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Service Optimization Training offering April 2018
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ClickSoftware Service Optimization
Training Offering ©2018 ClickSoftware Technologies Ltd. All rights reserved
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Service Optimization Training offering April 2018
About ClickSoftware Training Services ClickSoftware Training Services provides a wide range of practical courses to support
ClickSoftware’s professionals and users. Courses are offered via eLearning or on-site at your own
premises. The training provides deep understanding of both theoretical and practical knowledge
required to implement, administrate and use ClickSoftware’s products.
eLearning eLearning, or self-paced learning, is built using a state of the art online learning system which offers
participants an effective and seamless training experience. This features, for some of the courses,
a practice environment that can be used for learning purposes.
Classroom Classroom courses are tailored for those participants that prefer to attend training sessions led by
a trainer. These courses are tailored for different types of users, from dispatchers, systems
administrators and implementation teams to developers.
ClickSoftware's professional trainers ensure that you and your team are fully equipped to get the
most out of your technological investment.
For additional information contact: [email protected]
ClickSoftware goes a long way to make sure
that customers and partners receive the
training and education necessary to carry
out their implementations and projects with
excellence. We offer a variety of activities
and courses to help you master the
technology and become proficient in this
field.
ClickSoftware Training Store
Check our training store. Some of the eLearning
courses are available for online purchase through
our store:
https://store.clicksoftware.com
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Service Optimization Training offering April 2018
Service Optimization Courses
Course Name Target Audience Delivery Method Estimated Duration
ClickSchedule ClickSchedule for Dispatchers (102) Dispatcher Classroom 1 day
ClickSchedule for Administrators (202\202e) Administrator Classroom\eLearning 3 days \ 15-20 hours
ClickSchedule for Cloud Administrators (222\222e) Administrator - Cloud Classroom\eLearning 3 days\ 15-20 hours
ClickSchedule Technical Product Training (201\201e) Customer Project Team Classroom\eLearning 5 days\ 25-30 hours
ClickSchedule Technical Product Training and Troubleshooting (802\802e) First Line Support Classroom\eLearning 5 days\ 30-35 hours
ClickSchedule Technical Product Training for Cloud Implementations (811e) First Line Cloud Support Classroom\eLearning 5 days\ 25-30 hours
Insights into ClickSchedule Logic Services (221) Implementer Classroom 5 days
Associate Consultant ClickSchedule (ACS) Partner Implementer eLearning 30-35 hours
ClickSchedule for Developers (220) Developer Classroom 5 days
ClickMobile
ClickMobile Classic for Engineers (107c) Engineer Classroom 4.5 hours
ClickMobile Touch for Engineers (107t) Engineer Classroom 4.5 hours
ClickMobile Touch Technical Product Training (207t) Customer Project Team Classroom\eLearning 3 days\ 15-20 hours
ClickMobile Touch Technical Product Training and Troubleshooting (807e) First Line Support Classroom\eLearning 3.5 days\ 15-20 hours
ClickMobile Touch Technical Product Training for Cloud Implementations (817e) First Line Cloud Support Classroom\eLearning 3.5 days\ 15-20 hours
ClickMobile Classic Technical Product Training (207c) Implementer Classroom 3 days
Associate Consultant ClickMobile (ACM) Partner Implementer eLearning 28 hours
ClickMobile Touch for Developers (227t) Developer Classroom 3 days
ClickMobile Classic for Developers (227c) Developer Classroom 3 days
Customer Engagement
CEM for Implementers (750) Implementer eLearning 3 hours
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Service Optimization Training offering April 2018
Course Name Target Audience Delivery Method Estimated Duration
ClickDashboard
ClickDashboard for Administrators (301) Implementer Classroom 3 days
ClickAnalyze ClickAnalyze Reporting for Managers (103) Manager Classroom 2.5 hours
ClickAnalyze Reporting for Administrators (203) Administrator Classroom 4.5 hours
ClickAnalyze Insight for Administrators (204) Administrator Classroom 4.5 hours
ClickAnalyze Reporting for Implementers (212) Implementer Classroom 1 day
ClickWorkforce ClickWorkforce for Dispatchers (502) Dispatcher Classroom 1 day
ClickWorkforce for Administrators (501b) Administrator eLearning & Classroom 20 hours eLearning +
2 days Classroom
ClickWorkforce Technical Product Training (507) Implementer Classroom 3 days
ClickRoster ClickRoster for End Planners (108) Planner Classroom 1 day
ClickRoster Technical Product Training (208) Implementer eLearning & Classroom 5 hours eLearning +
4 days Classroom
ClickRoster for Developers (228) Developer Classroom 4 days
Service Optimization Supporting ServiceOptimization Implementations (801) Support Classroom 4 days
Testing ServiceOptimization Implementations (401) QA Engineer Classroom 3 days
ClickPlan ClickPlan for Planners (105) Planner Classroom 1 day
ClickPlan for Administrators (205) Administrator Classroom 1.5 days
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Service Optimization Training offering April 2018
Course Name Target Audience Delivery Method Estimated Duration
ClickForecast ClickForecast for End Users (106) End User Classroom 1 day
ClickForecast for Administrators (206) Administrator Classroom 1.5 days
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Service Optimization Training offering April 2018
ClickSchedule for Dispatchers (#102) Course Description:
This course is meant to teach Dispatchers how to utilize the ClickSchedule Web Client. The participants will learn about the Scheduling challenges and ClickSchedule solution.
In addition, the Dispatchers will learn how to perform their daily work in the system and how to handle exceptions in the schedule. The course covers the out of the box
standard process and usage flows. A customized session can be tailored for an on-site training.
Course Objectives:
By the end of this course the trainees will be able to:
✓ Describe the Scheduling challenges and ClickSchedule solution
✓ Describe the different Scheduling options in the system
✓ Manage the daily schedule and handle exceptions
✓ Manage tasks and handle resources availabilities
Course Topics:
➢ Scheduling and the ClickSchedule Solution
➢ The Scheduling View
➢ Scheduling Tasks with ClickSchedule
➢ Workload Management
Pre-Requisites: None
Duration: 1 day
Certification: None
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Service Optimization Training offering April 2018
ClickSchedule for Administrators (#202) Course Description:
This course provides deep understanding of the Service Optimization suite as well as the ClickSchedule product from business, UI and administration points of view.
Course Objectives:
By the end of this course the trainees will be able to:
✓ Describe the scheduling challenges and the ClickSoftware solution ✓ Describe the client interface and perform basic functions in the client ✓ Manage the various ClickSchedule components as required in your administration
Course Topics: ➢ Course Introduction ➢ User Management Tool
➢ Scheduling and the ClickSchedule Solution ➢ System Agents
➢ ClickSchedule Client Interface and Basic Functionalities ➢ Audit Trail
➢ Client User Settings ➢ Centralized Logging
➢ Service Optimization Data Schema ➢ Service Optimization Suite Architecture
➢ View and Form Management ➢ Servers Farm Management and Licensing
➢ The Configuration Installer ➢ Basic Guidelines for System Administrators
➢ The Import Tool
Pre-Requisites: None
Duration: Estimated 15-20 hours
Certification: Yes
Click here to order the course from the Training Store
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Service Optimization Training offering April 2018
ClickSchedule for Cloud Administrators (#222e)
Course Description: This course utilizes ClickSoftware’s online eLearning system, which offers participants a self-learning, self-paced training experience. The training
features scenario-based learning as well as hands-on practice in the training environment.
Course Objective:
By the end of this course the trainees will be able to:
✓ Describe the scheduling challenges and the ClickSoftware solution ✓ Describe the client interface and perform basic functions in the client ✓ Manage the various ClickSchedule components as required in your administration
Course Topics:
➢ ClickSchedule for Cloud Administrators- Course Introduction ➢ User Management Tool
➢ Scheduling and the ClickSchedule Solution ➢ Cloud Identity Manger
➢ ClickSchedule Client Interface and Basic Functionalities ➢ System Agents
➢ Client User Settings ➢ Audit Trail
➢ Service Optimization Data Schema ➢ Centralized Logging
➢ View and Form Management ➢ Cloud Services Dashboard
➢ The Configuration Installer ➢ Service Optimization Suite Architecture
➢ The Import Tool
Pre-Requisites: None
Duration: Estimated 15-20 hours
Certification: Yes
Click here to order the course from the Training Store
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Service Optimization Training offering April 2018
ClickSchedule Technical Product Training (#201)
Course Description: This course provides deep understanding of the Service Optimization suite as well as the ClickSchedule product from business, UI, administration
and configuration points of view.
Course Objectives: By the end of this course the trainees will be able to:
✓ Describe the scheduling challenges and the ClickSoftware solution ✓ Describe the client interface and perform basic functions in the client ✓ Configure the various ClickSchedule components as required in your
implementation
Course Topics:
➢ Course Introduction ➢ The Import Tool ➢ Scheduling Services ➢ Scheduling and the ClickSchedule Solution ➢ User Management Tool ➢ GIS Overview ➢ ClickSchedule Client Interface and Basic Functionalities ➢ Audit Trail ➢ Advanced Scheduling Options ➢ Client User Settings ➢ Centralized Logging ➢ Service Optimization Suite Architecture ➢ Service Optimization Data Schema ➢ Task Lifecycle ➢ Integration ➢ View and Form Management ➢ Generic Events ➢ Server Farm Management & Licensing ➢ The Configuration Installer ➢ Scheduling Policies
Pre-Requisites: None
Duration: Estimated 25-30 hours
Certification: Yes
Click here to order the course from the Training Store
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Service Optimization Training offering April 2018
ClickSchedule Technical Product Training and Troubleshooting 101 (#802)
Course Description: This course provides the essential knowledge required to take part in ClickSchedule configuration. In addition, it also provides the knowledge
needed in supporting basic product issues. Adhering to the course requirements and passing the exams will entitle participants to submit cases to the support team.
Course Objectives: By the end of this course the trainees will be able to:
✓ Describe the scheduling challenges and the ClickSoftware solution ✓ Describe the client interface and perform basic functions in the client ✓ Configure the various ClickSchedule components as required in your
implementation ✓ Identify the root cause of common problems ✓ Resolve basic issues and open support cases
Course Topics:
➢ ClickSchedule for First Line Supporters- Course Opening ➢ The Import Tool ➢ GIS Overview ➢ ClickSchedule Technical Course- Course Introduction ➢ User Management Tool ➢ Advanced Scheduling Options ➢ Scheduling and the ClickSchedule Solution ➢ Audit Trail ➢ Service Optimization Suite Architecture ➢ ClickSchedule Client Interface and Basic Functionalities ➢ Centralized Logging ➢ Integration ➢ Client User Settings ➢ Task Lifecycle ➢ Servers Farm Management and Licensing ➢ Service Optimization Data Schema ➢ Generic Events ➢ ClickSchedule for First Line Supporters- Troubleshooting ➢ View and Form Management ➢ Scheduling Policies ➢ ClickSchedule for First Line Supporters- Approaching Support Services ➢ The Configuration Installer
➢ Scheduling Services
Pre-Requisites: None
Duration: Estimated 30-35 hours
Certification: Yes
Click here to order the course from the Training Store
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Service Optimization Training offering April 2018
ClickSchedule Technical Product Training for Cloud Implementations (#811)
Course Description: This course provides the essential knowledge required to take part in ClickSchedule configuration. In addition, it also provides the knowledge needed in
supporting basic product issues. Adhering to the course requirements and passing the exams will entitle participants to submit cases to the support team.
Course Objectives: By the end of this course the trainees will be able to:
✓ Describe the scheduling challenges and the ClickSoftware solution
✓ Describe the client interface and perform basic functions in the client
✓ Configure the various ClickSchedule components as required in your implementation
✓ Identify the root cause of common problems
✓ Resolve basic issues and open support cases
Course Topics: ➢ ClickSchedule for First Line Supporters- Course Opening ➢ The Import Tool ➢ Scheduling Policies
➢ ClickSchedule Technical Course- Course Introduction ➢ User Management Tool )Cloud) ➢ Scheduling Services
➢ Scheduling and the ClickSchedule Solution ➢ Cloud Identity Manager ➢ GIS Overview
➢ ClickSchedule Client Interface and Basic Functionalities ➢ System Agents ➢ Advanced Scheduling Options
➢ Client User Settings ➢ Audit Trail ➢ Service Optimization Suite Architecture
➢ Service Optimization Data Schema ➢ Centralized Logging ➢ Integration
➢ View and Form Management ➢ Task Lifecycle ➢ ClickSchedule - Troubleshooting (Cloud)
➢ The Configuration Installer ➢ Generic Events ➢ ClickSchedule - Approaching Support Services (Cloud)
Duration: Estimated 30-35 hours
Certification: Yes
Click here to order the course from the Training Store
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Service Optimization Training offering April 2018
ClickSchedule Insights into Logic Services (#221)
Course Description:
This course provides deep understanding of various logic concepts and solutions. The participants will learn how to give logic solutions to various standard business scenarios by configuring ClickSchedule logic components.
Course Objectives: By the end of this course the trainees will be able to:
✓ Explain logic solutions to various standard business scenarios, as presented in ClickSchedule ✓ Identify logic services that are part of standard logic solutions, provide best practices for each one of them and related limitations that require
further consultancy ✓ Perform standard configuration of selected ClickSchedule logic components
Course Topics:
➢ Introduction to ClickSchedule Schedule Services ➢ Schedule Update ➢ Scheduling Services Building Blocks ➢ Schedule Workflow ➢ Client Scheduling Services ➢ Bundler Overview ➢ Contractors ➢ Background Optimization ➢ Logic Services ➢ Center of Work ➢ Relocations ➢ Decomposition & Slicing ➢ Appointment Booking ➢ Popular Packaged Components ➢ Extended Optimizer Internals ➢ Sxps & Updates Through Integration
Pre-Requisites: One of the following:
• Course #201/201e - ClickSchedule Technical Product Training
• Associate Consultant ClickSchedule (ACS) certification
Duration: 5 days
Certification: Yes
Click here to order the course from the Training Store
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Service Optimization Training offering April 2018
Associate Consultant ClickSchedule Certification (ACS)
Course Description:
This course demonstrates that an individual has the necessary knowledge of the product to be an important contributor to the implementation team,
from lending ideas and problem solving through implementation and, finally, production. The course is aimed at ClickSoftware’s partners.
Course Objectives:
By the end of this course the trainees will be able to:
✓ Describe the scheduling challenges and the ClickSoftware solution
✓ Describe the client interface and perform basic functions in the client
✓ Configure the various ClickSchedule components as required in your implementation
Course Topics:
➢ ClickSchedule - Associate Consultant Certification- Course Introduction
➢ User Management Tool ➢ GIS Overview
➢ Scheduling and the ClickSchedule Solution ➢ System Agents ➢ Advanced Scheduling Options ➢ ClickSchedule Client Interface and Basic Functionalities ➢ Audit Trail ➢ Service Optimization Suite Architecture ➢ Client User Settings ➢ Centralized Logging ➢ Integration ➢ Service Optimization Data Schema ➢ Task Lifecycle ➢ Server Farm Management and Licensing ➢ View and Form Management ➢ Generic Events ➢ Cloud Services Dashboard ➢ The Configuration Installer ➢ Scheduling Policies ➢ Cloud Identity Manager ➢ The Import Tool ➢ Scheduling Services
Pre-Requisites: None
Duration: Estimated 30 - 35 hours
Certification: Yes
Click here to order the course from the Training Store
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Service Optimization Training offering April 2018
ClickSchedule for Developers (220)
Course Description:
This course will enable the trainee (programmer) to develop ClickSchedule customizations effectively using the product API.
Course Objectives:
By the end of this course the trainees will be able to:
✓ Describe the structure of ClickSchedule ✓ Integrate ClickSchedule with other systems ✓ Access the ClickSchedule data using server side and client-side
components ✓ Write custom SXP messages
✓ Write client add-ins ✓ Expose web services and write server events
Course Topics:
➢ Server Development ➢ Web Services & SXP ➢ Web Client Basics ➢ UI & Events ➢ Web Client API
Pre-Requisites:
• Windows 2008 E-Learning courses: One of the following:
• Programming in Visual Studio 2010 • ClickSchedule Technical Product Training (course #201e)
• Programming in C# (Preferred) or Visual Basic .Net • Associate Consultant ClickSchedule (ACS) certification
• XML
• Programming in Silverlight
• web-services knowledge
Duration: Estimated 30 - 35 hours
Certification: Yes
Click here to order the course from the Training Store
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Service Optimization Training offering April 2018
ClickMobile Classic for Engineers (#107c)
Course Description:
This course provides understanding of the purpose and content of the ClickMobile Classic product. During this course, the trainees will learn and practice how to
manage assignments, and view related information
Course Objectives:
By the end of this course the trainees will be able to:
✓ Handle ClickMobile Classic assignments
✓ Handle ClickMobile Classic messages
✓ Work with ClickMobile Classic Timesheets
Course Topics:
➢ Course Overview ➢ Introduction to ClickMobile ➢ ClickMobile Architecture ➢ ClickMobile Basic Terms ➢ Working with ClickMobile ➢ Starting ClickMobile ➢ Working with Assignments ➢ Working with Timesheets ➢ Working with Messages ➢ Working with Business Views
Pre-Requisites: None
Duration: Estimated 4.5 hours
Certification: None
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Service Optimization Training offering April 2018
ClickMobile Touch for Engineers (#107t)
Course Description: This course provides understanding of the purpose and content of the ClickMobile Touch product. During this course, the trainees will learn and practice how to manage assignments and view related information.
Course Objectives: By the end of this course the trainees will be able to:
✓ Handle ClickMobile Touch assignments ✓ Handle ClickMobile Touch messages ✓ Work with ClickMobile Touch Timesheets
Course Topics:
➢ Introduction to ClickMobile Touch ➢ Working with ClickMobile Touch
Pre-Requisites: None
Duration: Estimated 4.5 hours
Certification: None
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Service Optimization Training offering April 2018
ClickMobile Touch Technical Product Training (207t) Course Description:
The ClickMobile Technical Product Training course provides fundamental understanding of both theoretical and practical ClickMobile configuration knowledge that is
required for ClickMobile implementations.
Course Objectives:
By the end of this course the trainees will be able to:
✓ Describe the ClickMobile solution
✓ Configure the various ClickMobile components as required in your implementation
Course Topics:
➢ Course Opening ➢ ClickMobile Dispatching Policy
➢ Getting to Know ClickMobile ➢ Exercise- ClickMobile Dispatching Policy
➢ ClickMobile From Users Point of View ➢ ClickMobile Forms Configuration ➢ ClickMobile System Architecture ➢ Exercise- ClickMobile Forms Configuration
➢ ClickMobile Installation and Setup ➢ ClickMobile AppStore
➢ Exercise- ClickMobile Installation ➢ Exercise- ClickMobile AppStore
Pre-Requisites: None
Duration: Estimated 15-20 hours
Certification: Yes
Click here to order the course from the Training Store
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Service Optimization Training offering April 2018
ClickMobile Touch Technical Product Training and Troubleshooting (807)
Course Description:
This course provides the essential knowledge required to take part in ClickMobile configuration. In addition, it also provides the knowledge needed in supporting basic product issues.
Course Objectives: By the end of this course the trainees will be able to:
✓ Describe the ClickMobile solution ✓ Configure the various ClickMobile components as required in your implementation ✓ Describe the functionally of ClickMobile Classic ✓ Identify the root cause of common problems ✓ Resolve basic issues and open support cases
Course Topics:
➢ Course Opening ➢ Exercise- ClickMobile Dispatching Policy
➢ Getting to Know ClickMobile ➢ ClickMobile Forms Configuration ➢ ClickMobile From Users Point of View ➢ ClickMobile AppStore ➢ ClickMobile System Architecture ➢ Exercise- ClickMobile AppStore ➢ ClickMobile Installation and Setup ➢ ClickMobile for First Line Supporters- Troubleshooting
➢ Exercise- ClickMobile Installation ➢ ClickMobile for First Line Supporters- Approaching Support Services
➢ ClickMobile Dispatching Policy
Pre-Requisites: None
Duration: Estimated 20 hours
Certification: Yes
Click here to order the course from the Training Store
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Service Optimization Training offering April 2018
ClickMobile Touch Technical Product Training for Cloud Implementations (817)
Course Description:
The ClickMobile Technical Product Training course provides fundamental understanding of both theoretical and practical ClickMobile configuration knowledge that is required for ClickMobile implementations
Course Objectives:
By the end of this course the trainees will be able to:
✓ Describe the ClickMobile solution ✓ Configure the various ClickMobile components as required in your implementation ✓ Identify the root cause of common problems ✓ Resolve basic issues and open support cases
Course Topics:
➢ ClickMobile Cloud- Course Opening ➢ ClickMobile Forms Configuration
➢ Getting to Know ClickMobile ➢ Exercise- ClickMobile Forms Configuration ➢ ClickMobile From Users Point of View ➢ ClickMobile AppStore ➢ ClickMobile System Architecture ➢ Exercise- ClickMobile AppStore ➢ ClickMobile Dispatching Policy ➢ ClickMobile for First Line Supporters- Troubleshooting (Cloud)
➢ Exercise- ClickMobile Dispatching Policy ➢ ClickMobile for First Line Supporters- Approaching Support Services
Pre-Requisites: None
Duration: Estimated 15-20 hours
Certification: Yes
Click here to order the course from the Training Store
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Service Optimization Training offering April 2018
ClickMobile Classic Technical Product Training (207c)
Course Description:
The ClickMobile Technical Product Training course provides fundamental understanding of both theoretical and practical ClickMobile configuration knowledge that is required for ClickMobile cloud implementations.
Course Objectives:
By the end of this course the trainees will be able to:
✓ Describe the ClickMobile solution ✓ Configure the various ClickMobile components as required in your implementation by using the ClickMobile studio ✓
Course Topics:
➢ ClickMobile Cloud- Course Opening ➢ Getting to know ClickMobile ➢ ClickMobile From Users Point of View ➢ ClickMobile System Architecture ➢ ClickMobile Dispatching Policy ➢ Exercise- ClickMobile Dispatching Policy ➢ ClickMobile- Forms Configuration ➢ Exercise- ClickMobile Forms Configuration ➢ ClickMobile AppStore ➢ Exercise- ClickMobile AppStore ➢ ClickMobile for First Line Supporters- Troubleshooting (Cloud) ➢ ClickMobile for First Line Supporters—Approaching Support Services
Pre-Requisites: None
Duration: Estimated 15-20 hours
Certification: Yes
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Service Optimization Training offering April 2018
Associate Consultant ClickMobile Certification (ACM) Course Description:
This course demonstrates that an individual has the necessary knowledge of the product to be an important contributor to the implementation team, from lending
ideas and problem solving through implementation and, finally, production.
Course Objectives:
By the end of this course the trainees will be able to:
✓ Describe the ClickMobile solution
✓ Configure the various ClickMobile components as required in your implementation
✓ Describe the functionally of ClickMobile Classic
Course Topics:
➢ ClickMobile- Associate Consultant Certification Course Introduction
➢ ClickMobile From Users Point of View ➢ Exercise- ClickMobile AppStore
➢ Service Optimization Data Schema ➢ ClickMobile System Architecture ➢ ClickMobile Classic- PC Client ➢ System Agents ➢ ClickMobile- Installation and Setup ➢ ClickMobile Classic- Troubleshooting ➢ User Management Tool ➢ Exercise- ClickMobile Installation ➢ Cloud ServicesDashboard ➢ Service Optimization Suite Architecture ➢ ClickMobile- Dispatching Policy ➢ Cloud Identity Manager ➢ Integration ➢ ClickMobile- Forms Configuration ➢ Servers Farm Management and
Licensing ➢ Exercise- ClickMobile Forms
Configuration
➢ Getting to Know ClickMobile ➢ ClickMobile AppStore
Pre-Requisites: None
Duration: Estimated 25-30 hours
Certification: Yes
Click here to order the course from the Training Store
pg. 22
Service Optimization Training offering April 2018
ClickMobile Touch for Developers (#227t)
Course Description: This course will enable the trainee (programmer) to develop ClickMobile Touch customizations using the product API.
Course Objectives: By the end of this course the trainees will be able to:
✓ Understand the ClickMobile Architecture and Structure
✓ Understand the different Customization points of ClickMobile
✓ Develop the various ClickMobile components as required in your implemenataion
✓ Install and debug ClickMobile customizations
Course Topics:
➢ ClickMobile Touch Architecture ➢ Form Event ➢ Mobility Studio Overview ➢ Custom Panel ➢ Customization Points ➢ Widgets ➢ Configuring ClickMobile Touch User ➢ Inline Panel ➢ DLL / JS References ➢ Custom View ➢ API Overview ➢ Custom Settings
Pre-Requisites:
Development background- Minimum 1-year experience in the following:
• C# (Preferred) or Visual Basic .Net programming
• HTML, Java script, CSS
• JQuery
One of the following:
➢ ClickMobile Technical Product Training (course #207e) For partners only:
➢ Associate Consultant ClickMobile (ACM) certification
Duration: 5 days
Certification: Yes
Click here to order the course from the Training Store
pg. 23
Service Optimization Training offering April 2018
ClickMobile Classic for Developers (#227c)
Course Description: This course will enable the trainee (programmer) to develop ClickMobile Classic customizations using the product API.
Course Objectives:
By the end of this course the trainees will be able to:
✓ Develop the various ClickMobile components as required in your implementation
Course Topics:
➢ Available Documentation Overview ➢ Form Services ➢ Custom Client View
➢ ClickMobile SDK Example ➢ File Transfer Services ➢ Custom Alternative View
➢ Infrastructure & Customization Entry Points ➢ Client Events ➢ Widgets
➢ ClickMobile Logging ➢ Form Events ➢ File Transfer API
➢ Controller Services ➢ Custom Manu Add-In
➢ Business View Services ➢ Custom Panel on the Form
Pre-Requisites: Minimum 1-year experience in the following:
• C# (Preferred) or Visual Basic .Net programming
• HTML, Java script, CSS
• JQuery
Duration: 3 days
Certification: Yes
pg. 24
Service Optimization Training offering April 2018
CEM for Implementers (750)
Course Description: ClickSoftware’s Customer Engagement Module (CEM) offers consumers multiple channels, such as SMS, Email, and IVR, to interact with their service provider. It enables service providers to enhance the customer experience, encouraging customers to engage using multiple up-to-date channels. In this course you will learn how to create an account, brand your account, and configure the Customer Engagement Module in Click Field Service Edge or Service Optimization
Course Objectives:
By the end of this course the trainees will be able to:
✓ Create an account ✓ Brand your account ✓ Configure the Customer Engagement Module in Click Field Service Edge or Service Optimization
Course Topics:
➢ Scheduling and the ClickSchedule Solution ➢ Service Edge Scheduling- Status Transitions ➢ Introduction to Integration with Service Edge ➢ Outgoing Messages ➢ Service Edge Scheduling- Generic Events ➢ Customer Engagement Module ➢ CEM Dashboard ➢ Exercise ➢ Exam
Pre-Requisites: None
Duration: 5 hours
Certification: Yes
Click here to order the course from the Training Store
pg. 25
Service Optimization Training offering April 2018
ClickDashboard for Administrators (#301) Description: This part provides the essential knowledge required to administer ClickDashboard, design new dashboards and widgets, expand the existing data model and create new data models. The training includes an overview of each component and feature, and hands on training exercises
Course Objectives:
By the end of this course the trainees will be able to:
✓ Describe the ClickDashboard Architecture, Flow & Historical Data Model ✓ Administrate ClickDashboard ✓ Expand the current data model and create new dashboards, widgets ✓ Perform basic troubleshooting.
Course Topics:
➢ Benefits of Business Analytics ➢ Use Cases– SO
➢ Architecture ➢ Historical Data Flow
➢ Current Report - Data Flow ➢ Data Archival Process
➢ Sisense Components ➢ Historical Elastic Cubes
➢ SO Elastic Cube ➢ Data accumulation in historical cubes
➢ Current Dashboard Reports – UI Components ➢ Basic troubleshooting
➢ User Management ➢ Use Cases – DWH
➢ Security ➢ User Experience with reports during build
Pre-Requisites: Familiarity with Click SO DB schema & Basic SQL querying knowledge
Duration: 2 days
Certification: None
pg. 26
Service Optimization Training offering April 2018
ClickAnalyze Reporting for Managers (#103) ClickAnalyze Reporting for Administrators (#203)
Course Description:
This course provides an overview of ClickAnalyze reports as well as teaches how to generate reports and adjust their layout.
Course Description:
This course provides an overview of the ClickAnalyze Reporting capabilities, as well as administration and basic configuration.
Course Objectives:
By the end of this course the trainees will be able to: ✓ Describe the Scheduling basic terms and the Scheduling concepts. ✓ Describe the various ClickAnalyze reports and their use ✓ Generate and customize reports
Course Objectives:
By the end of this course the trainees will be able to: ✓ Generate ClickAnalyze Reporting reports ✓ Create reports templates for ClickAnalyze Reporting and define their
characteristics ✓ Describe the basic ClickAnalyze Reporting configuration options
Course Topics:
➢ ClickAnalyze Reporting Terms and Concepts ➢ ClickAnalyze Reporting Reports Overview ➢ Adjusting the Report Layout
Course Topics:
➢ Introduction to ClickAnalyze Reporting ➢ ClickAnalyze Reporting Administration ➢ ClickAnalyze Reporting – Introduction to Configuration
Pre-Requisites: None
Pre-Requisites: None
Duration: Estimated 2.5 hours Duration: Estimated 4.5 hours
Certification: None
Certification: None
pg. 27
Service Optimization Training offering April 2018
ClickAnalyze Insight for Administrators (#204) ClickAnalyze Reporting for Implementers (#212)
Course Description:
This course provides an overview of the ClickAnalyze Insight capabilities, as well as basic configuration options.
Course Description:
This course provides deep understanding of the ClickAnalyze Reporting product from UI, administration and configuration points of view.
Course Objectives: By the end of this course the trainees will be able to:
✓ Generate ClickAnalyze Insight reports and describe Insight architecture ✓ Describe the usage of the ClickAnalyze Insight Agent and it’s
configuration
Course Objectives:
By the end of this course the trainees will be able to:
✓ Generate ClickAnalyze Reporting reports ✓ Configure the reports layout ✓ Define new system reports
Course Topics: ➢ ClickAnalyze Insight Reports ➢ ClickAnalyze Insight Administration
Course Topics: ➢ Generating a Report
➢ ClickAnalyze Reporting Administration ➢ ClickAnalyze Reporting Configuration
Pre-Requisites: None Pre-Requisites: None
Duration: Estimated 4.5 hours Duration: Estimated 4.5 hours
Certification: None Certification: None
pg. 28
Service Optimization Training offering April 2018
ClickWorkforce for End Users (#502) Course Description:
This course is meant to teach Dispatchers how to utilize ClickWorkforce. The participants will learn about the Scheduling challenges and ClickSchedule solution.
In addition, the Dispatchers will learn how to perform their daily work in the system and how to handle exceptions in the schedule.
Course Objectives:
By the end of this course the trainees will be able to:
✓ Describe the Scheduling challenges and ClickWorkforce solution
✓ Describe the different Scheduling options in the system
✓ Manage the daily schedule and handle exceptions and resources availability
Course Topics:
➢ Scheduling and the ClickWorkforce Solution
➢ The Scheduling View
➢ Scheduling Tasks with ClickSchedule
➢ Workload Management
Pre-Requisites: None
Duration: 1 day
Certification: None
pg. 29
Service Optimization Training offering April 2018
ClickWorkforce for Administrators (#501b)
Course Description:
This course provides deep understanding of ClickWorkforce features, administration and configuration options. Completing this course ensures that the trainees have the knowledge needed to perform ClickWorkforce administration tasks. The course is comprised of a preliminary self-paced eLearning course, where you will learn about administration aspects in ClickSchedule and ClickMobile, and a following class course.
Course Objectives: By the end of this course the trainees will be able to:
✓ Describe the Scheduling challenges and the solution
✓ Configure the various ClickSchedule components as required in the administration
✓ Describe the ClickMobile solution and functionality
✓ Customize ClickMobile user forms
✓ Describe the ClickWorkforce various functions
✓ Configure and customize the various ClickWorkforce components
✓ Troubleshoot ClickWorkforce
Course Topics:
➢ Scheduling and the ClickWorkforce Solution
➢ ClickWorkforce and ClickSchedule Interface
➢ Scheduling Tasks with ClickWorkforce
➢ Architecture and Integration
➢ Installation and Basic Configuration
➢ Customizing ClickWorkforce Page Layout
➢ Reports and Dashboards
➢ Troubleshooting and Support
Pre-Requisites: None
Duration: Estimated 30-35 hours
Certification: None
pg. 30
Service Optimization Training offering April 2018
ClickWorkforce Technical Product Training (#507) Course Description:
This course provides deep understanding of ClickWorkforce features, administration and configuration options. Completing this course ensures that the trainees have
the knowledge needed to perform ClickWorkforce implementation tasks.
Course Objectives:
By the end of this course the trainees will be able to: ✓ Describe the ClickWorkforce Solution and basic interface, and perform basic
Scheduling in the solution ✓ Troubleshoot issues in the system and describe the workflow of working
with Support ✓ Install and configure the system for use, including the set-up of permissions ✓ Describe the necessary elements in managing a ClickWorkforce
implementation ✓ Configure and use the solution’s reports and dashboards ✓ Describe the best practices of a ClickWorkforce solution design
Course Topics:
➢ Course Introduction ➢ Integration from SO to Salesforce ➢ ClickWorkforce and ClickSchedule Interface ➢ New Objects and Fields Creation ➢ Architecture and Integration ➢ Permissions ➢ Scheduling Tasks with ClickWorkforce ➢ Integration from Salesforce to SO ➢ Reports and Dashboards ➢ Licensing ➢ Installation and Basic Configuration ➢ Implementation Methodology ➢ Configuring Page Layouts, Custom Fields and Validations ➢ Additional Topics
Pre-Requisites:
• ClickSchedule Technical Product Training (course #201/802/811) For Partners only:
• ClickMobile Technical Product Training (course #207/807/817) ✓ Associate Consultant ClickSchedule (ACS) certification
• Salesforce implementation experience ✓ Associate Consultant ClickMobile (ACM) certification
Duration: 3 days
Certification: None
pg. 31
Service Optimization Training offering April 2018
ClickRoster for End Users (#108)
ClickRoster Technical Product Training (#208)
Course Description: This course in meant to provide an understanding of
the purpose and content of ClickRoster and to give the ability to use it for viewing information and performing actions regarding the rostering process.
Course Description: This course provides deep understanding of the ClickRoster product
from business, UI, administration and configuration points of view.
Course Objectives:
By the end of this course the trainees will be able to:
✓ Describe the shift Scheduling challenge ✓ Describe the rostering process ✓ Perform client functionalities that are used by the different process
phases
Course Objectives:
By the end of this course the trainees will be able to:
✓ Describe ClickRoster main features ✓ Describe ClickRoster data model and events ✓ Configure the various ClickRoster components as required in your implementation ✓ Define multiple ClickRoster sites
Course Topics:
➢ Shift Scheduling Challenge and Ui ➢ Client Functionalities ➢ Employee Portal
Course Topics:
➢ ClickRoster Client – Scheduling Challenge, Business Processes, UI And Functionalities
➢ Employee Portal
➢ Business Objects (Data Model) ➢ Roster Reports ➢ General Settings ➢ Employee Absences ➢ Rules & Objectives ➢ Calendar Synchronization ➢ Automatic Scheduling ➢ Multiple Sites ➢ Get Candidate ➢ Crews Management ➢ ClickRoster Events ➢ Administrative Settings
Pre-Requisites: None
Pre-Requisites: None
Duration: 1 day Duration: Part 1: eLearning – Estimated 5 hours. Part 2: classroom training - 4 days
Certification: None Certification: None
pg. 32
Service Optimization Training offering April 2018
ClickRoster for Developers (#228)
Course Description ClickRoster includes creating shift plans for days, weeks, months, and years in advance, while also recalculating the shift plans dynamically based on
last-minute changes.
Course Objectives:
By the end of this course the trainees will be able to:
✓ Perform server basic customizations
✓ Perform client customizations
✓ Perform troubleshooting- log
Course Topics:
➢ Roster Client
➢ ClickRoster Server Side
➢ Employee Portal Customization
➢ ClickRoster Localization
Pre-Requisites:
• Programming in Visual Studio 2010
• Programming in C# (Preferred) or Visual Basic .Net
• Knowledge of Windows 2008
• Course #208 - ClickRoster Technical Product Training (#208)
• For partners only - Associate Consultant ClickRoster (ACR) certification
Duration: 4 days
Certification: None
pg. 33
Service Optimization Training offering April 2018
Supporting ServiceOptimization Implementations (#801)
Course Description:
This course is meant to provide the trainees with an understanding regarding ServiceOptimization implementations and by that give the ability to perform first level
support for ClickSoftware products.
✓ Procedures ✓ Customer Zone ✓ Architecture ✓ Integration ✓ Agents
✓ Clients ✓ GIS ✓ Troubleshooting ✓ Performance ✓ BGO Optimization
Course Objectives:
By the end of this course the trainees will be able to:
✓ Perform troubleshooting for various problems in the Service Optimization environment
✓ Perform first level support in the following:
Use advanced troubleshooting tools
Describe the working procedures with ClickSoftware Support
Course Topics:
➢ Architecture Troubleshooting Version 8 ➢ Integration Troubleshooting - Version 8 ➢ Performance Troubleshooting ➢ Webclient Troubleshooting ➢ GIS Advanced Troubleshooting
➢ Advanced Troubleshooting Tools ➢ Agents Troubleshooting ➢ Customizations Troubleshooting Vs OOTB ➢ Support Tool Kit
Pre-Requisites:
• ClickSchedule Technical Product Training (course #201/802/811)
• Windows administrator skills
Duration: 4 days
Certification: None
pg. 34
Service Optimization Training offering April 2018
Testing ServiceOptimization Implementations (#401)
Course Description:
This course is meant to provide the trainees the ability to plan QA activities for a ClickSchedule implementation project, as well as providing information and knowledge
on the configuration part of the system.
Course Objectives:
By the end of this course the trainees will be able to:
✓ Understand the QA activities taken by ClickSoftware’s PSQA team: configuration and End to End.
✓ Better understand the configuration part of the system.
✓ Plan and perform QA activities of a ClickSchedule implementation project
Course Topics:
➢ PS-QA tests for SG ➢ Logic - Overview and Configuration Tests ➢ End to End and UAT Testing Guidelines + Exercise ➢ Updates Through Integration ➢ End to End Testing for SG ➢ ClickMobile Configuration Tests ➢ Web Client Configuration ➢ Defect reporting, Regression tests, Time Estimates Guidelines ➢ Agents Configuration Tests ➢ Installation Testing Guidelines ➢ Events Configuration & Add On ➢ Custom Add in Testing Guideline ➢ Status Transitions Configuration Tests
Pre-Requisites:
• Course #201 - ClickSchedule Technical Product Training
• Prior experience with ServiceOptimization
• Prior experience as a QA Engineer
Duration: 3 days
Certification: None
pg. 35
Service Optimization Training offering April 2018
ClickPlan for End Users (#105) ClickPlan for Administrators (#205)
Course Description:
This course is meant to provide the trainees with an understanding of The purpose and content of ClickPlan.
Course Description:
This course is meant to provide the trainees with an understanding of the purpose and content of ClickPlan.
Course Objectives:
By the end of this course the trainees will be able to:
✓ Describe the business problem and planning process ✓ Work with Demands and Resources ✓ Describe the different allocation methods ✓
Course Objectives:
By the end of this course the trainees will be able to:
✓ Access the Administration Window ✓ Creating ClickPlan Administrative Settings ✓
Course Topics:
➢ The Business Problem and Planning Process ➢ ClickPlan Main Window ➢ Working with Demands and Resources In ClickPlan ➢ Allocation Methods ➢ Plan Tuning Wizard ➢ Scenarios Model ➢ Variation Management ➢ Advanced Topics
Course Topics:
➢ Creating ClickPlan Administrative Settings ➢ Working with User Settings ➢ Tuning Wizard
Pre-Requisites: None Pre-Requisites: Course #202 / #202e - ClickSchedule for Administrators course
Duration: 1 day Duration: 1.5 days
Certification: None Certification: None
pg. 36
Service Optimization Training offering April 2018
ClickForecast for End Users (#106)
ClickForecast for Administrators (#206)
Course Description:
This course is meant to provide the trainees with an understanding of the purpose and content of ClickForecast, and to give them the ability to use it for creating long term and short-term forecasts.
Course Description:
This course is meant to provide the trainees the ability to administrate and configure the ClickForecast.
Course Objectives:
By the end of this course the trainees will be able to:
✓ Perform the day to day work of a forecast analyst using ClickForecast
✓ Create a baseline forecast, then adjust, finalize and update it
Course Objectives:
By the end of this course the trainees will be able to:
✓ Use ClickForecast administrative tools to enable full functionality of ClickForecast server and maintain the server environment
Course Topics:
➢ Course Overview ➢ Introduction to Forecasting and ClickForecast ➢ Creating A Long-Term Forecast – Preparations, Processing the
Forecast, Exporting the Forecast and Updating Historical Data ➢ Deriving A Short-Term Forecast
Course Topics:
➢ ClickForecast Overview ➢ ClickForecast Administration ➢ Offline Operations Agent
Pre-Requisites: None Pre-Requisites: Course #202 - ClickSchedule for Administrators course
Duration: 1 day Duration: 1.5 days
Certification: None Certification: None