CMS Training

Hi there! 

 

 

Phone Numbers & Websites

Phone Numbers

Here are some important numbers to know:

IT helpdesk #: 407.322.3171 

& From a Polycom phone it is: 708.3171

CMS Phone #: 407.722.3368

CMS Remote Phone # - 407.408.6559

Polaris Account Help #: 855.535.4400

Maxis Support #: 321.214.2222

Other Phone Numbers can be found in the CMS Remote iPhone

Salesforce

Salesforce

  • Log in to Salesforce
  • https://hgv.my.salesforce.com/
  • Username & Password same as windows
  • Hit the Cases tab
  • In the view dropdown box, it should say CMS Support Cases
  • Hit Go!
  • To view your own cases: hit the dropdown box and select my cases, hit go.

CMS Sharepoint

Polaris

Polaris

DNC List

DNC List

DNM List

DNM List

The Hub

The Hub

  • The website is:  http://directmarketingapps/Hub/
  • Only use Internet Explorer to access the Hub. Other browsers will not show all of the menu options.
  • You can manage callbacks and approvers here. You can also use this to find the supervisor approved Hilton Honors points that need to be added.

Service Now

Service Now

Creating Tickets with the IT Help Desk


Reports

Reports

Confirmation Email

Confirmation Email

A package Kick request ticket comes in. Which software do you need to resolve this ticket?

  • SQL
  • Voice
  • Polaris
  • Salesforce

Software

Software Overview

Voice

Interaction Desktop


Skype for Business/ Lync 


Outlook 


ICBM (CMS)


ICBM (Manual)


Interaction Administrator (CMS) 


Interaction Administrator (Manual) 



Voice

The LearnLinq Library is where you design and save all your courses before releasing them to your employees. 

LearnLinq teaching methods

  • Blended learning paths
  • Practical training sessions
  • Weblinks to videos and documents
  • SCORM (e-learning courses)
  • Sign-off with a supervisor 
  • LTI (SCORM Cloud) 

Drag and drop the terms to their correct location in the picture

  • Navigation
  • Dashboard
  • Chat
  • My account

Activations

Building Activations Agents in IA

Call Transfer

Which answer best describes the purpose of the LearnLinq Smart Dashboard?

  • It gives you a real-time overview of the progress, results and skills within your team.
  • It is the first step to creating a learning path.

Concierge

What does the LearnLinq Attendance List do?

  • It allows administrators and trainers to easily schedule training times, events and other activities.
  • It enables tutors, trainers and administrators to keep a record of whether a trainee attends a mandatory training or event.

Customer Care

Building Customer Care Agents in IA

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Outbound

Changing a Disposition

The Ticket

A ticket will come in saying the disposition needs to be changed. The requester should give the new disposition. 


  • Type phone number/Lead Number/Guest Name given into search bar. If it does not appear hit search all in the left hand side. Click on the customer under HGV contact. Find the agents name, hit edit. Change to the correct disposition and save.

Shift Times in Eastern TIme

Here are the outbound shift times for lead assigning purposes:

Orlando Outbound AM is 

Orlando Outbound PM is 4 PM to 10 PM EST

Springfield Outbound AM is 9 AM to 4 PM EST

Springfield Outbound PM is 4 PM to 11 PM EST

Vegas Outbound Am is 10 AM to 5 PM EST

Vegas Outbound PM is 5 PM to 12 AM EST

Owners

Owner Program Configuration Changes

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Miscellaneous

Service Now