Training Information

Training is encouraged for anyone who will have access to work tickets in TDX.

The training is sequential – agents will need to complete the eLearning courses before Level 1, and watch Level 1 before watching Level 2.

eLearning

Before watching the Level 1 Agent training, be sure you’ve watched the following TeamDynamix (TDX) eLearning courses:

• Using TD Next
• Ticket Anatomy
• Common Ticket Activities
• Explaining the Actions Button in a Ticket

Instructor-led training

Agent (Level 1)

Intended for anyone who will have access to work tickets in TDX.

Prerequisite: (4) TDX eLearning courses listed above

“Super” Agent (Level 2)

Intended for anyone who will work tickets in TDX on a daily, or almost daily, basis.

Prerequisite: Agent (Level 1) training

Change Management – CAB Workflow

Intended for anyone who submits changes to a Change Advisory Board (CAB), as well as CAB members who approve changes.

Prerequisite: Agent (Level 1) training

Reporting and Dashboards

Intended for anyone who will prepare reports (including dashboards) in TDX.

Prerequisite: Agent (Level 1) training