Course code: SMAN300
Participants in this training learn the skills required to implement, use, and maintain the Smart
Analytics module in Service Manager. This training is useful for persons responsible for
supporting and configuring Smart Analytics.
Professional
and certified lecturers
Internationally
recognized certifications
Wide range of technical
and soft skills courses
Great customer
service
Making courses
exactly to measure your needs
Starting date: Upon request
Type: In-person/Virtual
Course duration: 1 day
Language: en/cz
Price without VAT: 965 EUR
| Starting date |
Place |
Type | Course duration |
Language | Price without VAT | ||
|---|---|---|---|---|---|---|---|
| Upon request | In-person/Virtual | 1 day | en/cz | 965 EUR | Register | ||
| G | Guaranteed course | ||||||
Upon successful completion of this course, you should be able to:
• Describe the components and benefits of Smart Analytics
• Explain the benefits of Smart Analytics
• Demonstrate Smart Ticket and Hot Topic Analytics
• List the steps to install Smart Analytics
• Conduct training and testing to fine-tune Smart Ticket
• Conduct data cleansing and tuning, and add stop words and phrases
• Export and import Smart Analytics intelligence
Administrators, Configurers
Module 1: What is Smart
Analytics?
• Describe the components of Smart Analytics
• Explain the benefits of Smart Analytics
• Demonstrate a Smart Ticket from different personas
• Demonstrate Hot Topic Analytics
Module 2: Smart Analytics
Installation, Integration, and Configuration
• Describe Smart Analytics architecture at a high level
• List the steps to install Smart Analytics
• Integrate Smart Analytics with Service Manager 9.4x
• Describe the configuration of Smart Ticket’s category and service fields
• Describe the purpose of training and testing for Smart Tickets
• Know when you need to train and test the Smart Ticket configuration
• Describe Smart Analytics license requirements
Module 3: Tailoring Smart
Analytics
• Extend Hot Topic Analytics to another module
• Add an advanced search filter to a new topic map
• Conduct further configuration of Hot Topic Analytics
Module 4: Improving the
Accuracy and Content of Smart Analytics
• Recognize the functions of data cleansing, stop words, stop phrases, and tuning
• Explain why tuning Smart Tickets improves the accuracy of auto- classification
• Improve tuning results by adding specific interactions that serve to tailor IDOL tuning
• Improve the data set used by IDOL through data cleansing
• Add stop phrases to improve Hot Topic Analytics
• Remove unwanted words from IDOL searching with stop words
• Describe where to get further information for exporting and importing Intelligence
Module 5: Transferring
Smart Analytics Intelligence between Systems
• Describe the high level steps involved with transferring intelligence from a source server to a target server
• Unload Service Manager intelligence data
• Use the Smart Analytics Assistant to back up the index and category data
• Load intelligence data into Service Manager
• Restore intelligence data into Smart Analytics
To be successful in this course, you should have the following prerequisites or knowledge.
• Extensive knowledge of Service Manager
