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Challenge

Configuring a coaching tip

  • 4 Tasks

  • 15 mins

You are a customer service representative (CSR) manager and have observed that your CSRs are making typos consistently when entering new addresses for...

Challenge

Configuring a common phrase

  • 3 Tasks

  • 15 mins

Your company wants to set up a consistent greeting for customer service agents to use when sending email to customers. The message should thank the...

Challenge

Configuring a data source

  • 2 Tasks

  • 15 mins

As a system architect, there is a requirement for the contact identifier to be used in dialogs in the Contact category. You have been tasked with...

Challenge

Configuring a decision table

  • 4 Tasks

  • 30 mins

TGB has a new healthcare insurance vendor. The previous vendor of healthcare insurance offered one level of coverage. The new vendor offers three...

Challenge

Configuring a service case

  • 3 Tasks

  • 15 mins

You were asked to create a new case type named Update Payment to allow users to update payment information for their account. This service case should...

Challenge

Configuring a webchatbot

  • 5 Tasks

  • 20 mins

The business wants to let customers open an account by using web chatbot. The chatbots can handle this type of request and allow agents to focus on...

Challenge

Configuring an adaptive model

  • 3 Tasks

  • 30 mins

BankCo, a retail bank, has decided to launch two new credit card offers, Classic and Gold cards, to attract new customers. Initially, the offers occur...

Challenge

Configuring application rulesets

  • 2 Tasks

  • 20 mins

The Human Resources (HR) department requests the ability to update rules that describe department and company policies in the HRApps application.

T...

Challenge

Configuring case approvals with an authority matrix

  • 2 Tasks

  • 10 mins

GoGoRoad stakeholders want to allow Territory Managers to add new vendors as service providers as the service grows. If the vendor is The Automobile...

Challenge

Configuring customer verification

  • 3 Tasks

  • 15 mins

The business wants to make sure that all customer service agents verify the identity of a customer at the start of an interaction. You have been asked...

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