ManageEngine SupportCenter Plus Training Course Overview

Prerequisites for ManageEngine SupportCenter Plus Training

Participants interested in the ManageEngine SupportCenter Plus Training course should have:

• A basic understanding of customer service principles
• Familiarity with general IT support processes

While not mandatory, experience with IT systems and software deployment will be beneficial in helping participants get the most out of this course.

Target Audience for ManageEngine SupportCenter Plus Training

The ManageEngine SupportCenter Plus Training course equips customer service managers, support representatives, and administrators with vital skills to implement and manage a top-notch customer support solution.

• Administrators responsible for configuring and managing SupportCenter Plus within their organization.
• Support Representatives who regularly interact with customers and manage their requests.
• Customer Service Managers looking to streamline their support operations and improve customer satisfaction.
• IT Support Specialists aiming to enhance their knowledge of customer support software.
• Technical Support Teams involved in managing customer interactions and requests.
• Help Desk Managers seeking to improve their help desk efficiency and effectiveness.
• Technical Account Managers responsible for customer relationships and contract management.
• Customer Experience Managers focused on optimizing the end-to-end customer support journey.
• Service Delivery Managers overseeing the delivery of support services to clients.

Learning Objectives - What you will Learn in this ManageEngine SupportCenter Plus Training?

Introduction

The ManageEngine SupportCenter Plus Training course equips participants with the essential skills to efficiently deploy, configure, and optimize the SupportCenter Plus customer support solution, enhancing the overall customer support process for their organizations.

Learning Objectives and Outcomes

By the end of this training, participants will be able to:

• Install and configure SupportCenter Plus.
• Set up and manage request management processes.
• Enable and customize the Self-Service Portal and Knowledge Base.
• Manage contracts, support plans, and SLAs with clients.
• Administer surveys and generate comprehensive reports.
• Enhance and manage the overall customer experience.
• Create and manage different user roles within the organization.
• Customize request templates and integrate with Microsoft Outlook.
• Develop and schedule custom reports for various users.
• Implement best practices in using SupportCenter Plus and troubleshoot common issues.