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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:
Efficient Installation 101 + -

Pick your panel and fire up MobileTech! This course will take you from A to Z through a customer installation. The class will end by putting your new-found skills to the test in a race to the finish.

Learn how to:

  • Navigate MobileTech and leverage installation tools
  • Install security devices with MobileTech
  • Troubleshoot common challenges experienced when installing devices
  • Use system check to your advantage
  • Manage security equipment and settings through Remote Toolkit and the Command Catalog
  • Set customers up for success with Alarm.com’s 6 Best Practices
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:

  • Install Z-Wave S2 devices using the new SmartStart technology
  • Create strong mesh networks through Network Wide Inclusion
  • Remotely monitor the health of a Z-Wave network
  • Troubleshoot intermittent device connectivity
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
  • Optimally set up Video Analytics recording rules
  • Manage video camera connectivity using the Smart Gateway
  • Install and configure the Stream Video Recorder (SVR)
  • Install and wire the Doorbell Camera
  • Configure the Alarm.com W110 PoE to Wi-Fi bridge
  • Understand Alarm.com advanced video camera settings
Access Control Installation Basics + -

Alarm.com Access Control is a key addition to your product offering. This course takes you through the key differentiators, 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 access plans
  • Use the upload users in bulk feature
  • Add an Access Control locking or unlocking schedule
  • Set-up key features such as double swipe, first card/person in, and holiday schedules
HVAC & Smart Thermostat Configuration + -

The HVAC and Smart Thermostat course helps increase confidence and comfort when configuring the Alarm.com Smart Thermostat.

Learn how to:

  • Message the key features of the Alarm.com T3000 Smart Thermostat
  • Auto-detect wiring for easy installation
  • Understand advanced settings on the Smart Thermostat
  • Record and configure thermostat schedules
  • Set-up features such as thermostat lock, swing, overshoot, and Smart Away
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
  • Drive more interactions through the latest mobile app features
Enterprise Management Configuration + -

Enterprise location management (ELM) streamlines control over multiple locations, making complex tasks simple. This course takes you step-by-step through the setup and management enterprise groups, users, and access control for your small to medium sized business customers.

Learn how to:

  • Add and remove locations to an enterprise group
  • Manage users across multiple locations
  • Identify unusual activity at individual locations
  • Configure business hours, thermostat schedules, and business specific notifications
  • Subscribe to reports such as Location Summary, Sensor Activity, and Arming/Disarming

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 Internet changes – new ISP and SSID/Password adjustments
  • Troubleshoot when cameras aren’t recording clips
  • Troubleshoot doorbell cameras
HVAC & Smart Thermostat Configuration + -

The HVAC and Smart Thermostat course helps increase confidence and comfort when configuring the Alarm.com Smart Thermostat.

Learn how to:

  • Message the key features of the Alarm.com T3000 Smart Thermostat
  • Auto-detect wiring for easy installation
  • Understand advanced settings on the Smart Thermostat
  • Record and configure thermostat schedules
  • Set-up features such as thermostat lock, swing, overshoot, and Smart Away
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
  • Drive more interactions through the latest mobile app features
SEM Troubleshooting + -

The Alarm.com SEM Troubleshooting course will teach you how to tackle common obstacles found in the field.

Learn how to:

  • Follow the SWIM and WIN troubleshooting steps
  • Identify key programming settings not properly configured during installation
  • Verify the SEM keypad address is enabled properly for the SEM’s dipswitches
  • Execute remote commands to avoid truck rolls
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
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:

  • 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
  • Successfully prospect new customers
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 + -

Expand your arsenal by learning to use Alarm.com’s tools for acquiring and retaining residential & 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
Builder Channel & Wellness + -

Expand beyond smarter security and take advantage of new markets by expanding your business into the Builder Channel, Wellness, and MDUs!

Learn how to:

  • Leverage the market landscape of the builder channel to achieve higher close rates and more RMR.
  • Create customized solutions that provide safety, security, and peace of mind for customers and caretakers through the Alarm.com Wellness solution
  • Utilize Alarm.com Sales and Marketing resources to create concierge proposals and presentations for prospective partners.
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 and 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

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:
Assess Knowledge & Identify Training Needs + -

Successful training programs are built on a foundation of data and evaluation. Proactively identifying and assessing knowledge gaps is critical for the success of your team. This class will explore how Alarm.com’s data can help you build your training strategy, as well as, provide insightful best practices for training adults.

Learn how to:

  • Determine your team’s knowledge and skill gaps
  • Identify key trends to create custom & tailored training for employees
  • Use Adult Learning Theory to build impactful training programs
  • Leverage Alarm.com’s Business Intelligence Tools for training and coaching
Developing & Executing a Training Strategy + -

Building effective training programs help increase your team’s growth, engagement, and knowledge. Take advantage of Alarm.com’s resources available through Alarm.com’s Partner Portal to train, coach, and develop your employees.

Learn how to:

  • Develop effective training materials for individual audiences
  • Deliver and facilitate high quality training courses for your team
  • Navigate the Alarm.com Knowledge Base for installation, troubleshooting, and training support
  • Maximize Alarm.com’s award winning training resources to increase learning and engagement amongst your company
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
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

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

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:
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 and 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
Enterprise Management Configuration + -

Enterprise location management (ELM) streamlines control over multiple locations, making complex tasks simple. This course takes you step-by-step through the setup and management enterprise groups, users, and access control for your small to medium sized business customers.

Learn how to:

  • Add and remove locations to an enterprise group
  • Manage users across multiple locations
  • Identify unusual activity at individual locations
  • Configure business hours, thermostat schedules, and business specific notifications
  • Subscribe to reports such as Location Summary, Sensor Activity, and Arming/Disarming
Leveraging your Sales Tools + -

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

  • 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
  • Successfully prospect new customers
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
  • Drive more interactions through the latest mobile app features
Access Control Installation Basics + -

Alarm.com Access Control is a key addition to your product offering. This course takes you through the key differentiators, 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 access plans
  • Use the upload users in bulk feature
  • Add an Access Control locking or unlocking schedule
  • Set-up key features such as double swipe, first card/person in, and holiday schedules

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