Professional Credential Guide
Avaya Professional Sales Specialist (APSS)
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
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.
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
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.
•
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.
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
Specialist
Avaya Professional Sales Specialist (APSS) SMECommunications (1)
Contact Center (1)
Networking (1) Unif ied Communications (2)
Account Executive
Design
Specialist
Avaya Professional Design Specialist (APDS)Contact Center (1)
Networking (1) Unif ied Communications (2)
Sales Engineer
Sales / Design Authorization
Solution Tracks
Small and Medium Enterprise (SME) Communications Unified Communications Contact Center Networking Professional Role5 APSS
Credentials
4 APDS
Credentials
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
Details on individual APSS and APDS credential assessment requirements, including core
training course curriculum maps are available in Section 6
.
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.
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.
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
For questions about the Avaya Credential Program and scheduling training please contact the
Avaya Learning Helpdesk.
•
•
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
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
On Demand 1S00093O Selling IP Office - Update Release 8.1 0.50 hours - Take this course for the latest information on the IP Office product
IP Office 8.0
On Demand 1S00137O Selling IP Office Update Release 8.0 0.50 hours - Take one of these courses for the latest information on the IP Office product
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
On Demand 1S00042O Selling IP Office Update Release 7.0 German (German) 0.50 hours - Take one of these courses to prepare for the 8.0 Delta Course
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
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
On Demand 1A00035O Avaya Aura 6.2 L1 Sales Knowledge Session 0.50 hours Avaya Aura Core
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 Web 2U00100O Selling the Avaya Agile Communication Environment (ACE) 3.x Level 1 0.50 hours Applications
Web 2U00101O Selling the Avaya Agile Communication Environment (ACE) 3.x Level 2 0.50 hours Learning Link Update - Selling Modular Messaging 5.2
Messaging
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
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
On Demand 2C00118O Avaya Call Center Elite 6.2 Knowledge Session: What sales needs to know to lead 0.75 hours Assisted Experience Management
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 Web 2C00116O Avaya Call Management System 16.3: Level 1 1.00 hour Performance Solutions
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 Web 2C00119O Avaya Contact Center Control Manager 6.3: Level 1 1.00 hour Automated Experience Management
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
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
On Demand 1D00019O Avaya VENA Enterprise Fabric 0.50 hours Ethernet Switching
On Demand 1D00065O ERS 3500 Knowledge Session L1 0.50 hours On Demand 1D00066O ERS 3500 Knowledge Session L2 0.50 hours 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
Assessment
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
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
Web 3C00091O Avaya Aura Contact Center 6.2 Technical Sales Knowledge Session 1.00 hour Assisted Experience Management
On Demand 3C00165O Avaya Interaction Center/Operational Analyst (IC/OA) Technical Sales Knowledge Session 1.50 hours
Web 3C00094O Avaya IQ 5.2 Technical Sales Knowledge Session 1.00 hour Performance Solutions
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
Web 3C00093O Avaya Aura Contact Center Experience Portal 6.0 Technical Sales Knowledge Session 1.00 hour Automated Experience Management
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
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
There are currently no Product Knowledge Sessions for this solution area 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
Assessment
Appendix A - APSS and APDS Knowledge and Skills Matrices
APSS
Avaya Professional Sales Specialist
APDS
Avaya Professional Design Specialist
Goal ”Feet on the street” Sales
Portfolio Overview Competitive Overview Portfolio Market Review
Design
Portfolio Deeper Dive Design 2 Win
Upgrade & Integration
Description • 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)
• 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
APSS
Avaya Professional Sales Specialist
APDS
Avaya Professional Design Specialist
Mastery 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
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
