Customer-specific training: setting it up

Summary PaT gives staff extra training for the customers they work on. You create a customer-specific module in Module Admin, with the module type Customer/Other and the customer as the company, and assign it to a role. Then you connect each staff member to the customer, either from the customer's list in Module Admin or from Company Assignments in Manage users. PaT then adds that customer's modules for their job title to their training. You need to be in the SOPPaC user group to do this.

Steps

Step 1

In addition to standard role-based training, some employees work directly with customers who need special treatment. These employees need customer-specific training modules, to make sure they are aligned with the customer's requirements. Note: you need to belong to the SOPPaC user group to access this function. SOPPaC stands for Standard Operating Procedures, Policies and Concepts. It is a special user group assigned to the staff in PaT who are responsible for building, developing and maintaining the LMS.

Step 2

For example, a staff member works on a customer's account. They already have a module that teaches them a standard task, but this customer requires additional steps for it. Because of this, the staff member needs specific training for handling that customer's processes.

Creating the customer's module

Step 3

To make this happen, first create a customer-specific training module for the customer.

Step 4

Open the tile view: click the toggle switch in the row of icons at the top right of the screen, between the gauge and the headset. In the list of sections below the tiles, click Learning Management System (LMS) to expand it. Its row of tiles appears under it.

Step 5

Click the Module Admin tile, the fourth tile in the row, with the cogs. The list of modules opens below the tiles.

Step 6

Click the + at the top right of the module list, at the right end of the column headings. The Module Creator Wizard opens.

Step 7

Work through the wizard's four steps: - In Step 1: Select a Module Type, choose Customer/Other. - In Step 2, choose the Process Owner: the department the process belongs to. - In Step 3, choose the company: the customer. If the customer isn't listed, add it with the + at the bottom of the list. - In Step 4, choose the process category. Type the module's name in the box under Step 4, then click Open Module Publisher, below it.

Step 8

The Module Publisher opens. Assign the module to a role: in the second row of the header, under the module's name, choose the role of the staff who need this training in the role drop-down list, to the right of the department list.

Connecting staff to the customer

Step 9

Next, manually connect each employee to the customers they work on. There are two ways to do this.

Step 10

The first way starts from the tile view: click the toggle switch in the row of icons at the top right of the screen, between the gauge and the headset.

Step 11

Click Learning Management System (LMS) to expand it.

Step 12

Click the Module Admin tile. The list of modules opens.

Step 13

In the Module Type list, at the top left, click Customer/Other. The module list changes to the Customer/Other modules.

Step 14

Click the cogs icon at the right end of the Customer/Other row, just left of the printer icon. A panel opens with three columns: company, people and linked modules.

Step 15

In the company column, on the left of the panel, find the customer you want to connect the staff member to. You can scroll down the list of customers.

Step 16

Click the customer's name.

Step 17

The customer's modules are listed in the linked modules column, on the right of the panel.

Step 18

The people column, in the middle, lists the staff members who are connected to the customer's modules. If there are none yet, it reads No linked users for this Company. To add a staff member, click the + at the top right of the people column.

Step 19

The staff member now appears in the people column. They are connected to the customer, and will receive the modules specific to them, based on their job title.

Step 20

A recommended best practice is to set up a recurring task to review the list of staff linked to the customer's modules. This keeps the list current and makes sure staff are properly trained on the correct procedures. The Recurring tasks: create and edit module covers setting one up.

Step 21

The second way to connect a staff member to a customer starts in the tile view too: click System Administration, at the bottom of the list of sections, to expand it.

Step 22

Click the Manage users tile, the last in the row. The list of users opens below the tiles, with search boxes at the top.

Step 23

Type the staff member's first name in the First Name box, at the top left, and press Enter. Their user information appears below.

Step 24

Click the + at the left end of their row. A set of tabs opens under the row.

Step 25

Click Company Assignments, the first tab.

Step 26

Select the customer from the Company ID drop-down list of company names.

What the employee receives

Step 27

PaT then automatically detects any relevant training modules attached to that customer account, based on the employee's job title.

Step 28

These modules are then added to the employee's total LMS training journey. The employee now receives all the standard training they need to do their job, plus any customer-specific training for their job title, for each customer they have been assigned to. Employees see these modules when they log in, and complete them just like their standard training. To the employee it is simply another module they need to study and pass as part of their overall learning path.

Step 29

This is how PaT makes sure the right training reaches the right people: employees receive standard training for their roles, and customer-specific modules when they manage a client. This system ensures efficient, transparent and structured learning management across the entire organisation.