Service Manager 9.x Advanced (SM350)

Module 1: Introduction to Service Manager

• Use the Database Manager utility to add, modify, and delete records and to load and unload records
• Use the Database Dictionary utility to add fields and keys to tables
• Describe the Service Manager System Language and how it is used
• Use the Unload Script utility to unload data (for example, to migrate to another system)
• Use Data Policy to enforce data integrity at the table level
• Use Forms Designer to add and modify forms
• Describe the functions of the System Definition utility and use the System Definition utility to add fields to an existing form
• Use the RAD Debugger to troubleshoot an application and display the value of variables
• Describe how JavaScript is used by the various Service Manager utilities
• Describe Dynamic View Dependencies
• Use the Global Lists utility to create and maintain dynamic and user-defined lists
• Describe the components of Process Designer
• Use Process Designer to build workflows, configure business rules, create task plans, and implement security
• Use the Format Control utility to implement business rules
• Use the Display Applications utility to modify buttons and drop-down menus
• Use Links to establish relationships between tables
• Create and configure views
• Describe how the To Do queue is populated and how application queues are configured
• Create menus and dashboards
• Describe the components of the Document Engine
• Create and modify wizards
• Describe how the alert and notification engines work
• Describe how to import and export data
• Use activity actions to audit and track changes to specific fields for open, update, and close activities

Module 2: Introducing Service Manager Utilities

• List the foundation knowledge components needed to use the Service Manager utilities
• Describe the base utilities designed to edit records in tables and forms
• Describe the utilities used to configure features of Service Manager, such as configuring notifications

Module 3: Managing Data

• Access the Database Manager utility
• Use Database Manager to manage records in a table (add, updated, delete)
• Use Database Manager to mass update records
• Access the Database Dictionary utility
• Add field names and keys to an existing table
• Add a new table
• Use keys to tune performance
• Identify Service Manager data types and variables
• Identify the role of current file variables in Service Manager applications
• Identify operators that perform selected system operations
• Identify the characteristics of functions and expressions
• Access the Unload Script utility
• Describe the features and uses of the Unload Script utility

Module 4: Introducing Data Policy

• Access the Data Policy option
• Identify data policy rules
• Modify a data policy record to filter data
• Verify data policy changes

Module 5: Using Forms Designer

• Describe the functions of the Forms Designer
• Add fields to an existing form
• Create a new table using the Form wizard
• Collapse sections
• Convert existing tabs to collapsible sections
• Describe the functions of the System Definition utility
• Add fields to an existing form

Module 6: Implementation Tools

• Describe the purpose of the RAD Debugger
• Identify how to display variables
• Set and display values using the RAD Debugger
• List basic JavaScript rules
• Identify which Service Manager utilities use JavaScript
• Identify the main features of the Script Library table
• Describe the JavaScript syntax color codes
• List additional resources for more information

Module 7: Understanding Dynamic View Dependencies

• Identify the condition properties for setting Dynamic View Dependencies (DVD) conditional statements
• Specify the field comparisons, field value matching, and dynamic functions for a property

Module 8: Global Lists

• Create and display global lists
• Access the Global Lists utility
• Configure the Global Lists utility
• Explain how global lists work

Module 9: Overview of Process Designer

• Describe the Process Designer components
• Describe the two different Service Manager 9.4 modes (Classic and Codeless) and which Process Designer modules and components are included with each mode
• Create workflows using the Workflow Designer
• Use the Business Rules Editor to implement business logic
• Use Format Control and Display Application to implement business logic
• Describe the Process Designer Security Model
• Use the Task Planner to create tasks

Module 10: Establishing Links

• Define links
• Describe how links are used
• Distinguish between simple and complex links
• Restrict access to find and fill functions
• Describe the relationship between pop-up hover forms and link records
• Create virtual joins to display data from supporting tables
• Identify the steps to configure a virtual join
• Create a virtual join with a table object

Module 11: Modifying Queues and Views

• Define views
• Create a view using the wizard
• Create a view from a query
• Identify the key components for views
• Describe the features of the application queues
• Describe where the object records define the default queues
• Describe the relationship between the operator record profiles and query groups with the audience views
• Describe how the default To Do queue works
• Describe how the TodoMap populates data in the Todo table
• Modify the TodoMap table
• Modify the default Views for the To Do queue

Module 12: Working with Menus and Dashboards

• Describe the function of the Menu Manager utility
• Modify the menu navigation within System Navigator
• Describe how dashboards works
• Summarize dashboard limitations
• List the underlying components

Module 13: Navigating the Document Engine

• Navigate the Document Engine
• Access the Document Engine
• Describe Objects
• Describe States
• Describe Processes

Module 14: Introducing Wizards

• Describe the features and functions of wizards
• Modify an existing wizard
• Describe how wizards interact with Format Control

Module 15: Understanding Alerts and Notifications

• List the components of the Notification Engine
• Describe how the notifications are invoked
• Set up and modify notifications
• List what variables are used and where they get defined
• Describe how notifications are processed
• Identify which Service Manager modules use alerts
• List the components of the alert engine
• Describe how the alerts are invoked
• Describe how to configure and modify alerts
• Describe how alerts are processed

Module 16: Integrating with the Import/Export Utilities

• Export data from Service Manager
• Import data to Service Manager

Module 17: Application Auditing (Activity Actions)

• Identify the types of auditing used in Service Manager
• Identify application and system fields used for auditing
• Identify alternative auditing applications
• Define an activity action

Module 18: Tips and Tricks

• Find the login connection history
• Clear the command history
• Search for and add commands
• Access useful RAD routines