Configuring a coaching tip
Archived
2 Tasks
15 mins
Beginner
Agent Desktop
English
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 issue, you want to add a coaching tip that reminds the CSRs to verify the new address for each customer.
| Role | User name | Password |
|---|---|---|
| Manager | camanager | password123! |
| CSR | cacsr | password123! |
Your assignment consists of the following tasks:
Task 1: Start the interaction
Start an interaction and start an Address change service case.
Task 2: Add a new coaching tip
Use the configuration tools to create and assign a coaching tip.
Task 3: Confirm your work
Begin an interaction and confirm that the new coaching tip suggested to CSR.
Challenge Walkthrough
Detailed Tasks
1 Start the interaction
- Log in to the Customer Service Interaction portal with the User name camanager and Password password123!.
- Click + New > Demo Screen Pops > Demo Pop - CONNOR to simulate a phone call.
- Click Accept to answer the call.
- Click + Add task.
- Double-click the Address change service case.
2 Add a new coaching tip
- Click the Other actions icon to access the Configuration tools.
- Click Configuration tools to open the Configuration tools dialog box.
- Click the Coaching tips tab.
- Click Add new to add a new coaching tip.
- In the Coaching tip 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.
- In the Assigned to field, select User.
- In the Name field, select CS CSR.
- In the Date fields, enter the current date and pick a future date.
- Click Save.