ZOOM Training Solutions New Product Training: Servicing Excel BI NOW.

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


What Are Your Learning Objectives?


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


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.


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


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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



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




$100

Escalation Procedures

Manager Help Desk Ticket

Your Name & Extension

Reasonable Time Frame

Follow-Up


Self-Service

Resources

800#

Email

Live ChatKnowledge Base

Community


Customers can get up and running quickly on Excel BI NOW.

Final Assessment

Customers can upload multiple users at the same time.

• True

• False



Final Assessment

Customers can put users in groups and assign different lessons to different groups.

• True

• False



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



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



Final Assessment

Customers have the following support options available to them (multiple answers):

• 800#

• Email

• Live Chat

• Premium Support



Thank You!

ZOOM Training Solutions New Product Training: Servicing Excel BI NOW.

Documents

Transcript of ZOOM Training Solutions New Product Training: Servicing Excel BI NOW.