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Setting chat and messaging behavior
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Module
Setting chat and messaging behavior
4 Topics
35 mins
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Chat and messaging configuration options define the properties for all the individual channels that support conversations between customer service...
Setting up Messaging AI
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Module
Setting up Messaging AI
5 Topics
50 mins
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Messaging AI analyzes the context of the conversation and suggests cases and knowledge articles while a CSR interacts with a customer. Messaging AI...
Adding a duplicate Case search for BAs
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Challenge
Adding a duplicate Case search for BAs
4 Tasks
15 mins
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In a DCO session, GoGoRoad stakeholders said that they want to ensure that only one Assistance Request Case is processed for each customer incident...
Adding a duplicate Case Type search
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Challenge
Adding a duplicate Case Type search
3 Tasks
10 mins
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InsCorp wants to ensure that only one Assistance Request Case is processed for each request. Customers that send assistance requests might have...
Adding fields to Views
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Challenge
Adding fields to Views
4 Tasks
20 mins
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Now that the Stages, Steps, and data objects for the MyTown 311 Service Request Case Life Cycle are configured, the Mayor and the Services coordinator...
Adding optional Actions to a workflow
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Challenge
Adding optional Actions to a workflow
1 Task
5 mins
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InsCorp wants to ensure that customers can cancel service requests at any time. To support co-production, a system architect configured the Cancel...
Adding optional actions to a workflow for BAs
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Challenge
Adding optional actions to a workflow for BAs
2 Tasks
10 mins
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GoGoRoad wants to assure customers that their assistance requests can be cancelled at any time. Not only does the cancel request functionality provide...
Refining an Agile Workbench backlog
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Challenge
Refining an Agile Workbench backlog
5 Tasks
30 mins
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Stakeholders at GoGoRoad want to develop a new roadside assistance application to streamline operations for customer roadside assistance requests...
Manipulating application data
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Challenge
Manipulating application data
2 Tasks
20 mins
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Stakeholders have requested two features involving Data Transforms. Before a Service Case is resolved, the system must copy the Service total from the...
Enforcing Service-Level Agreements
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Challenge
Enforcing Service-Level Agreements
1 Task
15 mins
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You are developing an application MyTown311 to capture and manage requests for city services. Ensure that service request repairs are scheduled...