Technical Account Manager (TAM)
The Technical Account Manager (or TAM for short) is your dedicated Pia expert with technical knowledge of the product. The TAM complements and facilitates technical activities alongside the Project scope as required in your Pia Journey.
We understand that your team is always busy - MSPs often struggle to put the most important thing they can do for their business in front the "urgent" items they deal with every day.
The TAM's purpose is to facilitate your Automation goals and focus in your team to unlock the full potential of the Pia automation product. Our TAM's are fully versed in all of the ways which Pia can be configured to maximize the efficiencies your team can gain with Pia.
TAM Activities
Configuration
- Client Config
- Refresher Training (Pia Admin)
- Custom Automation (Getting Started: Hands-On Training)
- Extended Automation Training
Adoption
Triage
SmartForms
Adoption Analysis Activity
Pia comes with 60 automations. It will take your Service Desk some time to adopt all of the available automations in Pia. In this session, we will show you techniques to help your Service Desk review and learn Pia's Automations. The closer your team is aligned to Pia, the easier it is for your team to succeed in your Pia automation journey.
In this session we cover:
- Techniques for improving your teams uptake of Pia
- We will review the Pia Adoption Report together with your team
- Questions and Answers about any of the automations and how they can be configured for different scenarios
The top 10 Pia Automations are:
- Reset Password
- Staff Onboarding
- Staff Offboarding
- Add / Remove Contacts To A Group
- Change Calendar Permissions
- Add / Remove User To A Group
- Grant Mailbox Permissions
- Setup Mail Forwarding
- Change User Details
- Unlock User Account
As a starting point, try to find a ticket for the top 10 automations for your 5 largest clients in a single month. That's 50 tickets which Pia can do!
Note: Use this in combination with your own ticket data to discover what automations you'll get the most value out of.
To prepare for this activity, you should:
- Make sure you understand any blocks to using Pia in your Service Desk team (Talk to your team!)
- Read our best practices to get a better idea of what goals your team should aim for
Who should you bring?
- The person(s) who will be using Pia day to day (Pia Champion)
- Your Service Desk Team Lead (Pia Manager)
- The person responsible for configuring Pia (Pia Admin, Optional)
Session Structure:
- Introduction to the adoption report
- Extracting data from the adoption report for analysis in Excel
- Analysis questions to ask yourself:
- Why are there 0 executions for XYZ automations?
- Check missed opportunities to understand where pia could have been used but wasn't
- Look at your top clients and check how many automation runs you would expect for certain ticket types
- How to help Pia learn from your tickets (Influencing Pia's AI)
Triage Session 1 - Configuration
Pia's Triage uses AI to understand, categorize and distribute incoming requests. In this TAM session, we will cover:
- Introduction to Pia Triage
- Ticket Stamping (Automatic classification of tickets)
- Ticket Routing (Getting the ticket to where it needs to go)
- Turning "Simulate Mode" on - trialing your new triage configuration!
To prepare for this activity, you should:
- Read our best practices about how other partners leverage Pia Triage to get the most out of Pia in their service desk
- Familiarize yourself with our Triage Automation
Who should you bring?
- A person familiar with your existing dispatch / ticket allocation process
- Someone with authority to make decisions about changes to your dispatch process (operationally) which may affect your service desk team
- Your Pia Manager
- Your Pia Admin
This session will cover:
Triage Session 2 - Go-Live
A detailed walk through of results from triage simulation mode (as enabled in Triage Session 1 - Configuration). In this session, we will cover:
- A review of the tickets which Pia would have triaged (simulation of triage workflow)
- Verify configuration based on results of Triage simulation
- Activate Pia Triage (turn "Simulate Mode" off) and verify it is working with a test ticket
As an outcome of this session, Pia Triage should be activated - or an action be set for either Pia or the Partner to activate Triage at an agreed time.
Who should you bring?
- A person familiar with your existing dispatch / ticket allocation process
- Someone with authority to make decisions about changes to your dispatch process (operationally) which may affect your service desk team
- Your Pia Manager
- Your Pia Admin
You can read more about how to influence the results of Triage here: Influencing Pia's AI
Triage Session 3 - Review
Once Pia Triage has been running for a few weeks, we can spend some time to review the results and actions which Triage has taken to optimize and improve the performance of your Triage workflow. In this session, our TAM will walk you through adoption analysis post Triage going live to see if there are improvement and more room for opportunity.
This can also include identifying additional category mappings or ticket types which we can create specific workflow rules in Pia Triage to handle additional scenarios which did not appear during the initial configuration.
Who should you bring?
- A person familiar with your existing dispatch / ticket allocation process
- Someone with authority to make decisions about changes to your dispatch process (operationally) which may affect your service desk team
- Your Pia Manager
- Your Pia Admin
Introduction to SmartForms
In this session, we will walk you through the Pia AIDesk SmartForms add-on and its capabilities. This session will cover the following:
- What is SmartForms? (demonstration)
- Activating SmartForms
- How to access and submit forms via the SmartForms Portal
- SmartForms Configuration Options and Zero Touch Automation
Who should you bring?
- Your Pia Admin
- A Client Account Manager who will know which clients you will want to enable SmartForms for
- Your Pia Champion(s)
Take a look at the SmartForms articles to help you prepare your questions for the meeting.
SmartForms Configuration
Now that your team has signed up to of Pia SmartForms, its time to configure!
In this session, we will:
- Enable SmartForms for specific clients
- Submit test SmartForm(s) on behalf of a client
- Verify configuration is working and correct user access has been granted
To prepare for this activity, you should:
- Decide which clients you wish to enable SmartForms for
- Decide which automations you wish to grant to the clients which will be configured to use SmartForms
- Decide which users for your clients should have access to SmartForms and what level of access they should have
Who should you bring?
- Your Pia Admin
- Your Pia Manager (optional)
Activity: Q&A for Pia Champions
This is an open session for feedback about your usage of Pia's AIDesk Automations and the Pia Chatbot. We typically run this session early in your engagement with Pia's automations and this session is a great opportunity for your team to ask our TAM's questions about the product.
Often in these sessions, we see questions like: "What steps does this automation take?", "This automation does something different for Client A vs. Client B, why?" and "When I'm having issues, how can I troubleshoot?"
In this session:
- Pia will have a technical resource (TAM) available on the call to answer your technical and product questions
To prepare for this activity, you should:
- While using the Pia product, think about questions or issues you encounter and take notes
- Come to the session with a list of questions/issues to discuss
- Be specific to tickets or automations you have run with Pia
Who should you bring?
- Your Pia Champion(s)
- Your Pia Admin
- Your Pia Manager
Activity: Client Config
Session Run Time - 1 Hour
In this session, Pia will help you identify and configure additional clients to extend activated clients as completed during the initial implementation of Pia.
Often, the scope of clients during initial implementation is limited to allow a faster onboarding to give your team hands on experience with Pia's Automations sooner. This session allows us to come full circle and move towards configuring all clients within the scope of your Pia subscription.
In this session:
- We will review the process of how to configure clients in Pia with you
- We will configure as many clients with you as the session allows, including deployment of the Pia Agent
- The Pia TAM (Technical Account Manager) running the session will be able to answer any questions you have about client configuration
To prepare for this activity, you should:
- Have an understanding of the clients you wish to configure in Pia
- Review your own understanding of the process involved to configure Pia clients as done in the initial project implementation
- Ensure that you have the required details for the clients you wish to configure prepared before the session
- Remove any blocks preventing you from configuring clients, such as:
- Ensure you can rollout agents via your RMM for the clients
- Ensure you have Office 365 admin credentials ready to go
Who should you bring?
- Your Pia Admin
- Your Pia Manager (optional)
Resources:
Process Alignment Activity
At this point in your Pia Journey, you should be able to align Pia's Automations to your processes. In this session, we want you to share your process by walking through a few tickets for your clients using Pia's automations.
The main outcome of this session is to ensure that Pia is aligned to your process. Our TAM will do this by checking and tweaking the configuration for the automations and teaching you how to do the same. We can also identify gaps which cannot be addressed by configuration but can be filled with a custom Pia Automation or Extension Automation (Note: We can book separate sessions for custom automation training).
In this session:
- Your Pia Champion(s) will share screen and run through a few Pia tickets
- Our TAM's will answer questions about the automations and identify and address configuration gaps
- (Optional) we can help identify gaps which can be filled via custom automations (if your team is interested in learning how to create custom automations and extensions)
To prepare for this activity, you should:
- Have a few tickets ready to go for the session which you can use to run Pia Automations
- Ideally, the tickets you pick should be across different types of automations and for scenarios or clients which you have questions about or issues with
Who should you bring?
- Your Pia Champion(s)
- Your Pia Admin