zoom training solutions new product training: servicing excel bi now
TRANSCRIPT
ZOOM Training Solutions
New Product Training:Servicing Excel BI NOW
Copyright © 2013 Mindflash
<<add PM Introduction video>>
Refer customers to self-service resources and on-going support options
Escalate a customer issue when necessary
Answer customers’ most common questions during the set up process
Help customers get up and running quickly on Excel BI NOW
Copyright © 2013 Mindflash
What Are Your Learning Objectives?
Copyright © 2013 Mindflash
Get Customers Up and Running
User Set Up
One user at a time
Bulk upload
Assign Lessons
Select lessons
Entire catalog
Communicate
Email templates
Quick Start Guide
Copyright © 2013 Mindflash
Frequently Asked QuestionsDo I really have to add users one at a time?Q
ANo. You can add multiple users all at once. Just use the user upload template located in the “Add Users” section of the web site. Add all of your users to that spreadsheet and upload it online. Then you’re done.
Can I put users in groups?Q
ANo. At this time, Excel BI NOW does not support groups.
Can I reset passwords for my employee users?Q
AYes, In the “Administration” section of the website, you can reset your employees’ passwords and change other profile fields.
Copyright © 2013 Mindflash
Q
A
Frequently Asked QuestionsCan I put some users on the select lesson plan and other users on the entire catalog plan?
No. If your company has signed up for a subscription to the entire catalog, all of your users will have access to the entire catalog. The same is true for the select lesson plan.
This is just a short list of possible questions. For a complete list visit our website
Let’s Review
1. Customers can add users to their account in which of the following ways (multiple answers):
• Individually on the web site
• Send a list of users to ZOOM Training Solutions
• Bulk upload on the web site using a template
• All of the above
Copyright © 2013 Mindflash
Add quiz in Mindflash
Let’s Review
2. If a customer has signed up for the complete Excel BI NOW catalog, they must assign each course to their employees.
• True
• False
Copyright © 2013 Mindflash
Add quiz in Mindflash
Let’s Review
3. The Communications section of the Excel BI NOW web site contains the following support materials:
• Email templates, site customization options, communication check-list
• Email templates, quick start guide, communication check-list
• Quick start guide, communication check-list, FAQs
• Quick start guide, FAQs, site customization options
Copyright © 2013 Mindflash
Add quiz in Mindflash
Copyright © 2013 Mindflash
$100
Escalation Procedures
Manager Help Desk Ticket
Your Name & Extension
Reasonable Time Frame
Follow-Up
Copyright © 2013 Mindflash
Self-Service
Resources
800#
Live ChatKnowledge Base
Community
Copyright © 2013 Mindflash
Customers can get up and running quickly on Excel BI NOW.
Final Assessment
Customers can upload multiple users at the same time.
• True
• False
Copyright © 2013 Mindflash
Add quiz in Mindflash
Final Assessment
Customers can put users in groups and assign different lessons to different groups.
• True
• False
Copyright © 2013 Mindflash
Add quiz in Mindflash
Final Assessment
All customer service representatives have authority to spend up to $_______ to resolve a customer issue without asking for approval.
• $25
• $50
• $75
• $100
Copyright © 2013 Mindflash
Add quiz in Mindflash
Final Assessment
When a customer asks to speak with a manager, you:
• Tell the customer a manager is not available
• Make every effort to resolve the customer issue and find a manager who can speak with the customer
• Take a message from the customer and have a manager call them back
• Tell the customers that managers do not normally talk to customers
Copyright © 2013 Mindflash
Add quiz in Mindflash
Final Assessment
Customers have the following support options available to them (multiple answers):
• 800#
• Live Chat
• Premium Support
Copyright © 2013 Mindflash
Add quiz in Mindflash
Thank You!
Copyright © 2013 Mindflash