logo
Duis autem vel eum iriure dolor in hendrerit in vulputate velit esse molestie consequat, vel illum dolore eu feugiat.

2019 Session Tracks & Descriptions

PowerUp your learning by planning a custom schedule!

We have created several sample content tracks based on common roles and responsibilities, but also encourage you to choose classes that best support your work and meet your individual needs.

Check out the Sessions page for class times.

Technical Installation

The Technical Installation track focuses on leveraging Alarm.com’s recommended, beginning-to-end, best practices to successfully install and configure customer’s equipment. You will learn how to reduce truck rolls, resolve common challenges at the time of installation, and use MobileTech to increase efficiency.

Sessions:
Pre-Installation Keys to Success + -

The pre-installation course drives home the importance of being prepared for an install before it even occurs. You will learn the most effective way to complete an install by setting yourself up for success by leveraging Alarm.com’s MobileTech tools and gaining valuable product knowledge to increase install efficiency.

Learn how to:

  • Use MobileTech’s pre-install tools to prepare for your install
  • Determine Video and Z-Wave requirements to generate successful installs
  • Focus on ideal mounting locations inside the home or business
  • Come prepared to a job with all the background information you need to install the system
Effective Installations with MobileTech + -

Leverage MobileTech’s programming tools to make sure you complete installations faster! MobileTech is always evolving and releasing new tools to help make sure your installs are efficient as possible.

Learn how to:

  • Navigate each programming tab in MobileTech
  • Install security devices with MobileTech
  • Use system check to your advantage
  • Troubleshoot common challenges experienced when installing devices
  • Manage security equipment and settings through Remote Toolkit and the Command Catalog
Z-Wave Installation + -

The Alarm.com Z-Wave course focuses on using MobileTech and Partner Portal tools to install, troubleshoot, and resolve common challenges experienced in the field.

Learn how to:

  • Create strong mesh networks through Network Wide Inclusion
  • Diagnose network degradation
  • Resolve Z-Wave device “drop-offs”
  • Diagnose and resolve device malfunctions
  • Repair failed networks without factory resetting
  • Troubleshoot intermittent Z-Wave device connectivity
  • Remotely configure automation rules, scenes, and schedules
Alarm.com Video Installation + -

The Alarm.com Video Installation course focuses on boosting first time, successful video camera installs.

Learn how to:

  • Implement Alarm.com’s recommended best practices for camera installation
  • Use MobileTech to install Alarm.com’s residential and business video cameras
  • Install and configure the Stream Video Recorder (SVR)
  • Install and wire the Doorbell Camera to a digital chime
  • Configure the Alarm.com W100 PoE to Wi-Fi bridge
  • Optimally set up Video Motion Detection windows
  • Understand Alarm.com advanced video camera settings
  • Understand customer recording schedules and notification configurations
Access Control Installation Basics + -

Alarm.com Access Control is a key addition to your product offering. This course takes you through the key differentiators, device wiring, and customer configuration of Smarter Access Control.

Learn how to:

  • Understand Access Control fundamentals and Alarm.com Access Control key differentiators
  • Recognize which products are compatible with Alarm.com
  • Wire the Alarm.com controller and REX devices
  • Configure and set up key cards, users, and schedules
HVAC & Smart Thermostat Installation + -

The HVAC and Smart Thermostat course helps increase confidence and comfort when installing thermostats.

Learn how to:

  • Understand the key components of the HVAC unit
  • Recognize compatible HVAC systems
  • Install the Alarm.com Smart Thermostat
  • Wire a thermostat
  • Understand advanced settings on the Smart Thermostat
  • Record and configure thermostat schedules
Driving Customer Engagement + -

The most important part of an install is getting your customer connected to their Alarm.com account. The Customer Experience course will teach you our best practices for enabling customers to get the most out of their system!

Learn how to:

  • Engage your customer from Day 1
  • Use the Setup Wizard to your advantage
  • Create Rules, Schedules, Scenes, Notifications, Users, and Logins for each customer demographic
  • Maintain engagement across the customer lifecycle
C.O.R.E. Command Center + -

The C.O.R.E. Command Center provides attendees with a unique opportunity to spend time with team members from our C.O.R.E. Support Center. Take a deep dive into how we provide Best In The World service to our partners.

Learn how to:

  • Effectively manage a support call using various soft skills tactics such as providing steps in a way the caller understood, responding empathically & more
  • Utilize Alarm.com’s resources to deliver verified & correct solutions or next steps while troubleshooting
  • Critically think through troubleshooting behaviors by understanding/identifying the root cause & following logical and applicable steps towards a resolution

Technical Troubleshooting

Courses within the Technical Troubleshooting track will help you uncover and resolve time consuming challenges seen in the field. These courses will focus on using Alarm.com’s wide swath of troubleshooting tools, available through MobileTech or the Partner Portal, to resolve these challenges.

Sessions:
Remote Toolkit Troubleshooting + -

Stay ahead of the curve and learn how to mitigate support costs by leveraging the Remote Toolkit. You will learn how to make necessary adjustments to customer’s accounts without ever having to roll a truck.

Learn how to:

  • Use system check to diagnose trouble conditions
  • Explore the command catalog to troubleshoot equipment remotely
  • Make adjustments based on the accounts signaling
  • Adjust and program security equipment devices and settings remotely
  • Event and Account history command recognition
  • Use Login with Access vs Login Read Only
  • Remotely create customer scheduling, rules, and notification configurations
  • Search the Knowledge Base to solve challenges
Remote Video Troubleshooting + -

The Alarm.com Video Troubleshooting course focuses on key techniques to overcome common and uncommon challenges experienced in the field when working with Alarm.com video cameras.

Learn how to:

  • Diagnose wireless range challenges
  • Overcome “Failed Camera Install” error messages
  • Respond when your camera won’t connect to the router
  • Resolve live video viewing challenges
  • Log into routers and make adjustments
  • Handle router changes – new router and SSID/Password adjustments
  • Troubleshoot when cameras aren’t recording clips
  • Troubleshoot doorbell cameras
HVAC & Smart Thermostat Installation + -

The HVAC and Smart Thermostat course helps increase confidence and comfort when installing thermostats.

Learn how to:

  • Understand the key components of the HVAC unit
  • Recognize compatible HVAC systems
  • Install the Alarm.com Smart Thermostat
  • Wire a thermostat
  • Understand advanced settings on the Smart Thermostat
Driving Customer Engagement + -

The most important part of an install is getting your customer connected to their Alarm.com account. The Customer Experience course will teach you our best practices for enabling customers to get the most out of their system!

Learn how to:

  • Engage your customer from Day 1
  • Use the Setup Wizard to your advantage
  • Create Rules, Schedules, Scenes, Notifications, Users, and Logins for each customer demographic
  • Maintain engagement across the customer lifecycle
C.O.R.E. Command Center + -

The C.O.R.E. Command Center provides attendees with a unique opportunity to spend time with team members from our C.O.R.E. Support Center. Take a deep dive into how we provide Best In The World service to our partners.

Learn how to:

  • Effectively manage a support call using various soft skills tactics such as providing steps in a way the caller understood, responding empathically & more
  • Utilize Alarm.com’s resources to deliver verified & correct solutions or next steps while troubleshooting
  • Critically think through troubleshooting behaviors by understanding/identifying the root cause & following logical and applicable steps towards a resolution

Sales & Marketing

This track leverages Alarm.com’s Growth & Productivity Services to help you acquire more customers and close more sales.  If you’re interested in Alarm.com’s state-of-the-art sales tools and selling strategies, or in growing your business with new market opportunities, this is the track for you.

Sessions:
Increasing Customer Value Workshop + -

Take a deep dive into engagement opportunities, including hands-on practice in creating and maintaining upsell campaigns.

Learn how to:

  • Earn more RMR through the Customer Connections program
  • Build and maintain In-App Upsell campaigns
  • Increase customer engagement and lowering attrition
Product Compatibility + -

Have you ever sold a product to a customer that ended up not working out due to “product limitations” or “incompatibility”? This course will teach you the essentials you need to know to feel confident in offering a specific product to your customer and knowing it will work!

Learn how to:

  • Accurately articulate the Alarm.com video and automation product suite
  • Determine Z-Wave compatibility and limitations
  • Understand when to add Z-Wave repeaters
  • Ensure your customer’s network can host video devices
Accelerating Home Security Sales + -

Accelerate your home security sales by transforming your sales team into smarter security consultants that work with customers to build tailored solutions that provide increased security, convenience, and peace of mind.

Learn how to:

  • Conduct Needs Analyses, including asking probing and key questions, uncovering customers’ concerns, and launching a trial close
  • Overcome objections based on price, market landscape, the decision makers present, and customer indecision
  • Adapt to your communication style to better interact with customers and close more sales
Accelerating Business Security Sales + -

Acquire the sales skills you’ll need to expand and grow into the small and medium business security space.

Learn how to:

  • Successfully prospect new customers
  • Differentiate between product features and benefits
  • Identify pain points between different business verticals and creating smarter security solutions that meet those specific needs
  • Conduct Needs Analyses, including asking probing and key questions, uncovering customers’ concerns, and launching a trial close
  • Overcome objections and customer hesitations
  • Determine if an existing thermostat is compatible
  • Offer the correct garage door solution to your customer
Marketing Your Business Workshop + -

Get insights on what customers are looking for today and adjust your marketing strategy to attract higher-value prospects!

Learn how to:

  • Identify your business’ brand
  • Evaluate your online presence, make adjustments, and increase your marketing effectiveness
  • Navigate Alarm.com’s Marketing Portal and utilizing co-branded resources to attract new customers
Building Your Social Media Workshop + -

Learn how to build your online presence on Facebook, Twitter and Instagram to attract high quality leads.

Learn how to:

  • Build your editorial content calendar
  • Utilize Alarm.com resources to create fresh, dynamic social media content
  • Leverage Alarm.com’s social media presence to attract more customers
Leveraging your Sales Tools – Home Security + -

Expand your arsenal by learning to use Alarm.com’s tools for acquiring and retaining residential customers!

Learn how to:

  • Leverage MobileSales to demonstrate and illustrate smarter security solutions that meet customers’ individual needs
  • Configure residential and commercial Virtual Accounts and incorporate them into sales presentations
  • Use the Academy Online to develop your team’s sales skills and Alarm.com product knowledge
Leveraging your Sales Tools – Business Security + -

Expand your arsenal by learning to use Alarm.com’s tools for acquiring and retaining small business customers!

Learn how to:

  • Leverage MobileSales to demonstrate and illustrate smarter security solutions that meet customers’ individual needs
  • Configure residential and commercial Virtual Accounts and incorporate them into sales presentations
  • Use the Academy Online to develop your team’s sales skills and Alarm.com product knowledge
Expand into the New Home Market + -

Expand beyond smarter security and take advantage of new markets by expanding your business into the Builder Channel.

Learn how to:

  • Leverage the market landscape of the builder channel to achieve higher close rates and more RMR.
  • Use the Alarm.com Builder Program to address builders’ needs for a cost-effective solution with simplified implementation.
  • Understand Key Differentiators including Property Management and Energy Management Programs that will set your business apart from the competition.
  • Utilize Alarm.com Sales and Marketing resources to create concierge proposals and presentations for prospective builder partners.
Wellness: Solutions for Independence and Comfort + -

By 2030, over 72 million Americans will be 65+ and require increasing care as they grow older. Seize opportunities in this space by expanding your business into the Wellness channel.

Learn how to:

  • Leverage the market landscape of the Wellness market
  • Create customized solutions that provide safety, security, and peace of mind for customers and caretakers
  • Offer the Wellness solution in the commercial space to optimize workflows, increase care, and save money

Alarm.com for Business

Expand your security offering by seizing new opportunities in the small and medium business (SMB) market. Through this track, you’ll discover how to identify and acquire prospective customers in the SMB market and offer tailored solutions that meet the customer’s unique needs, including Video and Access Control. You’ll walk away with the skills and tools you’ll need to be successful and grow your business in the SMB space.

Sessions:
Increasing Customer Value Workshop + -

Take a deep dive into engagement opportunities, including hands-on practice in creating and maintaining upsell campaigns.

Learn how to:

  • Earn more RMR through the Customer Connections program
  • Build and maintain In-App Upsell campaigns
  • Increase customer engagement and lowering attrition
Product Compatibility + -

Have you ever sold a product to a customer that ended up not working out due to “product limitations” or “incompatibility”? This course will teach you the essentials you need to know to feel confident in offering a specific product to your customer and knowing it will work!

Learn how to:

  • Accurately articulate the Alarm.com video and automation product suite
  • Determine Z-Wave compatibility and limitations
  • Understand when to add Z-Wave repeaters
  • Ensure your customer’s network can host video devices
Accelerating Business Security Sales + -

Acquire the sales skills you’ll need to expand and grow into the small and medium business security space.

Learn how to:

  • Successfully prospect new customers
  • Differentiate between product features and benefits
  • Identify pain points between different business verticals and creating smarter security solutions that meet those specific needs
  • Conduct Needs Analyses, including asking probing and key questions, uncovering customers’ concerns, and launching a trial close
  • Overcome objections and customer hesitations
  • Determine if an existing thermostat is compatible
  • Offer the correct garage door solution to your customer
Marketing Your Business Workshop + -

Get insights on what customers are looking for today and adjust your marketing strategy to attract higher-value prospects!

Learn how to:

  • Identify your business’ brand
  • Evaluate your online presence, make adjustments, and increase your marketing effectiveness
  • Navigate Alarm.com’s Marketing Portal and utilizing co-branded resources to attract new customers
Leveraging your Sales Tools – Business Security + -

Expand your arsenal by learning to use Alarm.com’s tools for acquiring and retaining small business customers!

Learn how to:

  • Leverage MobileSales to demonstrate and illustrate smarter security solutions that meet customers’ individual needs
  • Configure residential and commercial Virtual Accounts and incorporate them into sales presentations
  • Use the Academy Online to develop your team’s sales skills and Alarm.com product knowledge
Driving Customer Engagement + -

The most important part of an install is getting your customer connected to their Alarm.com account. The Customer Experience course will teach you our best practices for enabling customers to get the most out of their system!

Learn how to:

  • Engage your customer from Day 1
  • Use the Setup Wizard to your advantage
  • Create Rules, Schedules, Scenes, Notifications, Users, and Logins for each customer demographic
  • Maintain engagement across the customer lifecycle
Strategies for Success for Small and Medium Businesses + -

Do you know what makes Alarm.com for Business different? Learn the key differentiators of the Alarm.com commercial platform with hands-on activities, then learn how to reduce attrition with specific account creation best practices.

Learn how to:

  • Leverage the 6 benefits of the Alarm.com Commercial Service plan
  • Understand the key differentiators of Alarm.com for Business
  • Drive customer engagement and reduce attrition
Access Control Installation Basics + -

Alarm.com Access Control is a key addition to your product offering. This course takes you through the key differentiators, device wiring, and customer configuration of Smarter Access Control.

Learn how to:

  • Understand Access Control fundamentals and Alarm.com Access Control key differentiators
  • Recognize which products are compatible with Alarm.com
  • Wire the Alarm.com controller and REX devices
  • Configure and set up key cards, users, and schedules

Customer Care

The Customer Care Track hones in on what it means to provide an exceptional customer experience along with how to remotely reduce truck rolls and support costs. These courses will take you through how to build a high-performing customer care team with an emphasis on how to use Alarm.com’s remote tools to fix common challenges.

Sessions:
Customer Care: Accountability & Engagement + -

The Alarm.com platform is evolving, expanding, and customer needs are becoming more complex. Inevitably, this means there is more to support. While this is daunting, it is a tremendous opportunity to provide exceptional experiences through both an innovative platform of technology and high-quality customer service and support. Learn how to step up to the plate, so your customers don’t go elsewhere.

Learn how to:

  • Effectively invest in Customer Service
  • Effectively onboard & coaching support agents
  • Align your CSAT score with quality assurance
  • Drive accountability and engagement with quality assurance
Driving Customer Engagement + -

The most important part of an install is getting your customer connected to their Alarm.com account. The Customer Experience course will teach you our best practices for enabling customers to get the most out of their system!

Learn how to:

  • Engage your customer from Day 1
  • Use the Setup Wizard to your advantage
  • Create Rules, Schedules, Scenes, Notifications, Users, and Logins for each customer demographic
  • Maintain engagement across the customer lifecycle
Remote Toolkit Troubleshooting + -

Stay ahead of the curve and learn how to mitigate support costs by leveraging the Remote Toolkit. You will learn how to make necessary adjustments to customer’s accounts without ever having to roll a truck.

Learn how to:

  • Use system check to diagnose trouble conditions
  • Explore the command catalog to troubleshoot equipment remotely
  • Make adjustments based on the accounts signaling
  • Adjust and program security equipment devices and settings remotely
  • Event and Account history command recognition
  • Use Login with Access vs Login Read Only
  • Remotely create customer scheduling, rules, and notification configurations
  • Search the Knowledge Base to solve challenges
Remote Video Troubleshooting + -

The Alarm.com Video Troubleshooting course focuses on key techniques to overcome common and uncommon challenges experienced in the field when working with Alarm.com video cameras.

Learn how to:

  • Diagnose wireless range challenges
  • Overcome “Failed Camera Install” error messages
  • Respond when your camera won’t connect to the router
  • Resolve live video viewing challenges
  • Log into routers and make adjustments
  • Handle router changes – new router and SSID/Password adjustments
  • Troubleshoot when cameras aren’t recording clips
  • Troubleshoot doorbell cameras
HVAC & Smart Thermostat Installation + -

The HVAC and Smart Thermostat course helps increase confidence and comfort when installing thermostats.

Learn how to:

  • Understand the key components of the HVAC unit
  • Recognize compatible HVAC systems
  • Install the Alarm.com Smart Thermostat
  • Wire a thermostat
  • Understand advanced settings on the Smart Thermostat
  • Record and configure thermostat schedules
Product Compatibility + -

Have you ever sold a product to a customer that ended up not working out due to “product limitations” or “incompatibility”? This course will teach you the essentials you need to know to feel confident in offering a specific product to your customer and knowing it will work!

Learn how to:

  • Accurately articulate the Alarm.com video and automation product suite
  • Determine Z-Wave compatibility and limitations
  • Understand when to add Z-Wave repeaters
  • Ensure your customer’s network can host video devices
C.O.R.E. Command Center + -

The C.O.R.E. Command Center provides attendees with a unique opportunity to spend time with team members from our C.O.R.E. Support Center. Take a deep dive into how we provide Best In The World service to our partners.

Learn how to:

  • Effectively manage a support call using various soft skills tactics such as providing steps in a way the caller understood, responding empathically & more
  • Utilize Alarm.com’s resources to deliver verified & correct solutions or next steps while troubleshooting
  • Critically think through troubleshooting behaviors by understanding/identifying the root cause & following logical and applicable steps towards a resolution

Business Operations

Alarm.com’s Growth & Productivity Services includes an impressive array of business management tools. Sign up for this track if you’re interested in acquiring new customers, increasing customer engagement, and running a more streamlined business.

Sessions:
Expand into the New Home Market + -

Expand beyond smarter security and take advantage of new markets by expanding your business into the Builder Channel.

Learn how to:

  • Leverage the market landscape of the builder channel to achieve higher close rates and more RMR.
  • Use the Alarm.com Builder Program to address builders’ needs for a cost-effective solution with simplified implementation.
  • Understand Key Differentiators including Property Management and Energy Management Programs that will set your business apart from the competition.
  • Utilize Alarm.com Sales and Marketing resources to create concierge proposals and presentations for prospective builder partners.
Wellness: Solutions for Independence and Comfort + -

By 2030, over 72 million Americans will be 65+ and require increasing care as they grow older. Seize opportunities in this space by expanding your business into the Wellness channel.

Learn how to:

  • Leverage the market landscape of the Wellness market
  • Create customized solutions that provide safety, security, and peace of mind for customers and caretakers
  • Offer the Wellness solution in the commercial space to optimize workflows, increase care, and save money
Train Your Team for Success + -

Take advantage of resources available through Alarm.com’s Partner Portal to train, coach, and develop your employees.

Learn how to:

  • Leverage Business Intelligence Tools for training and coaching
  • Identify key trends to create custom & tailored training for employees
  • Maximize training and decrease time out of the field
  • Navigate the Alarm.com Knowledge Base for installation, troubleshooting, and training support
Building Your Social Media Workshop + -

Learn how to build your online presence on Facebook, Twitter and Instagram to attract high quality leads.

Learn how to:

  • Build your editorial content calendar
  • Utilize Alarm.com resources to create fresh, dynamic social media content
  • Leverage Alarm.com’s social media presence to attract more customers
Increasing Customer Value Workshop + -

Take a deep dive into engagement opportunities, including hands-on practice in creating and maintaining upsell campaigns.

Learn how to:

  • Earn more RMR through the Customer Connections program
  • Build and maintain In-App Upsell campaigns
  • Increase customer engagement and lowering attrition
Data-Driven Decision-Making + -

Learn how to analyze your business’ data and make strategic decisions that help you run your business more effectively.

Learn how to:

  • Access a high-level overview of your account base through Business Health reports
  • Analyze Business Health reports to identify and resolve production gaps, training needs, and tech support calls
  • Make decisions based on data derived from Business Health reports and technician scorecards
Driving Customer Engagement + -

The most important part of an install is getting your customer connected to their Alarm.com account. The Customer Experience course will teach you our best practices for enabling customers to get the most out of their system!

Learn how to:

  • Engage your customer from Day 1
  • Use the Setup Wizard to your advantage
  • Create Rules, Schedules, Scenes, Notifications, Users, and Logins for each customer demographic
  • Maintain engagement across the customer lifecycle
Business Integrations to Simplify your Operations + -

Running a business is no easy feat! Let Alarm.com simplify the process so you can focus on the important stuff – selling and installing smarter security solutions.

Learn how to:

  • Leverage Alarm.com business integrations to streamline operations
  • Maximize Alarm.com Partner Tools to simplify business processes and procedures
  • Provide more focused customer service to end users
Employee Development & Engagement + -

Delivering a world-class customer experience is only possible when you have an extraordinary team. So how do you retain & motivate exceptional employees? Learn about engagement best practices and employee development must haves!

Learn how to:

  • Effective build engagement programs and opportunities to help retain your employees
  • Create employee development programs
  • Implement best practices
C.O.R.E. Command Center + -

The C.O.R.E. Command Center provides attendees with a unique opportunity to spend time with team members from our C.O.R.E. Support Center. Take a deep dive into how we provide Best In The World service to our partners.

Learn how to:

  • Effectively manage a support call using various soft skills tactics such as providing steps in a way the caller understood, responding empathically & more
  • Utilize Alarm.com’s resources to deliver verified & correct solutions or next steps while troubleshooting
  • Critically think through troubleshooting behaviors by understanding/identifying the root cause & following logical and applicable steps towards a resolution

Copyright © 2000-2019, Alarm.com. All rights reserved.