As a manager, you want customer service agents to have more of a personal touch when communicating with customers. You want agents to use the customer's first name when making an address change.
|Customer Service Manager||csmanager||password123!|
Your assignment consists of the following tasks:
Task 1: Run the Address change service case
Start an interaction and run the Address change service case.
Task 2: Update the dialog
Use the Configuration Tools to update the dialog to add the first name to the dialog.