SM350 – Service Manager Advanced

Target group

Administrators, developers, and managers who are responsible for configuring and tailoring Service Manager.

Course structure

Upon successful 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