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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

Course Outline

  1. Configuring common phrases for agents

    • Before you begin
    • Show me how to configure common phrases
    • Let me configure common phrases
    • Before you leave

Choose Your Format

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  • Skill Level


  • Duration

    30 minutes

  • Platform Version


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