| Support Category: Course Information Inquiry | Availability |
| Specialist Notes: |
Once you've verified that a user needs training for a specific topic, you must assist with searching for wt's available. The main goal is to help with suggestions based on the information provided by the user.
TIPS TO HELP WITH SEARCHING
Use the following tips to assist when searching for suggestions:
1. Use keywords to search; taken from what's provided by the user. Ensure to take notes of the keywords, if you end up creating a ticket it must be included.
2. Request for clarification, if needed. You may use the following questions to clarify or gather additional information to assist you when searching.
CLARIFICATION NEEDED | QUESTIONS TO ASK |
| Some users may not provide the exact name of a product or use abbreviations. | Would you be able to provide the exact name of the product? |
| Some users may state they have already reviewed some resources. | Would you be able to provide the names and links to the training? |
| Users may want training based on a role or job title; verify the name of their role/job title. | Are you looking for role base training? If so, can you provide a role/job title? |
| Identify if they are looking for a specific training or a series of trainings. | Would you be referring to a specific training or an eLearning plan? |
| If a user is looking for training for a software, you may need to verify what version they are using. | What version of [ENTER SOFTWARE NAME] are you using? |
3. Use your discretion when it comes to time; the duration of e-Learnings may be too long to sift through. Instead, use what's listed within the course description to determine if it’s relevant.
4. Check what's available under the Specific Training folder.
5. Use the following catalogs to locate resources about a specific topic: Product Based Learning Plans, Role Based Learning Plans and New Catalogs.
6. While there may not be training on a specific topic, there may be documentation on myOmnicell – see Step 1 | Documentation. You may offer these as suggestions too.
After searching, please proceed with your next step base on your findings:
ACTION | NEXT STEP |
| If you found viable suggestions, share them. | Step 3A | Share Your Suggestions |
| If you could not find any suggestions. | Step 3B | Create a Ticket |
| Standard Response: |