Q2 Certification Program
OPERATOR
The Q2 Operator Certification is designed for financial institution employees who create support cases in the Q2 Customer Portal and have access to Q2central™ or Q2 Console. This certification is intended to strengthen customers’ understanding of our platform, products, and self-serve opportunities. Operators will learn how to troubleshoot and resolve issues through relevant Q2 products and systems, while gaining technical acumen for faster time to resolution and reduced disruption to their operations.
Key Takeaways
- How to triage, troubleshoot, and solve user issues without having to reach out to support for assistance—whether within Online Banking, Q2central™, Q2 Console, or Q2mobility Apps™
- A comprehensive look at the Q2 Customer Portal and exciting changes on the horizon
- A thorough breakdown of the anatomy of the support workflow process
- Technical training for Q2 products, logs, and architecture
Classes:
Operator Practitioner
Effective Case Triage
This beginner course will focus primarily on effectively triaging issues. Skills learned will enable participants to more quickly determine whether they need to submit a support case or if they can solve it on their own. The class will be led by a Q2 Training Specialist and a Senior Application Support Engineer. It will include three interactive modules and one final assessment.
Key takeaways:
- Mastery-level proficiency on how to triage cases to determine whether a support case is necessary
- Understanding of key workflow processes and tools to determine whether an issue can be resolved quickly or needs further investigation
- Foundational knowledge of support workflows when first troubleshooting a case
Troubleshooting Common Support Cases
In the second course of the Q2 Operator Certification, participants will acquire technical acumen to effectively troubleshoot and solve the most common support cases. The session is comprised of virtual modules, instructor-led activities, and a final assessment for an engaging learning experience and real-life exercises for practice.
Key takeaways:
- How to solve common support cases without contacting Q2 Support
- Best practices for troubleshooting user issues related to third-party vendors
- Key insights into support workflows, strategies, and solutions
- How to actively reduce time to resolution for your institution
Troubleshooting Q2mobility Apps
The third class of the Q2 Operator Certification is designed to enable participants to triage and troubleshoot mobile-only issues within Q2mobility Apps™. This class is divided into two modules, with the first covering general device education and the second covering a detailed overview of the Q2mobility Apps™ support process.
Key takeaways:
- How to triage and troubleshoot cases occurring only within Q2mobility Apps™
- Best practices for the Q2mobility Apps™ workflow
- Mastery of the Q2mobility Apps™ support process
- The latest updates regarding Q2mobility Apps™ features, testing, support, and more
How to Create a Ready-To-Go Case
In this course, participants will learn how to create cases that expedite their support experience. This session is primarily focused on how to package a support case that is ready to hand off to Q2 Support. Learn how to define critical information and what to include from your personal investigation. Participants will engage in interactive modules containing end user issues for practice, instructor led group activities, and a final assessment.
Key takeaways:
- How to gather relevant information from members/customers for an easy handoff to support
- Behind the scenes of support workflow with categories and case handling
- Organization and structure of preliminary investigation information that support can use for faster resolution time
Operator Professional - Coming Soon
Back Office Troubleshooting
Participants will learn how to make effective use of Q2’s back-office solution. Specifically, this course will walk through Q2central™ and Q2 Console, covering how to administer Digital Banking and quickly resolve common end-user issues.
Key takeaways:
- Gain familiarity with Q2’s back-office administration tools: Q2central™ and Q2 Console
- Leverage Q2central and Q2 Console to solve user issues related to money movement effectively
- Discover how to troubleshoot user management and account problems that cause delays for end-users
Self-service Forms
In this course, participants will learn how to troubleshoot end-user issues through Q2 self-service forms. This course will have hands-on exercises to explore the tools and provide practical experience on how to solve common end-user issues that can be resolved by utilizing the forms. Our support teams are always here to help, but with the right tools, participants will feel empowered to assist your end-users adequately and quickly.
Key takeaways:
- How to better serve your customers and perform day-to-day tasks without having to engage Q2
- How to directly manage more of your institution and customer data
- Through interactive exercises and real-life examples, participants will gain a deeper understanding of how to improve efficiency and customer satisfaction
Escalation Process and Batch Resets Process
In this course, participants will gain familiarity of the escalation process in support and how it is managed. Participants will discover Q2 support’s behind-the-scenes workflow and feel empowered to create high-impact cases for our support team to resolve. This session is comprised of interactive modules, instructor-led activities, and a final assessment.
Key takeaways:
- The difference between an escalation case vs. a medium/high priority case
- How to gather important information for a case that involves a possible degradation of service
- Best practices on how to create batch reset cases with the necessary information for our specialized team to resolve
Review and Final Exam
To register, log on to the Q2 Customer Portal and choose the Q2 Certification Program in the Education dropdown menu.
STRATEGIST
The Q2 Strategist Certification is designed for financial institution employees seeking to develop and implement a digital banking strategy that amplifies their institution’s brand presence in the marketplace, increases revenue while building new revenue streams, and optimizes critical business operations. In pursuit of these objectives, this class focuses primarily on how Q2 can help your organization drive customer adoption and engagement to reach your unique revenue and optimization goals.
Key Takeaways
- How to triage, troubleshoot, and solve user issues without having to reach out to support for assistance—whether within Online Banking, Q2central™, Q2 Console, or Q2mobility Apps™
- How to craft a comprehensive digital transformation roadmap from the ground up, guided by best practices from Q2’s experience working with hundreds of financial institutions over the years
- Which products and tools will help align your brand and the digital banking experiences you offer with today’s evolving customer expectations
- Critical change management protocol to help you roll out a successful digital banking implementation
Classes:
Strategist Practitioner
Data Foundations
Data is one of the most valuable assets a financial institution has, as it supports more informed decision making and guides strategy development through proven insights, not just anecdotal evidence. Class 1 of the Q2 Strategist Certification is designed to provide participants with strong foundational knowledge on the power of data. In this class, you’ll become familiarized with the usage of operational and management reports from within Q2 Console—our comprehensive data visualization and reporting tools
Key takeaways:
- Where to locate and how to extract operational and management level reports
- How to sort large amounts of data and pull the most relevant, impactful insights from it
- How to leverage the right data to improve visibility into key business outcomes and opportunities for growth
- How to align your digital capabilities with your overall corporate strategy through a data-driven approach
Harnessing the Power of EVE Data Extraction
Before you can begin leveraging data to drive critical business decisions, you must first ensure your data strategy aligns with your organization’s specific goals. This calls for consistent, well-defined KPIs and the collection of rich, highly segmented data. Class 2 of the Q2 Strategist Certification Program focuses primarily on the EVE data extraction model and the value of incorporating it into your overall data strategy.
Key takeaways:
- Which data types are available within the EVE model
- The granular levels of KPIs this data supports
- Hands-on application of specific data elements depending on your unique focus areas
Reach Even Greater Heights with EVE Data Extraction
Data from the digital channel provides financial institutions with broader, deeper data analysis—especially when connected with other data sources such as the core. Class 3 of the Strategist Certification Program focuses on best practices when establishing a database for EVE data extraction, key considerations related to time series, and how to link to additional data sources.
Key takeaways:
- How to link EVE back to the core
- How to integrate data from multiple sources for a more expansive, contextual analysis such as customer, household, and account linking data
- The criticality of time series
- Resources available for setup, importing, alerts, and report creation should you elect to outsource these functions
Strategist Professional - Coming Soon
Express Your Brand Digitally
Words matter. Look and feel matter. In this class, learn how products such as Q2Config allow you to effectively express and market your brand within digital banking. Understand the array of possibilities along with considerations and best practices to make navigation and general banking processes easy and appealing for your customers.
Key takeaways:
- Learn the foundational functions of Q2 Config, such as customizing text and navigational layout
- How consistent branding and the use of minimalism can make a lasting visual impact with your users
Keys to Driving Engagement
Digital banking trends point to the need for removing friction from the customer journey and an expansion of digital products and services that provide benefits both to the customer and the financial institution. In this class, learn the importance of baselining and segmenting customers to provide customer-specific content, journeys, and offers, including best practices around how Q2 solutions provide analytics that position your organization to provide those customized experiences.
Key takeaways:
- Key considerations when streamlining a user’s journey through your digital banking site
- Concepts and data related to driving engagement and customization
- How analytics from Q2 Discover can provide insight and metrics to help pinpoint areas of optimization
- How Q2 SMART uses data points from online banking transactions to identify your users’ behaviors
- Foundational knowledge on how to build a targeted marketing campaign that sends the right messages to the right account holders at the right time
Maximizing Adoption and Utilization
This class focuses on specific features and value-adds that increase engagement and customer loyalty. Learn how features such as Contextual Personal Finance Management CPFM), Q2 Goals, Card Controls, and other tools can help your users transform and take charge of their financial lives.
Key takeaways:
- How to drive financial wellness for your users
- Benefits of CPFM and how the aggregation of account holders’ finances can lead to higher digital banking retention and better financial habits
- How solutions like Q2 Goals and Marketplace provide customers meaningful and differentiated experiences that help account holders achieve their financial goals and demonstrate your dedication to their best interests
- Real-life business cases that illustrate the win-win benefit of these tools
Strategist Expert - Coming Soon
Building Deeper Digital Relationships
To cultivate strong relationships with consumers and businesses, you must find new ways to deliver positive experiences. This session focuses on how to better align client behavior and actions with your financial institution offerings. In this class, discover how to use Q2 products to achieve your revenue and business goals.
Key takeaways:
- How to leverage and position products such as ClickSwitch, CardSwap, and Goal-Based Savings to engage account holders and drive deposit growth
- How to position key products so you become your client’s primary relationship where they spend and save
- How to eliminate gaps, overcome roadblocks, and make it easier for clients to do business with you
Digital Strategy Roadmap
To become a digital banking leader, you need to develop a cohesive roadmap for that journey. We will cover the importance of understanding the overall corporate strategy and translating it into a plan that everyone can understand. We will review key elements of a digital banking roadmap such as resources required, cost to be expected, value of returned dollars saved or earned, or other appropriate measures.
Key takeaways:
- Key components for building a robust digital banking roadmap
- Q2 resources that can be leveraged to help in building your roadmap
Principles of Change Management
Change Management skills have never been more critical. As your financial institution executes your digital strategy to take full advantage of the opportunities in the marketplace, it’s essential you have a well thought out and structured change management plan. This session outlines key processes from conception to implementation and finally to resolution. This session also reviews how you can prepare both logistically and culturally to properly communicate and bring your vision to fruition.
Key takeaways:
- Key principles of change management
- Importance of creating alliances and effective communication with your team members and key stakeholders
- Factors in determining prioritization and tracking impacts to the plan
- Best practices when setting Key Performance Indicators (KPIs) to measure success
To register, log on to the Q2 Customer Portal and choose the Q2 Certification Program in the Education dropdown menu.
COMMERCIAL
The Q2 Commercial Certification focuses on best practices for operational and back-office activities related to commercial banking—such as the group/customer/user data hierarchy, reporting, and data mining opportunities—and key commercial feature sets leveraged by end users.
Key Takeaways
- How to configure, optimize, and troubleshoot commercial banking functionality within the Q2 platform, such as advanced level entitlements, user setup, information reporting, and complex ACH and wire origination
Courses:
ETMS Positive Pay
This class focuses on best practices and strategies involving both administrative and operational activities within the ETMS site, including general system configuration, client/user/account setup, check and ACH exception processing, reporting functionality, and data research
Key takeaways:
- How to optimize Positive Pay functionality within the ETMS platform, such as general system setup, exception processing, client/account/user setup, and reporting from both the FI and end user perspectives
Small Business & Professional
This class focuses on best practices and strategies related to the use of the Small Business & Professional feature sets within our back-office tools, Q2 Central and Q2 Console. This includes the group/customer/user data hierarchy, reporting, and data mining opportunities. Focus is also placed on the Small Business & Professional feature sets leveraged by end users within the Q2 platform.
Key takeaways:
- How to set up, optimize, and troubleshoot small business functionality, such as ACH and domestic wire origination and user management from both the back office and end user perspectives
Small Business & Professional/Commercial Banking
The Small Business & Professional and Commercial Banking tracks are comprised of two (Small Business & Professional) and four (Commercial Banking) classes each involving interactive presentations, hands-on exercises, and cumulative knowledge evaluations based on real-world use case scenarios. These certification tracks are ideal for financial institution employees involved in marketing, onboarding, support, and back-end processing for business and commercial-related activities within the Q2 platform.
Key takeaways:
- How to configure, optimize, and scale digital commercial functions within the Q2 platform from both the back office and end user perspectives
To register, log on to the Q2 Customer Portal and choose the Q2 Certification Program in the Education dropdown menu.
CONSUMER
The Q2 Consumer Certification is designed for financial institution employees responsible for selling and supporting digital banking features such as SMART, Discover, EVE, and Console. This certification track provides comprehensive training and explores real-world use cases for advanced digital banking offerings that allow FI employees to make data-informed decisions, market more effectively to end users, and support end users with more strategic insights.
Key Takeaways
- How to better understand customer behavior and account use trends, and how to use this information to engage end users where it’s most meaningful to them
- How to design integrated customer journeys with videos, guides, and tooltips within the UUX platform (journeys can be tuned to reveal feature value to the user, deliver contextual support, or increase user engagement)
Courses:
Q2 SMART
This class is designed for financial institution employees who manage the ideation, creation, or deployment of strategies, campaigns, and content within the digital platform. It’s especially ideal for anyone responsible for driving the adoption of products and services or strategic communication with end users. While participants should have access to SMART since most of the curriculum involves hands-on navigation through the platform, prior user experience is not required.
Key takeaways:
- How to identify when, where, and why customers choose a product or service
- The value of going beyond traditional marketing practices with more targeted programming
- How to evolve your in-channel messaging by incorporating data, analytics, and optimization techniques for improved targeting
- How to leverage SMART metrics and tools to inform your strategic efforts and boost organizational efficiencies
Q2 Console
This class is designed for financial institution employees involved with the system-level configuration, end user setup, support, and reporting from within the institution’s back-office tools associated with their digital platform. More specifically, the class focuses on best practices involving the FI’s administrative and operational activities within Q2 Console including user management, reporting, self-service forms, messaging, and Q2 Config. Curriculum includes interactive presentations, hands-on exercises, and cumulative knowledge evaluations based on real-world use cases.
Key takeaways:
- Mastery of configuration options available within the various Q2 Console modules
- Alignment of feature sets with your institution’s administrative, operational, and strategic business needs
Q2 Discover - Coming Soon
This class is ideal for financial institution employees responsible for driving adoption of products and services or strategic communication with end users. Through hands-on navigation of the Q2 Discover platform, participants will gain a comprehensive working knowledge of the solution and how to optimize its usage throughout their organization. While participants don’t need prior experience using Q2 Discover, they should have access to it for this class.
Key takeaways:
- Best practices for optimizing the user journey to drive digital adoption
- How to create a more strategic digital experience, increase self-service, better inform users, and accelerate time to competence within your digital channel
Q2 Eve - Coming Soon
This class is ideal for financial institution employees tasked with their organization’s data strategy and/or business line leaders looking to drive data-informed decisions. Centered around EVE data, this class will cover the importance of deploying consistent, well-defined KPIs, how to establish a database for EVE extracts, and how to link to other data sources.
Key takeaways:
- The types of data available in EVE and their applicable use
- How to transform data into actionable information by working through use cases related to various data elements (such as generated transactions)
- Considerations for processing and importing files
- The power of connecting EVE data to other sources (such as core information
Centrix Dispute Tracking System (DTS) - Coming Soon
More details coming soon
To register, log on to the Q2 Customer Portal and choose the Q2 Certification Program in the Education dropdown menu.
DEVELOPER
The Q2 Developer Certification is designed for developers looking to expand their awareness and usage of the Q2 SDK environment. This certification track is offered as a 3-day immersive course that takes participants through various SDK fundamentals with each day focusing on a new environment layer and level of enablement.
Key Takeaways
- How to set up and thoroughly navigate the SDK environment to extend your digital banking platform and bring differentiated functionality to market
CLASSES:
SDK Fundamentals: Class 1
Class 1 of the Q2 Developer Certification—taking place on the first day of the 3-day course—is designed for developers interested in creating extensions for the Q2 digital banking platform through the SDK. By the end of day 1, participants will have a working Q2 development environment and will have successfully created their first Q2 extension.
Key takeaways:
- How the Q2 SDK has evolved through iterative improvement with a focus on the developer experience
- That the Q2 SDK development environment is a complete development platform, allowing developers to create extensions and plug them into their test stack
- How SDK extensions can easily be created, ranging from basic enhancements to complex modules
SDK Fundamentals: Class 2
Class 2 of the Q2 Developer Certification—taking place on the second day of the 3-day course—takes a deeper dive into our business layer with a focus on our architecture, data management, APIs, and access methods. Additionally, participants will be introduced to our Q2 Developer Portal, where developers can find answers to pressing questions, communicate with Q2, and interact with others through community posts. This class also includes a coding exercise and an introduction to our front-end framework, Tecton.
Key takeaways:
- Foundational knowledge on the integrity of Q2 architecture
- How business functions are abstracted by HQ and how the API serves as a powerful interface for interacting with the Q2 digital banking system
- How to effectively leverage the Q2 Developer Portal as the front door to the SDK and as a key tool for interacting with Q2
SDK Fundamentals: Class 3
Class 3 of the Q2 Developer Certification—taking place on the final day of the 3-day course—is designed to help developers use the SDK to resolve key business issues. In preparation for this, participants will learn how to manage and deploy their code to other environments. This class also explores the use of our Gitlab instance as a code repository and deployment manager, SDK best practices, and what to look for in code reviews to ensure they’re clean and processed quickly.
Key Takeaways:
- Know how to manage code using code.q2developer.com, our Gitlab instance
- Be able to request a code review after development has been completed
- Have a thorough understanding of Q2 SDK best practices
- Be able to solve internal business issues