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Request Management
Request Management Course
Overview
The Request Management course provides a comprehensive understanding of managing and resolving requests within an organization using a structured ticketing system. It covers the entire lifecycle of a request, from creation to final closure, including the use of a knowledge base for efficient problem-solving and response management.
Course Objective
- To equip participants with the knowledge and skills required to efficiently manage requests using a ticketing system.
- To understand the components and process flow involved in request management.
- To learn how to create, manage, and resolve tickets, ensuring timely responses and effective solutions.
- To leverage a knowledge base for enhancing the efficiency of request management.
Course Content
- Components of Request Management
- Process Flow: Ticket Creation.
- Ticket: Creation and Response
- Knowledge Base
- Ticket: Final Close
Ticketing
Ticketing Course
Overview
This course teaches how to track and manage in-house requests using a ticketing system. It focuses on using a unified service portal to ensure clear communication, timely resolutions, and adherence to SLAs. Key components include setting up system configurations, managing a knowledge base, and handling requests and responses efficiently.
Course Objective
- Learn to manage in-house requests with a ticketing system.
- Implement a unified service portal for effective communication and resolution.
- Understand key components like configuration setup, knowledge base management, and request handling.
Course Content
- Customer Support Ticket Management
- Request Creation via Email/Call
- Request Creation via Support Form
- Master Configuration Setup
- Knowledge Base Management
- Request Handling and Response