Basic PartnerPlaybook
Haris Vagenas
Panagiotis Papanastasiou
The functionality that is available to Basic partners is offered through the BSS layer of interworks.cloud. A Basic Partner can thus complete the following activities through interworks.cloud platform:
- Monitor and manage all related business entities (Accounts, Contacts, Orders Subscriptions, Invoices, Payments etc.),
- Have access to advanced billing facilities
- 360˚ view of Accounts activities
- Powerful MIS reporting engine that allows for extensive report customization.
Core Setup & Configuration
Once the new Basic partner has been created, the administrator might wish to prepare some attributes of the environment for the training sessions.
Training Sessions
The Basic Partner will attend the following sessions:
The Administration course focuses on the maintenance of Cloud Platform and the definition of basic settings that are needed to have it properly running. It contains information about user access & visibility rights management, along with knowledge on the setup of system options and literally every entity in the Platform.
For a full list of scope, deliverables and kb material check: Administration & Re-branding
Who Should attend?
The session can be attended from business (Operators, Sales, Marketing, etc.) as well as admin users as it provides insights that range both domains. No IT experience is required. The session is a prerequisite for any further engagement with the Platform
Course Objectives
At the end of the course, attendees should be in the place to:
- understand the interworks.cloud environment and entities.
- define basic environmental settings (e.g. currencies, rates, countries, taxes, etc.)
- import new users and manage functionality data visibility rights
- define new custom fields for BSS entities
- amend existing notifications and create new
- amend the layout of basic templates. I.e. invoices, orders, offers
This training course delivers knowledge on how the automation for O365 + Azure Services works. Through the session the ordering and provisioning life-cycle is explained along with basic error handling..
For a full list of scope, deliverables and kb material check: Office 365 Automation
Who Should attend?
This course is aimed to users that are familiar with the application. Usually, attendees range from business owners and sales
Course Objectives
At the end of the course, attendees should be in the place to:
- Understand the ordering process for Office 365 services (License based / Azure)
- Understand provisioned subscriptions
- Error handling
This training course focuses on delivering specialized knowledge about the billing options that are available within the Platform and the configuration of the billing options to represent the rules set by the customer. It also undertakes to provide expertise as to the complete subscription life-cycle, from the creation of a subscription for services, to the issuance of invoices and the import of payments. Additionally, reports are also presented that display every available information to assist the users.
For a full list of scope, deliverables and kb material check: Ordering & Billing
Who Should attend?
This course is aimed at users that are familiar with the application. Usually, attendees range from business owners, sales, accounting officers to product marketing people.
Course Objectives
At the end of the course, attendees should be in the place to:
- Understand billing settings on customers and services
- Create orders, adding products and discounts
- Create subscriptions & amend subscription billing
- Monitor order & subscription life-cycle
- Monitor invoice generation
- Handle payments and reconciliations
Optional Training Sessions
The Basic Partner can attend additional training sessions that are not part of the basic playbook, and which concern functionality that can be purchased as add-ons.
The Sales Training Session is focused on the front office users of the Organization, giving insights as to the workings of the Sales module of the application. The trainees are walked through every option of the respective screens and are taught to reflect their operational workflows employing the system's advanced capabilities. From identifying Opportunities to following the entire Sales life-cycle, the training contains step-by-step instructions and examples that are drawn from the business environment of the Organization.
High-level topics
- Sales process
- Sales Life-cycle
- Customer Reporting
Who Should attend?
Sales officers, Cloud Platform administrators & users. The courses presuppose familiarity with the application.
Format
Online delivery though online meeting tools like GoToMeeting. Each session is being recorded and the final product is dispatched to the attendees for future reference.
Course Objectives
At the end of the course, attendees should be in the place to:
- Follow the Sales life-cycle from creating a new opportunity to making offers and securing deals
- Take reports on customer engagement and success statistics
The Cases module of the interworks.cloud platform empower the partner to manage support tickets that are submitted by the organisation customers via email. The training session is focused on delivering specialized knowledge about the support options that are available within the Platform and the configuration of the ticketing resolution process.
For a full list of scope, deliverables and kb material check: Customer Support
Who Should attend?
The session can be attended from business as well as admin users depending on the issue it may involve both domains. No IT experience is required.
Course Objectives
At the end of the course, attendees should be in the place to:
- Configure the Cases module to fit Organization requirements
- Monitor and handle incident life-cycle management for incoming incidents (Collaborate with various departments assigning and monitoring tasks)
- Create cases for any issue that demands to be officially recorded and be acted upon by various users