CRM Training

Time

Activity

8:30 – 9:00am

Orientation: Coffee and registration

9:00 – 10:30am

Lecture: What is knowledge management?

Lecture: What is a knowledge base?

Lecture: How to create a good knowledge article.

10:30 – 10:45am

Break

10:45 – 12:00pm

Exercise: Installing TRACKWeb KMS

Lecture: Setting up and managing TRACKWeb KMS

Exercise: Setting up global settings

Exercise: Adding a new TRACKWeb KMS user

Exercise: Adding noise words

Exercise: Creating interests, categories, and topics

Exercise: Managing knowledge groups

Exercise: Setting up user groups

Exercise: Managing workflow

12:00 – 1:00pm

Lunch

1:00 – 2:30pm

Lecture: Building and managing knowledge documents

Exercise: Building knowledge documents

Exercise: Adding keywords to knowledge documents

Exercise: Adding solutions to knowledge documents

Exercise: Adding page elements to knowledge documents

Exercise: Adding graphics to knowledge documents

Lecture: Using HTML in TRACKWeb KMS

Exercise: Authoring HTML and creating hyperlinks

2:30 – 2:45pm

Break

2:45 – 4:00pm

Lecture: Importing knowledge articles in TRACKWeb KMS

Exercise: Creating a DSN

Exercise: Importing knowledge articles

Lecture: TRACKWeb KMS Reports

Exercise: Running reports in TRACKWeb KMS

Wrap up

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