SMAX Tenant Administration (3-7416)

Chapter 1: Course Overview

• Explain the daily classroom schedule and structure.
• Review the overall course objectives.

Chapter 2: Service Portal Display Administration

• Describe the purpose and capabilities of the Service Portal
• Customize the look and feel of the portal using the Theme Settings interface
• Preview and manage themes using the Theme Settings interface
• Create a custom theme
• Design header
• Select a background image
• Design the category tiles
• Enable custom theme
• View the newly designed Service Portal
• Review the Theme Settings user interface items
• Apply branding guidelines for the theme settings color picker
• Create, preview, and manage themes:
• Configure headers, logos, colors, action ribbons, and backgrounds
• Define global and section-specific visual elements
• Design and organize Category Tiles and control their appearance
• Set up entitlement rules to manage theme visibility by user groups, location, or roles
• Embed custom widgets using:
• Static HTML
• Web Components with iframe or Shadow DOM encapsulation

Chapter 3: Service Portal Configuration Settings

• Explain the structure and purpose of the Service Portal feature selection settings
• Configure default self-service behaviors, such as:
• Portal loading behavior
• Ribbon promotions
• Show the portal profile page on first login
• Approval options via email
• Define how requests are created when no matching search or virtual agent result is found (using MANDATORY, OPTIONAL, SKIP, IGNORE modes)
• Enable or disable:
• Session timeout alerts
• Sidebars
• Featured tabs
• Smart suggestions and filters
• Configure and use customized tabs to display filtered request data for specific roles
• Embed JavaScript actions within the Service Portal (e.g., sidebar links triggering actions)
• Customize date and time formats per language for portal and agent interface consistency
• Create and manage custom action buttons to progress request workflows
• Set up Ask Friends / Help Friends Q&A visibility, posting rights, and expert matching
• Control asset and subscription visibility based on user roles and hierarchy
• Enable request editing by users in Service Portal using business rules

Chapter 4: Application Global Settings

• Describe and configure Application Settings for general behavior, security, notifications, and integrations
• Differentiate access and visibility through settings for entity links/associations
• Enable and customize the Notification History module to monitor and troubleshoot email notifications
• Enable and tailor the Experience Mode to define module visibility based on assigned licenses
• Set up and schedule data purging (soft deletion) for closed records by type and timeframe
• Access and interpret User Management Reports (UMR) for users, roles, groups, and license consumption
• Enable and configure Expert Recommendation for request handling based on skills and Hot Topics
• Use Global Search configuration to manage index fields, searchable entities, and reindexing strategies
• Configure and extend the Agent Inbox to support consolidated work views across record types
• Customize and deploy Mobile App Settings for both self-service and agent functionality

Chapter 5: Intelligent Automation - Smart Virtual Agent

• Explain the role of Artificial Intelligence, Machine Learning, and Natural Language Processing (NLP) in IT support automation
• Describe the core features, architecture, and components of the Smart Virtual Agent
• Enable and configure the Smart Virtual Agent using application and AI settings
• Implement intents through:
• Automatic Learning (Entity Link Action Mode)
• Manual Configuration (Entity Link and Conversation Action Modes)
• Define and manage User Options to extract parameters from user input during chat
• Configure conversation flows using JSON scripts to support dynamic data capture.
• Apply best practices for intent naming, training sentence design, and parameter mapping
• Train, export, and import intent models across tenants
• Enable and manage multi-language support for intents and virtual agent messaging

Chapter 6: Intelligent Automation – Smart Analytics and Routing Definitions

• Describe the role of Smart Analytics in automating ticket categorization and improving support operations
• Submit Smart Tickets from the Service Portal or by email with text and image-based input
• Explain how OCR (Optical Character Recognition) supports image-based ticketing
• Create, configure, train, and test Smart Ticket tasks using historic request data
• Use Smart Search to enhance self-service and agent problem resolution.
• Configure Smart Search Settings to control result relevance and user experience
• Implement Intelligent Suggestions to auto-populate fields like Assignee, Offering, Service, and Category based on historical data and business rules
• Define and apply Routing Definitions to automate record assignments
• Build multi-lane routing logic using Organizations, Locations, and Actual Services
• Apply routing definitions using Set Field and Define Suggested Values business rules
• Use Expression Language to dynamically reference related fields for routing logic
• Troubleshoot and maintain routing configurations, ensuring accurate group assignments

Chapter 7: Master Data Management

• Describe briefly the core data concept of Service Management
• Explain the People to be included in the Service Management Implementation
• Differentiate between Users and Contacts
• Describe the various methods to create users and contacts
• Explain the user authentication methods
• Manage the People
• View users and contacts
• Add, edit, delete, and sync users in Suite Administration
• Manage users in the tenant
• Unlock users
• Reset password
• Change person type
• Create users or contacts
• People and Groups
• Describe User-based license assignment and consumption
• Administer Groups:
• Functional vs Organizational Groups
• Create a group
• Groups and People
• Groups and Roles
• Group assignment strategy
• Manage Roles and their importance in aligning responsibilities with system access and process action
• Out of the box roles
• Create a role
• Role permissions
• Assign roles
• Configure and maintain Locations
• Define and structure Category hierarchies
• View the Dashboard definitions
• Define a default dashboard via the Person record or user preferences
• Distinguish between Public, Group, and Private dashboards
• Describe the role permission dependencies for viewing and editing dashboards
• Apply and manage record-level access controls for dashboards
• Create and manage Dashboard Definitions
• Add, remove, rearrange, and configure reports on a dashboard
• Manage the Dashboard Definition lifecycle
• Set a system-wide default dashboard

Chapter 8: Data Security Management

• Create and apply Entitlement Rules to control visibility of record types in the Service Portal
• Configure and apply Encryption Domains to protect sensitive record fields.
• Enable and set up Strong Identity Validation for approval workflows using passcode and one-time authorization
• Define and manage Data Domains to restrict access to specific records in the agent interface

Chapter 9: Administration Utilities

• Use the Multi-Tenant Console for shared service providers.
• Explain the Dev2Prod functionality
• Describe Data collection in Service management