and in-process automatic email sending.
Canned Response Configuration
Creating standard text content for use by Agents when composing emails.
Contact us at training@enate.net for more information on Enate Academy training
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