Commit 67cabe15 authored by Ernst van Nierop's avatar Ernst van Nierop

support and sales pages

parent 54556785
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title: University | Sales Path
---
## Sales Boot Camp
**Goal:** Prepare new salespeople at GitLab
Each week there are learning goals and content to support the learning of the salesperson.
The goal of this boot camp is to have every salesperson prepared to help buyers navigate
the purchase of GitLab EE.
The General Boot Camp is divided in stages that correlate to the `Weeks` schedule
mentioned in here. Work on one stage per week.
Always start with the [General Boot Camp](../#general-boot-camp) and then work
your way here for more advanced and specific training.
### Week 1
Follow the [General Boot Camp](../#general-boot-camp) and concentrate on it
during your first week.
### Week 2
**Communicate the key differentiators between GitLab
offerings and GitLab competition**
1. Understanding DevOps?
- [Understanding DevOps](https://youtu.be/HpZBnc07q9o)
- [DevOps at IBM](https://www.youtube.com/user/IBMRational)
- [DevOps Where To Start](https://www.youtube.com/watch?v=CSrKwP1QrjE)
- [Agile & DevOps](https://www.youtube.com/watch?v=WqoVeGFjK9k)
- [Problem Solving with DevOps](https://www.youtube.com/watch?v=pTq9hFBWPeM)
### Week 3
**Learn how to pitch GitLab Enterprise Edition focused on the
key selling points of EE.**
1. [Demo of GitLab.com](https://www.youtube.com/watch?v=WaiL5DGEMR4)
1. [Client Demo of GitLab with Job and Haydn](https://gitlabmeetings.webex.com/gitlabmeetings/ldr.php?RCID=ae7b72c61347030e8aa75328ed4b8660)
1. [Sales Onboarding materials](/handbook/sales-onboarding/)
### Week 4
**Create a lead, check if lead is using CE, create a task, convert
lead to opportunity, add a product to the opportunity, create a quote, close
win the opportunity, create a renewal opportunity and invoice the client.**
1. Review in order, learning material on our [Sales Procss](https://about.gitlab.com/handbook/sales-process/) page.
1. Login to [Salesforce.com](http://www.salesforce.com/), you should receive an
email asking you to change your password. Once you are in Salesforce, please
familiarize yourself wth these reports/views as they will be critical in helping
you manage your business.
- [Your Current Month Pipeline](https://na34.salesforce.com/00O61000001uYbM) This view is to focus you on what you are committing to closing this month. Are you in the right stage? What is needed to advance the sale to the next stage?
- [Your Total Pipeline](https://na34.salesforce.com/00O61000001uYbR) This view should be used to identify where you are going and where you need focus to ensure you are successful. What needs to to close and/or where you need to build up your pipleine - new business, expansion, add-on
- [Your Leads](https://na34.salesforce.com/00Q?fcf=00B610000027qT9&rolodexIndex=-1&page=1) This view should be used to make sure you are followign up on each lead in a timely manner and have a plan on how you qualify or disqualify a lead.
* [Your Personal Dashboard](https://na34.salesforce.com/01Z61000000J0gx) This dashboard should be used to understand where you have been, where you are at, where are you going and do you have the pipeline to get to where you need to be.
* [Accounts you Own](https://na34.salesforce.com/001?fcf=00B61000001XPLz) This view is to be used to identify expansion opportunities, who you have neglected and the mix of customers to prospects you are working
[» Back](/university)
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**This page has been moved to https://university.gitlab.com/sales/**
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title: University | Support Path
---
## Support Boot Camp
**Goal:** Prepare new Service Engineers at GitLab
For each stage there are learning goals and content to support the learning of the engineer.
The goal of this boot camp is to have every Service Engineer prepared to help our customers
with whatever needs they might have and to also assist our awesome community with their
questions.
Always start with the [General Boot Camp](../#general-boot-camp) and then work
your way here for more advanced and specific training. Once you feel comfortable
with the topics of the current stage, move to the next.
### Stage 1
Follow the [General Boot Camp](../#general-boot-camp), concentrate on it
during your first Stage, but also:
1. Perform the [first steps](/handbook/support/onboarding.html#first-steps) of
the on-boarding process for new Service Engineers
### Stage 2
Complement the [General Boot Camp](../#general-boot-camp) with these topics:
1. Get to know GitLab by installing the [GDK](https://gitlab.com/gitlab-org/gitlab-development-kit)
1. [Installation Methods](/installation/):
- Omnibus
- Docker
- [Source](https://gitlab.com/gitlab-org/gitlab-ce/blob/master/doc/install/installation.md)
1. Migrate GitLab from CE to EE
1. Learn about our Integrations (specially, not only):
- [LDAP](http://doc.gitlab.com/ee/integration/ldap.html)
- [JIRA](http://doc.gitlab.com/ee/project_services/jira.html)
- [Jenkins](http://doc.gitlab.com/ee/integration/jenkins.html)
- [SAML](http://doc.gitlab.com/ce/integration/saml.html)
### Stage 3
1. Familiarize yourself with ZenDesk
- [UI Overview](https://support.zendesk.com/hc/en-us/articles/203661806-Introduction-to-the-Zendesk-agent-interface)
- [Updating Tickets](https://support.zendesk.com/hc/en-us/articles/212530318-Updating-and-solving-tickets)
- [Working w/ Tickets](https://support.zendesk.com/hc/en-us/articles/203690856-Working-with-tickets) *Read: avoiding agent collision.*
1. Learn about the future at GitLab: [Direction Page](/direction/)
1. Dive into our ZenDesk support process by reading how to [handle tickets](/handbook/support/onboarding.html#handling-tickets)
1. Perform a downgrade from [EE to CE](http://doc.gitlab.com/ee/downgrade_ee_to_ce/README.html)
1. [Restore](http://doc.gitlab.com/ee/raketasks/backup_restore.html) a GitLab instance from a backup
1. Start getting real world experience by handling real tickets. Begin with new
tickets from the lowest [priority channels](/handbook/support#support-channels)
that are listed on the Support page, and then address any backlog that may
1. **Tip:** Read through old tickets that your colleagues have worked on
### Stage 4
1. Advanced GitLab topics
- Set up and try [Git Annex](http://doc.gitlab.com/ee/workflow/git_annex.html)
- Set up and try [Git LFS](http://doc.gitlab.com/ee/workflow/lfs/manage_large_binaries_with_git_lfs.html)
- Get to know the [GitLab API](http://doc.gitlab.com/ee/api/README.html),
its capabilities and shortcomings
- Learn how to [migrate from SVN to Git](http://doc.gitlab.com/ee/workflow/importing/migrating_from_svn.html)
- Set up [GitLab CI](http://doc.gitlab.com/ee/ci/quick_start/README.html)
- Create your first [GitLab Page](http://doc.gitlab.com/ee/pages/administration.html)
- Migrate from a [source installation to Omnibus](http://doc.gitlab.com/omnibus/update/README.html#upgrading-from-a-non-omnibus-installation-to-an-omnibus-installation)
1. Join Support Calls by asking with your colleagues to invite you
exist for those channels.
1. Create an issue on the internal Organization tracker to schedule time with
the DevOps / Production team, so that you learn how to handle GitLab.com
going down. Once you are trained for this, you are ready to be added to the
on-call rotation.
1. Get to know the GitLab Codebase by reading through the source code:
- Find the differences between the [EE codebase](https://gitlab.com/gitlab-org/gitlab-ce)
and the [CE codebase](https://gitlab.com/gitlab-org/gitlab-ce)
1. Ask as many questions as you can think of on the `#support` chat channel
[» Back](/university)
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**This page has been moved to https://university.gitlab.com/support/**
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