Helix Training Catalog

Plan a personalized training experience

Chose from some of our past offerings or work with us to customize a course tailored to your unique needs.

Administrator Fundamentals

Using your own test site, we will provide contextual training for your administrator. Upon completion of this course, your Service Cloud Administrator should have the ability to set up and maintain your customer contacts and organizations as well as created associated incidents. Additionally, the Administrator will be able to set up custom menus and custom fields to provide company-specific selections. Automated processes such as incident routing will be addressed as well as setting up Service Level Agreements (SLA’s). Topics will also include staff management configuration allowing your administrator to create and maintain your internal user base using navigation sets, workspaces, and profile management.

Administrator Plus

Using your own test site, we will provide contextual training for your administrator. Upon completion of this course, your Service Cloud Administrator should have the ability to create and design custom workspaces, create agent scripts and workflows to guide agents in interacting with your customers. Administrators will learn how to tailor communications with the customer and agents by using Message Templates and Message Bases. Additionally, your administrator will have the ability to provide more advanced setup and configuration functions through the use of Custom Business Objects to track details not included in a core configuration.

Administrator Chat & CoBrowse

Using your own test site, we will provide contextual training for your administrator. Upon completion of this course your Service Cloud Administrator should have the ability to set up and maintain Overview of Agent Chat Experience.

Analytics Fundamentals

Upon completion of this course your Service Cloud Administrator should have the ability to run any report from the vast library of out-of-box reports, and search for specific reports by topic or keyword. Your administrator will be able to utilize the data dictionary to interpret existing fields, set permissions for users to access reports, as well as schedule reports for automatic delivery. Additionally, your Administrator will learn how to create basic custom reports from scratch or from existing reports.

Advanced Analytics

Upon completion of this course your Service Cloud Administrator should have the ability to create detailed custom reports including search filters, graphs, functions, variables, and drilldown reports for expanded data views. Additionally, your Administrator will have the ability to design custom dashboards, combining critical and common reports in a single view.

Knowledgebase Foundation

RightNow CX KB training is for administrators and KB managers who want to understand how KB articles are created, reviewed, and updated following industry best practices. Upon completion of this course you will be able to create and publish answers, manage proposed answers from agents and other staff members using the RightNow tool, set up a review process to maintain content.

Knowledgebase Advanced

RightNow CX advanced KB training is for administrators and KB managers. This course will provide an overview of answer management. Identifying the workflow options from agents proposing answers, publishing answers, reviewing answers, through the retirement or archiving of answers. This course will also include training on the following: Answer Statuses – Standard and Custom, Answer Access Levels – Standard and Custom, Using Service Level Agreements, Using Conditional Sections, Products/Categories, Interface Visibility, Setting Review On/Publish On Dates, Answer Relationships, Answer/Incident Stopwords, Search Priority Words, and Knowledge Base Out-of-box Analytics.

Agent Training Incident Management

This course is designed for support agents. Using your own test site(s), agents will learn how to navigate the agent console, access, view, and modify incidents. Learn how to receive customer issues through the variety of channels your organization supports, view and manage customer information and incidents in agent console, work with configured automation tools that are meant to increase agent productivity.

Agent Training Chat

This course is designed for support agents using Chat and CoBrowse. Using your own test site(s), agents will learn how to navigate the agent console and initiate and manage chat sessions.

Service Cloud Essentials

This course is designed for professionals who directly or indirectly manage teams who will be using Oracle CX. You will be able to advise your Service Cloud Administrator on how to set up Service Cloud to best meet your team’s needs, establish productivity tools using recommended practices to make your team more efficient and accurate, CX Knowledge, and CX Chat to share knowledge and resources among agents and customers. In addition, an overview of reports and dashboards will be provided to gain insight into how you may your team’s performance

Train the Trainer

Helix will provide education services designed to prepare the Client’s trainers to deliver Agent training. During this course, your training team will work with our experience Helix trainers to: Develop a training strategy. Provide coaching and assistance with curriculum requirements and development of materials, including student assessments and quick reference guides. Create a training rollout plan to include key milestones, resources, and identify roles and responsibilities. Provide coaching for trainers/facilitators during teachback session(s).

CP for NonDevelopers

The Customer Portal for Non-Developers training will provide Oracle Service Cloud administrators the skills and knowledge they will need to perform basic updates to themes, templates, and widgets.  Technical Knowledge of HTML or PHP is not required, as attendees will learn the basics of these languages to perform these updates.  This training will allow administrators to make changes to the Customer Portal pages when an application engineer is not available.

Need a Custom Training Solution?

Tell us below. We’re happy to provide a Custom Contextual course for your specific needs. Fill out the web form below and indicate “Custom Contextual” and tell us a little about your needs. We’ll follow-up and discuss the best options to get you and your team the training you want.

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Administrator FundamentalsAdministrator PlusAdministrator Chat & CoBrowseAnalytics FundamentalsAdvanced AnalyticsKnowledgebase FoundationKnowledgebase AdvancedCP for NonDevelopersAgent Training Incident ManagementAgent Training ChatTrain the TrainerService Cloud EssentialsCustom Training Option
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