Academy

Cyber Protect Cloud

Cloud Tech Associate
Advanced Automation

Acronis Academy

Hello and welcome to the Cloud Tech Associate Advanced Automation course. Here, you
are set to gain a clear and deep understanding of Advanced Automation, specifically
designed for the modern needs of MSP businesses. So let's get started.

3
 Learning Objectives

• Develop a comprehensive understanding of how

Advanced Automation plays a crucial role in the
operational processes of modern MSPs
• Achieve proficiency in employing the comprehensive
set of tools offered by Advanced Automation
• Gain the necessary skills to implement and optimize
various billing models

Acronis Academy

Today, we embark on a journey to elevate your expertise and transform your approach to
Managed Service Provider operations.
Firstly, we will delve into the essence of Advanced Automation and its pivotal role in MSP
workflows, ensuring you understand the strategic benefits and application.
Next, you'll master the suite of Advanced Automation tools. From ticketing to time
tracking, billing, and beyond, you'll learn how to leverage these for greater operational
efficiency and smarter decision‐making.
Lastly, we'll focus on billing models. You'll gain the acumen to implement and refine various
billing strategies to streamline service delivery.
Together, these objectives will equip you to excel in the dynamic field of MSP services,
powered by Advanced Automation.

4
 Course Modules

1. High Level Overview and Benefits

2. Feature Overview
3. Case Study
4. Billing Overview
5. Invoicing Overview
6. Business Intelligence Overview

Acronis Academy

We will begin with an introduction to Advanced Automation, setting the scene for what is
ahead. We will then dive into the benefits of Advanced Automation, seeing firsthand how it
can transform your operations. Then we will look at a real case study for practical learning.
At this point we will dive into the features of billing, service desk, and business intelligence
or BI Reporting, and then finally we will share essential troubleshooting steps for smooth
operation with Advanced Automation.

5
 Acronis Education
Comprehensive Training for Every Scenario

MSP Academy Associate Level Certification Professional Level Certification

• Specialized technical and business • Understand Advanced • Learn the more sophisticated
education for MSPs Automation's critical role in MSP components within Advance
operations. Automation
• Comprehensive Understanding of
EDR • Master the comprehensive tools • Learn about top troubleshooting
offered by Advanced Automation. cases
• Evolutionary Context
• Acquire skills for implementing and
• Components of EDR optimizing various billing models.
• Best practices, integration and
holistic approach

Acronis Academy

Acronis has launched an MSP Academy, offering vendor‐neutral training in concise modules
and structured learning paths tailored to assist service providers in operating and managing
their practice. As highlighted on the screen, the next steps in your learning journey include
associate and professional course certifications

6
 Advanced Automation
High Level Overview and Benefits

Acronis Academy

In this High‐Level Overview section, we will highlight the pivotal role of Professional
Services Automation in enhancing Managed Service Provider operations. By centralizing
processes from quotation to cash and integrating essential applications, PSA ensures
transparency, streamlines workflows, and boosts efficiency, ultimately elevating service
delivery and profitability.

7
 What is a PSA system?

 Covers the entire operational

business process from quote to cash PSA = Professional Services Automation
 Integrates with critical applications Central business hub for any MSP
for MSP business needs
 Provides full visibility into customers,
internal operations, and profitability
 Can organize process information,
client information, inventory, billable
hours, time-off requests, and more.

Acronis Academy

To delve into advanced automation, we need to start with a simple question ‐ What is a PSA
system?
PSA is the key to an MSP's operations, integrating essential applications to provide a full
view of customer relationships, workflows, and profitability. We'll see how
integrating Advanced Automation can streamline your operations, making every workflow
more efficient and tailored to service provider needs.

8
 Overarching goal of
Advanced Automation

 Enables Service delivery, projects

and efficient, predictable business
operations
Provide the operational
 Integrated toolset to manage
framework required to run a
project and service delivery connected and efficient
 Automates billing and invoicing MSP business.
 Analytics to match resources with
future demand

Acronis Academy

From its origins as a little‐known piece of project accounting software, Professional

Services Automation (PSA) has become an essential part of an efficiently managed
professional services organization, consulting business or project‐based services firm.
However, while other categories of software such as Customer Relationship Management
(CRM), Enterprise Resource Planning (ERP) and Financial Management are well known and
widely understood, PSA is a relatively new category which, for many, may be unfamiliar. So
let us dive into an introduction to PSA software, describes what it does, explains what
benefits companies achieve when used successfully and offer advice on how to approach
the enablement of PSA within a services organization.

9
 Integrated Platform
An integrated solution of cyber security, backup, disaster recovery,
management and automation built specifically for SPs

Advanced Automation

 Ticketing
 Time Tracking
 Billing
 KPI Reporting
 SLA Tracking
 Integrations with accounting and
payment systems

Technicians

Owner

Acronis Academy

Advanced Automation is part of our Acronis Integrated Platform, a multifaceted

ecosystem tailored for Managed Service Providers. This platform unites critical components
like cybersecurity, backup, disaster recovery, management, and business automation,
all engineered with the specific needs of MSPs in mind.
Today, our spotlight is on Advanced Automation. It brings together a set of robust tools to
enhance the efficiency of your MSP business operations. From streamlined ticketing
for prompt support request management to precise time tracking for resource allocation,
and from automated billing to ensure timely invoicing to comprehensive KPI reporting for
actionable insights—Advanced Automation has it all. It also includes service level
agreement or SLA tracking for consistent service delivery and seamless integrations with
accounting and payment systems to keep your financial management on track.

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 Acronis Cyber Protect Cloud with Advanced Packs

Optimize for every workload Rapidly launch services Consolidate vendors

Acronis Academy

The Acronis Cyber Protect Cloud, at is core, is surrounded by various advance packs, which
are designed to optimize operations for every workload. Advanced Automation is a key
component of this ecosystem, enhancing efficiency across the board.
With Advanced Automation, we're not just automating tasks; we're integrating complex
processes into a cohesive, streamlined workflow. This integration enables rapid service
deployment and a reduction in the need for multiple vendor solutions, simplifying the IT
environment and reducing overhead. It's designed to work in concert with the other
advanced packs, ensuring a seamless operational experience while providing capabilities
like ticketing, precise time tracking, and comprehensive billing automation.

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 Functionality for MSP
Operations and Finance Teams
Acronis Automation
 Easy to use business automation for Acronis
partners.
 Combines Acronis-based services with
back-office operations in a single suite
 Enables partners to manage their business
with best-in-class service delivery, support,
contract, time tracking and billing capabilities
 Out-of-the-Box KPI reporting provides
insight into business performance
 Rapid onboarding – in days vs months

Acronis Academy

Acronis Automation is designed with the precision that MSP Operations and Finance Teams
require. It provides a comprehensive suite that integrates Acronis services with back‐office
operations, delivering a multifunctional platform that handles everything from service
delivery to billing. The platform's intuitive design facilitates a straightforward user
experience, enabling technical professionals to manage complex business operations
effectively. With robust support for contracts, time tracking, and billing, it ensures that
essential business processes are both streamlined and accurate. Crucial to any technical
operation is the ability to measure and understand performance. This is where our built‐in
KPI reporting tools come into play, providing clear visibility into your operations. The
onboarding process has been optimized for rapid deployment, recognizing the value of
getting technical systems operational with minimal downtime.

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 Section Summary

1 PSA systems support MSP operations, offering a

comprehensive view.

Acronis Advanced Automation streamlines with

2 ticketing, time tracking, billing, and KPIs.

Its precision, user-friendliness, and quick setup

3 centralize, optimize, and simplify MSP tasks.

Acronis Academy

So in this section, we explored PSA systems' role in MSP operations, focusing on customer
relationships, workflows, and profitability. We also dipped our toes into Acronis Advanced
Automation, which simplifies MSP tasks like support ticket management, precise time
tracking, automated billing, and KPI reporting. This platform emphasizes accuracy, user‐
friendliness, and quick deployment, centralizing service operations, optimizing resources,
and simplifying management.

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 Advanced Automation
Feature Overview

Acronis Academy

At this time, let us explore the distinct features of Advanced Automation. Each element is
designed with precision to meet the high standards of today's MSP operations.

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 MSP Operational Challenges

Challenge 1 Challenge 2 Challenge 3 Challenge 4 Challenge 5 Challenge 6

Control and Perform Collect Distinguish Get access to Meet SLAs
centrally accurate and complete and billable from business KPIs while juggling
manage their automated accurate time non-billable and customer multiple
service consumption- tracking and time profitability solutions and
operations based billing utilization information switching
information between
dashboards

Acronis Academy

Acronis Advanced Automation empowers MSPs to centralize their service operations,

streamlining management and enhancing efficiency. This platform ensures billing accuracy
through automation, eliminating the potential for error and safeguarding revenue.
Time tracking within Advanced Automation is precision‐engineered, allowing MSPs to
optimize resource allocation and ensure accurate billing. It effortlessly differentiates
between billable and non‐billable hours, simplifying what has traditionally been a complex
task.
With Advanced Automation, accessing essential business data and insights into customer
profitability becomes straightforward, aiding MSPs in making data‐driven decisions. It
simplifies the management of service level agreements and consolidates multiple solutions
into a single, unified dashboard, overcoming the common obstacles faced in MSP
operations.

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 Advanced Automation – Feature Overview

Automated Time Contract & SLA

registration management

Ticketing KPI Reporting

RMM & AD
Billing & Invoicing
integration

Project & Inventory

management**
Quoting

Acronis Academy ** Available in Update 1

Let's delve into the powerful features of Advanced Automation. First, we have Automated Time
Registration, which automatically tracks all time spent on customers. It seamlessly matches these
activities with SLAs and contractual agreements, ensuring precision in billing.
Next, our Ticketing system is built to ensure swift and effective handling of support inquiries. It comes
with automatic SLA allocation to guarantee accurate billing of time and activity.
For billing efficiency, we offer Billing & Invoicing automation. You can effortlessly automate recurring
billing based on contracts, devices, or users. Say goodbye to hours of billing work. Now it's just five easy
clicks.
Managing projects effectively is crucial. With Project Management, keep projects on time and within
budget by optimizing people and progress management.
In the realm of contracts and SLAs, you can have complete confidence with our Contract & SLA
Management feature. Ensure you're paid 100% of what you deliver.
Gain real‐time insights into your company's performance and contract profitability with our Dashboard
& Customer Cards. Stay on top of your business.
For those who need precision in billing, we offer Remote Monitoring and Management (or RMM) and
Active Directory (AD) Integration. It provides advanced billing options and further optimizes your service
model's revenue potential.
Simplify the quoting and inventory process with Quoting & Inventory. Make it easy for your customers
to make purchases and automatically update contracts and billable items.

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 Acronis Advanced Automation: Value for MSPs

Centralize and Manage all tickets Gain access to Automate time Leverage a single
automate billing of and workflows via a ready-made registration and solution that
consumption-based single console business billing for tickets and integrates backup,
services, including performance metrics alerts, including cybersecurity,
those from Acronis those from Acronis endpoint
management and
business automation
from one console

Acronis Academy

Acronis Advanced Automation brings unparalleled value to MSPs by centralizing and

automating the billing of consumption‐based services, including Acronis offerings. This not
only simplifies the billing process but also ensures accuracy and consistency across all
services.
The platform's unified console for ticket and workflow management streamlines
operations, reducing complexity and enabling faster response times. MSPs can manage
their entire service delivery lifecycle in one place, improving efficiency and oversight.
Ready‐made business performance metrics provide MSPs with immediate insights into
their operations. These analytics tools help MSPs to make informed decisions quickly,
based on real‐time data.
Time registration and billing automation extend to all tickets and alerts, significantly
reducing administrative overhead and eliminating manual time tracking. With Advanced
Automation, MSPs can ensure that all billable work is accurately captured and invoiced.
And finally, Advanced Automation's integration of backup, cybersecurity, endpoint
management, and business automation into a single console offers MSPs a streamlined
solution that simplifies their technology stack, leading to reduced costs and improved
service delivery.

17
 Value of Acronis Advanced Automation
Back-office business automation for MSPs

Streamlines Makes Billing Improves

Business More Efficient Customer & Employee
Operations Satisfaction

Acronis Academy

As we proceed within this course, we’ll explore how Advanced Automation streamlines
your business operations by automating tasks, making these processes more efficient. It
also improves billing accuracy and saves time. Additionally, it enhances satisfaction levels
by enabling faster responses and better service.
To sum it up, Acronis Advanced Automation brings efficiency, accuracy, and satisfaction to
your organization.

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 Section Summary

1 Back-office operations suite reduces friction with

automation

2 Simplifying ticketing, time-tracking and billing

Reduces revenue leakage and supports

3 consumption-based billing

Acronis Academy

In summary, the suite of back‐office operations we've explored significantly reduces friction
by leveraging automation. These tools are not just about doing things differently; they're
about doing things better—more efficiently and with greater accuracy.
We've seen how the simplification of ticketing, time tracking, and billing through Acronis
Advanced Automation can streamline these critical processes. It's about turning complexity
into clarity and ensuring that every minute and every service is accounted for and billed
accurately.
Importantly, the platform is designed to reduce revenue leakage, a common challenge in
the MSP space. By supporting consumption‐based billing, it ensures that MSPs can
capitalize on their services fully, fostering a more sustainable and profitable business
model.

19
 Advanced Automation
Case Study

Acronis Academy

In this module, we'll explore a real‐life example featuring an MSP who shares his
challenges, needs, and how Advanced Automation provided solutions.

20
 Meet Jim
I'm drowning in manual tasks
MSP Client of TechMasters Inc
and it's costing me time and
money.

US-based MSP specializing in IT support for

dental clinics

Looking for an all-in-one solution for business

management

Overseeing data and operations for 10 dental

clinics with 5 vendor solutions

Acronis Academy

Meet Jim, who represents TechMasters Inc. TechMasters is a US‐based Managed Service
Provider (MSP) that specializes in providing IT support specifically tailored for dental clinics.
Jim's responsibilities at TechMasters are extensive. He oversees the data and operations for
a network of 10 dental clinics, each with unique requirements and challenges. These clinics
rely on a combination of five different vendor solutions for their daily operations.
In the highly dynamic field of IT support for dental clinics, Jim faces multiple challenges,
including the need for seamless business management and efficient client service. Today,
we'll delve deeper into Jim's journey as he searches for an all‐in‐one solution to streamline
his business operations and enhance client satisfaction.

21
 Case Study

Key Challenges
 Manual Invoicing
 Incomplete Billing
 Lack of Insights
 Centralized Ticketing

Acronis Academy

Now, let's take a closer look at the key challenges that Jim faced:
1. Manual Invoicing: Jim struggled with the time‐consuming process of manually creating
invoices every month, which included reviewing time sheets, printing numbers, and data
entry into the billing system.
2. Incomplete Billing: He suspected that he was missing out on revenue as he couldn't
accurately track and bill for all the time his staff spent on client tickets, potentially missing
20‐30% of billable hours.
3. Lack of Insights: Jim had no visibility into his most and least profitable clients and
services, making it difficult to make informed decisions about where to focus resources and
improve profitability.
4. Centralized Ticketing: No centralization leads to inefficiencies, delayed responses, and
the potential for crucial client issues to slip through the cracks. It's a pain point that can
impact both operational efficiency and client satisfaction.

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 Case Study

Key Requirements
 Automated Invoicing
 Comprehensive Time Tracking
 Data-Driven Insights

Acronis Academy

So, what were Jim’s requirements? He was looking for:

Automated Invoicing: Jim needed a solution that automates the invoicing process, ensuring
accurate and efficient billing without manual data entry.
Comprehensive Time Tracking: Jim required a system for thorough time tracking to capture
all billable hours and enhance revenue.
Data‐Driven Insights: Jim was looking for a solution that offers detailed, data‐driven insights
into client and service profitability, facilitating informed decision‐making and resource
management.

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 Benefits

Acronis Advanced Automation

 Efficiency Boost
 Revenue Growth
 Increased Customer Satisfaction
 “Swift implementation and immediate
benefits”

Acronis Academy

In the decision to implement Acronis Advanced Automation, Jim had clear reasons. First,
the system brought an efficiency boost by automating previously manual tasks. The second
benefit was revenue growth. From more accurate billing, revenue capture increased
significantly. Third, customer satisfaction improved as they provided faster, more efficient
services. In Jim's own words, the rollout was effortless and effective, making the transition
smooth and hassle‐free. These factors encapsulate why Acronis Advanced Automation was
the ideal choice for Jim and TechMasters.

24
 Advanced Automation
Billing Overview

Acronis Academy

Let us continue forward focusing on a critical aspect of service delivery: the billing functions
within Advanced Automation. This section will provide an overview of how Advanced
Automation streamlines this process.

25
 Billing with Advanced Automation

1. Recurring billing
2. One-time billing
3. Ticket-time billing

Acronis Academy

Specifically in this section, we'll explore the diverse billing options within Advanced
Automation, including recurring billing, one‐time billing, and ticket‐time billing.

26
 1. Recurring billing with Advanced Automation

Use Contracts to setup recurring charges:

Usage-based Per device Per user Fixed price Manual

automatic billing automatic billing automatic billing automatic billing billing for arbitrary
for Acronis and based on number based on number for regular amounts for other
Microsoft CSP of devices under of users under charges for fixed cases and extra
Tier-1 services management management amounts flexibility

Acronis Academy

There is the usage‐based billing model applicable to Acronis products, which automates
service usage syncing for contracts. For instance, 'Acronis Cyber Protect Cloud for VM'
syncs usage via the 'Acronis Cyber Cloud – Usage' integration. Similarly, for third‐party
services like 'Microsoft Exchange Online,' usage is pulled automatically from the Microsoft
portal using the 'Microsoft CSP Tier‐1' integration.
For per‐device billing, we can synchronize the device count managed by Acronis or third‐
party RMM tools directly with the contract. An example is managing workstations through
'N‐able N‐central,' which updates the device count in real‐time for billing.
The per‐user model uses 'Acronis Cyber Cloud – Users' integration to tally active users,
adjusting invoices as user counts change. Finally, fixed price and manual billing allows for
static or manually adjusted quantities without integrations, ensuring flexibility for unique
billing situations.
Each model ensures that billing aligns with service delivery, streamlining the invoicing
process.

27
 2. One-time billing with Advanced Automation

Use Sales items to register one-time sales:

Accepted quotes Monthly usage Ticket time Manual sales

automatically automatically automatically can be registered
register sales registered as converted to as sales items for
items for non- sales items for sales items once arbitrary products,
contract products PAYG services approved for services and
like storage billing amounts

Acronis Academy

To streamline one‐time sales and client charges in Advanced Automation, one would use
the Sales items feature. This feature accommodates both automatic and manual entries,
capturing client details, products or services provided, and agreed pricing. Sources for sales
items typically include:
• Accepted quotes, converting non‐subscription products like licenses or hardware into
sales items.
• Monthly usage for Acronis services, automatically logged at the start of each month.
• Ticket time, where approved service desk hours are recorded as sales items.
• Manual entries for miscellaneous charges as needed.
Advanced Automation handles these diverse sales inputs, simplifying the billing process.

29
 3. Ticket time billing with Advanced Automation

Ticket time approved for billing is registered as Sales items

SLA hours Outside SLA hours Custom rates Block hours

automatically automatically automatically sell support hours
track billable time track billable time track time and as blocks, track
withing SLA hours outside SLA hours use custom rates their usage and
and bill for a and bill for a to handle special bill clients for
standard rate special rate cases packs

Acronis Academy

Ticket time billing is tailored to MSP operations, distinguishing between billable and non‐
billable ticket times with rules set at the SLA level. For fixed price SLAs, ticket time is
included in the contract, negating additional charges, while time‐based SLAs charge
according to the time spent on ticket work and the applicable hourly rate. Billing becomes
more efficient with default hourly rates applied automatically for work within SLA hours,
and special rates for after‐hours service. Custom rates can also be assigned as needed for
specific clients or tasks. Additionally, the block hours feature allows clients to pre‐purchase
support hours, which Advanced Automation tracks and signals when renewal is due,
streamlining the entire ticket billing process.

31
 Section Summary

1 Advanced Automation introduces usage-based,

per-device, and per-user billing, automating service
usage syncing for precise invoicing.
The system streamlines one-time sales, capturing
2 client details, products, and agreed pricing through
the Sales items feature.

Ticket-time billing distinguishes between billable

3 and non-billable times, applying default, special, or
custom rates efficiently for MSP operations.

Acronis Academy

As we conclude this module, we reflect on the advanced billing capabilities of our system,
designed with precision and adaptability in mind. We've seen how it accommodates varied
billing structures—usage‐based, per‐device, and per‐user—ensuring a perfect match
between service delivery and billing. We've navigated the streamlined process for one‐time
sales and appreciated how ticket‐time billing meticulously manages every billable moment.
Together, these features underscore our commitment to delivering a billing solution that's
not just efficient but also intricately aligned with the complex needs of modern businesses.

33
 Advanced Automation
Invoicing Overview

Acronis Academy

As we progress, let's place our focus on a critical aspect of service delivery: the invoicing
functionalities within Advanced Automation. In this section, we will provide an overview of
how Advanced Automation optimizes this process

34
 Invoicing with Advanced Automation

1. Invoices
2. Settings and Customization
3. Export Options

Acronis Academy

Now that we’ve covered billing, let us explore Invoices, Settings & Customization, and
Export Options within Advanced Automation, essential components for efficient invoicing
and financial management.

35
 Invoices

Invoicing is semi-automatic Limitations

 Billing data is captured automatically from contracts,  Automatic invoicing procedures cannot be
one-time sales, and approved ticket time. This scheduled; they must be started manually by
includes information such as service durations, designated users or administrators. This manual
pricing, and customer details. initiation allows for a final review and customization
before generating invoices.
 The invoicing process requires manual initiation,
including the selection of invoice line items. Users
can customize each invoice, choosing specific
services, quantities, and rates to match individual
client needs.

Acronis Academy

Let's see how invoicing operates within Advanced Automation. This system combines both
automated and manual processes to ensure accuracy and flexibility.
Billing data is captured automatically from various sources, including contracts, one‐time
sales, and approved ticket time. This includes a wide range of information such as service
durations, pricing details, and customer‐specific data, forming the foundation for your
invoices.
It's essential to note that the actual invoice generation process is initiated manually. This
manual initiation allows users to tailor each invoice to specific client needs. You can
customize invoice line items, selecting services, quantities, and rates to ensure accuracy
and relevance.
One limitation is that there's no way to schedule automatic invoicing procedures. Each
billing run needs to be started manually by designated users or administrators. This manual
initiation provides an opportunity for a final review and customization, enhancing accuracy.

36
 Settings and
Customization
Settings:
Invoice prefix and number
Due date / days to pay
Footer text

Customization:
Custom logotype
Custom background image
Mandatory words and labels for a region
Custom contact details
Custom payment information and instructions

Acronis Academy

When it comes to Settings and Customization in Advanced Automation, this is where you
have the power to fine‐tune your system.
Under Settings, you're in command of essential elements like invoice prefixes, due dates,
and footer text.
Customization takes it a step further, allowing you to provide your unique touch.
Personalize your system with custom logos, background images, region‐specific labels,
contact details, and payment instructions.
With these flexible settings and customization options, Advanced Automation molds itself
to fit your specific needs, ensuring a tailor‐made experience.

37
 Export Options

Automatic export to supported 3rd

1 2 Manual export to .pdf
party accounting platforms
• QuickBooks Online
• FreshBooks
• Xero 3 Manual export to .csv
• Sage Accounting
• SnelStart

4 Manual export to .xml

Acronis Academy

Export Options within Advanced Automation is designed to enhance your invoicing process.
In Step 1, you have the convenience of automatic exports to supported 3rd‐party
accounting platforms like QuickBooks Online, FreshBooks, Xero, Sage Accounting, and
SnelStart, ensuring effortless integration with your financial systems.
If you prefer more control, Step 2 allows you to manually export invoices to PDF format.
For data analysis and flexibility, Step 3 provides manual export to CSV.
Additionally, Step 4 offers manual export to XML for specific data handling requirements.
These versatile export options adapt to your workflow, making invoicing and data
management efficient and precise.

38
 Section Summary

1 Advanced Automation ensures precise invoicing by

integrating automated data capture with manual
input.
The flexibility to handle various billing models
2 streamlines the process, adapting to specific user
needs.

Advanced Automation offers a balanced approach

3 to billing, combining efficiency, customization, and
user control.

Acronis Academy

As we conclude this section, we recognize the sophisticated blend of automation and

customization in our invoicing system. It captures data efficiently while allowing for tailored
client‐specific invoices, reflecting our commitment to precision and adaptability in billing
solutions. This balance ensures a seamless and responsive billing process, meeting diverse
business needs.

39
 Advanced Automation
Service Desk Overview

Acronis Academy

In this next section, we'll dive into the core features and functionalities of our Service Desk
module, designed to streamline your customer support operations.

40
 Service Desk Overview

1. Service Deck Overview

2. Key Features
3. Ticketing, Scheduling, Time Tracking

Acronis Academy

What we will cover is key settings, ticketing and scheduling and then time tracking.

41
 Service Desk Overview

Our robust Service Desk solution

streamlines support requests from
various sources:
 Incoming email (automatic)
 Third-party RMM alerts (automatic)
 Acronis Cyber Cloud alerts (manual)
 User-initiated (manual)
 Client-submitted (manual)

Acronis Academy

Our integrated Service Desk solution efficiently handles support requests from a variety of
sources, ensuring a streamlined and responsive support system. Requests can come in
automatically through incoming emails and third‐party RMM alerts, guaranteeing
immediate attention and action. Additionally, manual inputs like Acronis Cyber Cloud alerts,
user‐initiated, and client‐submitted requests are seamlessly integrated, providing a
comprehensive support structure that's both proactive and highly responsive to individual
needs.

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 Key Features

Client Data Integration User-Device Links Device Actions in Tickets

When you provide a user's
name, Advanced
Automation automatically
populates ticket details.
Link devices to users,
allowing seamless
association of tickets with
linked devices.
Depending on the RMM
system, perform various
device actions such as
device overview, remote
connections, and more.

Acronis Academy

First up is Client Data Integration. It automates data input when you provide a user's name
for a ticket, saving you time and ensuring accuracy. Next is User‐Device Links. It connects
support tickets to relevant devices, making sure actions are targeted where needed. Finally,
Device Actions in Tickets. Depending on your RMM, you can perform various device‐
specific actions directly within tickets, speeding up troubleshooting and resolution.

43
 Key Features

Alert-to-Ticket Sync Manual and Automatic

Automatic Closure Sync
Alert Sync

Bi-directional automatic Create tickets manually When an alert or ticket is

synchronization of alerts and sync Acronis alerts closed, the respective
from 3rd party RMM automatically, ensuring counterpart is also closed.
platforms to Advanced efficient tracking and
Automation tickets. resolution.

Acronis Academy

With the Alert to Ticket Sync feature, this offers seamless integration with 3rd party RMM
platforms, ensuring alerts automatically sync with tickets, streamlining your workflow. With
Manual Creation and Automatic Sync, you can manually create tickets and sync them with
Acronis alerts. Finally, Automatic Closure Sync ensures real‐time synchronization of ticket
and alert statuses.

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 Ticketing
Basic and Advanced Functionality

Bulk Update
Rich Text & Graphics in Ticket
Updates
SLA Breach Indicator & Notifications
Canned Responses
Attachments
Billable Items & Upsell with 'Ticket'
Products
Internal Notes & Actions
Advanced Filter & Search Options

Acronis Academy

Our ticketing system is designed to streamline your support operations effectively. With the
bulk update feature, you can make widespread changes quickly and efficiently. The
integrated text editor allows for detailed, clear ticket descriptions, and you can easily add
visuals for enhanced clarity. Stay on top of service levels with our real‐time SLA breach
indicator and prompt notifications, ensuring you're always ready to respond swiftly. Canned
responses are available to speed up your replies, and attaching files is straightforward.
Beyond handling support queries, the system also allows you to bill for services directly
within tickets, opening up additional revenue streams. And with the option to keep team
communication and actions internal, you ensure that your support efforts are cohesive,
focused, and directly contributing to a high level of service quality and operational success.

46
 Scheduling

Efficiently coordinate and manage support

activities, site work, or maintenance with
Advanced Automation scheduling, offering
full visibility for optimal team planning.

 Scheduling Options: Fixed date, time,

and duration for events.
 Future enhancements: We’re working
on updating the system to include
recurring tickets and events.

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Our Advanced Automation's scheduling feature is designed to streamline the planning of

support activities, on‐site work, and maintenance. By reflecting scheduled events in the
Advanced Automation calendar, it offers administrators and support group managers a
comprehensive overview of their team's activities and capacity. This allows for meticulous
planning and optimal workload distribution.
For scheduling, you have the flexibility to set a fixed date, time, and duration for each
event, ensuring clarity and precision in your operations.
While the current version focuses on single‐instance events, we're actively developing the
system to support recurring tickets and events. This upcoming enhancement is just one of
the ways we're committed to evolving our tools to meet your dynamic scheduling needs.

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 Time Tracking

Track time spent by users with precision

to ensure accurate billing and access to
vital metrics and KPIs.
 Automatic Tracking on Tickets
 Manual Adjustment on Tickets
 Scheduler Integration
 Direct Time Entries

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Our time tracking functionality is crucial for accurately capturing the efforts of your
business. It's not just about billing appropriately; it's also about gaining insights into key
performance metrics and indicators.
Here’s how it works:
For automatic tracking, the system is smart enough to calculate time spent on tickets even
when users are multitasking with other applications. This ensures every minute is
accounted for without extra effort from the user.
There's also flexibility with manual adjustments. The ticket timer initiates automatically,
but users have the control to adjust it as needed, providing flexibility and ensuring
accuracy.
Through the Scheduler, manual time registration is straightforward. Just select 'Add new
time registration' and fill in the details.
And finally, direct time entries can be made simply by going to Time registration and
selecting 'New,' making it easy to log time for any task.

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 Section Summary

Streamlined Support Requests: Efficiently capture

1 and organize incoming requests.

Customizable Configuration: Tailor service desk

2 settings to meet client-specific requirements.

Efficient Ticket Management: Simplify issue

3 resolution by linking user problems to devices and
enabling direct actions within tickets.

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In summary, Advanced Automation offers a unified approach to support request

management, enabling efficient integration and organization of incoming requests. Its
adaptability allows for precise customization of service desk settings to meet individual
client requirements. The streamlined ticket management system simplifies issue resolution
by connecting user‐reported problems to specific devices, enhancing productivity and
response times.

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 Advanced Automation
Business Intelligence Overview

Acronis Academy

Now that we've examined the core functionalities of Advanced Automation in optimizing
your service desk operations, let's dive into another crucial aspect of this platform:
Business Intelligence. This section will provide you with insights into how Advanced
Automation enhances your business visibility, reporting capabilities, and decision‐making
processes. So, let's get started.

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 Business Intelligence Overview

1. Billing dashboard
2. Key billing reports
3. Service desk dashboard
4. Key service desk reports
5. Timesheets

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Specifically in this section, we'll explore the various facets of Business Intelligence within
Advanced Automation. We'll start with an overview, then delve into Billing Dashboards,
Service Desk Dashboards, Key Billing Reports, Key Service Desk Reports, and Timesheets.
This comprehensive overview will provide you with valuable insights into how our Business
Intelligence tools can empower your operations.

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 Billing Dashboard
Sales and Billing dashboard can be accessed from Management Portal > Monitoring
section and provides MSP summary of their financial activity.

Net new MRR, last 6 months

All sales items revenue, last 6 months
Contracts to be invoiced
Number of end users being served

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In the Sales and Billing dashboard, accessible from the Management Portal's Monitoring
section, you can gain a comprehensive overview of financial activity. Here, you'll find crucial
metrics such as Net new MRR for the last 6 months, All sales items revenue, contracts to be
invoiced, and the number of end users being served are available. This dashboard provides
a clear snapshot of your financial health, enabling informed decision‐making.

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 Key Billing Reports

Customer Revenue Expense Report Gross Profit Summary

Offers a comprehensive Forecasts monthly Provides profit insights by

breakdown of client
spending during the report
period, including total
expenses, average hourly
rates, and detailed time
allocation insights.
customer revenue, costs,
and profits based on
existing contracts and
unprocessed billable items,
with both summary and
client-specific details.
client, analyzing monthly,
quarterly, and yearly data,
including breakdowns by
contract, sales items, and
labor.

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The key billing reports you should know about are Customer Revenue, Expense Report, and
Gross Profit Summary. These reports offer vital financial insights, including client spending,
cost analysis, and profit breakdowns, enabling you to make informed decisions and
optimize operations effectively.

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 Key Billing Reports

Gross Profit per Customer Predictive Profitability Timesheets

Displays revenue, costs, Predicts future monthly Provides a report on

and profit per client, revenue, costs, and
detailing contract, sales profitability based on
items, and labor existing contracts and
profitability. unbilled billable items,
offering both summary and
client-specific details.
partner users' time logging
during the report period,
offering both an overall
employee breakdown and
detailed per-user insights.

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Next up, we have Gross Profit per Customer, Predictive Profitability, and Timesheets. These
reports provide in‐depth financial insights.
Gross Profit per Customer details revenue, costs, and profit on a client‐by‐client basis,
including contract, sales items, and labor profitability.
Predictive Profitability predicts future monthly revenue, costs, and profitability based on
existing contracts and unbilled billable items, offering both summaries and client‐specific
data.
Timesheets offers precise time tracking, summarizing logged hours for all employees and
providing detailed per‐user breakdowns.

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Service Desk Dashboard
Service desk dashboard can be accessed from Management Portal > Monitoring section
and provides MSP summary of their helpdesk activity.

Ticket statistics
Net promoter score
Ticket types
Occupancy rate

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 Key Service Desk Reports
1 Ticket Statistics 5 Duration of Finished Tickets
Detailed statistics on ticket types, categories, endpoints, Insights into ticket resolution times for efficiency
users, and NPS value. evaluation.

2 Tickets with Specific Status 6 Number of Updates in Ticket

All tickets in a specific status, with priority, category, and Frequency of ticket updates for tracking progress and
details. communication.

3 SLA Summary 7 Tickets by Priority

SLA and ticket compliance stats, by company, user group, Analysis of ticket distribution by priority for resource
or individual. allocation.

4 NPS Tracking 8 Ticket Response Time

Net Promoter Score and rated ticket insights, by company, Measurement of ticket response times for efficient
client, user, or group. support.

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We also have Service Desk Reports, a crucial component for optimizing your technical
support operations. These reports provide valuable insights into various aspects, including
ticket statistics, specific ticket statuses, SLA compliance, Net Promoter Score tracking, ticket
resolution times, update frequencies, priorities, and response times, helping you enhance
your technical support processes effectively.

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 Timesheets

Advanced Automation's timesheet

feature delivers precise tracking and
reporting of work hours, offering a clear
view of team productivity and project
progress.

 Log and view time entries by partner

users for specific reporting periods.
 Compile comprehensive summaries
across all employees and granular
details per user.

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Timesheets are all about precise time tracking and reporting, giving you a crystal‐clear
perspective on your team's work hours and project progress.
You have the ability to effortlessly record and review time entries made by users,
specifically tailored to the reporting periods you need. Additionally, Timesheets empower
you to generate comprehensive summaries encompassing all employees, alongside
detailed breakdowns for individual users. It's a valuable resource for monitoring and
optimizing your team's productivity and resource management.

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 Section Summary

1 Integrated Business Intelligence tools empower

data-driven decisions.

Financial insights and support metrics enhance

2 operations and help you make informed decisions

Efficient timesheet tracking streamlines project

3 management.

Acronis Academy

This module has provided a comprehensive exploration of Advanced Automation's Business

Intelligence capabilities, offering valuable insights into your financial and support
operations. By familiarizing yourself with these tools, you're better equipped to optimize
your operations and make informed decisions for the success of your MSP business.

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 Advanced Automation
What`s Next

Acronis Academy

So we are at the end of our course. What comes next?

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 Review the Materials

Download and
review the course
materials
Re-watch the videos
as many times as
you’d like

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Feel free to come back to watch sections of this video as often as needed. Please be sure to
download any PDF’s attached to this course for reference material and to assist with the
exam.

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 Take your test

Assessment:

20 MCQ Quiz

60 Min Working
Time

70% Passing
Grade
2 Attempts,
Open Book

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There will be 20 questions for the exam and all the answers are within any PDF's attached
in the course.
You will have one hour, need a 70% passing grade and remember two attempts and open
book (the PDF’s are searchable so Control “F” is your best friend).

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 Thank you for watching!

Acronis Academy

And with that I like to thank you for attending the Cloud Tech Associate Advanced
Automation course and hope this helped and wish you great success with Acronis Cyber
Protect Cloud.

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