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Duration 4 Days 24 CPD hours This course is intended for This course is best suited to developers, engineers, and architects who want to use use Hadoop and related tools to solve real-world problems. Overview Skills learned in this course include:Creating a data set with Kite SDKDeveloping custom Flume components for data ingestionManaging a multi-stage workflow with OozieAnalyzing data with CrunchWriting user-defined functions for Hive and ImpalaWriting user-defined functions for Hive and ImpalaIndexing data with Cloudera Search Cloudera University?s four-day course for designing and building Big Data applications prepares you to analyze and solve real-world problems using Apache Hadoop and associated tools in the enterprise data hub (EDH). IntroductionApplication Architecture Scenario Explanation Understanding the Development Environment Identifying and Collecting Input Data Selecting Tools for Data Processing and Analysis Presenting Results to the Use Defining & Using Datasets Metadata Management What is Apache Avro? Avro Schemas Avro Schema Evolution Selecting a File Format Performance Considerations Using the Kite SDK Data Module What is the Kite SDK? Fundamental Data Module Concepts Creating New Data Sets Using the Kite SDK Loading, Accessing, and Deleting a Data Set Importing Relational Data with Apache Sqoop What is Apache Sqoop? Basic Imports Limiting Results Improving Sqoop?s Performance Sqoop 2 Capturing Data with Apache Flume What is Apache Flume? Basic Flume Architecture Flume Sources Flume Sinks Flume Configuration Logging Application Events to Hadoop Developing Custom Flume Components Flume Data Flow and Common Extension Points Custom Flume Sources Developing a Flume Pollable Source Developing a Flume Event-Driven Source Custom Flume Interceptors Developing a Header-Modifying Flume Interceptor Developing a Filtering Flume Interceptor Writing Avro Objects with a Custom Flume Interceptor Managing Workflows with Apache Oozie The Need for Workflow Management What is Apache Oozie? Defining an Oozie Workflow Validation, Packaging, and Deployment Running and Tracking Workflows Using the CLI Hue UI for Oozie Processing Data Pipelines with Apache Crunch What is Apache Crunch? Understanding the Crunch Pipeline Comparing Crunch to Java MapReduce Working with Crunch Projects Reading and Writing Data in Crunch Data Collection API Functions Utility Classes in the Crunch API Working with Tables in Apache Hive What is Apache Hive? Accessing Hive Basic Query Syntax Creating and Populating Hive Tables How Hive Reads Data Using the RegexSerDe in Hive Developing User-Defined Functions What are User-Defined Functions? Implementing a User-Defined Function Deploying Custom Libraries in Hive Registering a User-Defined Function in Hive Executing Interactive Queries with Impala What is Impala? Comparing Hive to Impala Running Queries in Impala Support for User-Defined Functions Data and Metadata Management Understanding Cloudera Search What is Cloudera Search? Search Architecture Supported Document Formats Indexing Data with Cloudera Search Collection and Schema Management Morphlines Indexing Data in Batch Mode Indexing Data in Near Real Time Presenting Results to Users Solr Query Syntax Building a Search UI with Hue Accessing Impala through JDBC Powering a Custom Web Application with Impala and Search

Duration 1 Days 6 CPD hours This course is intended for This introductory-level course is great for experienced technical professionals working in a wide range of industries, such as software development, data science, marketing and advertising, finance, healthcare, and more, who are looking to use the latest AI and machine learning techniques in their day to day. The hands-on labs in this course use Python, so you should have some familiarity with Python scripting basics. Overview Working in an interactive learning environment, led by our engaging OpenAI expert you'll: Understand the capabilities and products offered by OpenAI and how to access them through the OpenAI API. set up an OpenAI environment on Azure, including creating an Azure virtual machine and configuring the environment to connect to Azure resources. Gain hands-on experience building a GPT-3 based chatbot on Azure and implement advanced natural language processing capabilities. Use the OpenAI API to access GPT-3 and generate high-quality text Learn how to use Whisper to improve the quality of text generation. Understand the capabilities of DALL-E and use it to generate images for unique and engaging visuals. Geared for technical professionals, Quick Start to Azure AI Basics for Technical Users is a fun, fast paced course designed to quickly get you up to speed with OpenAI?s powerful tools and functionality, and to provide hands-on experience in setting up an OpenAI environment on Azure. Guided by our AI expert, you?ll explore the capabilities of OpenAI's GPT-3, Whisper and DALL-E, and build a chatbot on Azure. It will provide you with the knowledge and resources to continue your journey in AI and machine learning and have a good understanding of the potential of OpenAI and Azure for your projects. First, you?ll dive into the world of OpenAI, learning about its products and the capabilities they offer. You'll also discover how Azure's offerings for AI and machine learning can complement OpenAI's tools and resources, providing you with a powerful combination for your projects. And don't worry if you're new to Azure, we'll walk you through the process of setting up an account and creating a resource group. As you progress through the course, you'll get the chance to work with OpenAI's GPT-3, one of the most advanced large language models available today. You'll learn how to use the OpenAI API to access GPT-3 and discover how to use it to generate high-quality text quickly and easily. And that's not all, you'll also learn how to build a GPT-3 based chatbot on Azure, giving you the opportunity to implement advanced natural language processing capabilities in your chatbot projects. The course will also cover OpenAI Whisper, an OpenAI tool that can improve the quality of text generation, allowing you to create more coherent and natural language content. And you will learn about OpenAI DALL-E, an OpenAI tool that can generate images, giving you the ability to create unique and engaging visuals to enhance your content and projects. Introduction to OpenAI and Azure Explore OpenAI and its products, as well as Azure's offerings for AI and Machine Learning, allowing you to understand the tools and resources available to you for your AI projects. Explore OpenAI and its products Explore Azure and its offerings for AI and Machine Learning Get Hands-On: Setting up an OpenAI environment on Azure Walk through the process of setting up an OpenAI environment on Azure, giving you the hands-on experience needed to start building your own projects using OpenAI and Azure. Create an Azure virtual machine and installing the OpenAI SDK Configure the OpenAI environment and connecting to Azure resources Explore OpenAI GPT-3 Learn about GPT-3, one of OpenAI's most powerful language models, and how to use it to generate high quality text, giving you the ability to create natural language content quickly and easily. Review GPT-3 and its capabilities Use the OpenAI API to access GPT-3 Get Hands-on: Building a GPT-3 based chatbot on Azure Learn how to build a GPT-3 based chatbot on Azure, giving you the opportunity to learn how to implement advanced natural language processing capabilities in your chatbot projects. Setup an Azure Function and creating a chatbot Integrate GPT-3 with the chatbot OpenAI Whisper Explore Whisper, an OpenAI tool that can improve the quality of text generation, allowing you to create more coherent and natural language content. Explore Whisper and its capabilities Use Whisper to improve the quality of text generation OpenAI DALL-E Explore DALL-E, an OpenAI tool that can generate images, giving you the ability to create unique and engaging visuals to enhance your content and projects. Explore DALL-E and its capabilities Use the OpenAI API to access DALL-E What?s Next: Keep Going! Other ways OpenAI can impact your day to day Explore great places to check for expanded tools and add-ons for Azure OpenAI Where to go for help and support Quick Look at Generative AI and its Business Implications Understanding Generative AI Generative AI in Business Ethical considerations of Generative AI

Duration 5 Days 30 CPD hours This course is intended for This course is designed for the Dynamics 365 Supply Chain Management Functional Consultant Expert or those whose role includes implementing and configuring advanced features of Dynamics 365 Supply Chain Management. Overview Objectives: Create products as type Item and Service. Set up product unit conversions. Set up transfer orders Set up default order settings. Create product masters with predefined variants. Create and set up category hierarchies. Create product attributes. Create bill of materials using BOM designer Discrete manufacturing concepts Production order statuses Production stages Bill of materials (BOM) Resources Routes and operations Configure commodity pricing in Supply Chain Management. Configure product compliance in Supply Chain Management. Configure commodity pricing in Supply Chain Management. Configure product compliance in Supply Chain Management. Configure process manufacturing. Create and configure catch weight items. Configure approved vendors. Understand the features in engineering change management. Learn how the end-to-end engineering change management process works. Set up engineering organizations. Work with product versioning. Create dimension groups by using the version dimensions. Create product life cycle states. Use engineering categories. Set up engineering change severities and severity rules. Set up product owners. Use a workflow with engineering change management. Create an engineering change request. Learn about business impacts. Create an engineering change order. Important terminology to help you understand the concepts and processes that are associated with product configuration. Product configuration end-to-end scenario. Different areas that span the product configuration process. The product configuration model. How to build a product configuration model. Configure the costing sheet. Perform BOM calculation and analyze costs by using the costing sheet. IoT intelligence and insights in Supply Chain Management This course is designed to build your in Dynamics 365 Supply Chain Management application knowledge. This course will cover the most important features and functionalities needed by Dynamics 365 Supply Chain Management functional consultant including: The product information and how to configure, create, and manage your product and inventory. Supply chain management configuration and processing. The transportation management features, and the warehouse management features. Asset Management functionalities. Master planning configuration and processing. Sales and procurement processes. Create products and product masters in Dynamics 365 Supply Chain Management Product information workspace Concept of a product Create products Set up unit conversions Batch disposition codes Default order settings Define products as not stocked Create product masters with variants Gain productivity by using the Variant suggestions page Create and set up category hierarchies and attributes Set up item pricing Create bill of materials in Dynamics 365 Supply Chain Management Work with the BOM designer BOM and formula versions BOM line types BOM levels Get started with discrete manufacturing in Dynamics 365 Supply Chain Management Discrete manufacturing life cycle Master planning and planned production orders Bills of materials Working with BOM and item configurations Create a bill of materials Production orders Work with commodity pricing and compliance in Dynamics 365 Supply Chain Management Configure commodity pricing Configure product compliance Configure process manufacturing in Dynamics 365 Supply Chain Management Process manufacturing item types Production type setup Set up packaging and batch attributes Shelf life related setup Item model group, product compliance, and approved vendors Catch weight Transaction adjustments Catch weight item handling policy Catch weight tags Configure approved vendors Get started with Engineering Change Management for Dynamics 365 Supply Chain Management Overview of features End-to-end walkthrough of features Set up versioned products in Dynamics 365 Supply Chain Management Create an engineering organization Create nomenclature for product versions Create product version number rules Create product dimension groups by using the version dimension Create product life cycle states Engineering attributes Product readiness policies Product release policies Create engineering categories Configure engineering change management for Dynamics 365 Supply Chain Management Set up engineering change severities Set up severity rule sets Set up product owners Engineering workflows Request and follow up with product changes in Dynamics 365 Supply Chain Management Engineering change requests Engineering change orders up with product changes in Dynamics 365 Supply Chain Management Get started with product configuration in Dynamics 365 Supply Chain Management Elements of a product configuration model Expression constraints and table constraints in product configuration models Validate and test a product configuration model Finalize a model for configuration Set up a product configuration model Calculations for product configuration models Solver strategy for product configuration Reuse product configurations Release a product configuration model Customize a product configuration model Work with the costing sheet in Dynamics 365 Supply Chain Management Costing versions Cost groups Calculation groups Costing sheets BOM calculations BOM Measurements BOM Reports Configure formulas for process manufacturing in Dynamics 365 Supply Chain Management Formulas, formula lines, and formula versions Formula features Approve and activate formulas and formula versions Use step consumption Coproducts By-products Burden allocation Planning items Get started with production control in Dynamics 365 Supply Chain Management Core concepts in production control Understand unified manufacturing Manufacturing principles Overview of the production process and production life cycle Batch orders Discrete manufacturing Process manufacturing Lean manufacturing Configure production control for unified manufacturing Capacity planning Integration between the General ledger and the Production control modules IoT intelligence and insights Describe the value proposition for mixed-reality Guides for production floor workers Use warehouse management for manufacturing in Dynamics 365 Supply Chain Management Production input location Production output location Staging and order picking Release BOM and formula lines to the warehouse Cross-docking Planned cross docking Visibility into material exceptions Work with manufacturing execution in Dynamics 365 Supply Chain Management Understand the manufacturing executions Identify roles in manufacturing execution Planning consideration for manufacturing execution Configure manufacturing execution Setup time and attendance for manufacturing execution processes Control production with manufacturing execution Create and process report as finished journals with co-products and by-products Calculate and approve raw time registrations Report as finished from the job card device Get started with Asset Management for Dynamics 365 Supply Chain Management Asset Management terminology and concepts Functional locations and assets Assets and work orders Install the Asset Management mobile workspace Use the Asset Management mobile workspace Asset Management integration capabilities Integrate Asset Management with Dynamics 365 Guides Schedule work orders in Asset Management for Dynamics 365 Supply Chain Management Configure workers for work order scheduling Schedule and dispatch work orders Calculate capacity load on scheduled work orders Configure and perform the procure-to-purchase process in Dynamics 365 Supply Chain Management Procurement scenario Overview of the procure-to-purchase process Set up procurement categories Use procurement catalogs Create a purchase requisition Create and process a request for quotation Create purchase orders Vendor categories and catalogs Evaluate a vendor and put a vendor on hold Use purchasing policies Configure activity-based subcontracting and production flow costing in Dynamics 365 Supply Chain Management Subcontracting capabilities Subcontracting a vendor Subcontracting service Transfer activities as subcontracting activities Subcontracting as an alternate resource Cost accounting of subcontracted services Subcontracting cost flow Backflush costing Products and material in Work in Progress Standard cost Costing lean manufacturing Calculation of standard cost Calculate unused quantities Calculation of production variances to standard cost Ledger entries created from processing a production flow Configure and use agreements in Dynamics 365 Supply Chain Management Work with trade agreements Create sales agreements Create purchase agreements Configure trade allowance management Configure brokerage contract management Configure royalty contract management Configure vendor rebates Rebate management module Work with capa Additional course details: Nexus Humans MB-335T00: Microsoft Dynamics 365 Supply Chain Management, Expert training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the MB-335T00: Microsoft Dynamics 365 Supply Chain Management, Expert course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

Duration 3 Days 18 CPD hours This course is intended for Any IT specialist eager to become an industry recognized expert on Veeam software solutions. Overview This certification is an excellent investment for an IT professional looking to increase productivity, reduce operating costs, increase potential for personal career advancement and gain recognition from the employer and customers. By completing the Veeam Certified Engineer (VMCE) course you should be able to: Get more functionality out of Veeam solutions Identify and resolve issues more efficiently Gain a distinction from your peers The Veeam Certified Engineer (VMCE) course is a 3-day technical deep-dive focused on teaching engineers to architect, implement, optimize and troubleshoot the Veeam software solution. Module 1 Introduction Module 2 Veeam Products Veeam Availability Suite Key Concepts Module 3 Auto Discovery of Backup and Virtual Infrastructure Business Categorization Pre-Defined Alerting Unattended Monitoring Reporting and Dashboards Agentless Data Gathering Hyper-V Specific Features Veeam One Deployment Veeam One Assessment Tool Module 4 Core Components and Their Interaction Optional Components Deployment Scenarios Prerequisites Upgrading Veeam Backup & Replication Module 5 Adding Servers Adding a VMware Backup Proxy Adding a Hyper-V Off-host Backup Proxy Adding Backup Repositories Performing Configuration Backup and Restore Managing Network Traffic Global Notification Settings Getting to Know User Interface Module 6 Creating Backup Jobs Creating Restore Points with VeeamZIP and Quick Backup Backup Copy Replication Creating VM/File Copy Jobs Module 7 SureBackup Recovery Verification SureReplica Module 8 Data Recovery Working with Veeam Backup & Replication Utilities Insight into Recovery from Replica Module 9 Item-Level Recovery Guest OS File Recovery Module 10 Tape Device Support SAN Storage Systems Support Support for Deduplicating Storage Systems Veeam Cloud Connect Veeam Backup Enterprise Manager vCloud Director Support Module 11 Product Editions Comparison Full and Free Functionality Modes Module 12 How to Identify the Problem How to review and analyze the issue Search for additional information Veeam Support

Duration 3 Days 18 CPD hours This course is intended for Any IT specialist eager to become an industry recognized expert on Veeam software solutions. Overview This certification is an excellent investment for an IT professional looking to increase productivity, reduce operating costs, increase potential for personal career advancement and gain recognition from the employer and customers. By completing the Veeam Certified Engineer (VMCE) course you should be able to:Get more functionality out of Veeam solutionsIdentify and resolve issues more efficientlyGain a distinction from your peers The Veeam Certified Engineer (VMCE) course is a 3-day technical deep-dive focused on teaching engineers to architect, implement, optimize and troubleshoot the Veeam software solution. Module 1 Introduction Module 2 Veeam Products Veeam Availability Suite Key Concepts Module 3 Auto Discovery of Backup and Virtual Infrastructure Business Categorization Pre-Defined Alerting Unattended Monitoring Reporting and Dashboards Agentless Data Gathering Hyper-V Specific Features Veeam One Deployment Veeam One Assessment Tool Module 4 Core Components and Their Interaction Optional Components Deployment Scenarios Prerequisites Upgrading Veeam Backup & Replication Module 5 Adding Servers Adding a VMware Backup Proxy Adding a Hyper-V Off-host Backup Proxy Adding Backup Repositories Performing Configuration Backup and Restore Managing Network Traffic Global Notification Settings Getting to Know User Interface Module 6 Creating Backup Jobs Creating Restore Points with VeeamZIP and Quick Backup Backup Copy Replication Creating VM/File Copy Jobs Module 7 SureBackup Recovery Verification SureReplica Module 8 Data Recovery Working with Veeam Backup & Replication Utilities Insight into Recovery from Replica Module 9 Item-Level Recovery Guest OS File Recovery Module 10 Tape Device Support SAN Storage Systems Support Support for Deduplicating Storage Systems Veeam Cloud Connect Veeam Backup Enterprise Manager vCloud Director Support Module 11 Product Editions Comparison Full and Free Functionality Modes Module 12 How to Identify the Problem How to review and analyze the issue Search for additional information Veeam Support

Duration 5 Days 30 CPD hours This course is intended for The primary audience for this course are Business Process Owners/Team Leads/Power Users, Industry Specialists, and Program/Project Managers. Overview Explain Maintenance and Repair business processesExecute maintenance tasksDefine relevant organizational elements used in Plant Maintenance In this course, students learn how to describe the maintenance and repair business processes within SAP ERP. This foundation knowledge is mandatory in order for students to have the confidence to complete the subsequent configuration courses. Plant Maintenance Organization Outlining EAM Processes and SAP Solution Portfolio Outlining the SAP User Interfaces and Roles Executing Maintenance Tasks with NetWeaver Business Client (NWBC) Checking Organizational Levels in Plant Maintenance Technical Objects Checking Functional Locations Managing Equipment Checking Linear Asset Management (LAM) Assigning Bills of Material (BOMs) to Technical Objects Breakdown Maintenance Planning Breakdown Maintenance Processing a Breakdown Maintenance Order Corrective Maintenance Outlining Corrective Maintenance Processing External Services Creating Notifications of Maintenance Requirements Creating Maintenance Orders Planning of Maintenance Orders Planning of Maintenance Orders for Operation Account Assignment (OAA) Selecting Maintenance Orders Planning for Maintenance Orders Scheduling Maintenance Executing Maintenance Tasks with SAP GUI Completing Notifications and Orders Confirm and Technically Complete an Order Creating a Shift Report Refurbishment of Spare Parts Checking Prerequisites in Materials Management (MM) Refurbishing Spare Parts Internally Refurbishing Spare Parts Externally Preventive Maintenance Outlining Preventive Maintenance Checking the Maintenance Task List Creating Maintenance Plans Scheduling Maintenance Plans Project-Oriented Maintenance Outlining Project-Oriented Maintenance Supplementary Processes for SAP Enterprise Asset Management Outlining Mobile Applications for SAP Enterprise Asset Management (SAP EAM) Using Visual Enterprise Documents Describing Basic Maintenance Processing Outlining Pool Asset Management (PAM) Outlining SAP Work Clearance Management (WCM) Applying Worker Safety Report and Analysis of Information for SAP Enterprise Asset Management (EAM) Analyzing Maintenance History with the Logistic Information System (LIS) Evaluating Plant Maintenance with SAP Business Warehouse (SAP BW) Outlining Rapid Deployment Solution EAM Analytics SAP Enterprise Asset Management Customizing Implementation Outlining SAP Enterprise Asset Management Customizing Implementation

Duration 2 Days 12 CPD hours This course is intended for This course is ideal for beginners and intermediate frontend developers who want to become full-stack developers. You will need some prior working knowledge of JavaScript and MongoDB as we skim over its basics and get straight to work. Overview At the end of this day, students should be able to: Understand the MEAN architecture Create RESTful APIs to complete CRUD tasks Build a blogging application with basic features Describe best practices to secure node applications Implement authentication and authorization Create simple animations using Angular Perform unit testing on Angular applications MongoDB, Express, Angular and Node.js Fundamentals begins by demystifying the MEAN architecture. You will review the features of the JavaScript technologies, frameworks, or libraries that make up a MEAN stack. You will also understand how to develop a RESTful API using Node.js, Express.js, and MongoDB Atlas. This course will enable you to discover how to build a blogging application using the MEAN stack. Next, you will learn about authentication using MEAN, and explore the features of Angular, such as pipes, reactive forms, modules and optimizing apps, animations and unit testing, and much more. By the end of the course, you will have all of the knowledge you need to become a pro at developing efficient web applications using JavaScript technologies. Introduction to the MEAN stack MEAN Architecture Demystification Getting Started with Node Activity 1: Creating an HTTP Server for a Blogging Application Understanding Callbacks, Event loop and EventEmitters in Node Understanding Buffers, Streams and Filesystem in Node Activity 2: Streaming Data to a File Developing RESTful APIs to perform CRUD operations Getting Started with RESTful APIs Getting started with MongoDB Atlas Activity 3: Connecting the Node Application with MongoDB Atlas Getting Started with Express Activity 4: Creating Express API Route and Controller Activity 5: Testing Fully Functional RESTful API Beginning Frontend Development with Angular CLI Getting Started with Angular CLI Using Components, Directives, Services, and Making HTTP Requests in Angular Activity 6: Designing the Frontend and Components for the Blogging Application Activity 7: Writing Services and Making HTTP Request Calls to an API Understanding Angular Forms and Routing Activity 8: Creating a Form Application Using the Reactive/Model-Driven Method Activity 9: Creating and Validating Different Forms Using the Template and Reactive Driven Method Activity 10: Implementing a Router for the Blogging Application Understanding MEAN Stack Security Node Security and Best Practices Node Application Authentication with JSON Web Token (JWT) Activity 11: Securing the RESTful API Node Application Authentication with Passport Activity 12: Creating a Login Page to Allow Authentication with Twitter Using Passport Strategies Angular Declarables, Bootstrapping, and Modularity Using Inbuilt Pipes, Custom Pipes, Custom Directives, and Observables Activity 13: Communicating Between Two Components Using Observable Angular Bootstrapping and Modularity Activity 14: Creating a Lazy Loaded Application Testing and Optimizing Angular Applications Angular Animations and Latest Angular Features Activity 15: Animating the Route Transition Between the Blog Post Page and View Post Page of the Blogging Application Optimizing Angular Applications Testing Angular Applications Activity 16: Performing Unit Testing on the App Root Component and Blog-Post Component Overview on the new features in Angular

Duration 1 Days 6 CPD hours This course is intended for This course is intended for customer service professionals with any level of experience who want to expand their knowledge, improve their skill set, and increase the understanding of customer benefits. Overview In this course, you will develop the skills to coach for results. You will:  Describe the benefits of customer service, identify internal customers, identify the benefits to you of giving good customer service, and identify how you can help your company to excel. Identify the major trends in customer service today and the combination of criteria required for customer satisfaction. Identify the benefits of bringing respect, emotional support, and a personal touch to customer interactions, and apply the personal touch to customer interactions. Identify the six categories of face-to-face communication, the critical success factors in face-to-face communication, and the benefits of actively listening to your customers. Identify remote customer service communication channels and apply remote customer service best practices. Identify guidelines for handling unreasonable customers, explore ways to handle angry customers, and identify guidelines for handling unhelpful colleagues. Take action to increase the loyalty of the customers you serve. You will also identify guidelines for dealing with moments of truth, identify the benefits of customer complaints, identify the steps in the service recovery process, and analyze the moments of truth in a real-life situation. As a customer service representative, you are expected to handle customer interactions in the best way possible. The expectations of both your company and your customers hinge on your ability to provide the right service in the right way. In this course, you will explore the background and techniques of customer interactions.Providing quality customer care ensures that every single contact with your company is a positive experience. Customers can range from external consumers to internal employees in other departments. Knowing how to provide the same level of service to all customers will enrich your time spent at work by establishing positive business relationships. Recognizing crucial points throughout customer interactions increases your ability to solve problems and offer affirmative solutions. Applying this knowledge to trends in service and consumer desires allows you to contribute to the company?s bottom line and make a customer?s life a little easier. Understanding Customer Service Describe Customer Service Benefits Recognize the Importance of Internal Customer Service Identify How Customer Service Benefits You Excel with Customer Service Identifying How Customers Define the Success of Your Company Recognize Trends in Customer Service Identify Criteria for Customer Satisfaction Increasing Customer Satisfaction Identify Characteristics of the Personal Touch Create Lasting Positive Impressions on Your Customers Providing Face-to-Face Customer Service Identify Categories of Face-to-Face Contact Understand the Critical Success Factors in Face-to-Face Customer Service Identify the Characteristics of Active Listening Providing Remote Customer Service Identify Remote Customer Service Communication Channels Apply Remote Customer Service Best Practices Engaging Difficult Customers Serve Difficult Customers Manage Angry Customers Deal with Difficult or Unhelpful Colleagues Increasing Customer Loyalty Optimize Moments of Truth Recognize the Value of Customer Complaints Identify the Stages of the Service Recovery Process

Duration 5 Days 30 CPD hours This course is intended for The primary audience for this course is as follows: Cisco Unified Communications system channel partners and resellers. System and technical support engineers. Customers who are deploying and maintaining Cisco Unified CCE solution products. Overview Upon completing this course, the learner will be able to meet these overall objectives: Understand CCE solutions, architecture, solution options, deployment models, integrated features and call flow options. Understand underlying Cisco Unified CCE processes, messaging and fault tolerance schemes. Install, upgrade and make basic configurations in Cisco Unified Communications Manager. Install, create databases, integrate, and upgrade all ICM components to include the ICM Router, Logger, Administration & Data Server, Peripheral Gateways, CTI Gateway and Cisco Finesse. Install, integrate, configure, and upgrade Cisco Unified CVP components to include the CVP Call Server, Voice XML Server, Media Server, Reporting Server and Cisco VVB. Install, upgrade, and make configurations for Cisco Unified Intelligence Center and Cisco Outbound Option Agent- and IVR-based campaigns. This course will provide the student with the underlying knowledge to understand deployment design solutions, requirements for deployment, and how to install and configure all major Cisco Unified CCE components. As a part of deployment activities, the student will understand how to install and integrate Intelligent Contact Manager (ICM) with Active Directory, how to install and integrate Cisco Unified CVP components using an IOS-based voice browser and Cisco Virtualized Voice Browser (Cisco VVB), how to install and integrate Cisco Finesse, how to install and integrate Cisco Unified Intelligence Center with Active Directory and associated Data Sources for reporting purposes, and how to install and configure Agent- and IVR-based Outbound Option dialing campaigns. And finally, the student will learn how to setup and use troubleshooting tools including RTMT, System CLI, Diagnostic Framework, and ICM command-line utilities to find status information and log files, and to track a call from the point of entry to the agent desktop. Cisco Unified Contact Center Enterprise Overview Lesson 1: Presenting Cisco Unified Contact Center Enterprise Lesson 2: Cisco Unified CCE Core Components Lesson 3: Cisco Unified CCE Options Lesson 4: Basic Call Flow Models Cisco Unified CCE Protocols, Processes and Services Lesson 1: Cisco Unified CM Lesson 2: Cisco Unified CCE/Intelligent Contact Manager Lesson 3: Cisco Unified CVP Installing Cisco Unified Communications Manager Lesson 1: Installation Prerequisites Lesson 2: Cisco Unified CM Installation Lesson 3: Post-installation Configurations Lesson 4: Creating Basic Infrastructure Lesson 5: Upgrading Cisco Unified CM Installing Intelligent Contact Manager Lesson 1: Installation Requirements Lesson 2: Pre-installation Tasks Lesson 3: Install the Main Installer Lesson 4: Install the Central Controller ?Lesson 5: Install the Administration and Data Server Lesson 6: Install the Peripheral Gateway Lesson 7: Install CTI Services Installing Cisco Unified CVP Lesson 1: Installation Prerequisites Lesson 2: Install the CVP Server Lesson 3: Configure Cisco Unified CVP Components Lesson 4: Upgrading Cisco Unified CVP Upgrade Path Installing and Configuring Cisco Unified CCE Options Lesson 1: Cisco Outbound Option Lesson 2: Cisco Unified Intelligence Center Supporting Cisco Unified CCE Lesson 1: Maintenance Activities Lesson 2: UCCE Troubleshooting Tools

Duration 5 Days 30 CPD hours This course is intended for The primary audience for this course is as follows: • Cisco Unified Communications system channel partners and resellers who are responsible for sales, implementation or administration of a Cisco Unified Contact Center. • System and technical support engineers. • Day 1 and Day 2 support personnel. • Administrative and reporting personnel. Overview Upon completing this course, the learner will be able to meet these overall objectives: • Understand the Cisco Unified CCE solution, architecture, solution options, integrated features, and call flow options. • Understand basic principles and configuration requirements for ACD activity in Cisco Unified CM, Cisco Unified CVP, ICM, and how to access and use the Cisco Finesse Agent Desktop. • Understand requirements and configurations to implement IVR activity in Cisco Unified CVP. • Understand and use administrative features and functions of ICM and implement more complex routing to include Precision Routing, routing from Cisco Unified Communications Manager and routing in a ring-no-answer condition. • Understand basic concepts and terms to access, view, modify reports and use other reporting functions provided by Cisco Unified Intelligence Center. Helps prepare learners to administer the Cisco Unified CCE v11.5 solution. Cisco Unified Contact Center Enterprise Overview Lesson 1: Presenting Cisco Unified Contact Center Enterprise Lesson 2: Cisco Unified CCE Core Components Lesson 3: Cisco Unified CCE Options Lesson 4: Basic Call Flow Models Basic ACD Configurations Lesson 1: Configuring Cisco Unified Communications Manager Lesson 2: Configuring Cisco Unified CVP Lesson 3: Configuring Cisco Unified CCE Lesson 4: Using Cisco Finesse Lesson 5: Using Cisco Unified CCE Script Editor Configuring Cisco Unified CVP for IVR Functionality Lesson 1: Basic IVR Configurations Lesson 2: Basic IVR Scripting using CVP Micro-Applications Extended Functions Lesson 1: ICM User Accounts and Feature Control Sets Lesson 2: Using ICM Utilities Lesson 3: Understanding ICM Variables Lesson 4: Precision Routing Lesson 5: Routing Calls from Cisco Unified CM Lesson 6: Ring-No-Answer Routing Cisco Unified CCE Reporting Lesson 1: Introducing Cisco Unified Intelligence Center Lesson 2: Running and Modifying CUIC Reports Lesson 3: Creating CUIC Reports and Dashboards