Configuring Common Phrases for Agents
This course is for business users who want to learn how to create common phrases for customer service agents.
In this module, you will learn how to provide customer service agents with a set of common phrases so that, in any text-based channel, the agents can insert preapproved phrases into their responses to customers in any text-based channel. This makes it easy for customer service agents to find and send the right reply. You will practice these topics in an exercise using a cloud-based system.
What you'll learn
By the end of this course, you will be able to successfully:
Create a common phrase
Use a common phrase during an interaction
Configuring common phrases for agents
Before you begin
Show me how to configure common phrases
Let me configure common phrases
Before you leave