Welcome
The fundamentals of Global e-line:
general architecture, roles, introduction to modules
The
organizational principles of a Customer Service or Helpdesk
10:30
- 10:45
Break
10:45
- 12:30
What
is an inquiry? The life cycle of an inquiry.
Your place in the inquiry life cycle
Identification of main actors
Definition of vocabulary, terminology
Business/Customer context
12:30
- 2:00
Lunch
2:00
- 3:45
The GL Contact Module
The toolbar (inquiry display, creation of new inquiry), the status
bar and the inquiry log
Consultation and creation of an inquiry
Reception and validation of the answer
3:45
- 4:00
Break
4:00
- 5:30
Solutions
base, first level (simple inquiries, search functions)
2nd
Day
9:00
- 10:30
The
GL Expert module: Basic functionalities
Toolbar, status bar and inquiry log
Access to a GL Expert account
Description of the main screen
Creating, deleting, displaying, redirecting and printing an inquiry
Customer tree view (customer base)
Creation and administration of personal customer files
Search function
10:30
- 10:45
Break
10:45
- 12:30
Solutions
base: second level
How to build a solutions base: layout of a generic file (question
and answer)
How to search the solutions base: Boolean or textual search
12:30
- 2:00
Lunch
2:00
- 3:45
The
GL Expert module: Advanced functionalities
Filters and columns: Creation of filters, use of an existing filter,
choice and organization of the columns
Tools
Display modes
3:45
- 4:00
Break
4:00
- 5:30
Search
criteria in the logged inquiry files
Practices concerning the themes treated during the day
3rd
Day
9:00
- 10:30
Toolbar:
managing tables, text fields, data, reference tables, labels and
messages, configuration of tools, customization of the inquiry
screen, display options
Observation of configurations the participants have seen in GL
Expert
10:30
- 10:45
Break
10:45
- 12:30
Administration
of the 4 major bases:
Departments / Customers: How to add a Department or a Customer
Vendors / Vendor Contacts: How to add a Vendor or a Vendor Contact,
file management, search function, customization of folder tabs
Topics: How to add a product, file management, search function,
customization of folder tabs
Address Book: How to add an entry, manage files, search function,
customization of folder tabs
12:30
- 2:00
Lunch
2:00
- 3:45
Choice
of case study (topic of your choice) and workshop (creation of
the adequate personal base)
3:45
- 4:00
Break
4:00
- 5:30
Case
study / Workshop (continued)
4th
Day
9:00
- 10:30
Advanced
functions in GL Manager: Stored procedures
10:30
- 10:45
Break
10:45
- 12:30
Tools:
export to Word and Excel
12:30
- 2:00
Lunch
2:00
- 3:45
Case
study / Workshop (continued)
3:45
- 4:00
Break
4:00
- 5:30
End
of Case study / Workshop
5th
Day
9:00
- 10:30
Execution
of standard scenarios on the personal base
10:30
- 10:45
Break
10:45
- 12:30
Validation
of customization of the personal base through standard tests
12:30
- 2:00
Lunch
2:00
- 3:45
Statistical
functions
Toolbar: display of inquiry list, export of statistical data
Department and Customer Tree view
Reporting and statistical analysis
3:45
- 4:00
Break
4:00
- 5:30
Final
questions
Evaluation of the training class
General
Subscription Conditions
Subscriptions
are accepted within the limits of the available places.
If
we receive a subscription at a moment where we already have reached
the maximal number of registrations for an education event, we will
contact you as soon as possible in order to propose another date for
a training course.
As
soon as we receive your signed registration, your registration is considered
as definitive. We will then send you the notification and the bill for
our services. The payment will be made 30 days net from the invoice.
The
proof of participation is sent by mail after the training course. In
case of non-participation, any registration that has not been cancelled
by letter at least one week before the beginning of the training course,
will be 100 % invoiced, but it is always possible to allow another person
from the company to replace the non-participant. A registration cancelled
more than one week before the beginning of the training course is invoiced
at 50%. Any course begun is invoiced 100 %.
BusinessLine
still has the right to cancel a training course if there are not at
least 6 registrations. In this case, the customer can cancel his registration
or choose another time in the catalogue.
Special
prize can be negotiated with companies wishing to register an important
number of participants. Please do not hesitate to contact us: Customer
Service
The
customer accepts all the above conditions when we receive the subscription.
