Search
Configuring a knowledge article suggestion
-
Challenge
Configuring a knowledge article suggestion
5 Tasks
5 mins
-
Customers of U+ Bank initiate a chat session with a live CSR and state that they want to know about the credit card benefits. The expected outcome is...
Configuring chat queues
Configuring common phrases for agents
-
Challenge
Configuring common phrases for agents
3 Tasks
5 mins
-
U+ Bank wants to set up a consistent greeting for customer service agents to initiate Web messaging conversations. The message welcomes the customer...
Control the workflow based on business context
-
Challenge
Control the workflow based on business context
3 Tasks
10 mins
-
When customers submit a request for roadside assistance, a customer service representative (CSR) manually validates whether the customer is enrolled...
Creating data relationships in Views
-
Challenge
Creating data relationships in Views
4 Tasks
10 mins
-
The Mayor of MyTown asks you, the town project manager, to enable residents to report problems they encounter on line so that the necessary work can...
Creating a child case
-
Challenge
Creating a child case
2 Tasks
10 mins
-
InsCorp is launching a roadside assistance service as a coverage option for automobile insurance policies. Configure the Assistance request Case Type...
Creating an Insight
-
Challenge
Creating an Insight
2 Tasks
15 mins
-
Stakeholders would like to know the number of Cases that have been requested over the past month. You have been asked to define a report to track the...
Creating a Data Model
-
Challenge
Creating a Data Model
3 Tasks
10 mins
-
When creating an application, consider the Data Model. The Data Model defines how users store and retrieve the data in your application. In the MyTown...
Creating a Digital Messaging interface
-
Challenge
Creating a Digital Messaging interface
2 Tasks
10 mins
-
U+ Bank wants to set up its chatbot to respond to service requests received from several digital channels. As an initial step, the bank first wants to...
Validating data against business logic
-
Challenge
Validating data against business logic
1 Task
10 mins
-
Customers with standard coverage use a credit card to pay for services performed by a service provider. To ensure that credit card transactions are...