Consona Connect 2010 - Breakout Session Time View

October 12-15, 2010 | MGM Grand Hotel | Las Vegas, NV

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Wednesday
	8:00 AM - 9:00 AM
		GEN 100 - Consona Connect Welcome Address	341
		Join the General Manager of Consona’s CRM products Tom Millay, as well as other members of the CRM division executive team to take a closer look at the vision and strategy for the CRM business, as well as updates on how well we’ve been executing against this vision over the past two years since our last user conference. In this session, you’ll gain insight into: State of the CRM business Strategic direction Product line roadmaps We’ll close this session with an overview of the conference, from must-attend breakout sessions and roundtables to opportunities for one-on-one consulting and product demos. All conference attendees are welcome to attend.
	9:15 AM - 10:15 AM
		BUS 101 - Tell Me. Show Me. Fix It For Me!–The Beauty of Support Actions	617
		In today’s complex IT, high tech and telecommunications support environments, the ability to solve problems quickly and easily is vital to maintaining customer satisfaction. The ability to detect a fault condition and resolve it automatically without the customer having to resort to calling the call center can be a powerful tool in your services arsenal. In this session: Learn about Consona’s Support Actions and how they work. Look at real-world examples of how Support Actions have added significant value in some of the world’s leading environments. All conference attendees are welcome to attend this demonstration-centric session.
		BUS 201 - How Products Comply with ITIL Standards	618
		Audience: All attendees The Information Technology Infrastructure Library offers a best practices framework for IT projects and processes. This session examines: Why ITIL is important. The advantages of ITIL. How Consona products help you comply with ITIL standards. All conference attendees are welcome to attend this demonstration-centric session.
		CKM 101 - Knowledge Management Product Roadmap	359
		Audience: (HTPS, ITSM, KM) In this session, get a detailed understanding of Consona’s vision for your solution. Understand how customer feedback is driving product development, and gain insight into the new features, technology, and integrations coming your way. By the end of this session, attendees will understand: The product roadmap for Consona Knowledge Management, including Version 8.0 and beyond. How customer requirements for features such as authoring, new content sources, and general performance improvements will be addressed. How customer feedback influences the product development process, and how you can get involved. Regardless of your role, if your company is trying to make decisions about when to upgrade to the next version of Consona Knowledge Management, or whether or not newly available features may be of use to your organization, this session is for you.
		SPT 101 - Live Assistance Product Roadmap	619
		Audience: (CASE, HTPS, ITSD, LA) In this session, get a detailed understanding of Consona’s vision for your solution. Understand how your feedback is driving product development, and gain insight into the new features, technology, and integrations coming your way. By the end of this session, attendees will understand: The product roadmap for Consona Live Assistance, including Version 6.6 and beyond. How customer requirements for features such as Remote Control redesign, multi-platform support and a streamlined Agent experience will be addressed. How customer feedback influences the product development process, and how you can get involved. Regardless of your role, if your company is trying to make decisions about when to upgrade to the next version of Consona Live Assistance, or whether or not newly available features may be of use to your organization, this session is for you.
	10:30 AM - 11:45 AM
		BUS 102 - How To Generate Revenue Within Your Customer Service and Support Framework	620
		Enterprises often take a more tactical view of support, either thinking of it as a cost center or a direct profit center. Enlightened service and support leaders understand that the true value of support is the sustainable value it creates—value that is reflected in customer loyalty and profitability. In this session, we examine how to not only delight your customers, but also how to capitalize on moment-of-need marketing and contextualizing sales within a new service framework. We also do a deep dive into the targeted marketing capabilities built within the Consona Dynamic Agent solution. All conference attendees are welcome to attend this demonstration-centric session.
		CKM 102 - Roundtable Discussions: Knowledge Management Roadmap by Market	364
		Audience: (HTPS, ITSM, KM) This interactive session allows you to comment on and react to the current roadmap for the Consona Knowledge Management solution, with further breakouts for your input within some of our key vertical markets. This session is an opportunity for you to share ideas with your fellow peers, as well as provide critical input on the direction of your product through the discussions led by our staff. Some of the product themes up for discussion include: Authoring (Workflow, HTML Editor, and more) Resolution Flows Design Search This session is your chance to influence the future development plans of your solution. Don’t miss it!
		GEN 102 - The Big Switch: Why You Should Consider the Consona Cloud	622
		Audience: All attendees Regardless of the product you’re using, Consona now offers it on the cloud. Attend this session to get direct guidance on what benefits await you as you consider the “big switch” to cloud computing. Beyond the significantly reduced infrastructure and IT costs, attend this session to better understand: Consona’s migration services to the cloud. Potential gains in data integrity and security. Other benefits, including system and data portability. Join our discussion and learn how the cloud is revolutionizing the way software is being delivered and maintained. You don’t have to be in IT to see the silver lining of moving your Consona implementation to the cloud.
		SPT 102 - Roundtable Discussions: Live Assistance Roadmap by Market	623
		Audience: (CASE, HTPS, ITSD, LA) This interactive session allows you to comment on and react to the current roadmap for the Consona Live Assistance solution, with further breakouts for your input within some of our key vertical markets. This session is an opportunity for you to share ideas with your fellow peers, as well as provide critical input on the direction of your product through the discussions led by our staff. Some of the product themes up for discussion include: Remote Control and Remote Diagnostics redesign The role of Knowledge Centered Support within Chat Next Generation Analytics This session is your chance to influence the future development plans of your solution. Don’t miss it!
	1:00 PM - 2:00 PM
		BUS 103 - A Knowledge Management Customer Success Story by ADP	625
		Audience: (KM, ITSM, HTPS) Knowledge Management systems enable organizations to leverage intellectual capital to share expertise and insight which fosters innovation and organizational learning. ADP recognizes how important it is to deliver upon this principle in order to continually evolve and improve upon their associate and client experience. The Consona Knowledge Management System has been instrumental in fostering a knowledge centric culture across our Business Units, Product Lines and Service Centers – both from a client facing and internal perspective. Please join us to learn about the approach ADP has taken to execute upon Knowledge Management Technology and accompanying program.
		BUS 203 - Social Support: Turning Customer Engagement Into Customer Success	624
		Social media is fundamentally changing how businesses and their customers interact. Nowhere will the impact of the social web be stronger, or more beneficial, than in service and support. Customer communities and social media contribute to traditional knowledge management and multi-channel customer service and support. The challenge lies in identifying ways to create an effective, productive and valuable social support community. This session identifies such strategies and also demonstrates how Consona’s new Communities solution can support them. You’ll also learn: Results-based methodologies Measurable analytics used for tracking, understanding and reacting to customer feedback Increasing the knowledge ecosystem All conference attendees are welcome to attend this demonstration-centric session.
		CCM 103 - Customer Management Product Roadmap	343
		Audience: (all markets, CM) In this session, get a detailed understanding of Consona’s vision for your solution. Understand how your feedback is driving product development, and gain insight into the new features, technology, and integrations coming your way. By the end of this session, attendees will understand: The product roadmap for Consona Customer Management, including Version 7.0 and beyond. How customer requirements for features such as Office integration, new UI technology and user mobility will be addressed. How customer feedback influences the product development process, and how you can get involved. Regardless of your role, if your company is trying to make decisions about when to upgrade to the next version of Consona Customer Management, or whether or not newly available features may be of use to your organization, this session is for you.
		EXEC 103 - Executive Session Presented by Jeff Tognoni, CEO	351
		Join Consona’s CEO Jeff Tognoni for his personal take on where we’ve been and where we’re going in today’s economic rollercoaster ride. In this session, gain tremendous insight into: Economic history Theory and drivers How you can take action in your own business. All conference attendees are welcome to attend this session.
		SPT 103 - Dynamic Agent Product Roadmap	626
		Audience: (CASE, HTPS, ITSM, DA) In this session, get a detailed understanding of Consona’s vision for your solution. Understand how customer feedback is driving product development, and gain insight into the new features, technology, and integrations coming your way. By the end of this session, attendees will understand: The product roadmap for Consona Dynamic Agent, including Version 7.0 and beyond. How customer requirements for features such as Performance Manager, Home Network Manager, and Mac Clients will be addressed. How customer feedback influences the product development process, and how you can get involved. Regardless of your role, if your company is trying to make decisions about when to upgrade to the next version of Consona Dynamic Agent, or whether or not newly available features may be of use to your organization, this session is for you.
	2:15 PM - 3:30 PM
		BUS 104 - An IT Service Desk Customer Success Story by Marriott	627
		Audience: (ITSM, all products) Join one of our keynote customer speakers, Marriott, to learn about their IT service desk best practices.
		CCM 104 - Roundtable Discussions: Customer Management Roadmap by Market	363
		Audience: (all markets, CM) This interactive session allows you to comment on and react to the current roadmap for the Consona Customer Management solution, with further breakouts for your input within some of our key vertical markets. This session is an opportunity for you to share ideas with your fellow peers, as well as provide critical input on the direction of your product through the discussions led by our staff. Some of the product themes up for discussion include: Office Integration Customer data management and data model design Mobility This session is your chance to influence the future development plans of your solution. Don’t miss it!
		GEN 104 - The State of the High Tech Market	342
		Audience: (all products) As the VP of Technology Research for the Technology Services Industry Association (TSIA, formerly SSPA) and a leading analyst for the service and support industry, John Ragsdale has unprecedented insight into the operations and strategic vision of the most influential high tech companies in the world. Join Ragsdale for an in-depth look at the state of the high tech industry, including the market circumstances and pain points that drive planning and spending. In this session, Ragsdale discusses: Key information from TSIA's benchmark databases, as well as other member and industry surveys, focusing on trends and best practices. Technology information on customer service applications, derived from vendor/partner briefings and independent research. Views on hot-button multi-channel service and support topics such as the cloud, communities, analytics, KCS, ITIL, integration and more. Regardless of your role or industry, you are sure to gain actionable insights as John shares trends among your peers and competitors, then translates that information into suggestions for making informed technology, business, and investment decisions.
		SPT 104 - Roundtable Discussions: Dynamic Agent Roadmap by Market	628
		Audience: (HTPS, ITSM, DA) This interactive session allows you to comment on and react to the current roadmap for the Consona Dynamic Agent solution, with further breakouts for your input within some of our key vertical markets. This session is an opportunity for you to share ideas with your fellow peers, as well as provide critical input on the direction of your product through the discussions led by our staff. Some of the product themes up for discussion include: Next generation analytics Performance Manager Modernized technologies and improved user interfaces including a Mac client This session is your chance to influence the future development plans of your solution. Don’t miss it!
	4:00 PM - 5:15 PM
		BUS 105 - How to Use Analytics to Measure the Customer Experience	629
		Audience: (Consona KM Only, HTPS, ITSM) Now you can have unprecedented visibility into long-term knowledge trends with real-time flexibility to ask the next question . In this session, get a demo of how to get KM analytics “your way” starting with a foundation of 12 prepackaged, KCSsm Verified v4 role-driven dashboards, including: Author/contributor productivity Knowledge effectiveness Search results effectiveness Knowledge workflow status Self-service efficiency Improved QlikView analytics for Consona Knowledge Management provides information, reporting, and tracking the way users think. By the end of this session, you have learned how to measure the effectiveness of and identify opportunities to improve your knowledge, agents, and how well they interact with customers.
		CKM 305 - Technical Overview: Knowledge Management – Under The Hood	349
		Audience: (ITSM, HTPS, KM) For users in technical roles, this session reviews the technology behind Consona Knowledge Management. In this session, we dig into implementation guidelines and details behind the integration with our case and knowledge management solutions. In addition, we undertake a code breakdown and cover a roadmap preview.
		GEN 205 - Get Personal With Portrait Dialogue	369
		In the hubbub of background noise that is marketing, it can be very difficult to make your company heard. Companies that are successful understand that in order to cut through this noise, you need an integrated, multi-channel approach that delivers one-to-one personalized marketing materials to customers. In this session, we: Dive into how Portrait Dialogue can deliver the functionality needed to overcome these challenges. Explore some of the best practices from the marketplace. All conference attendees are welcome to attend this demonstration-centric session.
		SPT 305 - How-To Session: 360º Support—The Power of Live Assistance and Dynamic Agent	630
		Audience: (CASE, ITSD, HTPS, LA, DA) SPT 305 focuses on best practices, strategies and integration that can help your company get the most out of Dynamic Agent and Live Assistance products. This session is perfect for attendees with these job roles: product managers, project managers and technical developers. By the end of this class, you will be able to: Understand the benefits and differences between Assisted Support and Proactive Client-Side Support. Better leverage feature sets that can help reduce handle times for assisted support. Identify integration points between Live Assistance and Dynamic Agent that can streamline your support channels. Prerequisites for this session are SPRT 101 and SPRT 103.
Thursday
	8:15 AM - 9:15 AM
		BUS 106 - How to Offer Agent-Quality Self-Service	631
		Audience: (all markets, KM) Users will seek knowledge elsewhere if it is not easily located within your support portal. Consona Knowledge Management helps identify relevant content by leveraging Consona’s patented search capabilities and ensures that your customers’ self-service experience will be even more efficient and productive than an agent interaction. Attend this session to learn: How to create effective public-facing, self-service repositories. How to search across multiple structured and unstructured channels for efficient information sharing. How to Integrate CM data from external applications to enhance the customer self-service experience. All conference attendees are welcome to attend this demonstration-centric session.
		GEN 106 - KCS Adoption and Success in the High Tech Market	347
		Audience: (all markets, all products) Knowledge-Centered Support is a best practice designed to make knowledge management an efficient part of all support operations. Developed in 1994 by members of the Consortium for Service Innovation, KCS captures content as a byproduct of resolving customer issues; improves content based on demand, usage, and feedback; and reuses knowledge to make each customer interaction more efficient and consistent. Unlike conventional approaches that treat knowledge management as a separate job, KCS isn’t a process that happens outside of service delivery—it becomes the way organizations deliver service. In this session, you’ll learn: What KCS is and why high tech companies are adopting it. Insight into strategies for KCS methodology implementation. This session features one of our keynote speakers, David Kay, principal at DB Kay & Associates. Kay is recognized as an innovator by the Consortium for Service Innovation, and has been certified as a Knowledge-Centered Support Verified v4 trainer. He held leadership roles at an innovative knowledge management technology provider from 1998 through 2002, and has been granted six patents for knowledge management technology. Whether you are familiar with KCS practices or not, this session is a must-see for all roles in customer service and support, including knowledge managers, agents, and VPs/directors.
	9:30 AM - 10:45 AM
		BUS 107 - Multi-Channel Strategy: How to Extend Self Service and Offer a Low Cost Chat Channel	632
		Audience: (KM, LA, all markets) Even the most effective self-service portal will occasionally require additional contact to resolve support issues. One of the most exciting trends in support has become the use of chat, which is preferred by customers and support agents alike. Walk away from this session understanding: How to seamlessly escalate customers from self-service to a low-cost chat channel. How to improve the quality, speed and efficiency of chat-based support incidents with remote diagnostics and repair. How to capture and reuse knowledge that is spread across multiple channels. All conference attendees are welcome to attend this demonstration-centric session.
		CCM 307 - Technical Overview: Discover the New & Improved Customer Management	378
		Audience: (all markets, CM) Technology never stands still or even pauses to catch its breath. This technical session provides insight into which new technology trends will be incorporated into the Consona Customer Management platform, how and when. Come join us to: Get the details you need to map your organization’s technology evolution based on the CM architecture roadmap. Identify technology and application training needed to ramp up your team’s or your own personal skills. Discover the rationale behind the new technologies chosen. Provide early feedback on the technology roadmap. This session is well suited for architects, IT managers and developers, especially those with a foundation in the CM architecture available to-date.
		CKM 307 - How-To Session: Example Integrations with Knowledge Management	375
		For attendees in technical roles and power users, this technical session reviews some of the select advanced integrations implemented by the Consona professional services team. The session includes examples of integrations between Consona Knowledge Management and CRM systems, as well as other software tools. We will share best practices and the technical details behind how they were accomplished. Attendees are encouraged to bring their own integration questions for discussion and review.
		GEN 107 - How to Measure Your Success: Roadmap for Integrated Analytics—Powered by Qlikview	377
		Audience: (all markets, all products) Currently available with Consona Knowledge Management, this session provides a detailed look at how we provide integrated analytics today and our plans to expand integrated analytics across all our product lines. During this session, learn: How the Qlikview technology works and why QlikTech is noted as a “challenger” BI provider by Gartner. Demonstrations of how QlikView is already powering our products today, and previews into early-development report packages for several product lines. Consona’s roadmap for analytics across all our suites and point solutions. If improved analytics are on the radar for your company, this session is for you.
	11:15 AM - 12:15 PM
		BUS 108 - An Enterprise CRM Customer Success Story	634
		Audience: (enterprise CRM, all prods) Join one of our keynote customer speakers to learn about best practices in implementing and using the Consona Enterprise CRM solution.
		BUS 208 - How Consona Supports the KCS Methodology	633
		Audience: HTPS, ITSD, all products While KCS is not tied to any one particular technology, it does require tools to support the practices. To help service and support organizations evaluate KCS technology, the Consortium released a set of tool requirements. Consona’s Knowledge Driven Support and Knowledge Management solutions meet these criteria, and as a result has been KCSsm Verified by the Consortium for Service Innovation. Join this session to: See a demo of how Consona features directly support KCS best practices. Get insight into roadmap plans for further KCS methodology support. Whether you are familiar with KCS practices or not, this session is a must-see for all roles in customer service and support, including knowledge managers, agents, and VPs/directors. Pre-requisite: GEN 106
		EXEC 108 - Executive Session by Jeff Tognoni, CEO	668
		The Big Switch – Just How Big is Cloud Computing? Join Consona CEO as he explores what he calls the most “disruptive opportunity” in software’s recent history. Inspired by some of the thinking in Nicholas Carr’s The Big Switch: Rewiring the World, From Edison to Google, Tognoni walks you through the opportunities presented by cloud computing, and how Consona is responding to support you. All conference attendees are welcome to attend this session.
		GEN 108 - Functional Overview: How to Leverage Communities	635
		Audience: (HTPS, ITSM, KM) This session provides attendees a detailed look at Consona Communities, a brand-new product that leverages our Knowledge Management solution and extends its capabilities to provide social software features such as blogs, wikis, ideation and profiles. Until recently, Knowledge Management has focused on the creation of central knowledge repositories, encouraging knowledge reuse and collaboration based on these repositories, in a typical top-down approach. The growing phenomenon of social software provides features that complement this approach with tools that are simple and more flexible than what most companies are using today to encourage peer support. In this functional overview session, learn how you can use Consona Communities to facilitate: Conversations and collaboration Knowledge creation, sharing and publication Identifying experts within your customer base
		GEN 208 - Functional Overview: How Content Cache Can Simplify Your Support Operations	666
		Audience: (HTPS, ITSM, DA, LA) GEN 208 will provide information about the upcoming Content Cache, focusing on how Consona plans to assist with identification and development of relevant content for the DSP, HTPS and ITSD markets. This session is perfect for attendees with these job roles: Product Managers, Project Managers and Technical Leads. By the end of this session, you will understand: How Consona is building out the team to support the Content Cache. What content is available today, and how your company can get it. 1.0 feature set. How to get involved with the Content Cache.
	1:30 PM - 3:00 PM
		BUS 109 - A High Tech Product Support Customer Success Story	637
		Audience: (all products, HTPS) Join one of our keynote customer speakers to learn about how they’re using Consona technologies to deliver best-in-class service and support in the high tech marketplace.
		CCM 309 - How-To Session: Prepare for an Upgrade to Customer Management Version 7.0	382
		Audience: (all markets, CM) This session focuses on the upgrade path from previous versions of Onyx CRM to Consona Customer Management Version 7.0, as well as what to expect from the upgrade process. The course includes an upgrade process overview, including an upgrade demonstration from Onyx CRM v6.0 to v7.0. Perfect for attendees in the job roles of business analyst, system administrator, developer or technical consultant. This session helps you understand: The upgrade path for users of previous Onyx versions who wish to upgrade to v7.0. The process of upgrading, its different stages, and the requirements for each stage. A prerequisite for this class is a high level of familiarity with previous versions of Onyx CRM.
		EXEC 109 - Executive Session by Thomas Millay, General Manager of Consona CRM	414
		Best Practices in Strategy Development and Operational Planning Join the General Manager of Consona’s CRM products Tom Millay as he opens up the Consona playbook and delivers key insights into best practices in strategy development and operational planning. In this session, Millay draws upon his 30 years of experience in the information technology industry across sales, marketing, business development, systems development and operations to provide practical suggestions on how to develop, refine, and roll out new business strategies, as well as align operations to support them. All conference attendees are welcome to attend this session.
		GEN 109 - State of the Enterprise CRM Market	381
		Join one of our keynote speakers for an in-depth look at the state of the enterprise CRM market, including the market circumstances and pain points that are driving today’s IT spending. In this session you’ll gain access to market data and intelligence that will give you insight into the decision-making trends of your peers and competitors.
		SPT 309 - Technical Overview: Dynamic Agent – Under The Hood	638
		Audience: (CASE, ITSD, HTPS, DA) SPRT 309 focuses on a technical roadmap for the Dynamic Agent product and the integration of QlikView as a Business Intelligence framework. Also addressed in this session is how Consona will be leveraging the Cloud to facilitate the expansion of your support capabilities. This session is perfect for attendees with these job roles: Product Managers, Project Managers, Business Owners and Engineers. By the end of this session, you will understand: The long term technical direction of the Dynamic Agent architecture. Consona’s integration plan for using QlikView as our primary Business Intelligence framework across our CRM products. How the Consona Cloud leverages Amazon AWS to provide a cost-effective, quick-to-market solution as well as provide information to help you understand if the Cloud is right for you. **Prerequisite for this session is SPT 103.
	3:15 PM - 4:30 PM
		BUS 110 - A High Tech Product Support Customer Success Story by VMware	639
		Social networking tools improve collaboration and enhance the sharing of knowledge. Nobody understands this more than VMware, so they implemented social networking tools which have allowed them to cut through the vortex of information and improve how their employees and customers share knowledge. Attend this customer keynote to understand the strategy VMware formed, executed upon, and continue to enhance to ensure their customer experience is as innovative as their products.
		CCM 210 - How to Extend Your Service Channels With Chat and E-mail	667
		Audience: (all products) The way people choose to engage with call centers is changing. Go back 10 years and the majority of people would pick up the phone and call if they had an issue, but now, and almost a generation later, consumers have grown up using e-mail and chat as a primary communications medium. When they need support, they want to contact you their way; and your ability to provide multi-channel support is now a necessity. In this presentation, we demonstrate how both chat and e-mail can be used as part of a multi-channel support strategy to provide a level of service that simply isn’t available via a traditional call center. Join this demo and discussion and see examples of how these technologies have been implemented in the field.
		CKM 310 - How-To Session: Example Customizations on Knowledge Management	383
		For attendees in technical roles and power users, this technical session reviews some of the select customizations implemented by the Consona professional services team. The session includes examples of the customizations, as well as the technical details behind how they were accomplished. Attendees are encouraged to bring their own customization questions for discussion and review.
		SPT 310 - Technical Overview: Live Assistance – Under The Hood	640
		Audience: (ITSM, HTPS, LA) SPT 310 focuses on the technical roadmap for the Live Assistance product and the integration of QlikView as a Business Intelligence framework. This session is perfect for attendees with these job roles: Product Managers, Project Managers, Business Owners, and Engineers. By the of this cass, you will be able to: Understand the overarching changes being made to Remote Diagnostics & Repair and Remote Control, and how you can better apply usage of those sub-products within your company. Know Consona’s integration plan for using QlikView as our primary Business Intelligence framework across our CRM products. The long-term technical direction of the Live Assistance products. Understand how the Consona Cloud leverages Amazon AWS to provide a cost-effective, quick-to-market solution, as well as provide information to help you understand if the Cloud is right for you. A prerequisite for this session is SPT 102.
Friday
	8:30 AM - 9:30 AM
		CCM 311 - How-To Session: Building Business Rules with BRM	358
		Audience: (all markets, CM) Perfect for system administrators, developers and technical consultants, this session examines how to build business rules using Business Rules Manager. Attend this discussion and: Understand the key features of BRM. Describe the rules process and how to trigger a business process. Create business rules that will automatically create sales opportunities and tasks based on the customer type. Create a support rule that will automatically escalate high priority support calls. Prerequisites for this session include an understanding of OEAS administration and configuration. Some knowledge of XML is also beneficial.
		CKM 311 - How-To Session: Staffing Your Consona KM Initiative—Customer Models and Best Practices	379
		For attendees in the roles of knowledge manager, knowledge analyst, business manager/analyst or executive sponsor, this session is for customers who have either implemented a staffing model for their Consona Knowledge Management implementations or who are in the process and want to become more familiar with the framework. Topics include: The traditional model of roles and responsibilities. Customer variations on that model and the reasons behind the variations. The pros and cons and best practices. How Consona customers staff their Knowledge Management initiatives and how to best divide the work. Prerequisites for this session include a basic familiarity with some in-production version of Consona Knowledge Management or predecessor application on another platform.
		EXEC 111 - Executive Session by Steve Bailey, CTO	367
		Join Consona CTO Steve Bailey as he breaks down various cloud architecture approaches in this advanced technical discussion. In this session, he: Shares with you both the risks and benefits of these approaches. Further explains how Consona is building the reference architecture for cloud computing. Discusses how soon you can take advantage of it.
		GEN 111 - State of the ITSM Market	641
		Audience: (ITSM, all prods) Join one of our keynote speakers for an in-depth look at the state of the IT Service Desk industry, including the market circumstances and pain points that are driving today’s IT spending. In this session you’ll gain access to market data and intelligence that will give you insight into the decision-making trends of your peers and competitors.
		GEN 211 - Enterprise CRM Suite Vision & Roundtable	372
		Audience: (all prods, CRM) The Consona CRM suite is Consona’s whole product solution for the Enterprise CRM market, and represents the integration of a number of compelling point solutions across our acquired businesses, including Live Assistance, Dynamic Agent, Portrait Dialog and Knowledge Management. Everything we do to move Consona’s CRM business forward—from acquiring new product functionality to launching a new service or version—starts and ends with our customers. With this sentiment in mind, we invite you to join us in providing critical feedback on our vision for how we can support companies in this market take their service and support organizations to the next level. Participate in this session, and: Understand the business problems we’re trying to address with the Enterprise CRM suite, including better operational analysis from the combined assets of Consona. Gain insight into functionality required to address these issues, including the planned use of Consona Analytics powered by QlikView. See the roadmap we’ve prepared and how soon it will be delivered. Voice your opinion on how we can continue evolving the solution. Regardless of role, this interactive session provides you with an opportunity to ascertain if Consona is aligned with the vision you have for your most critical asset: your customers.
	9:45 AM - 10:45 AM
		CCM 312 - How-To Session: Improving End User Experience by Applying New Feature Efficiencies In Customer Management 7.0	373
		Audience: (all markets, CM) With Consona Customer Management Version 7, we took a completely different approach to how users search for and manage their information. Designed for system users, business analysts, administrators, and developers, this technical session examines how the users’ experience and interaction with the system is enhanced by the new functionality in v7. Join us in this session and learn: How to search for a specific record or set of specific records in the database. How to save queries and lists of records for easy reuse. How to create and use bookmarks. How to extend the searchable fields without customization. How to use the new document merge utility which gives users the ability to easily create templates containing merge fields from the database. How the redesigned forecast and quote functionality improves the sales force interactions.
		CKM 312 - How-To Session: Optimizing the Search Experience	644
		Audience: (all markets, KM) Customers are increasingly requesting services, which in turn, contributes to your goal of optimizing the search experience. What set of challenges are customers really trying to address, and what are the common ways to address them? For attendees in the roles of knowledge manager, knowledge analyst, business manager/analyst or executive sponsor, this technical session reviews topics such as: Establishing business drivers Audience analysis Establishing your knowledge lifecycle Sample content analysis How searches are ranked The relative effects of the customer dictionary Stop words and other features specific to Consona Knowledge Management By the end of this class, you’ll better understand how Consona can coach you in improving the search experience of your customers. Prerequisites for this session include a basic familiarity with some in-production version of Consona Knowledge Management or predecessor application on another platform.
		GEN 112 - KDS Suite Vision & Roadmap	642
		Audience: (all prods, HTPS) The Consona Knowledge Driven Support suite is Consona’s whole product solution for the High Tech Service and Support market, and represents the integration of a number of compelling point solutions across our acquired businesses, including Knowledge Management, Customer Management, and Live Assistance. Everything we do to move Consona’s CRM business forward—from acquiring new product functionality to launching a new service or version—starts and ends with our customers. With this sentiment in mind, we invite you to join us in providing critical feedback on our vision for how we can support companies in this market take their service and support organizations to the next level. In this session: Understand the business problems we’re trying to address with the Consona Knowledge Driven Support suite, including better operational analysis from combined case and knowledge management data and providing an enhanced assisted-service channel through chat. Gain insight into functionality required to address these issues, including use of Consona Knowledge Analytics and a tighter integration with Consona Live Assistance. See the roadmap we’ve prepared and how soon it will be delivered. Voice your opinion on how we can continue evolving the solution. Regardless of role, this interactive session provides you with an opportunity to ascertain if Consona is aligned with the vision you have for your most critical asset: your customers.
		GEN 212 - ITSD Business Suite Vision & Roadmap	643
		Audience: (all prods, ITSM) The Consona IT Service Desk suite is Consona’s whole product solution for the IT Service Desk market, and represents the integration of a number of compelling point solutions across our acquired businesses, including Live Assistance, Dynamic Agent, and eventually Knowledge Management. Everything we do to move Consona’s CRM business forward—from acquiring new product functionality to launching a new service or version—starts and ends with our customers. With this sentiment in mind, we invite you to join us in providing critical feedback on our vision for how we can support companies in this market take their service and support organizations to the next level. In this session: Understand the business problems we’re trying to address with the Consona IT Service Desk suite, including better operational analysis from combined case and compliance management data and providing an enhanced assisted service channel through chat. Gain insight into functionality required to address these issues, including the planned use of Consona Analytics powered by QlikView and a tighter integration between Consona Live Assistance and Dynamic Agent. See the roadmap we’ve prepared and how soon it will be delivered. Voice your opinion on how we can continue evolving the solution. Regardless of role, this interactive session provides you with an opportunity to ascertain if Consona is aligned with the vision you have for your most critical asset: your customers.
	11:00 AM - 12:00 PM
		CCM 313 - How-To Session: How to Tackle Data Cleansing	647
		Audience: (all markets, CM) Perfect for attendees in the roles of business analyst, DBA’ developer, and technical consultant. This technical session focuses on the data cleansing process as a crucial requirement for upgrade to Consona Customer Management Version 7.0 from pre-Onyx CRM 6.0 legacy versions. The session also focuses on best-practice recommendations for system-wide data maintenance to ensure data integrity, validity and completeness. By the end of this class, you will understand: The DATA cleansing process methodology and process stages. Solution capabilities and how to use the Data Migration Utility tool for data cleansing. Consona best practices on data maintenance. At a minimum, all session attendees must have a high level of familiarity with Onyx CRM data.
		GEN 113 - Roundtable Discussion: KDS Suite Roadmap	645
		Audience: (all prods, HTPS) This session examines the current roadmap for the Knowledge Driven Support Suite. And as an important step in our Customer Driven Development Process, it provides you an opportunity to share ideas with us and your fellow peers as well as provide input on the direction of the Knowledge Driven Support Suite. Led by our expert staff, your input could have a significant impact and potentially change the current course of development.
		GEN 213 - Roundtable Discussion: ITSD Business Suite	646
		Audience: (all prods, ITSM) This interactive session allows you to comment on and react to the current roadmap for the Consona IT Service Desk suite, with further breakouts for your input within some of our key vertical markets. This session is an opportunity for you to share ideas with your fellow peers, as well as provide critical input on the direction of your product through the discussions led by our staff. Some of the product themes up for discussion include: Analytics with QlikView Compliance Management A case management integration and/or solution This session is your chance to influence the future development plans of your solution. Don’t miss it!
		SPT 313 - How-To Session: The Value in Content Creation	648
		Audience: (ITSM, HTPS, LA, DA) SPT 313 focuses on the value associated with continued development of Knowledge Base, Client-Side and Automation content to address the ever changing issues affecting your customers. Discussion also highlights how Consona can help with the development of proprietary content and how the Content Cache can support your efforts in the future. This session is perfect for attendees with these job roles: Product Manager, Product Marketing and Engineers. By the end of this class, you will be able to better understand: The role that content plays within our applications. How internal reviews top call drivers and how future expectations can help determine the type of content to be provided. How Consona will be helping provide relevant types of content through the Content Cache; and how you can drive the development of that content. Prerequisites for this session include SPT 101 and SPT 103.
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