Title: Crystal Reports For HEAT Training - 2 Day Class
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Course: #300

Course Description
This course is designed to empower HEAT Administrators to take their help desk to the next level. This two-day class will provide an understanding of the HEAT database structure and provide the training necessary to build reports and perform unique HEAT functions with Crystal Reports.

What Will Be Covered

• Relational database concepts and Crystal Reports basics

• Crystal Reports with HEAT, including HEAT screens and it's related tables, fields and relationships

• Report design, creation, and presentation

• Creating custom reports, including adding databases, fields, record selection criteria, groups and summaries

• Advanced custom report concepts including formulas, adding parameters, conditional formatting, and performing unique HEAT functions

• Using Charts and Report Experts

• Modifying Answer Wizard Reports

• Running reports through Call Logging

• Troubleshooting common issues.

What You Will Get

• One Training/Reference Manual

Who Should Attend

• HEAT Administrators
• Help Desk and Call Center Managers of companies using HEAT Service & Support

Prerequisite

• Basic familiarity with HEAT software (knowledge of basic HEAT Administration  functions including Edit Sets or SMA's 2-day HEAT Administration class is recommended prior to attending this Crystal Reports Class.)

What You Should Bring

• It is recommended that you bring your own laptop computer with a CD/USB drive so that you may take your work back to your company.  If you do not have a laptop available, special arrangements can be made.  Please contact SMA.
• It is also recommended that you bring a mouse to use with your laptop.

Class Schedule