Education Services LAGAN Upgrade Training Brochure

Education Services LAGAN Upgrade Training Brochure

Contents About LAGAN Upgrade Training... 1 LAGAN Upgrade Path: V7 to V15.1... 2 LAGAN Upgrade Path: V8 to V15.1... 3 LAGAN Upgrade Path: V13R1 to V15.1... 4 LAGAN BI Upgrade Path: V6/7 to V8+... 5 Unauthorized use, duplication, or modification of this document in whole or in part without the written consent of Verint Systems Inc. is strictly prohibited. By providing this document, Verint Systems Inc. is not making any representations regarding the correctness or completeness of its contents and reserves the right to alter this document at any time without notice. Features listed in this document are subject to change. Please contact Verint for current product features and specifications. All marks referenced herein with the or TM symbol are registered trademarks or trademarks of Verint Systems Inc. or its subsidiaries. All rights reserved. All other marks are trademarks of their respective owners. 2014 Verint Systems Inc. All rights reserved worldwide. 5

About LAGAN Upgrade Training This document details the recommended training when upgrading your LAGAN Enterprise system. An upgrade will typically result in software changes and improvements as well as possible new applications and features. KANA Education Services aim to ensure that your team is aware of and fully trained in the use of this new functionality. This brochure covers the recommended training for the following upgrade paths: V7 to V15.1 V8 to V15.1 V13R1 to V15.1 LAGAN BI on MS SQL Server 2005 to LAGAN BI on MS SQL Server 2008 You can contact KANA Education Services by email training_request@verint.com should you need to discuss your training requirements for your LAGAN upgrade. Terminology The product and its client applications were renamed from Version 8; please reference the table below for the new names. Version 6 Version 7 Version 8+ Lagan Frontline (UK) / Frontlink (US) Frontline / Frontlink Customer Service Portal (CSP) Frontline / Frontlink Service Request Portal Lagan Enterprise Case Management Lagan ECM Workstation Lagan Virtual Office LAGAN Enterprise LAGAN Agent Desktop LAGAN Desktop Light Frontline Admin Tool Lagan Configuration Studio LAGAN Configuration Studio Page 1

LAGAN Upgrade Path: V7 to V15.1 The table below lists the courses recommended when upgrading from LAGAN Version 7 to LAGAN Version 15.1; please refer to the LAGAN Training Brochure for detailed descriptions of these courses as well as their audiences, content and prerequisites. Note: The courses highlighted in gray are those that cover core product functionality; all other courses are optional and are dependent upon the software options you have purchased from KANA. LAGAN New Product Features v7-v15.1 Administration Authoring LAGAN Security LAGAN BI LAGAN BI Analyzer LAGAN Event Publisher LAGAN Configuring Case Routing Rules LAGAN Web Self Service LAGAN Employee Mobile Explores the core product features introduced in LAGAN Version 15.1. It covers changes and new features within the LAGAN Agent Desktop, Desktop Light, Business Configuration and Maintenance and Support courses. Provides delegates with the skills and knowledge to design and build a knowledge management solution. In this course delegates will learn how to author, review and publish knowledge solutions. It will also examine the Knowledge Search screen accessed by end-users. This course examines the LAGAN s new security architecture and features. Specifically you ll learn how to implement Access Control List s (ACLs) as well as restrict access to specific classifications, interaction types, eform fields, and portlet fields. Only required if upgrading from LAGAN BI version 7 on Microsoft SQL Server 2005 to LAGAN BI version 8 on Microsoft SQL Server 2008. Please refer to the section LAGAN BI Upgrade of this document for further details. The course introduces the LAGAN BI Analyzer tool and how it can be used to analyze the performance of the system Introduces LAGAN s new integration solution in 13R1, that of Event Publisher. Delegates will learn how to configure it to configure it to output specific case data. This course illustrates how to use an instance of the Integration Web Application (IWA) to manage the routing of cases from one case queue to another based on a set of rules. Enables you to deploy your LAGAN Business Processes to customers via the web. This course explores the functionality available when using LAGAN WSS, and gives trainees the skills required to create and maintain a LAGAN Web Self Service website. Introduces the new LAGAN Employee Mobile. Delegates will learn how to use it as well as how to configure the application. 6 Hours (elearning) Page 2

LAGAN Upgrade Path: V8 to V15.1 The table below lists the courses recommended when upgrading from LAGAN Version 8 to LAGAN Version 15.1; please refer to the LAGAN Training Brochure for detailed descriptions of these courses as well as their audiences, content and prerequisites. Note: The courses highlighted in gray are those that cover core product functionality; all other courses are optional and are dependent upon the software options you have purchased from KANA. LAGAN New Product Features v8 15.1 Administration Authoring LAGAN Event Publisher LAGAN Configuring Case Routing Rules LAGAN Web Self Service LAGAN Employee Mobile Explores the core product features introduced in LAGAN Version 15.1. It covers changes and new features within the LAGAN Agent Desktop, Desktop Light, Business Configuration and Maintenance and Support courses. Provides delegates with the skills and knowledge to design and build a knowledge management solution. In this course delegates will learn how to author, review and publish knowledge solutions. It will also examine the Knowledge Search screen accessed by end-users. Introduces LAGAN s new integration solution in 13R1, that of Event Publisher. Delegates will learn how to configure it to configure it to output specific case data. This course illustrates how to use an instance of the Integration Web Application (IWA) to manage the routing of cases from one case queue to another based on a set of rules. Enables you to deploy your LAGAN Business Processes to customers via the web. This course explores the functionality available when using LAGAN WSS, and gives trainees the skills required to create and maintain a LAGAN Web Self Service website. Introduces the new LAGAN Employee Mobile. Delegates will learn how to use it as well as how to configure the application. 0.5 Days 6 Hours (elearning) Page 3

LAGAN Upgrade Path: V13R1 to V15.1 The table below lists the courses recommended when upgrading from LAGAN Version 13R1 to LAGAN Version 15.1; please refer to the LAGAN Training Brochure for detailed descriptions of these courses as well as their audiences, content and prerequisites. Note: The courses highlighted in gray are those that cover core product functionality; all other courses are optional and are dependent upon the software options you have purchased from KANA. LAGAN New Product Features v13r1/2-v15.1 LAGAN Web Self Service LAGAN Employee Mobile Explores the core product features introduced in LAGAN Version 15.1. It covers changes and new features within the LAGAN Agent Desktop & Desktop Light. Enables you to deploy your LAGAN Business Processes to customers via the web. This course explores the functionality available when using LAGAN WSS, and gives trainees the skills required to create and maintain a LAGAN Web Self Service website. Introduces the new LAGAN Employee Mobile. Delegates will learn how to use it as well as how to configure the application. 6 Hours (elearning) Page 4

LAGAN BI Upgrade Path: V6/7 to V8+ The following training is recommended if your organization is upgrading from LAGAN BI V6 or V7 on Microsoft SQL Server 2005 to LAGAN BI V8+ on Microsoft SQL Server 2008. LAGAN BI I: Fundamentals of Report Design LAGAN BI II: Advanced Reporting The following topics will be covered: Introducing the Report Manager Starting and Navigating the Report Builder Creating Tabular, Matrix and Chart Reports Applying Filters Grouping and Sorting Data Creating Reports with Parameters The following topics will be covered: Reporting on eform or Form Data Navigating the Report Designer Building Tabular, Matrix and Chart Reports Using Expressions and Grouping Data Parameters 0.5 Days 0.5 Days Page 5