Configuring a coaching tip
3 Tâches
15 mins
Scénario
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 a coaching tip.
Task 3: Assign the coaching tip
Assign the coaching tip to User CS CSR.
Task 4: Confirm your work
Begin an interaction and confirm that the new coaching tip suggested to CSR.
Présentation du défi
Détail des tâches
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.
3 Assign the coaching tip
- In the Assigned to list, select User.
- In the Name list, select CS CSR.
- Enter the From and To dates.
- Click Save to save the coaching tip.
- Close the Configuration tools dialog box.
- On the Address change service case, click Submit on each screen to complete the case.
- On the left, click Wrap up.
- In the Wrap Up section, click Submit.
- Log out from the portal.
Vérifier votre travail
- Log in as a CSR with the User name cacsr and Password password123!.
- Begin an interaction.
- Click + Add task.
- Double-click the Address change service case.
- Hover over the Coaching tip lightbulb icon to see the new coaching tip suggested to the CSR.
Note: Your coaching tip is added to the existing tip.
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