# Support Center Plus Training

![ManageEngine Certification](https://cdn.manageengine.com/sites/meweb/images/training/images/training-banner.jpg)

## About Support Center Plus

SupportCenter Plus Training helps IT Managers, Administrators, and staff to get a head start in understanding and implementing an effective Customer Help Desk Solution.

The duration of the course is two days, with a seven-hour session each day and can be extended subject to consultation and implementation needs if any.

## Course Agenda

### Introduction to SupportCenter Plus

- Overview of the Customer Support Software industry and market
- SupportCenter Plus Overview
- Benefits of SupportCenter Plus
- Different Users in the Segment

### Customer Interaction Management

- Creating request through available Channels of communication  
  (Email, Phone, Web and Forums)
- Managing Requests through Business Rules
- Support Staff Notes
- Private and Public conversations
- Threading of conversations
- Notification rules

### Contracts Management

- Defining Contracts for Accounts
- Defining Support Plans
- Hour based, Incident based & Fixed
- Defining the SLAs & associating them with the Support Plan
- Associating Support Plans with Contracts
- Defining Multiple Contracts based on Products

### Solutions

- Defining Topics
- Defining and configuring solutions under different topics
- Defining Account specific topics and views
- How solutions can be tagged and making the search simple.

### Customer Experience Management

- Defining and configuring Surveys
- Creating Surveys
- Analyzing Survey results

### The 4 Different Pictures

- How SupportCenter Plus will be in the eyes of Customer, Support Staff, Account Manager and the Administrator.

### Time Entry & Billing

- Making time entries.
- Calculating time spent based on contracts and support plans
- How it will help in customer billing.

### Deploying SupportCenter Plus

- Defining and creating different Users of the organization
- Defining Roles, Groups and Categories
- Defining Priorities, Statuses, Levels and Business Rules
- Creating, Importing Accounts and Contacts
- Customizing request template
- Customizing Self Service Portal, Knowledge Base
- Integrating with Microsoft Outlook

### Account & Contact Management

- How to store, track and manage contact information effectively?
- Defining account hierarchies and assigning contacts for each
- Tracking account associations with respect to product
- Creating and defining account specific solutions
- Creating and Assigning Topic Template

### Self-Service Portal

- Configuring Self-Service Portal by Administrator
- How customer can login, make and track his requests.
- Role of a Primary Account?
- Importance and benefits of deploying Customer Portal.

### Reports

- Making standard reports to analyze the customer data based on requests, accounts etc.
- Creating custom reports, matrix reports and query reports.
- Scheduling reports to different users
- Exporting reports in different formats.
- Importance and benefits of reports in the Support Process

## Course Objectives

SupportCenter Plus Training helps the IT Administrators, Customer Service Managers, Customer Support Representatives and end users to get a head start in understanding and implementing an effective Customer Help Desk Solution.

The duration of the course is two days, with a seven-hour session each day. The duration can be extended subject to consultation and implementation needs if any.

- Install and Configure SupportCenter Plus
- Setup and configure Request Management
- Enable Self Service Portal and Knowledge base
- Manage Contracts, Support Plans and SLAs with your clients
- Administer Surveys and Create Reports
- Manage the customer experience.

## Who Should Attend

- Administrators, who will take configure and manage SupportCenter in their organization
- Support Representatives, who will be interacting with the customers

## Support

### Email

- [certifications@manageengine.com](mailto:certifications@manageengine.com)

### Phone

- US : +1 888 720 9500
- Intl : +1 925 924 9500
- Aus : +1 800 631 268
- UK : 0800 028 6590
- CN : +86 400 660 8680