April updates: Tips & Tricks, Mastering reporting in Hornbill, and upcoming AI training

[Joel]

We’ve got some updates and a 2-part Academy Live session to tell you about, so read on!   March wrap-up   Learn smarter with our Tips and Tricks The more observant of you may have noticed some recent activity on the Hornbill blog and our social channels. We've been producing some short videos that highlight some of the shortcuts and features that Hornbill and Service Manager offers. We’ve compiled these into a course on the academy, Hornbill Toolbox: Tips and Tricks, where we’ll continue to add videos designed to support your learning. Keep an eye out as the course grows and undoubtably spawns into more courses!   Academy Live: Customizing your portal!    March’s Live session was all about designing and configuring the Employee portal, and the key considerations around driving end-users to your portal for request containment and ticket deflection. During the lab activities, participants built a page using key widgets to create an example of a clear and well-structured layout.   The session received an average rating of 4 stars out of 5 , with all survey respondents reporting that training provided them with useful guidance and considerations in how to deliver better experiences for users through Hornbill's tools and widgets. 90% of respondents reported that as a result of the training they have more confidence in how to customise and improve their Employee Portal for users. On participant reported that they most liked “The hands-on lab training, explanations of Service Domains and concepts, and finding out about how to add new widgets to the home portal”.   Didn’t make it? You can catch up by viewing the recording and accessing the session resources on the academy .   Looking ahead   Upcoming Academy Live Sessions:             Registrations are now open for our next two Academy Live sessions. We’ve prepared a 2-parter for you, on around reporting in Hornbill.   If you’re not sure where to start with reporting in Hornbill, or if you’re struggling to get to grips with things like entities and filters, then Hornbill Reporting: Empower your insights – Part 1 is for you.   As a follow-on from Part 1, Hornbill Reporting: Empower your insights - Part 2 delves deeper into more advanced topics, including working with tables and SQL queries, as well as providing an overview of our Advanced Analytics tools. So if you’ve got the basics covered and want to go to the next level, then this one is for you.   These sessions are for all customers, so forward this on to a team member if you think it will be beneficial for them. Sessions get oversubscribed so register early to avoid disappointment!    On-demand courses   We’re about to publish a new course titled, Getting Started With Hornbill AI. This will be available first to customers in our HAi beta program, then everyone else through the academy shortly afterwards. Watch this space!   As always, thank you for being a part of the Hornbill community. We look forward to continuing to share knowledge and skills with you through our Academy programs.

Thanks, Hornbill Academy Team