Configuring a coaching tip
Archived
4 Tasks
15 mins
Scenario
You are a customer service representative (CSR) manager and have observed that your CSRs are making typos consistently when entering new addresses for customers. To help fix this, you want to add a coaching tip that reminds the CSRs to verify the new address for each customer.
|
Role |
Username |
Password |
|
Manager |
CAManager |
rules |
|
CSR |
Cacsr |
rules |
Your assignment consists of the following tasks:
Task 1: Start an interaction and start an Address Change service case.
Task 2: Use the configuration tools to create a coaching tip
Task 3: Assign the coaching tip.
Task 4: Verify your work
Challenge Walkthrough
Detailed Tasks
1 Start an interaction
- Log in to the Customer Service Interaction portal with the operator ID CAManager and password rules.
- Click + New > Demo Screen Pops > Demo Pop - CONNOR to simulate a phone call.
- Click + Add Task.
- Double-click the Address Change service case.
2 Add a new coaching tip
- Click the three vertical dots to access the Configuration tools.
- Click Configuration tools.
- Click the Coaching tips tab.
- Scroll down and click Add New to add a new coaching tip.
- In the Name field, enter ConfirmAddress.
- In the Coaching tip description field, enter the coaching tip text: Please make sure to confirm the new address is spelled correctly.
3 Assign the coaching tip
- From the Assigned to drop-down, choose User and CS CSR.
- Enter the From and To dates.
- Click Save to save the coaching tip.
- Log out from the portal.
4 Verify your work
- Log in as a CSR with the operator ID CACSR and password rules.
- Start an interaction.
- Click +Add Task.
- Double-click the Address Change service case.
- Click the Bulb icon to see the new coaching tip suggested to CSR.
Note: Your coaching tip will appear below the existing coaching tip.