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Training Programs

Welcome to the next4biz CRM & BPM platform!
On this page, you can register for the next4biz CSM Custormer Service Management training.

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NEXT4BIZ TRAINING
CSM – Customer Service Management
Design and Customization Training

5-10 December 2022

  • In this training, CSM customization and design is demonstrated on the next4biz CSM.
  • This is not an end-user training program. The training should be received by the CSM specialists/managers who will be the key users in managing design and customization activities.
  • The training is conducted live and remotely.
  • Our training programs are repeated on a monthly basis.
  • The training is carried out in mixed groups with participants from different organizations.
  • Each organization can participate in this training with no more than two people at once. If you wish to bring in more participants, you can register for the programs that will be introduced in the future.
You can see the other training programs on this page.
Training Plan
Day - Time Subjects
Monday 9:00 a.m.–1:00 p.m.
  • Introduction
  • Welcome
  • Trends in Customer Service Management
  • Next4biz CSM Features
  • Fundamentals
Tuesday 9:00 a.m.–1:00 p.m.
  • Product Usage
  • User interface
  • My tickets
  • Details of a ticket
  • Ticket resolution
Wednesday 9:00 a.m.–1:00 p.m.
  • Organization
  • Units
  • Users
  • User Groups
  • Roles
  • Bulk Operations
  • Properties of Tickets
  • Category
  • Ticket Type
  • Priority
  • Root Cause
  • Suspension Reason
  • Communication Channel
  • Response Type
Thursday 9:00 a.m.–1:00 p.m.
  • Interface Customization
  • Default Field
  • Custom Field
  • Related Filed
  • Inventory Management - Custom Tables
  • Customer and Self Service Management
  • Customer Groups (Segments)
  • Customer Custom Fields
  • Self-Service Customer Portal
  • Knowledge Base
Friday 9:00 a.m.–5:00 p.m.
  • Process Management
  • Workflow
  • Business Rule
  • SL Management & Escalation
  • Task Assignment
  • Assitflow - Agent Script
  • Notifications
  • Notification Rules
  • Advanced Notifications
  • Message Templates
Saturday 9:00 a.m.–1:00 p.m.
  • Surveys
  • Survey Types
  • Survey Design
  • Running & Reporting Surveys
  • Localizations
  • Time Zones
  • Calendar
  • Working Hours
  • Language

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