This article will provide a curriculum to understand our UCaaS products and how to sell, implement, and manage them
Suggested Learning Tracks
Depending on the role your associate will play, here are some suggested learning tracks.
Basic Knowledge Track
This is used to learn the basic information about the UCaaS product set, features, order entry, and fulfillment. This should be taken by everyone who will come into contact with any aspect of this product set.
Order Entry Track
This track expands on the Basic Knowledge to provide more details about how to approach enter orders into the system.
This track expands on the Basic Knowledge to go into further details about how to provision and implement service.
Customer Management Track
This track is here to provide the information necessary to properly manage established customers.
Each of these modules has an instructional video and/or documentation and an associated survey to test for understanding. Be sure to use the same name and email address on each of the tests.
Additional Knowledge Base Articles that are relevant to the subject matter will be notated below the lesson plan.
While it is not absolutely necessary to take each of these lessons in order, it is recommended as the knowledge learned from the lower numbered lessons is often applied in higher numbered ones.
U101 UCaaS Products (35 minutes)
This introductory module will teach you about the UCaaS product set.
U201 Atlas Overview (10 minutes)
An overview of the Atlas portal is the subject of this brief module.
U202 Atlas Order Entry and Provisioning Overview (15 minutes)
This module will show you how to enter orders and provision them in Atlas. This lesson shows the basics - advanced lessons will follow for each of the procedures themselves.
S202a Atlas Order Entry In-Depth (20 minutes)
This special track lesson goes into greater detail on order entry in Atlas. The indented audience for this lesson is salespeople as well as those who will be entering orders.
S202b Atlas Service Delivery In-Depth (10 minutes)
This special track lesson goes into greater detail on the Service Delivery process in Atlas. The indented audience for this lesson is those who will be taking the orders and provisioning the service for customers.
S203 Handling Jeopardies in Atlas (6 minutes)
This special track lesson shows how to identify and clear jeopardies in Atlas.
U203 Atlas Customer Management (20 minutes)
This lesson teaches you how to manage customers with the Atlas portal.
Article: Remove Seats
Article: DID Swap
Article: Change Service Package
Article: Suspend and Resume Services
U301 Customer Admin Portal Overview
You will learn about the Customer Admin Portal with this module.
U302 Basic PBX Set-up
This lesson will demonstrate the basic setup expectations for a PBX.
A401 UCaaS Call Center
This advanced module highlights the Call Center product, including licensing, set-up, and reporting.
|Download: Call Center Guide 2022||
Article: Call Center Jargon
Article: Hosted Call Center Overview
Article: Hosted Call Center Licenses
Article: Basic and Premium Queues
Article: Call Center Set-Up
Article: Unbranded Call Center Video