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Overview: SmartComplaints Boot Camp
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Nov 21, 2005, 16:56

Course Description

This segment of SmartComplaints™ immersion training will engage participants in the exploration of a variety of features which are available in the SmartComplaints™ product.  This Boot Camp covers general product overview as well as going deeper into the project phases and implementation planning. On the technical side, the class will look at how the product can be configured for customer tailored CAPA business models (simple, known, and new problem resolution models). 

Learning Outcomes

After completing the Boot Camp, SmartComplaints™ Boot Camp participants will be able to:

• Comprehend overall SmartComplaints™ functionality as an end-user and super user
• Comprehend overall SmartComplaints™ SmartSolve® and 3rd party integration functionality 
• Compile various real life Customer Complaint scenarios based on specific customer requirements 
• Apply, configure, and execute real life Complaint processes within the SmartComplaints™ system
• Analyze and maintain the SmartComplaints™ system as a System Administrator
   

Course Length 

3 days (for Agenda, please contact bootcamp@pilgrimsoftware.com)  

Target Audience

IT Project Members, Complaint Project Managers, Trainers, Customer/Pilgrim/Pilgrim Partner Implementation Team Members 

Prerequisites

None 

Method of Evaluating Performance

Pilgrim Customers are not required to take the evaluation exam unless they wish to become certified Subject Matter Experts (SME) on the SmartComplaints™ product. Pilgrim Certified Partners must take the evaluation exam in order to become a SmartComplaints™ SME. The exam is typically taken three weeks after the Boot Camp is completed.

Multiple Choice Exam
The multiple choice exam (worth 100 points) is used to evaluate general product knowledge and focuses on the key functionality associated with Setup, Complaint Exceptions, and Issues.  

Practical Exam
The practical exam (worth 100 points)is used to evaluate knowledge based on best business practices involving the Complaint process and other common complaint solving methodologies adopted by different industries. The exam uses general customer scenarios in which the trainee will need to evaluate customer requirements; then configure the SmartComplaints™ system based on those requirements.