Training Material

Admins should be trained to:

1. Understand Dove365 Common dependencies.
2. Configure environment variables.
3. Configure the default queue.
4. Run Configure Default Queue.
5. Maintain Categories and Subcategories.
6. Maintain queues and queue access.
7. Monitor support automations.
8. Assign support security roles.
9. Validate dashboards after deployment.

Account managers should be trained to:

1. Create and manage Accounts.
2. Create and manage Contacts.
3. Create and manage Managed Services.
4. Review Managed Service usage.
5. Understand 80 percent threshold notifications.
6. Discuss over-allocation with customers or internal owners.

Support users should be trained to:

1. Use My Work dashboard each day.
2. Understand Queue Items and Worked By.
3. Pick work from queues.
4. Create and update Cases.
5. Use Categories and Subcategories.
6. Log Support Activities.
7. Understand Managed Service context.
8. Escalate Cases correctly.
9. Resolve Cases correctly.

All support users should understand:

• Queue Items are not the same as Cases.
• Picked work is controlled by Worked By.
• The default queue is the intake queue.
• My Queue Items can include items from any queue if the user is set as Worked By.
• My Open Cases is focused on Cases in the user's queue.

Users should know:

• Which dashboard is personal.
• Which dashboard is organisation-wide.
• How to interpret queue item counts.
• How to interpret Case counts.
• Why queue item and Case counts can differ.
• How to use attention lists.

Practice scenarios:

1. Create a Case manually.
2. Pick an email-created Case from the default queue.
3. Log a Support Activity with hours.
4. Escalate a Case.
5. Resolve a Case.
6. Review Managed Service usage after logged work.