ZOOM Training Solutions New Product Training: Servicing Excel BI NOW

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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 Copyright © 2013 Mindflash What Are Your Learning Objectives?

Get Customers Up and Running Copyright © 2013 Mindflash 4 User Set Up One user at a time Bulk upload Assign Lessons Select lessons Entire catalog Communicate templates Quick Start Guide

Frequently Asked Questions Copyright © 2013 Mindflash 5 Do I really have to add users one at a time? Q A No. 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 A No. At this time, Excel BI NOW does not support groups. Can I reset passwords for my employee users? Q A Yes, In the “Administration” section of the website, you can reset your employees’ passwords and change other profile fields.

Q A Frequently Asked Questions Copyright © 2013 Mindflash 6 Can 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 Copyright © 2013 Mindflash Add quiz in Mindflash

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 Copyright © 2013 Mindflash Add quiz in Mindflash

Let’s Review 3. The Communications section of the Excel BI NOW web site contains the following support materials: templates, site customization options, communication check-list templates, quick start guide, communication check-list Quick start guide, communication check-list, FAQs Quick start guide, FAQs, site customization options Copyright © 2013 Mindflash Add quiz in Mindflash

$100 Escalation Procedures Copyright © 2013 Mindflash 10 Manager Help Desk Ticket Your Name & Extension Reasonable Time Frame Follow-Up

Self- Service Resources Copyright © 2013 Mindflash # Live Chat Knowledge Base Community

Copyright © 2013 Mindflash Customers can get up and running quickly on Excel BI NOW.

Final Assessment Customers can upload multiple users at the same time. True False Copyright © 2013 Mindflash Add quiz in Mindflash

Final Assessment Customers can put users in groups and assign different lessons to different groups. True False Copyright © 2013 Mindflash Add quiz in Mindflash

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 Copyright © 2013 Mindflash Add quiz in Mindflash

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 Copyright © 2013 Mindflash Add quiz in Mindflash

Final Assessment Customers have the following support options available to them (multiple answers): 800# Live Chat Premium Support Copyright © 2013 Mindflash Add quiz in Mindflash

Thank You!

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