Network administration: Service and support (CompTIA A+) and customer service with CRM
Free of cost
by funding
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Certificates: Certificate "Customer service with CRM"
CompTIA A+" certificate -
Examination: Practical project work with final presentations
CompTIA A+ certification exams 220-1101 and 220-1102 -
Teaching Times: Full-timeMonday to Friday from 8:30 a.m. to 3:35 p.m. (in weeks with public holidays from 8:30 a.m. to 5:10 p.m.)
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Language of Instruction: German
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Duration: 12 Weeks
Customer service with CRM
Basics of Customer Relationship Management (approx. 3 days)
Introduction to Customer Relationship Management
Strategic, analytical, operational CRM
Integrated CRM solutions: ERP system, data warehouse, data mining and OLAP
Data protection basics (approx. 1 day)
Dealing with customer data
Storage and forwarding of customer data
Data protection in the area of marketing/advertising
Artificial intelligence (AI) in the work process
Presentation of specific AI technologies
and possible applications in the professional environment
Acquiring and retaining customers (approx. 4 days)
Analysis of customer needs
Customer satisfaction management
Customer communication
Customer experience (CX)
Psychology of customer relationships
Development and maintenance of customer databases
360 degree customer view
Holistic case management
Dealing with customer data (approx. 4 days)
Managing appointments, contracts and budgets
Customer administration
Workflows between teams
Cleaning up the database
Analytical CRM (target group analysis, customer value analysis, forecasts)
Real-time dashboards
Overview of key performance indicators
Drill-down analysis
Inline data visualization
Evaluation of sales opportunities
Increasing customer profitability (approx. 3 days)
marketing
Targeted feedback
Segmentation tools
Campaign management
Workflows
Lead-to-cash transparency
Real-time sales forecasting
Pipeline reports
Introduction to CRM software (approx. 2 days)
Overview of the CRM system landscape
Presentation and positioning of various CRM systems
Mapping process flows
Project work (approx. 3 days)
To consolidate the content learned
Presentation of the project results
Network Administration: Service and Support (CompTIA A+)
Mobile devices (approx. 3 days)
Laptop hardware and components
Display components
Accessories and connections
Network connection for mobile devices
Artificial intelligence (AI) in the work process
Presentation of specific AI technologies
and possible applications in the professional environment
Networks (approx. 3 days)
Connections, protocols and purposes of Transmission Control Protocol (TCP) and User Datagram Protocol (UDP)
Common network hardware
Protocols for wireless networks
Services provided by network hosts
Simple wired/wireless networks for small offices (Small Office/Home Office, SOHO)
Network configuration concepts (DNS, DHCP, VLAN, VPN)
Internet connection types and network types
Network tools
Hardware (approx. 4 days)
Basic cable types and connector types
RAM types
Memory devices
Main boards, central processing units (CPUs) and additional cards
Suitable power supply
Multifunction devices/printers
Printer consumables
Virtualization and cloud computing (approx. 2 days)
Cloud computing concepts
Customer-side virtualization
Hardware and network troubleshooting (approx. 4 days)
Best practices for problem solving
Problems related to motherboards, RAM, CPU and power supply
Problems with storage devices and RAID arrays
Video, projector and display issues
Common problems with mobile devices
Printer errors
Problems with wired and wireless networks
Project work/case study, certification preparation and certification exam (approx. 4 days)
CompTIA A+ 220-1101
Operating systems (approx. 4 days)
Basic features of different versions of Microsoft Windows
Suitable Microsoft command line tools
Windows 10 functions and tools
Suitable utilities of the Microsoft Windows 10 Control Panel
Suitable Windows settings
Configure Microsoft Windows network on a client/desktop
Application installation and configuration concepts
Common operating system types: Windows, Linux, macOS, Chrome OS, iPadOS, iOS, Android
Operating system installations and upgrades
Functions and tools of macOS/desktop operating systems
Functions and tools of Linux client/desktop operating systems
Safety (approx. 4 days)
Various security measures
Wireless security protocols and authentication methods
Detecting, removing and preventing malware with suitable tools and methods
Social engineering attacks, threats and vulnerabilities
Basic security settings in the Microsoft Windows operating system
Workstation configuration
Protection of mobile and embedded devices
Data destruction and disposal methods
Security settings for wired and wireless networks in small offices
Browser and relevant security settings
Software troubleshooting (approx. 4 days)
Troubleshooting problems with Microsoft Windows operating systems
Troubleshooting errors and security flaws on a PC
Procedures for removing malware
Problems with mobile device operating systems
Problems with the security of mobile devices
Operating systems
Workflows (approx. 3 days)
Documentation and support system information management
Change management
Backup and restore of a workstation
Security procedures
Environmental impact and local environmental controls
Prohibited content/activities and privacy, licensing and policy concepts
Appropriate communication techniques and professionalism
Scripting basics
Remote access technologies
Project work/case study, certification preparation and certification exam (approx. 5 days)
CompTIA A+ 220-1102
Changes are possible. The course content is updated regularly.
You are familiar with the most common hardware and software technologies in companies and have the knowledge required to support complex IT infrastructures. You can assemble components according to customer requirements, install, configure and maintain devices, PCs and software for end users, correctly diagnose, solve and document typical hardware and software problems.
You also have a holistic understanding of CRM. You are able to analyze and optimize customer relationships.
IT beginners who want to acquire good basic knowledge.
With a CompTIA A+ certification, you will obtain a vendor-independent, globally recognized certification that proves your skills as an entry-level IT professional. IT service and support technicians with this knowledge are employed directly by IT service providers as well as in-house by companies in all industries.
You will also gain in-depth knowledge of customer relationship management (CRM). After the course, you will be able to take on responsible tasks in customer service.
Didactic concept
Your lecturers are highly qualified both professionally and didactically and will teach you from the first to the last day (no self-study system).
You will learn in effective small groups. The courses usually consist of 6 to 25 participants. The general lessons are supplemented by numerous practical exercises in all course modules. The practice phase is an important part of the course, as it is during this time that you process what you have just learned and gain confidence and routine in its application. The final section of the course involves a project, a case study or a final exam.
Virtual classroom alfaview®
Lessons take place using modern alfaview® video technology - either from the comfort of your own home or at our premises at Bildungszentrum. The entire course can see each other face-to-face via alfaview®, communicate with each other in lip-sync voice quality and work on joint projects. Of course, you can also see and talk to your connected trainers live at any time and you will be taught by your lecturers in real time for the entire duration of the course. The lessons are not e-learning, but real live face-to-face lessons via video technology.
The courses at alfatraining are funded by Agentur für Arbeit and are certified in accordance with the AZAV approval regulation. When submitting a Bildungsgutscheinor Aktivierungs- und Vermittlungsgutschein, the entire course costs are usually covered by your funding body.
Funding is also possible via Europäischen Sozialfonds (ESF), Deutsche Rentenversicherung (DRV) or regional funding programs. As a regular soldier, you have the option of attending further training courses via Berufsförderungsdienst (BFD). Companies can also have their employees qualified via funding from Agentur für Arbeit (Qualifizierungschancengesetz).