Professional Credential Guide Avaya Professional Sales Specialist (APSS) Avaya Professional Design Specialist (APDS) August 24, 2012 1 Page August 24, 2012 V1
Purpose: This guide provides background and planning information for the Avaya Professional Sales Specialist (APSS) and Avaya Professional Design Specialist (APDS) credentials. Information in the document is presented as of August 24, 2012 unless noted otherwise. For the latest information on the Avaya APSS and APDS credential program and the training curriculums that support it, log-in to the Avaya Learning Center www.avaya-learning.com. On the Avaya Certification Program landing page you will find: Complete Credential Curriculum Maps with Training Course availability and pricing (where pricing is applicable) Training Learning Partners Credential Program Policies and Procedures News Highlights covering the most recent enhancements to Avaya Learning Center offerings and Avaya Credential Program. 2 Page August 24, 2012 V1
Table of Contents 1. Avaya Professional Credential Program Overview... 4 2. Avaya Professional Sales Specialist (APSS) Description... 4 3. Avaya Professional Design Specialist (APDS) Description... 5 4. Avaya Sales and Design Credentials... 6 4.1 Credential Portfolio Overview... 6 4.2 APSS and APDS Credential Plan-of-Record... 7 5. Preparing For and Scheduling APSS and APDS Assessments... 8 6. APSS and APDS Core Training Course Curriculum Maps... 9 6.1 Avaya Professional Sales Specialist (APSS)... 10 6.2 Avaya Professional Design Specialist (APDS)... 14 Appendix A - APSS and APDS Knowledge and Skills Matrices... 17 3 Page August 24, 2012 V1
1. Avaya Professional Credential Program Overview The Avaya Professional Credential Program is designed to ensure individuals have the knowledge and skills to successfully sell, design, implement and maintain Avaya products and solutions that exceed customer expectations. The Avaya Professional Credential Program currently consists of Sales authorizations and Support certifications. Sales and Technical Sales Authorizations Avaya Professional Sales Specialist (APSS) Avaya Professional Design Specialist (APDS) Implementation and Support Certifications Avaya Certified Implementation Specialist (ACIS) Avaya Certified Support Specialist (ACSS) The Avaya Professional Sales Specialist (APSS) and Avaya Professional Design Specialist (APDS) are the Avaya sales and design authorizations validating knowledge and skills in the areas of selling and designing Avaya Solutions. The Avaya Certified Implementation Specialist (ACIS) and Avaya Certified Support Specialist (ACSS) are the Avaya technical product support certifications validating knowledge and skills in the areas of product implementation, administration, maintenance and troubleshooting for Avaya Solutions. This guide provides background and planning information for the Avaya Professional Sales Specialist (APSS) and Avaya Professional Design Specialist (APDS) credentials. 2. Avaya Professional Sales Specialist (APSS) Description This credential validates that the candidate has a basic-to-intermediary level of knowledge to sell Avaya products and customer focused solutions using best practices in selling and competitive sales techniques. Qualified candidates typically have sales skills background and have had success in closing deals. The Credential will equip the sales candidate with an understanding of: How to articulate the purpose and features of a given product/solution Craft appropriate probing questions to use with constituents (IT, LOB, CxO) to identify details about their problems that can form the basis for the solution ROI. Leverage this knowledge in developing a set of solution capabilities that can be delivered to address a client's problems. 4 Page August 24, 2012 V1
Communicate the value of the offers and associated services offerings (software, applications, hardware- and software-based, as applicable), Communicate market position, technology, and product expertise and how it addresses key or common business problems found within particular market segments. Build a relationship with decision-makers across multiple levels and departments by demonstrating understanding of their key decision criteria. This credential is valid for one year and is reserved exclusively for Avaya Channel Partners and Associates. 3. Avaya Professional Design Specialist (APDS) Description This credential validates that the candidate has an introductory level of technical proficiency necessary to create specific designs and quotations based on the customer requirements. Qualified candidates typically have Technical Sales Skills and the credential will aid them in understanding: Key product and solution feature benefits to the marketplace and how these address customer business issues and/or problems How the products are fashioned into a basic architectural solution design to address specific customer business issues Real-life application examples of how the products are designed into solutions that address customer business issues Key technical value propositions that differentiate these Avaya solutions from the competition A basic understanding of the licensing and quoting tool requirements and the Avaya services available for the solution Future vision for the product and solution How to complete a basic Greenfield design This credential is valid for one year and is reserved exclusively for Avaya Channel Partners and Associates. For additional APSS and APDS credential comparative information see Appendix A APSS and APDS Knowledge and Skills Matrices. 5 Page August 24, 2012 V1
4. Avaya Sales and Design Credentials 4.1 Credential Portfolio Overview The Avaya Professional Sales Specialist (APSS) and Avaya Professional Design Specialist (APDS) credential portfolio is structured to support the Avaya Solution Tracks, enabling individuals to develop a holistic understanding of Avaya product portfolio. Not all solution areas have both Avaya Professional Sales Specialist (APSS) and Avaya Professional Design Specialist (APDS) credentials. The types of credentials and the number of assessments to earn a credential is a function of the solution s complexity in the areas of sales and design. The following diagram illustrates Avaya s Solutions Tracks with available APSS and/or APDS Certifications as of August 24, 2012. Solution Tracks with APSS and/or APDS Credentials As of August 24, 2012 Sales / Design Authorization Solution Tracks Small and Medium Enterprise (SME) Communications Unified Communications Sales Specialist Avaya Professional Sales Specialist (APSS) SME Communications (1) Unif ied Communications (2) Design Specialist Avaya Professional Design Specialist (APDS) Unif ied Communications (2) Contact Center Networking Professional Role Contact Center (1) Networking (1) Account Executive 5 APSS Credentials Contact Center (1) Networking (1) Sales Engineer 4 APDS Credentials 6 Page August 24, 2012 V1
4.2 APSS and APDS Credential Plan-of-Record Following is the status as August 24, 2012 for Avaya Professional Sales Specialist (APSS) and Avaya Professional Design Specialist (APDS) credentials. It reflects APSS and APDS credentials available, under development, planned and/or retiring. Please note that as the Avaya Professional Credential Program evolves, information on changes is posted to regular communication platforms (IE: Avaya Learning Center, Avaya Connect Program portal, Avaya Sales portal) and distributed through standard communication channels. APDS and APSS Certification Plan-of-Record As of August 24, 2012 Credentials with Assessment(s) by Core Courseware Portfolio APSS APDS Small and Medium Enterprise (SME) Communications [IP Office] Available No APDS Unified Communications (UC) Available Available Avaya Unified Communication Video (1) Available Available Contact Center (CC) Available Available Avaya Networking Available Available Available APSS/APDS Credentials 5 4 (1) Available to Video Pre-Authorized Partners only, please check with your Avaya Channel manager for details. Details on individual APSS and APDS credential assessment requirements, including core training course curriculum maps are available in Section 6. 7 Page August 24, 2012 V1
5. Preparing For and Scheduling APSS and APDS Assessments Preparing for Avaya Credential Assessments Log-in to the Avaya Learning Center at www.avaya-learning.com and visit the Avaya Certification Program landing page for a complete listing of available Professional Credentials, their curriculum maps and all associated training to prepare for Avaya APSS and APDS assessments. Training is recommended and core training courses are often supplemented as part of a comprehensive study program. Review the credential, assessment and all curriculum map training course descriptions to determine the scope of training and experience most appropriate for you to prepare for the assessment. Technology Fundamentals Selling, designing, implementing and maintaining Avaya Products / Solutions require a solid understanding of the core technologies upon which they are built. Available Free-of-Charge to Avaya Associates, Business Partners and Customers is WestNet s Foundational Core Knowledge Assessment to verify one s prerequisite knowledge in data, telephony and convergence. Use this prescriptive assessment tool to identify your areas of technology expertise and areas needing improvement. Following the assessment you will receive a personal learning plan (delivered via email) targeting specific improvements and identifying which WestNet e-courses are recommended to fill knowledge gaps. Access the Foundational Core Knowledge link on the Avaya Certification Program landing page to learn more and register free-of-charge to take WestNet s Foundational Core Knowledge Assessment. Taking an Assessment on the Avaya Learning Center Assessment tests can be registered for on the Avaya Learning Center. Visit the associated curriculum map and click on the assessment to begin the registration process. Assessment Re-take Policy Avaya Learning policy allows three pre-course attempts for all assessments. If you do not pass the assessment you must re-register to attempt it again. If you have not passed the assessment after the third attempt, you will need to complete the associated learning activity and call the Avaya Learning Center Help Desk requesting a re-set for that specific assessment. Please note: This policy applies only to Assessments. It does not apply to Avaya Certification Exams. 8 Page August 24, 2012 V1
6. APSS and APDS Core Training Course Curriculum Maps Following are the core training course Curriculum Maps for APSS and APDS credentials available as of August 24, 2012. For the most current information on the Avaya APSS and APDS Credential Curriculum Maps including Foundational Knowledge and Supplemental Learning options visit the Avaya Learning Center www.avaya-learning.com. For questions about the Avaya Credential Program and scheduling training please contact the Avaya Learning Helpdesk. avaya.u.helpdesk@accenture.com US Toll Free: 1.800.288.5327 Credentials with Assessment(s) by Core Courseware Portfolio APSS APDS Small and Medium Enterprise (SME) Communications [IP Office] Page 10 No APDS Unified Communications (UC) Page 11 Page 14 Contact Center (CC) Page 12 Page 15 Avaya Networking Page 13 Page 16 9 Page August 24, 2012 V1
6.1 Avaya Professional Sales Specialist (APSS) APSS - SME Communications (APSS - 1000) To earn the APSS - SME Communications Credential Courses Take one of the following courses to prepare for the corresponding assessment Web 2S00005W Selling IP Office 2.00 hours Web 2S00041W Selling IP Office (Russian) 3.00 hours Delta Training IP Office 8.1 - Take this course for the latest information on the IP Office product On Demand 1S00093O Selling IP Office - Update Release 8.1 0.50 hours IP Office 8.0 - Take one of these courses for the latest information on the IP Office product On Demand 1S00137O Selling IP Office Update Release 8.0 0.50 hours On Demand 1S00141O Selling IP Office Update Release 8.0 (German) 0.50 hours On Demand 1S00144O Selling IP Office Update Release 8.0 (French) 0.50 hours On Demand 1S00142O Selling IP Office Update Release 8.0 (Italian) 0.50 hours On Demand 1S00143O Selling IP Office Update Release 8.0 (Spanish) 0.50 hours On Demand 1S00145O Selling IP Office Update Release 8.0 (Russian) 0.50 hours IP Office 7.0 - Take one of these courses to prepare for the 8.0 Delta Course On Demand 1S00042O Selling IP Office Update Release 7.0 German (German) 0.50 hours On Demand 1S00045O Selling IP Office Update Release 7.0 French (French) 0.50 hours On Demand 1S00043O Selling IP Office Update Release 7.0 Italian (Italian) 0.50 hours On Demand 1S00044O Selling IP Office Update Release 7.0 Spanish (Spanish) 0.50 hours Assessment Take one of the following assessments to earn the APSS - SME Communications Credential Assessment 2S00005A Selling IP Office - Assessment 1.00 hour Assessment 2S00041A Selling IP Office Assessment (Russian) 1.00 hour 10 Page August 24, 2012 V1
APSS - Unified Communications (APSS - 1100) To earn the APSS - UC Credential Courses Web 2U00146W Selling Avaya Aura Solutions for Unified Communications 3.00 hours Learning Link ASC00914OEN: Selling Avaya Aura to CS 1000 Clients Web 5321W Avaya Communication Server 1000 Release 7.0 Sales Overview 2.00 hours Web ASC00266WEN Selling Avaya one-x UC Soft Clients 2.00 hours Web ASC00265WEN Selling UC Messaging 3.00 hours Web 2642W Avaya CallPilot Part 1 1.00 hour Web 10342W Avaya CallPilot Part 2 1.00 hour Web ASC00790WEN Selling Avaya Solutions for Conferencing and Collaboration 4.00 hours Knowledge Sessions Avaya Aura Core On Demand 1A00035O Avaya Aura 6.2 L1 Sales Knowledge Session 0.50 hours On Demand 1A00036O Avaya Aura 6.2 L2 Sales Knowledge Session 0.50 hours Web ASC01050OEN Avaya Aura Solution for Midsize Enterprise 6.x - L1 0.50 hours Web ASC01051OEN Avaya Aura Solution for Midsize Enterprise 6.x - L2 0.50 hours Applications Web 2U00100O Selling the Avaya Agile Communication Environment (ACE) 3.x Level 1 0.50 hours Web 2U00101O Selling the Avaya Agile Communication Environment (ACE) 3.x Level 2 0.50 hours Messaging Learning Link Update - Selling Modular Messaging 5.2 Web 2M00090O Avaya Aura Messaging - Level 1 0.50 hours Web 2M00071O Avaya Aura Messaging - Level 2 0.50 hours Web 2U00104O Selling the Avaya Hospitality Messaging Server (HMS) 400 Level 1 0.50 hours Web 2U00105O Selling the Avaya Hospitality Messaging Server (HMS) 400 Level 2 0.50 hours Access Web 2U00021O Avaya Branch Gateway B5800 - L1 0.50 hours Web 2U00022O Avaya Branch Gateway B5800 - L2 0.50 hours Connection There are currently no Product Knowledge Sessions for this solution area Assessment Assessment 2U00147A APSS - UC Assessment 1.00 hour 11 Page August 24, 2012 V1
APSS - Contact Center (APSS - 1200) To earn the APSS - Contact Center Credential Courses Web ASC00201WEN Contact Center Industry Overview 1.00 hour Web ASC00673WEN Avaya Contact Center Fundamentals - Assisted Care 1.00 hour Web ASC00674WEN Avaya Contact Center Fundamentals - Performance Management 1.00 hour Web ASC00675WEN Avaya Contact Center Fundamentals - Automated Care 1.00 hour Web ASC00209WEN Competing with Avaya Solutions for Contact Center 1.00 hour Knowledge Sessions Assisted Experience Management On Demand 2C00118O Avaya Call Center Elite 6.2 Knowledge Session: What sales needs to know to lead 0.75 hours Web 2C00060O Avaya Aura Contact Center 6.2: Level 1 0.50 hours Web 2C00061O Avaya Aura Contact Center 6.2: Level 2 0.50 hours Learning Link ASC00683OEN: Interaction Center and Operational Analyst Knowledge Session Web 2C00015O Avaya one-x Agent 2.5 0.50 hours Performance Solutions Web 2C00116O Avaya Call Management System 16.3: Level 1 1.00 hour Web 2C00117O Avaya Call Management System 16.3: Level 2 1.00 hour Web 2C00017O Avaya IQ 5.2: Level 1 0.50 hours Web 2C00018O Avaya IQ 5.2: Level 2 0.50 hours On Demand 2C00121O Avaya Aura Workforce Optimization 11.0 Level 1 Sales Knowledge Session 0.50 hours On Demand 2C00122O Avaya Aura Workforce Optimization 11.0: Level 2 Sales Knowledge Session 0.50 hours Automated Experience Management Web 2C00119O Avaya Contact Center Control Manager 6.3: Level 1 1.00 hour Web 2C00120O Avaya Contact Center Control Manager 6.3: Level 2 1.00 hour Web 2C00062O Avaya Aura Experience Portal 6.0: Level 1 0.50 hours Web 2C00063O Avaya Aura Experience Portal 6.0: Level 2 0.50 hours Web 2C00064O Avaya Aura Orchestration Designer 6.0 0.50 hours Web ASC00686OEN Intelligent Call Routing Knowledge Session 0.50 hours Web 2C00012O Proactive Contact 5.0: Level 1 0.50 hours Web 2C00013O Proactive Contact 5.0: Level 2 0.50 hours On Demand 2C00157O Avaya Proactive Outreach Manager 2.5 Sales Knowledge Session 0.50 hours Assessment Assessment ASC03003AEN APSS - Contact Center Assessment 1.00 hour 12 Page August 24, 2012 V1
APSS - Avaya Networking (APSS - 1300) To earn the APSS - Avaya Networking Credential Courses On Demand 2D00039O Selling Avaya Networking Solutions 1.00 hour On Demand 2D00083O Unified Branch Solutions 1.00 hour On Demand 2D00047O Avaya Access Control Solutions 1.00 hour On Demand 2D00171O Avaya Wireless LAN Solutions 1.00 hour On Demand 2D00049O Network Management for Avaya Networking Solutions 1.00 hour On Demand 2D00038O Avaya Campus Edge Networking 1.25 hours On Demand 2D00042O Avaya Data Center Networking 1.00 hour On Demand 2D00045O Avaya Campus Core Networking 1.00 hour Knowledge Sessions Ethernet Switching On Demand 1D00019O Avaya VENA Enterprise Fabric 0.50 hours On Demand 1D00065O ERS 3500 Knowledge Session L1 0.50 hours On Demand 1D00066O ERS 3500 Knowledge Session L2 0.50 hours Unified Communications Management There are currently no Product Knowledge Sessions for this solution area Wireless Networking There are currently no Product Knowledge Sessions for this solution area Assessment Assessment 2D00054A APSS Avaya Networking - Assessment 1.00 hour 13 Page August 24, 2012 V1
6.2 Avaya Professional Design Specialist (APDS) APDS - Unified Communications (APDS - 2000) To earn the APDS - UC Credential Courses Web 3U00035W Avaya Aura Hardware and Architecture Basics for Design 3.50 hours On Demand 3U00036O Designing Avaya Aura Communication Manager Technical Sales L1 1.50 hours On Demand 3U00037O Designing Avaya Communication Server 1000 - Technical Sales L1 1.50 hours On Demand 3U00039O Designing Avaya Aura Session Manager - Technical Sales L1 1.50 hours On Demand 3U00038O Designing Avaya Aura System Manager - Technical Sales L1 1.00 hour On Demand 3U00125O Designing Avaya Aura Presence Services - Technical Sales L1 1.00 hour Web 3U00034W Designing Avaya Agile Communication Environment (ACE) 3.00 hours On Demand 3U00127O Designing Avaya Aura Application Enablement Services (AES) Technical Sales L1 2.00 hours On Demand 3U00040O Designing UC Messaging - Heritage - Technical Sales L1 2.00 hours On Demand 3U00041O Designing UC Messaging - Avaya Aura Messaging - Technical Sales L1 2.00 hours Web 3U00044W Designing Avaya one-x UC Soft Clients 3.00 hours On Demand 3U00120O Designing Avaya Branch Gateway B5800 - Technical Sales L1 1.00 hour Web 3U00134W Designing Avaya Aura - Solution Scenarios 1.50 hours Knowledge Sessions Avaya Aura Core There are currently no Product Knowledge Sessions for this solution area Applications On Demand 3U00025O Designing Avaya Aura Conferencing 7.0 - Tech Sales L1 2.00 hours Messaging There are currently no Product Knowledge Sessions for this solution area Access On Demand 3U00131O Designing Avaya Flare Experience - Tech Sales L1 1.00 hour Connection There are currently no Product Knowledge Sessions for this solution area Assessment Assessment 3U00122A APDS Unified Communications Assessment 2.00 hours 14 Page August 24, 2012 V1
APDS - CC (APDS - 2100) Fundamental Skills and Capabilities: To maximize the value of this curriculum and improve preparation for the associated assessments: Learning Link APSS - Contact Center (CC) To earn the APDS - CC Credential Courses On Demand 3C00195O Avaya Contact Center Solutions Overview 1.00 hour On Demand 3C00155O Designing a Winning Solution for Contact Center Performance Management Solutions 2.50 hours On Demand 3C00160O Designing a Winning Solution for Contact Center Assisted Experience Management 2.50 hours On Demand 3C00161O Designing a Winning Solution for Contact Center Automated Experience Management 2.50 hours Knowledge Sessions Assisted Experience Management Web 3C00091O Avaya Aura Contact Center 6.2 Technical Sales Knowledge Session 1.00 hour On Demand 3C00165O Avaya Interaction Center/Operational Analyst (IC/OA) Technical Sales Knowledge Session 1.50 hours Performance Solutions Web 3C00094O Avaya IQ 5.2 Technical Sales Knowledge Session 1.00 hour On Demand 3C00100O Avaya Call Management System 16.3 Technical Sales Knowledge Session 2.00 hours On Demand 3C00101O Avaya Aura Workforce Optimization 11.0 Technical Sales Knowledge Session 1.50 hours Automated Experience Management Web 3C00093O Avaya Aura Contact Center Experience Portal 6.0 Technical Sales Knowledge Session 1.00 hour Web 3C00095O Avaya Contact Center Control Manager 6.3 Technical Sales Knowledge Session 1.00 hour On Demand 3C00142O Avaya Proactive Outreach Manager 2.5 Technical Sales Knowledge Session 1.50 hours Assessment Assessment 3C00164A Avaya Professional Design Specialist (APDS) Contact Center Curriculum Assessment 1.00 hour 15 Page August 24, 2012 V1
APDS - Avaya Networking (APDS - 2200) Fundamental Skills and Capabilities: To maximize the value of this curriculum and improve preparation for the associated assessments: Learning Link APSS - Avaya Networking To earn the APDS - Avaya Networking Credential Courses Web 3D00052W Avaya Wireless LAN Design 3.00 hours Web 3D00047W Avaya Access Control Design 2.00 hours Web 3D00048W Unified Branch Design 1.00 hour Web 3D00049W Managing Avaya Networking Solutions 1.00 hour On Demand 3D00014O Avaya Network Components 3.00 hours On Demand 3D00013O Avaya Data Center Design 2.50 hours On Demand 3D00015O Avaya Campus Design 3.00 hours Knowledge Sessions Ethernet Switching There are currently no Product Knowledge Sessions for this solution area Unified Communications Management There are currently no Product Knowledge Sessions for this solution area Wireless Networking There are currently no Product Knowledge Sessions for this solution area Assessment Assessment 3D00057A APDS Avaya Networking - Assessment 1.00 hour 16 Page August 24, 2012 V1
Appendix A - APSS and APDS Knowledge and Skills Matrices APSS Avaya Professional Sales Specialist APDS Avaya Professional Design Specialist Goal Description Audience Feet on the street Sales Portfolio Overview Competitive Overview Portfolio Market Review Evaluate customer s needs, wants, desires Initiate application discovery Based on the customer s environment, provide a solution that meets the customer s business needs Communicate business value Compare, contrast and position a solution over a competitor Know where to find current competitive analysis Prepare a proposal Apply an overview of products Close the sale Overcome objections (competition, price) Discuss Return on Investment strategies where appropriate Market industry and trends Define the high level overviews of the solutions & components * Contain Avaya specific tools, processes, strategy Avaya Associates Avaya Channel Partners Design Portfolio Deeper Dive Design 2 Win Upgrade & Integration Conduct application discovery Clarify customer's request, current configuration and future needs Whiteboard and determine a solution Configure the solution in a pricing tool Plan and validate solution design with the customer Present proposal to customer Create Architectural Design drawing for the customer Recommend migration strategies for integrated portfolios Incorporate design for 3rd party Integration *Contain Avaya specific tools, processes, strategy Avaya Associates Avaya Channel Partners 17 Page August 24, 2012 V1
Mastery APSS Avaya Professional Sales Specialist The individual will be prepared to sell the products comprising a given portfolio with deep understanding of customer need and competitive offers Evaluate a customer s needs, wants, and desires (assumed knowledge) Describe Avaya s solution at a high level Match products with the customer s need Communicate business value List support services that are available APDS Avaya Professional Design Specialist The individual will be able to whiteboard design, use sales design tools, and create competitive offers Conduct application discovery Clarify a customer s request, current configuration and future needs Whiteboard and determine a solution Configure the solution in a pricing tool Plan and validate solution design with customer Present proposal to customer (End of document) 18 Page August 24, 2012 V1