Support Training Plan

KT List

Tasks/ Sub-tasks

schedule & duration

POC

Status 

(Done, Later, In-progress, Pending)


LeadSquared Info
  • Overview of Platform/Architecture (UI connect with backend).
  • Business understanding.
Day - 01
(1 hr)

Lakshman/ Mubeen
Done
Intro on LQ teams
(Team Structure - Hierarchy)

  • Support.
  • Success/ implementation.
  • Sales.
  • Marketing.
  • DevOps.
  • Engineering.
  • QA.
Day - 01
(1 hr)
Mubeen/ Lakshman
Done
Tools & Links
           Skype Groups (to be added)
  • Support Team (Internal)
  • Prashant + Support Team
  • Test +Tech & Team Support
  • Support+Success+Trial
  • Help Docs+Support
Day - 02
(1 hr)
Mubeen/ Lakshman
Done
Getting Started
  • Admin Users
  • Marketing Users
  • Sales Manager & Sales User
http://pages.leadsquared.com/getting-started-guide-for-admin-users
http://pages.leadsquared.com/getting-started-guide-for-marketing-users
http://pages.leadsquared.com/getting-started-guide-for-sales-managers-and-sales-users

  • Sample of 5 support tickets covering this topic.
  • Assignment.
Day - 02
(2 hrs)
Maanas/ Upasana
Done
LQ plan & pricing
Understanding LeadSquared plan and pricing:
  • What are the different plans that LeadSquared offer and what is their pricing ?
  • What all the features that are supported in Basic, Standard and enterprise plan ?
  • What if customer’s usage goes above my subscription plan limit ?
  • What all can be done in free trial account?
    (Understanding Free Trail account & its limitation)
Day - 03
(1 hr)
Adyasha/ Sharmila
Done
Product Knowledge
Docs
Help, Api, Webhooks
Product Updates

1. Web

2. Mobile

3. Reports

Help Docs (customer facing)
Day - 03
(2 hours)
Vir/ Neha/ Upasana
Done
Implementation (hands-on)
  • Overlook 3 Implementations.
  • Attend calls, visit client office along with sales + success.
  • Gets copied to all email conversation with customers (pre-sales).
Day - 03
Mubeen (send email to suhas/ ashish)
In-progress
Lead Management
  • Manage Leads, Activities, Tasks, Lists.
  • Lead Activity Stream.
  • Smart Views/ Planner.
  • UI training & functionality
  • Try out to import leads.
  • Know all the changes in lead management.
  • Sample of 5 support tickets covering this topic.
  • Assignment.

PS - Explore the LQ UI for mentioned topics via trail account.

Day - 04
(2 hrs)
Vishwas/ Lakshman
Done
Settings
Users Types/ Set-Up
Workflow Settings


  • Account Settings.
  • Users & Permission.
  • Customization.
  • Mobile App.
  • Lead Tracking/ Prioritization.
  • Email Settings.
  • API & Webhooks.
  • Rules & Notification.
  • Data Protection Privacy.
Day - 05
(2 hrs)
Vishwas/ Vir/ UpasanaDone
  • Admin Dashboard 
  • Dashlets
  • Reports
1. Dashboard Creation and actions.
2. Dashlet Creation and settings.
3. Workflow process.
4. Types of Standard Reports.
5. Favorite & Saved Reports.

6. Sample of 5 support tickets covering this topic.

7. Assignment.


Day -06
(2 hrs)

Linda/ Adyassa
Done
Intro to Marketing & Content
  • Email Campaigns.
  • Landing Pages.
  • Website widgets.
  • Email Library.
  • Images & Documents.
  • Sample of 5 support tickets covering this topic.
  • Assignment.
Day - 06
(2 hrs)
Maanas/ Sanofar
On-hold
Market Place (Connectors, Integration e.t.c)
APPS ---> Marketplace 
1. Walk over "popular connectors".
2. How to configure for customers, FAQ's.

3. Sample of 5 support tickets covering this topic.

4. Assignment.


Day - 07
(2 hrs)
Sandeep/ Vishwas

Workflow/ Automations
1. How to create Automation.
2. How to choose condition/ action.
3. How to select criteria, UI knowledge.

4. Sample of 5 support tickets covering this topic.

5. Assignment.


Day - 08
(2 hrs)
Vishwas/ Sandeep

APPS
1. LAPPS
2. SMS Template
3. FB Retargeting

https://apidocs.leadsquared.com/getting-started/
1. How to create LAPPS.
2. Lapp Marketplace.
3. Support Tickets
4. Assignment.
Day - 08
(2 hrs)
Sandeep/ Vishwas

Process Training
1. Freshdesk usage.
2. Queue/ Ticket assignment.
3. Password requests/ careful with customers data/ dont modify.
4. Using http://who.leadroot.com/ URL's for fetching Org, User, User List details.
5. Support Documents in Freshdesk.
6. Communication:
- Support Communication Best Practices.
- Best Practices to Manage On Hold Tickets.
7. Process:
- Buddy Schedule.
- Team meetings.
- Weekend On Call.
- Daily Updates - MOM.
- Shift Hand Off Process.
8. Phone Support
- Best Practices for Answering Support Calls.
9. Requesting support access from customers.
Day - 09
(2 hrs)
Mubeen/ Lakshman/ Sanofar

Intercom 
Handling chat support - process & procedure.
Day - 10
(2 hrs)
Sharmila/ Upasana/ Adyassa

Support Process Mgmt
Support KPIs, TAM Model, Shifts (India 6*16, US Support, UAE - Sunday Coverage)
Day - 10
(2 hrs)
Mubeen/ Lakshman/ Sachin