Customer Portal Essentials | Design storyboard

Module title: Customer Portal Essentials

Lesson titles

Navigate and find
Prepare and submit
Support and coordinate
Report and administer

Module objectives

Given a fictional portal dashboard and order-history view, locate an order using status, site and type filters, and explain why a filtered list is not the full order list.
Given a fictional connection request and the course checklist, choose the correct endpoints, scheduling and purchase-order checks before submission, with no omitted approval checks.
Given a fictional operational scenario and the reference checklist, select the appropriate ticket, shipment or visit workflow and identify the details to verify before submission.
Given an asset-report request and a permission-copy scenario, choose the correct report destination and access checks, and recognise that copying permissions replaces existing permissions.

Lesson 1: Navigate and find

Section	Visual Description & On-Screen Text	Audio Narration / On-Screen Instruction	Action	Notes for Developer
M1.S01	Visual direction: Use original operations-floor photography on the right, a deep petrol title panel and a narrow citron side rail. On-screen text: Customer portal essentials Adapted from real workplace training. Company identity, branding and confidential information have been removed or replaced. Nova Quay is the fictional replacement identity. For Customer Success Managers with prior knowledge of data centre infrastructure, processes and terminology. Begin	Narration: Welcome to Customer Portal Essentials. This portfolio reconstruction is adapted from training developed for a real organisation. The company name, branding and confidential information have been removed or replaced. Nova Quay is the fictional replacement identity, and the recreated screens use illustrative data. The original audience was Customer Success Managers with prior knowledge of data centre infrastructure, processes and terminology. This course builds on that knowledge to teach portal workflows. Select Begin to start. On-screen instruction: Select Begin.	Begin the course and display the learning outcomes.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S02	Visual direction: Use a petrol side rail, glacier content cards and citron emphasis. Keep all essential text editable. On-screen text: Your operating route 01 Navigate and find 02 Prepare and submit 03 Support and coordinate 04 Report and administer Use the reference checklist as you practise.	Narration: Follow four lessons: navigate and find, prepare and submit, support and coordinate, and report and administer. Practise finding orders, preparing requests, choosing operational workflows, and checking reports and access. Each practice includes feedback and a retry. On-screen instruction: Select Continue or Back.	Read or listen, then continue. Use the course menu to revisit available slides.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S03	Visual direction: Use three equally styled glacier cards. Bold and underline the Orders and Tickets, Operations, and Reports and Administration headings. On-screen text: One portal. Several jobs. ORDERS & TICKETS Connections, assistance, trouble tickets and visits. OPERATIONS Installed assets and unannounced shipments. REPORTS / ADMINISTRATION Report requests, schedules and authorised user management.	Narration: The portal brings several jobs into one place. Orders and Tickets starts requests and tracks their progress. Operations helps you work with installed assets and unannounced shipments. Reports produces read information. Administration is for authorised user management. Begin with the job you need to do, then choose its destination. On-screen instruction: Select Continue or Back.	Read or listen, then continue. Use the course menu to revisit available slides.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. In end-of-course review, skip questions and feedback and show Return to completion. Keep that control absent from normal learning. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S04	Visual direction: Show a large, clear recreated Sign in view beside the explanation. Use editable labels, fictional records and a visible recreated-view caption. On-screen text: Access and preferences Use your assigned account and the approved sign-in process. Follow the password requirements shown by the current system. Login-screen language affects that screen. Profile preferences control your working language and time zone. Unavailable options can reflect your permissions. Recreated application view Sign in Username: your assigned account Password: •••••••••• Language: English Log in: Use the approved sign-in process Recreated training view / illustrative data	Narration: Sign in with your assigned account and follow the current password requirements. The login-screen language affects that screen. Change your working language and time zone in your profile. If an option is unavailable, check your permitted role rather than assuming the feature is broken. On-screen instruction: Select Continue or Back.	Read or listen, then continue. Use the course menu to revisit available slides.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. In end-of-course review, skip questions and feedback and show Return to completion. Keep that control absent from normal learning. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S05	Visual direction: Show a large, clear recreated Orders Dashboard view beside the explanation. Use editable labels, fictional records and a visible recreated-view caption. On-screen text: Read the dashboard STATUS → VISIBLE ORDERS Received \| In progress \| Pending action \| Completed Then narrow by site and ordering contact. Sort a column to change the order of rows. Filtering changes what you see; it does not delete orders. Recreated application view Orders Dashboard Last 200 Orders: Ordering contact: All contacts Site: All sites 133 received \| 21 in progress: 1 pending action \| 26 completed Order number Status: NQ-1042 In progress Recreated training view / illustrative data	Narration: The dashboard combines a status summary and an order list. Selecting a status narrows the visible rows. Site and ordering-contact filters narrow them further. Column sorting changes the order of the rows. Always read the active filters before concluding that an order is missing. Filtering changes the view, not the underlying orders. On-screen instruction: Select Continue or Back.	Read or listen, then continue. Use the course menu to revisit available slides.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. In end-of-course review, skip questions and feedback and show Return to completion. Keep that control absent from normal learning. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S06	Visual direction: Show a clear recreated portal walkthrough with large controls and illustrative data. Keep the explanatory checkpoints beside it and show the native video controls for playback and replay. On-screen text: Watch: narrow the view Select Play to watch this application walkthrough. Review the dashboard detail and animated checkpoints. 1 Read the status summary. 2 Check the active status and site filters. 3 Widen the search when needed. Use the video Play/Pause button and progress bar.	Narration: Watch this video to see the dashboard controls and filtering workflow in the application. Review the dashboard detail and the three checkpoints. Read the status summary, check the active filters, and widen the search when needed. A filtered view cannot prove that an order does not exist. Clear or adjust the filters, then use Order History if you need a wider search. On-screen instruction: Use Play/Pause to start or stop playback. Move the video progress bar to the beginning to replay.	Play or pause the walkthrough, replay it if needed, or read the equivalent checkpoints. Continue to the next topic.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. In end-of-course review, skip questions and feedback and show Return to completion. Keep that control absent from normal learning. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S07	Visual direction: Show a large, clear recreated Order and Ticket History view beside the explanation. Use editable labels, fictional records and a visible recreated-view caption. On-screen text: Find, open and change Order History offers type, location and date filters. Clear Filters restores a wider view. Open an order to expand its details. Use its action menu for permitted Modify or Cancel actions. Check whether an action applies to the whole order or one fulfilment section. Recreated application view Order and Ticket History Filter by: Type \| Location \| Date Clear Filters: Restore the wider list NQ-1042 Cross connect: In progress ▾ Expand details Order action menu: Modify \| Cancel : when permitted Recreated training view / illustrative data	Narration: Use Order History for type, location and date filters. Clear Filters restores a wider view. Open the matching order and expand its details before making a change. The action menu may offer Modify or Cancel. Confirm whether the action affects the whole order or a particular fulfilment section, and confirm its availability for that order status. On-screen instruction: Select Continue or Back.	Read or listen, then continue. Use the course menu to revisit available slides.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. In end-of-course review, skip questions and feedback and show Return to completion. Keep that control absent from normal learning. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S08	Visual direction: Use a petrol side rail, glacier content cards and citron emphasis. Keep all essential text editable. On-screen text: Practice: a missing order Your colleague cannot see yesterday’s request. The dashboard shows Completed orders at one site. What should you do first? Create the same request again. Review and clear the filters, then search Order History. Assume the request was deleted. Review this topic	Narration: A colleague cannot see yesterday’s request. The dashboard shows only completed orders at one site. Choose the most useful first step. On-screen instruction: Select an answer, or Review this topic to revisit the explanation.	Select an answer to see its specific feedback. Review this topic returns to the relevant learning; continue from there to return to the question.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S35	Visual direction: Use a petrol side rail, glacier content cards and citron emphasis. Keep all essential text editable. On-screen text: Check before duplicating A duplicate could create unnecessary work. Review what the active filters exclude before creating another request.	Narration: Check before duplicating. A duplicate could create unnecessary work. Review what the active filters exclude before creating another request. On-screen instruction: Select Try again.	Display after the corresponding answer. Return to the question to revise.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S36	Visual direction: Use a petrol side rail, glacier content cards and citron emphasis. Keep all essential text editable. On-screen text: Correct: widen the view The status and site filters can exclude yesterday’s request. Clear or adjust them, then use Order History to search the wider record.	Narration: Correct: widen the view. The status and site filters can exclude yesterday’s request. Clear or adjust them, then use Order History to search the wider record. On-screen instruction: Select Review question or Continue.	Display after the corresponding answer. Return to the question to revise. Allow Continue after a correct answer.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S37	Visual direction: Use a petrol side rail, glacier content cards and citron emphasis. Keep all essential text editable. On-screen text: The view is not the record A filtered dashboard cannot show that an order was deleted. Check the filters and search a wider history before drawing that conclusion.	Narration: The view is not the record. A filtered dashboard cannot show that an order was deleted. Check the filters and search a wider history before drawing that conclusion. On-screen instruction: Select Try again.	Display after the corresponding answer. Return to the question to revise.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.

Lesson 2: Prepare and submit

Section	Visual Description & On-Screen Text	Audio Narration / On-Screen Instruction	Action	Notes for Developer
M1.S09	Visual direction: Show a large, clear recreated Standard Cross Connect view beside the explanation. Use editable labels, fictional records and a visible recreated-view caption. On-screen text: Prepare both endpoints A SIDE → CONNECTION → Z SIDE Confirm the service, site, space, patch panel and port on each side. Use patch-panel search when you know the identifier. Check the populated details against the request. A same-customer connection still needs both endpoints checked. Recreated application view Standard Cross Connect A-Side Details: Site • Space • Patch panel • Port Z-Side Details: Site • Space • Patch panel • Port Search by patch panel: PP-204001 Search Matching location: NQ-LON-01 • Cage A12 • Port 08 Recreated training view / illustrative data	Narration: A connection joins an A-side endpoint to a Z-side endpoint. Confirm the service, site, space, patch panel and port on both sides. Patch-panel search can populate details when you know the identifier, but you must check the result. A same-customer connection still needs the correct endpoints. An available-looking port is not a substitute for the required authority. On-screen instruction: Select Continue or Back.	Read or listen, then continue. Use the course menu to revisit available slides.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. In end-of-course review, skip questions and feedback and show Return to completion. Keep that control absent from normal learning. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S10	Visual direction: Show a large, clear recreated Visual Patch Panel view beside the explanation. Use editable labels, fictional records and a visible recreated-view caption. On-screen text: Use the visual patch panel Patch-panel options can help you: • View occupied ports • Select from a visual patch panel • Request a new panel Inspect the selected ports and proceed only when they match the authorised request. Recreated application view Visual Patch Panel Patch Panel: PP-204001 Port status: Reserved \| Occupied \| Available Illustrative selection: Port 08 : check against the request Proceed with selection: Continue only after checking the ports Recreated training view / illustrative data Show illustrative ports 01 to 16, highlight port 08, and label occupied, reserved and selected states. Selected: port 08. Proceed with selection.	Narration: The patch-panel options help you review occupied ports, select from a visual patch panel or request a new panel. Inspect the chosen ports before proceeding. Check the endpoint and service details, rather than relying on the visual colour alone. Use the progress steps to return to an earlier part of the form and correct a detail. On-screen instruction: Select Continue or Back.	Read or listen, then continue. Use the course menu to revisit available slides.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. In end-of-course review, skip questions and feedback and show Return to completion. Keep that control absent from normal learning. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S11	Visual direction: Show a clear recreated portal walkthrough with large controls and illustrative data. Keep the explanatory checkpoints beside it and show the native video controls for playback and replay. On-screen text: Watch: locate the endpoint Select Play to watch this application walkthrough. 1 Search the known patch-panel identifier. 2 Inspect the matching location. 3 Confirm the A and Z details before proceeding. Use the video Play/Pause button and progress bar.	Narration: Watch this video to see how to locate and check an endpoint in the application. Review the endpoint-search detail and checkpoints. Search the known patch-panel identifier, inspect the returned location and check the A and Z details. Search is a shortcut to finding information, not approval to use whichever result appears. On-screen instruction: Use Play/Pause to start or stop playback. Move the video progress bar to the beginning to replay.	Play or pause the walkthrough, replay it if needed, or read the equivalent checkpoints. Continue to the next topic.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. In end-of-course review, skip questions and feedback and show Return to completion. Keep that control absent from normal learning. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S12	Visual direction: Show a large, clear recreated Scheduling view beside the explanation. Use editable labels, fictional records and a visible recreated-view caption. On-screen text: A release date is not completion Carrier circuit delivery date: the point at which work is released to operations in this training workflow. It is not a promise that the connection will be completed that day. Confirm the applicable lead time, service commitment and dependencies before setting expectations. Recreated application view Scheduling Desired release date: Location: NQ-LON-01 Site local time: 09:00 Order Summary: Review the requested timing Recreated training view / illustrative data	Narration: The carrier circuit delivery date releases the work to operations in this training workflow. It is not the completion date. Do not convert a requested release date into a delivery promise. Check the applicable lead time, service commitment and dependencies before setting expectations. On-screen instruction: Select Continue or Back.	Read or listen, then continue. Use the course menu to revisit available slides.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. In end-of-course review, skip questions and feedback and show Return to completion. Keep that control absent from normal learning. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S13	Visual direction: Show a large, clear recreated Cross Connect Removal view beside the explanation. Use editable labels, fictional records and a visible recreated-view caption. On-screen text: Removal needs a deliberate check Find the exact installed asset or serial number. Verify its location and connection details. Confirm authority and the live-traffic assessment. Never use a proceed-with-live-traffic option simply to bypass uncertainty. Arrange field assistance if the approved task needs it. Recreated application view Cross Connect Removal Service details: Location and cabinet Select asset: Asset ID \| Serial number \| Description Illustrative selection: NQ-8201 \| SN-1042 \| Cross connect Order Summary: Check the selected service Recreated training view / illustrative data	Narration: For removal, find the exact asset or serial number and verify its location and connection details. Confirm the authority to remove it and assess live traffic before selecting an option. A proceed-with-live-traffic option must not bypass uncertainty. If physical cable or patch-panel work is needed, arrange the appropriate authorised field assistance. On-screen instruction: Select Continue or Back.	Read or listen, then continue. Use the course menu to revisit available slides.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. In end-of-course review, skip questions and feedback and show Return to completion. Keep that control absent from normal learning. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S14	Visual direction: Show a large, clear recreated Smart Hands Order view beside the explanation. Use editable labels, fictional records and a visible recreated-view caption. On-screen text: Choose the right assistance Use the assistance catalogue for the required field task. State the site, asset, requested work, timing and contact. Report tasks can include power consumption, access enrolment and cage access logs. Check scope and any applicable charges before submitting. Recreated application view Smart Hands Order Filter by category: Equipment \| Cables \| On-site services Choose a service: Install equipment \| Move patch cable More service options: Request photos \| Other requests Request details: Describe the work and confirm charges Recreated training view / illustrative data	Narration: Use the assistance catalogue for the required field task. Supply the site, asset, requested work, timing and contact. Report-related tasks can include power consumption, access enrolment and cage access logs. Confirm the scope and any applicable charges. A request for an on-site task is different from a report you can generate in the report centre. On-screen instruction: Select Continue or Back.	Read or listen, then continue. Use the course menu to revisit available slides.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. In end-of-course review, skip questions and feedback and show Return to completion. Keep that control absent from normal learning. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S15	Visual direction: Show a large, clear recreated Review Basket view beside the explanation. Use editable labels, fictional records and a visible recreated-view caption. On-screen text: Review before you submit The basket shows a summary and an edit shortcut. Review Basket exposes Duplicate, Save for later, Edit and Delete. Incomplete saved items are not ready to submit. Check all required fields, approvals and any expedite charge. Record the confirmation and order reference. Recreated application view Review Basket Cross Connect : Standard: Expand to review A-side and Z-side Request actions: Edit \| Delete \| Save for Later Saved for Later: Return to the saved request Ready for submission: Review before selecting Submit Recreated training view / illustrative data	Narration: The basket gives a summary and a direct edit shortcut. Review Basket lets you duplicate, save for later, edit or delete an item. An incomplete saved item is not ready for submission. Check the required fields and approvals. If you request expedited work, confirm any charge and the agreed timing. After submission, record the confirmation and order reference. On-screen instruction: Select Continue or Back.	Read or listen, then continue. Use the course menu to revisit available slides.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. In end-of-course review, skip questions and feedback and show Return to completion. Keep that control absent from normal learning. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S16	Visual direction: Show a large, clear recreated Purchase Order Details view beside the explanation. Use editable labels, fictional records and a visible recreated-view caption. On-screen text: Resolve the purchase order EXISTING PO Select the correct existing record; avoid a duplicate. NEW PO Provide the required details and approved document. NO PO Use this route only with the required approved exception. Recreated application view Purchase Order Details Purchase order: Attach or select the correct PO Reference information: Check the request reference Contact information: Ordering contact / technical contact Review before submission: PO or approved exception required Recreated training view / illustrative data	Narration: Resolve the purchase order before submitting. Select the correct existing record when one is available. If a duplicate is detected, use the existing record rather than creating it again. For a new purchase order, provide the required details and approved document. A no-purchase-order route requires the approved exception, not a convenient workaround. On-screen instruction: Select Continue or Back.	Read or listen, then continue. Use the course menu to revisit available slides.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. In end-of-course review, skip questions and feedback and show Return to completion. Keep that control absent from normal learning. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S17	Visual direction: Use a petrol side rail, glacier content cards and citron emphasis. Keep all essential text editable. On-screen text: Practice: ready to release? A request has correct endpoints and a desired release date. The requester says “no PO” but has no approved exception. What is the next step? Submit and promise completion on the release date. Duplicate an old PO without checking it. Resolve the PO or approved exception and confirm timing before submission. Review this topic	Narration: The connection endpoints are correct and the requester has supplied a desired release date. They say no purchase order is needed, but have no approved exception. Choose the next step. On-screen instruction: Select an answer, or Review this topic to revisit the explanation.	Select an answer to see its specific feedback. Review this topic returns to the relevant learning; continue from there to return to the question.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S38	Visual direction: Use a petrol side rail, glacier content cards and citron emphasis. Keep all essential text editable. On-screen text: Release is not completion The release date is not a completion promise, and the PO exception is unresolved. Check both before submission.	Narration: Release is not completion. The release date is not a completion promise, and the PO exception is unresolved. Check both before submission. On-screen instruction: Select Try again.	Display after the corresponding answer. Return to the question to revise.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S39	Visual direction: Use a petrol side rail, glacier content cards and citron emphasis. Keep all essential text editable. On-screen text: Avoid a duplicate record An old PO is not automatically suitable for a new request. Select the authorised existing record or resolve a new PO or exception.	Narration: Avoid a duplicate record. An old PO is not automatically suitable for a new request. Select the authorised existing record or resolve a new PO or exception. On-screen instruction: Select Try again.	Display after the corresponding answer. Return to the question to revise.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S40	Visual direction: Use a petrol side rail, glacier content cards and citron emphasis. Keep all essential text editable. On-screen text: Correct: resolve both checks Resolve the purchase order or approved exception and confirm the timing. Correct endpoints alone do not make the request ready.	Narration: Correct: resolve both checks. Resolve the purchase order or approved exception and confirm the timing. Correct endpoints alone do not make the request ready. On-screen instruction: Select Review question or Continue.	Display after the corresponding answer. Return to the question to revise. Allow Continue after a correct answer.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.

Lesson 3: Support and coordinate

Section	Visual Description & On-Screen Text	Audio Narration / On-Screen Instruction	Action	Notes for Developer
M1.S18	Visual direction: Show a large, clear recreated Trouble Ticket view beside the explanation. Use editable labels, fictional records and a visible recreated-view caption. On-screen text: Build a useful trouble ticket Identify the affected asset, serial number or patch panel. Describe the symptom, impact and start time. Add the right contacts and relevant attachments. Review the details and keep the ticket reference. Recreated application view Trouble Ticket 1 Location: Find the affected asset or location 2 Problem Details: Symptoms and scope 3 Additional Information: Supporting detail 4 Contact Information: How the team can reach you Recreated training view / illustrative data	Narration: For a trouble ticket, identify the affected asset, serial number or patch panel. Describe the symptom, impact and start time so the team can understand the issue. Add the relevant contacts and attachments, then review the details and keep the ticket reference. Record observations accurately instead of guessing a diagnosis. On-screen instruction: Select Continue or Back.	Read or listen, then continue. Use the course menu to revisit available slides.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. In end-of-course review, skip questions and feedback and show Return to completion. Keep that control absent from normal learning. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S19	Visual direction: Show a large, clear recreated Unannounced Shipments view beside the explanation. Use editable labels, fictional records and a visible recreated-view caption. On-screen text: A package without a ticket OPERATIONS → UNANNOUNCED SHIPMENTS Find the received package and check its identifiers. Choose the correct cage destination for delivery. Check shipment history when investigating what happened. Normal inbound and outbound requests use their own ticket workflows. Recreated application view Unannounced Shipments Received package: Shipment ID \| Arrival date \| Carrier Illustrative record: NQ-SH-0042 \| 16 Oct \| Carrier A Delivery destination: Confirm the correct cage Shipment history: Check the recorded events Recreated training view / illustrative data	Narration: An unannounced shipment is a received package without the expected shipment ticket. Find it under Operations, rather than creating an unrelated order. Check the package identifiers and choose the correct cage destination for delivery. Use shipment history to investigate its progress. Planned inbound and outbound shipments use their own ticket workflows. On-screen instruction: Select Continue or Back.	Read or listen, then continue. Use the course menu to revisit available slides.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. In end-of-course review, skip questions and feedback and show Return to completion. Keep that control absent from normal learning. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S20	Visual direction: Show a large, clear recreated Work Visit Details view beside the explanation. Use editable labels, fictional records and a visible recreated-view caption. On-screen text: Coordinate a work visit Confirm site, space, date, time and visitors. Check the visit summary. Escort or cabinet-access assistance needs the correct authority. Confirm any charge before requesting optional assistance. Use the reference after submission to track the visit. Recreated application view Work Visit Details Location and visitors: NQ-LON-01 • 2 named visitors Start / end date: • site local time Optional assistance: Escort / cabinet-access assistance Work Visit Summary: Confirm authority and any charges Recreated training view / illustrative data	Narration: For a work visit, confirm the site, space, date, time and visitor details. Review the summary before submission. If an escort or cabinet-access assistance is required, confirm the authority and any charge before choosing that option. Keep the visit reference and use it to track the request. On-screen instruction: Select Continue or Back.	Read or listen, then continue. Use the course menu to revisit available slides.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. In end-of-course review, skip questions and feedback and show Return to completion. Keep that control absent from normal learning. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S21	Visual direction: Show a clear recreated portal walkthrough with large controls and illustrative data. Keep the explanatory checkpoints beside it and show the native video controls for playback and replay. On-screen text: Watch: check the visit Select Play to watch this application walkthrough. 1 Review the visit details. 2 Read the optional assistance choices. 3 Confirm authority and charges before submission. Use the video Play/Pause button and progress bar.	Narration: Watch this video to see the visit details and optional assistance choices in the application. Review the visit-form detail and checkpoints. Review the visit details and read the optional assistance choices. Do not request cabinet access or an escort by habit. Confirm the required authority and any charge, then review the summary before submitting. On-screen instruction: Use Play/Pause to start or stop playback. Move the video progress bar to the beginning to replay.	Play or pause the walkthrough, replay it if needed, or read the equivalent checkpoints. Continue to the next topic.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. In end-of-course review, skip questions and feedback and show Return to completion. Keep that control absent from normal learning. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S22	Visual direction: Show a large, clear recreated Message Centre view beside the explanation. Use editable labels, fictional records and a visible recreated-view caption. On-screen text: Keep sight of updates The dashboard Message Centre summarises updates. Global notifications remain available as you navigate. Check the linked order, ticket or report before acting. An update is a prompt to inspect the record, not evidence that every task is complete. Recreated application view Message Centre Tabs: Pending \| Notifications \| Recent Pending actions: Items requiring attention Notifications: Updates about your requests Open the matching order: Confirm the current details Recreated training view / illustrative data	Narration: The dashboard Message Centre summarises updates. Global notifications remain available when you navigate away from the dashboard. Open the linked order, ticket or report to confirm what the message means. An update is a prompt to inspect the record, not proof that every related task is complete. On-screen instruction: Select Continue or Back.	Read or listen, then continue. Use the course menu to revisit available slides.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. In end-of-course review, skip questions and feedback and show Return to completion. Keep that control absent from normal learning. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S23	Visual direction: Use a petrol side rail, glacier content cards and citron emphasis. Keep all essential text editable. On-screen text: Practice: the unexpected package A package has arrived without a shipment ticket. The requester asks for delivery to a cage. Which route fits the task? Operations: locate the unannounced shipment and verify its destination. Create a connection removal order. Request a user-permissions report. Review this topic	Narration: A package has arrived without a shipment ticket, and the requester wants it delivered to a cage. Choose the route that fits this task. On-screen instruction: Select an answer, or Review this topic to revisit the explanation.	Select an answer to see its specific feedback. Review this topic returns to the relevant learning; continue from there to return to the question.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S41	Visual direction: Use a petrol side rail, glacier content cards and citron emphasis. Keep all essential text editable. On-screen text: Correct: match the workflow Operations contains unannounced shipments. Locate the received package, check its identifiers and confirm the cage destination before arranging delivery.	Narration: Correct: match the workflow. Operations contains unannounced shipments. Locate the received package, check its identifiers and confirm the cage destination before arranging delivery. On-screen instruction: Select Review question or Continue.	Display after the corresponding answer. Return to the question to revise. Allow Continue after a correct answer.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S42	Visual direction: Use a petrol side rail, glacier content cards and citron emphasis. Keep all essential text editable. On-screen text: Removal is a different task A removal order changes an installed connection. This task concerns a received package without the expected shipment ticket.	Narration: Removal is a different task. A removal order changes an installed connection. This task concerns a received package without the expected shipment ticket. On-screen instruction: Select Try again.	Display after the corresponding answer. Return to the question to revise.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S43	Visual direction: Use a petrol side rail, glacier content cards and citron emphasis. Keep all essential text editable. On-screen text: A report will not arrange delivery A permissions report describes access. Use the workflow for the received package and verify where it should be delivered.	Narration: A report will not arrange delivery. A permissions report describes access. Use the workflow for the received package and verify where it should be delivered. On-screen instruction: Select Try again.	Display after the corresponding answer. Return to the question to revise.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.

Lesson 4: Report and administer

Section	Visual Description & On-Screen Text	Audio Narration / On-Screen Instruction	Action	Notes for Developer
M1.S24	Visual direction: Show a large, clear recreated Install Base view beside the explanation. Use editable labels, fictional records and a visible recreated-view caption. On-screen text: Choose the asset view OPERATIONS / INSTALLED ASSETS A consolidated view for reviewing installed assets and available filters. REPORT CENTRE Report categories and filters for producing a specific output. The views are related, but their categories and filters can differ. Recreated application view Install Base Filter by: Location \| Asset or product type Asset list: Serial number \| Product type \| Installed on Illustrative asset: SN-1042 \| Cross connect \| 01 Oct 2026 Generate Report: Check scope before requesting Recreated training view / illustrative data	Narration: Use the Operations installed-assets view to review assets together and narrow the view with its filters. Use the Report Centre when you need a particular report output. These are related views, not identical reports: their categories and filters can differ. Check the scope and selected asset category before comparing totals. On-screen instruction: Select Continue or Back.	Read or listen, then continue. Use the course menu to revisit available slides.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. In end-of-course review, skip questions and feedback and show Return to completion. Keep that control absent from normal learning. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S25	Visual direction: Show a large, clear recreated Reports Centre view beside the explanation. Use editable labels, fictional records and a visible recreated-view caption. On-screen text: Three report destinations REQUEST REPORT Choose the report and its scope. MY REPORTS Open or read completed outputs. MANAGE REPORTS Review and change recurring schedules. Recreated application view Reports Centre Request Report: Choose report type and scope My Reports: Find completed outputs Manage Reports: Change recurring schedules Before downloading: Check the report name and status Recreated training view / illustrative data	Narration: There are three report destinations. Request Report starts a report and defines its scope. My Reports contains completed outputs to open or download. Manage Reports is for recurring schedules. Choose the destination that matches your job. A successfully requested report may still need processing before it appears as a completed output. On-screen instruction: Select Continue or Back.	Read or listen, then continue. Use the course menu to revisit available slides.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. In end-of-course review, skip questions and feedback and show Return to completion. Keep that control absent from normal learning. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S26	Visual direction: Show a clear recreated portal walkthrough with large controls and illustrative data. Keep the explanatory checkpoints beside it and show the native video controls for playback and replay. On-screen text: Watch: find the output Select Play to watch this application walkthrough. 1 Open My Reports. 2 Check the report name and status. 3 read intended completed output. Use the video Play/Pause button and progress bar.	Narration: Watch this video to see how to find and read a completed report in the application. Review the completed-report detail and checkpoints. Check the report name and status before downloading. My Reports is the destination for finished outputs; Manage Reports is for changing recurring schedules. Confirm that the selected report has the scope you need. On-screen instruction: Use Play/Pause to start or stop playback. Move the video progress bar to the beginning to replay.	Play or pause the walkthrough, replay it if needed, or read the equivalent checkpoints. Continue to the next topic.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. In end-of-course review, skip questions and feedback and show Return to completion. Keep that control absent from normal learning. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S27	Visual direction: Show a large, clear recreated Manage Reports view beside the explanation. Use editable labels, fictional records and a visible recreated-view caption. On-screen text: Schedule for authorised recipients Confirm report scope and recurrence. Select recipients who are registered users with the relevant access. Check notifications and the generated output. Review or stop the schedule in Manage Reports when the need changes. Recreated application view Manage Reports Recurring report: Installed assets : London Schedule: Review the frequency and scope Manage the schedule: Edit or stop the intended report Before saving: Confirm the right recurring request Recreated training view / illustrative data	Narration: For a recurring report, confirm the scope and recurrence. Recipients must be registered users with the relevant access. Adding an address is not a substitute for that access. Check the notification and generated output. Review or stop the schedule in Manage Reports when the business need changes. Use the current system guidance for retention and read limits. On-screen instruction: Select Continue or Back.	Read or listen, then continue. Use the course menu to revisit available slides.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. In end-of-course review, skip questions and feedback and show Return to completion. Keep that control absent from normal learning. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S28	Visual direction: Show a large, clear recreated User Management view beside the explanation. Use editable labels, fictional records and a visible recreated-view caption. On-screen text: Copy permissions with care 1 Select the SOURCE user. 2 Choose Copy Permissions From. 3 Select the DESTINATION users. 4 Verify the intended access, then Apply. Copying replaces each recipient’s existing permissions. It does not create a new custom role. Recreated application view User Management Selected users: 2 users selected Permission actions: Copy permissions \| Paste permissions Paste or Cancel: Confirm the intended recipients Effect of copying: Replaces existing permissions Recreated training view / illustrative data	Narration: To copy permissions, start with the source user and choose Copy Permissions From. Then select the destination users. Verify the intended access before applying. The copy replaces the recipients’ existing permissions; it does not add only the missing permissions or create a new custom role. Use an authorised administrator and check the result. On-screen instruction: Select Continue or Back.	Read or listen, then continue. Use the course menu to revisit available slides.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. In end-of-course review, skip questions and feedback and show Return to completion. Keep that control absent from normal learning. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S29	Visual direction: Show a large, clear recreated User Management view beside the explanation. Use editable labels, fictional records and a visible recreated-view caption. On-screen text: Profiles and batch creation Profile: working language and time zone. User management: permitted account and access changes. For batch creation, use the current template. Validate the data and the supported batch size. Assign and verify the intended access. Recreated application view User Management Filter by: User status \| User role User list: Name \| Email \| Status \| User role Illustrative user: Alex Morgan \| Active \| User Authorised administration: Check the intended account and role Recreated training view / illustrative data	Narration: Profile preferences include the working language and time zone. User management contains the account and access changes available to your role. For batch creation, use the current template, validate the data and check the supported batch size. Assign and verify the intended access for each new user. On-screen instruction: Select Continue or Back.	Read or listen, then continue. Use the course menu to revisit available slides.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. In end-of-course review, skip questions and feedback and show Return to completion. Keep that control absent from normal learning. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S30	Visual direction: Use a petrol side rail, glacier content cards and citron emphasis. Keep all essential text editable. On-screen text: Practice: preserve needed access A destination user already has approved billing access. You plan to copy another user’s operational permissions. What must you check before Apply? Nothing: copying always adds permissions without removing any. Whether replacing the existing set would remove needed access; confirm the intended set first. Whether the copy will invent a new custom role automatically. Review this topic	Narration: A destination user already has approved billing access. You plan to copy another user’s operational permissions. Choose the check you must make before applying the copy. On-screen instruction: Select an answer, or Review this topic to revisit the explanation.	Select an answer to see its specific feedback. Review this topic returns to the relevant learning; continue from there to return to the question.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S31	Visual direction: Use a petrol side rail, glacier content cards and citron emphasis. Keep all essential text editable. On-screen text: Practice: send the right report A colleague needs a completed installed-assets report and a weekly recurrence for an authorised recipient. Which route is correct? read in My Reports; manage the recurrence in Manage Reports; verify recipient access. Use only the dashboard and send to any external address. Copy administrator permissions to everyone before downloading. Review this topic	Narration: A colleague needs a completed installed-assets report and a weekly recurrence for an authorised recipient. Choose the correct destinations and access check. On-screen instruction: Select an answer, or Review this topic to revisit the explanation.	Select an answer to see its specific feedback. Review this topic returns to the relevant learning; continue from there to return to the question.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S32	Visual direction: Use a petrol side rail, glacier content cards and citron emphasis. Keep all essential text editable. On-screen text: Bring the method to work In your own notes, choose a routine portal task. Write the destination, the details to check and the confirmation to keep. SELF-CHECK Right route? Correct scope? Authority checked? Reference recorded? Your notes stay with you; they are not collected or assessed.	Narration: Choose a routine portal task and write its destination, the details you would check and the confirmation you would keep in your own notes. Check your route, scope, authority and reference. These private notes are not collected or assessed by the course. Use the reference checklist when applying the method to your own work. On-screen instruction: Select Continue or Back.	Read or listen, then continue. Use the course menu to revisit available slides.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. Keep written reflection private and ungraded. In end-of-course review, skip questions and feedback and show Return to completion. Keep that control absent from normal learning. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S33	Visual direction: Use four clearly separated rows with bold FIND, CHECK, CONFIRM and GOVERN labels in a dedicated left column and aligned explanations on the right. On-screen text: Find. Check. Confirm. FIND Choose the right destination and read the active filters. CHECK Validate endpoints, scope, timing, authority and charges. CONFIRM Review the request and keep its reference. GOVERN Check report access and the effect of permission changes.	Narration: Find the right destination and read the active filters. Check the endpoints, scope, timing, authority and charges. Confirm the request and keep its reference. Govern report access and check the effect of permission changes. The portfolio examples support practice; use your current approved procedure in a live system. On-screen instruction: Select Continue or Back.	Read or listen, then continue. Use the course menu to revisit available slides.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. In end-of-course review, skip questions and feedback and show Return to completion. Keep that control absent from normal learning. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S34	Visual direction: Use receiving-team photography, a petrol completion panel and four clear review controls. On-screen text: Your route is complete You have reached the end of Customer Portal Essentials. Use the reference checklist in Resources. Revisit explanations and videos without repeating the questions. Review navigation Review requests Review coordination Review reports and access	Narration: You have reached the end of Customer Portal Essentials. Use the reference checklist in Resources. Select a review section to revisit the explanations and videos without answering the practice questions again. During review, Return to completion brings you straight back here. On-screen instruction: Choose a section to review.	Open the selected review section. Show explanations and videos only, skipping practice questions and their feedback. Return to completion brings the learner here in one click.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S44	Visual direction: Use a petrol side rail, glacier content cards and citron emphasis. Keep all essential text editable. On-screen text: Copying replaces the set Permission copying replaces existing permissions. It can remove required billing access as well as grant operational access. Review the intended set first.	Narration: Copying replaces the set. Permission copying replaces existing permissions. It can remove required billing access as well as grant operational access. Review the intended set first. On-screen instruction: Select Try again.	Display after the corresponding answer. Return to the question to revise.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S45	Visual direction: Use a petrol side rail, glacier content cards and citron emphasis. Keep all essential text editable. On-screen text: Correct: check the replacement The copied set replaces existing permissions. Confirm that the recipient keeps the required approved access before applying, then verify the result.	Narration: Correct: check the replacement. The copied set replaces existing permissions. Confirm that the recipient keeps the required approved access before applying, then verify the result. On-screen instruction: Select Review question or Continue.	Display after the corresponding answer. Return to the question to revise. Allow Continue after a correct answer.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S46	Visual direction: Use a petrol side rail, glacier content cards and citron emphasis. Keep all essential text editable. On-screen text: Copying is not role creation Copying duplicates a permission set; it does not create a new custom role. Check the replacement set and the recipient’s approved access.	Narration: Copying is not role creation. Copying duplicates a permission set; it does not create a new custom role. Check the replacement set and the recipient’s approved access. On-screen instruction: Select Try again.	Display after the corresponding answer. Return to the question to revise.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S47	Visual direction: Use a petrol side rail, glacier content cards and citron emphasis. Keep all essential text editable. On-screen text: Correct: separate the jobs My Reports provides completed outputs. Manage Reports controls recurring schedules. The recipient needs relevant access as well as a registered account.	Narration: Correct: separate the jobs. My Reports provides completed outputs. Manage Reports controls recurring schedules. The recipient needs relevant access as well as a registered account. On-screen instruction: Select Review question or Continue.	Display after the corresponding answer. Return to the question to revise. Allow Continue after a correct answer.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S48	Visual direction: Use a petrol side rail, glacier content cards and citron emphasis. Keep all essential text editable. On-screen text: Check destination and access The dashboard is not the completed-report read list. A recipient needs relevant access; an arbitrary external address is not sufficient.	Narration: Check destination and access. The dashboard is not the completed-report read list. A recipient needs relevant access; an arbitrary external address is not sufficient. On-screen instruction: Select Try again.	Display after the corresponding answer. Return to the question to revise.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.
M1.S49	Visual direction: Use a petrol side rail, glacier content cards and citron emphasis. Keep all essential text editable. On-screen text: Use the required access only Broad administrator access is not a prerequisite for every report recipient. Verify the access needed for the report rather than granting unnecessary permissions.	Narration: Use the required access only. Broad administrator access is not a prerequisite for every report recipient. Verify the access needed for the report rather than granting unnecessary permissions. On-screen instruction: Select Try again.	Display after the corresponding answer. Return to the question to revise.	Use Matilda narration with equivalent captions, editable essential text and a logical keyboard reading order. Allow replay. Use the native course menu grouped by lessons. Keep future slides restricted until reached. Hide the menu during information-only review.