Product Training
CaseBank offers a variety of training options to meet your specific needs
Group End-User Training
For the end users of any of our SpotLight products, we offer group training at our facility or at the customer's location. This 1-2 hour group training is often delivered onsite close to the technician's work area (for example, at a computer station in the hangar of a regional airline), or in an onsite training room.
Online PowerPoint Tutorials
Face-to-face end-user training is supplemented by online Powerpoint tutorials and context-sensitive help.
Train the Trainer
CaseBank also offers indivual or group train-the-trainer sessions at the customer location. This in depth training runs from 4 hours to a full day, depending on the customer and the number of trainers to be trained. All of the SpotLight training material is reviewed in detail, and sufficient time is allowed to drill down into various topics. An overview of certain aspects of SpotLight's underlying technology (such as the reasoning algorithm) is also provided. In addition, trainers participating in the course are coached and prepared to field the type of questions and objections they will likely encounter when training their technicians.
Author training
Author training is offered at the customer location or at CaseBank, for groups of up to six people at a time. It is a four day course that takes participants through
- the theory of SpotLight,
- use of the SpotLight Author editing environment, and
- knowledgebase development methodologies and best practices.
It is a hands-on course with one to two people per computer, and the format alternates between short lesson presentation, and applying those lessons in a live environment.
Software Integrator Training
CaseBank's software integration training is a one week course that explores the SpotLight software architecture, development tools, database structure, configuration, and application programming interfaces. Participants will work through examples of the various extension points offered by SpotLight and how they woud be used to address typical scenarios. Although a few standard topics are always covered, there is no fixed agenda for this course as the exact curriculum is determined in consultation with the customer and reflects their anticipated integration needs. Sufficient time is allowed for open discussion based on participant needs. This is a hands-on course with one student per laptop, and a maximum participation of four students per session. Due to the technical nature of this course, it is only offered at CaseBank's location so that senior developers can be pulled in to discussions as needed.
For more information about product training options, or if you have a question about your specific training needs, feel free to contact us.
Here's an example of how the CaseBank solutions can save time and money. An airliner was ready to take off when a problem was discovered: there was no airflow in the cabin. Although it was obvious that something was wrong, the aircraft's built-in test systems showed everything to be working correctly. The flight had to be canceled while repair technicians investigated the problem. Three hours later, a technician found the source of the fault - a loose pipe fitting in the tail of the aircraft. Once the fault was located, it was repaired in a matter of minutes and the aircraft was released for service.
In the next few months, at that same airline, the same problem occurred three more times on different aircraft at different locations. In each case it was necessary to cancel the flight. None of the technicians assigned to find the problem knew that it had occurred before. If CaseBank solutions had been available, the guided diagnostic troubleshooting would have alerted them to the findings of the technician who solved the original problem, and the last three cancellations could have been avoided, with a significant saving in cost and customer satisfaction for the airline.
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