Enate Builder Certification & Accreditation

Enate's Builder Certification program gives organisations a structured way to develop and validate the Builder configuration skills their teams need to get the most out of an Enate implementation. This article explains how the program is structured, what each level qualifies someone to do, and the practicalities of working through the learning path.

Training courses are made available in Enate Academy, Enate's online training platform.

Overview

There are four levels of Enate Builder accreditation. They are designed to reflect genuinely different levels of capability and responsibility within an Enate implementation program, not just increasing familiarity with the platform.

Level	Name	How it is achieved
L1	Foundation Builder	Online training courses via Enate Academy
L2	Advanced Builder	Online training courses + assessed Build Challenge via Enate Academy
L3*	Solution Specialist	Post-academy, on-the-job assessment. Long term, for select few.
L4*	Solution Architect	Post-academy, on-the-job assessment. Long Term, for select few.

The key distinction to understand is this:

• L1 and L2 are structured, course-based accreditations that any nominated trainee can work through via Enate Academy.

• L3 and L4 are not courses - they are on-the-job accreditations that reflect a person's demonstrated capability across real Enate implementation projects, assessed over time in collaboration with Enate Professional Services. These are described briefly at the end of this article.

An additional key point: only a very small number of people at a client should expect to be put forward for the Solution Specialist and Architect roles that make up Levels 3 and 4. By far the majority of people will focus on L1 and L2 certification. Future certifications will become available for this majority trainee base to become accredited for as additional courses come online over time, e.g. Reports specialist, Integration specialist.

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Level 1 – Foundation Builder Certification

What does L1 qualify someone to do?

An L1 Foundation Builder is qualified to use Enate Builder to create and maintain standard Ticket and Case processes, configure the supporting setup around them (users, permissions, email mailboxes), and operate confidently within Work Manager as both a team member and team leader. L1 is the essential foundation for anyone who will be involved in building or maintaining an Enate instance.

The L1 Foundation Builder Learning Path

The L1 Foundation Builder certification program consists of five courses, which must be completed in order. Each course is a prerequisite for the next.

Course	Duration	What it covers
Work Manager for Team Members	8 hrs	Operations features within Work Manager – managing Tickets, Cases & Actions
Work Manager for Team Leaders	1 hr	Team Leader-specific activities – building teams, reassigning work
Level 1 Enate Configuration	10 hrs	Core principles of Enate Builder – creating and maintaining Ticket & Case processes, users, permissions, custom fields
Work Manager Level 2	4 hrs	Wider Work Manager feature set, building familiarity ahead of later User Guidelines creation
Email Mailbox Configuration	2 hrs	Connecting mailboxes to consume inbound email and create Work Items; outbound email setup

Total estimated duration: approximately 25 hours of online learning.

How are the Courses delivered?

All five courses are delivered online and self-paced via Enate Academy. Each course includes explainer videos, exercises carried out in a dedicated Enate training sandbox, in-course tests, and an end-of-course online exam with minimum pass marks.

Course Content Breakdown

Course - Work Manager for Team Members

Section	Description
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 them to resolve a query
Handle Ticket – Place on Wait	Pausing work
Merging Tickets	How and 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 and 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 and 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 states of a Case	The various states which Cases, Actions & Tickets can be in

Course - Work Manager for Team Leaders

Section	Description
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 Team Leader Home Page – reassigning work between team members

Course - Level 1 Enate Configuration

Section	Description
Builder	Introduction to Enate Builder – the environment for creating Ticket & Case processes and all supporting setup
Create a Service Instance	The Service Matrix screen and creating Service Instances for customers
Tickets, Cases & Actions	Overview of Ticket, Case & Action Work Items in Enate
Users & Permissions	User setup, User Groups & Permissions; creating User Accounts
Setting up Ticketing	Creating a Ticket process in Builder; adding Ticket Categories; Cloning; Queues and Allocation
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 Builder
Build a new Case Type	Creating new types of Case and Action in Builder
Custom Data & Custom Cards	Creating custom data fields; creating Custom Cards and linking them to data fields
Case Conditions	Adding Conditions and conditional flows to support multiple routes through a process

Course - Work Manager Level 2

This course expands on the foundational Work Manager knowledge, covering a wider feature set that will be particularly useful later when creating User Guidelines documentation during a Build phase.

Section	Description
Using the Email Screens	Using the dedicated Email Screens: Inbox, Outbox, Sent Items
Dealing with Unhandled Emails	Dealing With Unhandled Emails and Adding Routing Rules to deal with the situation in future.
Creating Work Items from Existing Emails	Creating Work Items From Existing Emails
Time Tracker Entries	Time Tracking on Work Items - options for viewing and editing.
Using Advanced Search	Using Advanced Search for flexible ad-hoc reporting, and exporting results into Excel
Focus List	Using the Focus List to create e.g. To-Do lists and track specific work items.
User Settings	Understanding the various settings available for users in Work Manager
Notifications Settings	How to set up Notifications: ways of being notified, and which events to be notified about.

Course - Email Mailbox Configuration

Section	Description
Creating an Email Connector	Email Connector overview; creating a new connector for handling inbound emails
Outbound Email Setup	Enabling outbound email for agents to send mail from Enate
Email Templates	Creating standard repeatable emails for manual and in-process automatic sending
Canned Response Configuration	Creating standard text content for use by agents when composing emails

Course Certification and Milestone (L1) Certification

Courses

On successful completion a course, a course certificate is automatically generated and a download link is emailed directly to the trainee.

The certificate is also permanently available on Enate Academy any time the trainee accesses their completed course.

Milestones (e.g. on completion of all L1 Courses)

On successful completion of all five of these courses, an L1 Foundation Builder certificate - a more formal document suitable for sharing or retaining as a professional credential - is automatically generated and a download link is emailed directly to the trainee.

The certificate is also permanently available within the trainee's learning plan on Enate Academy, and from within each individual course. Individual course completion certificates are issued at the end of each course.

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L2 - Advanced Builder Certification (Ticket)

What does L2 - Advanced Builder qualify someone to do?

An L2 Advanced Builder (also referred to as a Build Expert) is qualified to take the outputs of a Solution Design phase and, working directly with Subject Matter Experts (SMEs), build out a complete Ticket process solution in Enate. This is the core hands-on role in the Build phase of an Enate implementation.

Specifically, an L2 Advanced Builder certified individual is qualified to:

• Interpret the Solution Design Documents and Solution Methodology Excel produced during Solution Design workshops

• Conduct structured 1-to-1 sessions with SMEs to gather the detailed process information needed to complete the build

• Configure the Ticket process solution in Enate Builder

• Produce User Guidelines documentation to support adoption

L2 certification is the point at which a person becomes genuinely capable of leading Build phase activity independently for a Ticket-based process.

The L2 Advanced Builder Learning Path

The L2 learning path builds directly on L1. All five L1 courses are prerequisites, and must be completed before starting the L2 modules. L2 adds two further courses, again taken in sequence.

Course	Duration	What it covers
Enate Implementation Methodology	4 hrs	How to interpret Design workshop outputs; working with SMEs to build Ticket solutions; understanding the relationship between implementation goals and specific Enate features
Ticket Build Challenge	16 hrs	Individual assessed design challenge: create a Ticket solution in Enate and present it to an Enate expert

Total additional duration for L2: approximately 20 hours.

Enate Implementation Methodology – Course Detail

This course take trainees beyond understanding the features of Enate's configuration into learning about how to use them as part of an Enate Implementation. It explains:

• Enate's Implementation Methodology,

• How to read and interpret the documents produced during the upstream Solution Design workshops, and

• How to work with SMEs using to gather the information needed to build a Ticket process in Enate Builder.

It also covers the relationship between the goals defined early in a project ('Routes to Value' vs Enate features) and the specific Enate configuration those goals require – giving Build Experts the context to make sound decisions during the build.

This is effectively a warmup course arming trainees with the knowledge they will need to use in the subsequent Ticket Build Challenge activity.

Here is a quick example of one of the explainer videos in the course:

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Next: The Ticket Build Challenge

The Ticket Build Challenge is the assessed component of the L2 Advanced Builder program. It is structured as follows:

1. Group Online Explainer Session – organised by the client's training department in conjunction with Enate's training and Professional Services teams, delivered either face-to-face or via Microsoft Teams. This session explains the challenge brief and sets expectations for what trainees need to produce.

2. Individual Build Work – each trainee works independently to design and configure their Ticket solution in Enate, using their own sandbox environment. This is offline work, completed in the trainee's own time.

3. Submission – once complete, the trainee submits their work directly within the Ticket Build Challenge course on Enate Academy. This submission also acts as the trigger for an Enate expert assessor to arrange an online assessment session.

4. 1-to-1 Online Assessment Session – a Microsoft Teams session with an Enate expert, in which the trainee presents and walks through the solution they have built. The assessor evaluates the quality of the build against defined criteria.

5. Outcome – trainees who pass are awarded L2 certification. Those who do not pass first time receive structured feedback and guidance, and may resubmit for reassessment.

L2 Advanced Builder Certification

On successful completion of the Ticket Build Challenge assessment, an L2 Advanced Builder certificate is automatically generated and a download link is emailed to the trainee. As with L1, this certificate is permanently accessible within the trainee's Enate Academy account.

The L2 milestone certificate is a more formal credential than the individual course certificates, and reflects assessed capability rather than just course completion.

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Post Training: L3 & L4 - Solution Specialist & Solution Architect

L3 and L4 are not training courses, and they are not delivered through Enate Academy.

These levels represent a qualitatively different kind of capability - one that involves running Solution Design workshops, managing stakeholder relationships, scoping implementations, and exercising significant professional judgement across complex programmes. These skills develop through practical experience on real implementation projects, not through online learning, and they are not straightforwardly assessable through a course or exam.

The accreditation process for L3 and L4 works as follows:

• The client organisation proposes individuals they believe have demonstrated the capability to qualify for the next level of accreditation.

• Enate Professional Services carries out ongoing assessment, which involves reviewing the individual's actual work to date and presentation sessions with an Enate expert.

• Accreditation reflects genuine, demonstrated capability in leading or assisting Solution Design workshops and implementation programmes – earned progressively across a person's first few Enate implementations, working with increasing levels of independence.

Progression from L2 to L3 and beyond is a journey that happens over time, alongside real project work, in close collaboration with Enate experts.

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How Enate Academy Training is Tracked and Managed

Progress Reporting for Training Coordinators

Enate Academy is Enate's Learning Management System. Once an organisation's trainees are set up in cohorts on the platform (this is done by Enate), client training managers and training coordinators can be given manager-level access to Enate Academy. This allows them to:

• Log in directly to Enate Academy and view their cohort's progress at any time

• Run their own progress and completion reports

• Monitor which courses have been started, completed, and assessed

Access setup is handled by Enate's Learning team when onboarding a new client cohort. Contact [email protected] to arrange this.

Notifications and Enrolments

• Enate Academy handles course enrolment notifications automatically.

• Enate provides trainees with their platform login details.

• Clients' training coordinators and their organisation's internal L&D function can manage their own program communications and scheduling as they see fit, involving Enate Learning team as necessary.

Capability Summary by Role

The table below shows which courses are required for each defined capability level within an Enate implementation programme.

Role	WM Team Member	WM Team Leader	WM Level 2	Config L1	Email Config	Impl. Methodology	Build Challenge
Agent / Team Leader	✓	✓
Super User	✓	✓	✓
Foundation Builder (L1)	✓	✓	✓	✓	✓
Advanced Builder (L2)	✓	✓	✓	✓	✓	✓	✓

Note: The subsequent L3 and L4 certifications additionally require the post-academy, on-the-job assessments described in the sections above.

Prerequisites Summary

All courses within the L1 and L2 paths must be completed in sequence. There is no option to skip ahead. The full sequential order is:

1. Work Manager for Team Members

2. Work Manager for Team Leaders

3. Level 1 Enate Configuration

4. Work Manager Level 2

5. Email Mailbox Configuration - L1 Foundation Builder Certificate awarded

6. Enate Implementation Methodology

7. Ticket Build Challenge - L2 Advanced Builder (Ticket) Certificate awarded

Getting Started

To enrol a cohort of trainees in the L1 or L2 programme, or to find out more about access and reporting for training coordinators, contact Enate's Learning team at [email protected].

The Enate Academy platform is available at www.enate.academy.