Omniture Support Certification

Course Description

This five-day course equips Omniture’s Channel Partners’ support personnel with the skills and knowledge necessary to earn the web analytic and online business optimization industry’s first Support certification, the Omniture Certified Professional: Support designation. Partners will receive in-depth, hands-on training on the Omniture implementation methodology, Omniture’s suite of tools and Omniture Live Support best practices. A comprehensive exam will provide students with an opportunity to demonstrate mastery of course content.

Target Audience

This course is reserved for Omniture Channel Partner personnel who serve as first-line support.

Prerequisite Skills & Knowledge

It is highly recommended that students first watch the Beginning level on-demand training videos to establish a solid foundation with Omniture SiteCatalyst. Students should also view the Introduction to Implementation training video. These videos are located within the Help tab of SiteCatalyst. Omniture Channel partners who attend this course will need to pass an exam, demonstrating the following knowledge and abilities:

1. Describe the Omniture Implementation Methodology.
2. Demonstrate a deep technical knowledge of Omniture’s suite of web analytic and online business optimization tools.
3. Apply Omniture’s Live Support Philosophy and describe its structure.
4. Leverage Omniture Live Support Tools to answer customer inquiries.
5. Define and Successfully Answer Tier 1 Live Support Calls through active listening techniques.
6. Appropriately identify and escalate Tier 2 incidents.
7. Interact effectively with Omniture Channel management.
8. Understand Omniture’s Premium Support Services.
9. Grasp Key Omniture Live Support terms.
10. Recommend other Omniture Solutions.

Topics

The following topics—and more—are thoroughly covered in this course:

1. Omniture Implementation Overview
2. Traffic, Commerce, General Variables and Functions
3. Validation and Troubleshooting
4. SiteCatalyst Reports, including Traffic, Paths and Commerce
5. SiteCatalyst Calculated Metrics, Targets, Calendar Events, Bookmarks, Dashboards
6. SiteCatalyst Classifications, SAINT, Custom Variables, Multi-suite rollups, VISTA Engine, ASI
7. Excel Integration, Data Sources and Data Warehouse, A/B Testing
8. SiteCatalyst Advanced Tools such as Excel Client, A/B Testing, and Multivariate Testing
9. Omniture Live Support Best Practices
10. Omniture Live Support Tools
    
11. Omniture Live Support Guide Review

Course Format

This challenging course consists of instructor presentations/demos with plenty of hands-on time for students. The Exam consists of both a technical and a hands-on lab where the student will have the opportunity to demonstrate his or her expertise with Omniture’s solutions as well as his or her ability to effectively use Omniture’s Live Support tools to assist customers with real-world questions.

Course Materials

• Advanced SiteCatalyst Training Workbook
• SiteCatalyst v.14 Training Workbook
• Omniture Live Support Guide