Mainstream Hands-on Training Classes

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CSR Course (#4003)
Customer Service Representative (CSR) basic training including form navigation, shortcut keys, grid operation, call entry form, order processing, dispatching screens, quick list, etc. This course covers everything a CSR needs to know to process daily calls and orders in CrossForm.

Administration Course (#4004)
This is the CrossForm Administration course that covers setting up sites, service agreements, priorities and targets, status codes, problem codes, resolution codes, vendors, equipment, warranty, inventory and all other activity necessary in administering a CrossForm installation. Also covered are the internals to the Messenger and IVR applications. You’ll also learn how to set up customized dispatch boards.

Service Accounting Course (#4005)
There are several tasks that are used only by the lead users of the group or by certain, focused accounting groups within the organization. For example, contract administration and reporting, taking technician time, managing truck & warehouse inventory, running technician productivity reports, warranty reporting, monitoring Messenger status, and the troubleshooting that goes with all of it. We’ll show you how to correct errors in calls and orders, and how to run certain ad-hoc reports specific to CSR activities. This course allows you to get the most out of CrossForm.

Inventory Management Course (#4006)
If inventory tracking is a primary focus for certain individuals in your company, such as warehousemen or technicians, then this course is suited for them. We’ll show you how to manage your inventory within CrossForm. Processing receipts, making adjustments, running journal and valuation reports, etc. You’ll also learn how to run reconciliation reports that are used for physical inventory counts periodically in your organization. Several labs are provided for real-world scenarios.

Advisor Developer Course (#4007)
CrossForm comes with a knowledge tree package called the CrossForm Advisor. This environment has its own development cycle complete with callback functions and OLE servers. This course will teach you how to create complex node trees, incorporate data from a session directly into an order, spawn several orders in a workflow environment from one call, generate email behind the scenes following a user response, and other useful utilities that can make your CrossForm installation a complete success.

Supervisor Course (#4008)
This course is specially designed for Service Managers to enable them to get the reports they need out of CrossForm. Both system standard and ad-hoc reporting from Microsoft Access is covered. Managers are encouraged to bring their laptops along. Also covered are the reporting tools available from the WEB that can be used against CrossForm.

Application Developer Course (#4009)
If you’re going to be customizing the source code of CrossForm, you’ll need this course. We’ll show you the internals of the system, including RDO methodologies that we’ve employed. Plus, you’ll learn how to write IVR scripts, the basics of SQL Server procedures and general RDO techniques from VB5. This course also covers the basics in creating Advisor Node Trees and in using our case tool, ERWin, to manipulate database tables to add fields, constraints, checks, triggers and defaults.

Support Professional Course (#4010)
Support personnel will benefit from this class as it covers typical problems over all the modules of the system. You’ll learn how to drill down and solve users problems using the system. A comprehensive look at all of the server modules, from application to database, from messenger to remote and web, are covered. Courses 4003 through 4006 are prerequisites to this course. The student will become exposed to the database server, complete with entity-relation diagrams. The tools used in the class consist of Enterprise Manager, Query Analyzer, Crystal Reports, as well as all of the CrossForm® built-in support tools.