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Guiding a Customer Service Agent with Dialogs

This module is for business users who want to learn how to create dialogs for customer service agents to use during an interaction with a customer.

In this module, you will learn how to provide customer service agents with a dialog script that is read as an agent conducts an interaction. 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 dialog for customer service agents
  • Configure a dialog to appear conditionally

Course Outline

  1. Guiding a customer service agent with dialogs

    • Before you begin
    • Tell me about using dialogs
    • Show me how to configure a dialog
    • Let me update a dialog
    • Before you leave

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  • Skill Level


  • Duration

    15 minutes

  • Platform Version


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