Dialogue Support, Fulfillment, and Training Guide

[for internal use only]

February, 2011
The purpose of this guide is to provide information about Dialogue pre-sale,
fulfillment, post-sale, and product technical support.
Please direct any questions about the information contained in this guide to Hank
Riehl.
Pre-Sale Support

Dialogue Design Demonstrations

Resource
PSG

Details
PSG offers scheduled sessions on
a weekly basis through their
training site:
http://psg2.skilldialogue.com.
Sessions are for potential
Dialogue Design customers and
provide a high level overview of
the features and functionality of
the product and allow attendees
to pose questions in a live
environment
Note: If you need a
demonstration outside of the
published schedule, contact Tyle
McGrath.
Note: Recorded Sessions will be
available in the future.

Dialogue-trained
LCs

Each region has one or more

designated LCs trained to
perform a basic Dialogue
demonstration.
Dialogue-trained LCs are
available as-needed to
compliment the sessions
available through PSG.
Youre encouraged to first pursue
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a PSG option before engaging an

LC.
Continued on next page

Dialogue Support, Fulfillment, and Training Guide, Contd.

Pre-Sale Support,
contd.

Dialogue Design Demonstrations, contd.

Dialogue-trained
LCs, contd.

LCs have the discretion to direct

customers or RAEs to the PSG
sessions.
To engage an LC, contact the LCM
for your region.

Fulfillment
Process

1. Forward copy of contract to:

a. LC, if existing customer
b. LCM, if new customer
2. LC fills out PSG form (PSG form collects all required info)
3. PSG completes Dialogue ICW
4. PSG creates CQ ticket
5. Hosting builds site
6. PSG releases site to LC
* Continued on next page

Dialogue Support, Fulfillment, and Training Guide, Contd.

Post-Sale Training

Dialogue Design / Live Training

Resource
PSG

Details
PSG offers a scheduled
session on a weekly basis
through their training site:
http://psg2.skilldialogue.com.
These sessions are for current
Dialogue Design / Live
customers.
Each session will run
approximately 60 minutes in
length and will be scheduled
weekly.
All sessions will be available
for registration through
the Client Community (as
they have in the past) and
also by going directly to
the PSG Dialogue site.
Note: If you need a session
outside of the published
schedule, contact Tyle
McGrath.
Note: Recorded Sessions will
be available in the future.

Dialogue Support, Fulfillment, and Training Guide, Contd.

Product Technical
Support

Owing to the generally complex nature of inquiries related to

this niche product offering, support is typically best handled in a
live format. As a result, Dialogue issues or questions should
primarily be funneled through the following contact means
available on Dialogue Live sites (Support Link); which support
routing to highly trained individuals in the SkillSoft Customer
Service center.
Chat: http://support.skillsoft.com/livehelpdialogue/
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Phones - U.S. and Canada - 1-877-778-7575

Elsewhere in the Americas - 1-506-462-1422

Europe/Middle East/Africa
France, dial toll free 00-800-76-27-84-35
United Kingdom, dial toll free 0-800-973-184
Ireland, dial direct 01-283-0380
Elsewhere, to call Ireland, dial direct + 353-1-283-0380
Asia Pacific
Australia, dial toll free 1 300 728 377
New Zealand, dial toll free 0 800 738 324
Singapore dial toll free 800 181 1031
Elsewhere, to call Australia, dial direct +61-2-9941-6364