Content Directory

Hyperlinks to each of the lab exercises and demos are listed below.

Labs

Module Lab
Module 0: Course introduction Lab: Validate lab environment
Module 1: Case Management Lab: Creating cases
Module 1: Case Management Lab: Creating queues
Module 1: Case Management Lab: Resolving cases
Module 1: Case Management Lab: Routing cases
Module 2: Entitlements and Service Level Agreements Lab: Entitlements and templates
Module 3: Knowledge Management Lab: Create knowledge articles
Module 4: Multi-session experiences Lab: Customer Service workspace
Module 4: Multi-session experiences Lab: Agent experience profiles
Module 7: Customer Voice Lab: Create survey
Module 8: Service scheduling Lab: Configure Customer Service Scheduling
Module 8: Service scheduling Lab: Define Services

Demos

Module Demo
Module 1: Case management Demo: Set up Customer Service environment
Module 9: Analytics and insights Demo: Configure insights in Customer Service