Module 1: Customer Service Overview
Lessons
- Lesson 1: Create case records
- Lesson 2: Related service apps
- Lesson 3: Analytics for service
- Lesson 4: AI for service
- Lesson 5: Configuring customer service
- Lesson 6: Module summary
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Module 2: Case Management
Lessons
- Lesson 1: Case management overview
- Lesson 2: Creating case records
- Lesson 3: Queue management
- Lesson 4: Case routing
- Lesson 5: Resolving cases
- Lesson 6: Module summary
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Module 3: Service Level Agreements and Entitlements
Lessons
- Types of deployments
- Types of releases
- Security concepts and roles
- Roles and teams
- GDPR
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Module 4: Licensing, onboarding and support
Lessons
- Finding and working with a partner
- Licensing options
- Getting set up
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