Service Manager Advanced Training

On completion of this course, you should be able to:

• 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