iService Foundation Courses

The foundation course curriculum provides important background details for all iService users. After completing these courses you will have a basic understanding of the core concepts of iService, with emphasis on how interactions are created and presented to users.

All users should complete the foundation course series as a prerequisite for other courses.

Id	Course Name	Description	Target Audience
F1	iService overview	This course follows the iService agent user guide and provides basic information about the core concepts of iService. It covers the following chapters within the introduction section of the user guide: iService core concepts User types and roles Working with data tables Working with the rich text editor The iService user interface The iService style guide Understanding contacts Understanding topics	All Users	7m 07s Released May 25,2020
F2	iService business rules	This course explains that some of the key business rules that are enforced within iService. This includes business rules related to contacts, departments, segments, and tenants.	All Users	1m 59s Released May 25,2020
F3	Interaction types	It's important to understand the various interaction types and statuses used by iService. Future courses in the foundation series assume that you have completed this course and have a thorough understanding of each interaction type, and the statuses they follow. We'll explain the various interaction types for questions, answers, and notifications.	All Users	5m 17s Released May 25,2020
F4	Interaction timestamps	iService tracks timestamps for every interaction, including a detailed audit trail for any change in an interaction's status. This course explains the different ways that times are recorded and displayed in the user interface. This information is critical when researching history or searching for interactions. We review the various times displayed in the interface, and how to use the status audit panel for an interaction.	All Users	8m 57s Released May 25,2020
F5	The interaction view mode	Interaction history is always displayed using a common layout called the "View Mode". Understanding this layout is critical to working with iService. This course explains the various parts of the view mode and common actions that are available to perform the following: add an agent email, add a note, add a ticket, and forward the interaction to an email address. We also review the More Actions panel with the Show Status Audit, Show Full Case, Display Plain Text, and Print buttons.	All Users	4m 47s Released May 25,2020
F6	The action mode	One of the most important tasks in iService is taking action on customer questions. This course reviews all of the actions available when interacting with a customer question. We explain each of the action buttons including: Send, Resolve, forward, Save, Chance Topic, and Spam.	All Users	8m 0s Released May 25,2020
F7	The details and attachments tab	The details and attachments tab is shown in both the view mode, and the action mode. This course explains where you'll find this tab and how to interpret its contents.	All Users	3m 18s Released May 25,2020
F8	The Interaction properties	Interaction properties can be used for skills-based routing, or to provide additional information for agents. This video reviews the different types of interaction properties and explains the interaction properties tab in the view and action mode.	All Users	3m 32s Released May 25,2020
F9	Private Comments	Agents can add private comments to interactions to help other agents understand the history of a conversation. They can also be used to pass information along to external agents.	All Users	1m 55s Released May 25,2020
F10	Variables and stock responses	Variables can be used to streamline agent responses. Every contact and interaction property can be accessed through a variable, which is explained in this video.	All Users	2m 03s Released May 25,2020
F11	Full case view	Conversations in iService are grouped into cases. This course reviews the full case view that is available in customer history, as well as the show full case button on every interaction.	All Users	2m 59s Released May 25,2020
F12	Access control for interactions	iService limits access to interaction history and unresolved questions. This course reviews how this access control is implemented from an agent's perspective.	All Users	3m 0s Released May 25,2020
F13	Assigning interactions	Interactions must be assigned to an agent before they can compose a response. This course reviews the various ways to assign interactions to agents.	All Users	3m 49s Released May 25,2020
F14	Searching interactions	iService provides an extensive search capability, which is explained in detail within this course.	All Users	3m 37s Released May 25,2020

Agent Interface Courses

The Agent Interface courses provide a detailed explanation for each of the user interfaces available to agents. These courses are organized based on user type. Agents that have additional access rights beyond CSR should complete all courses.

Working With Customer Info

Id	Course Name	Description	Target Audience
A1	Logging into iService	This course covers the login and password change process for your tenant.	All Agents	1m 39s Released June 19,2020
A2	Searching for Contacts	Learn how to efficiently locate contacts using the search options of iService.	All Agents	2m 37s Released June 19,2020
A3	Create a New Contact	This course shows you how to create a new contact. Concepts include contact properties available and setting segment membership for the contact.	All Agents	1m 24s Released June 19,2020
A4	Contact Summary and Details	The contact summary page provides an overview of the contact's information and interaction status. We'll review the information on this page, and learn about entering information into the Contact Details page.	All	3m 44s Coming soon
A5	Contact Subscriptions	This course explains how subscriptions work, and how they are managed by agents and customers.	CSR Manager	1m 46s Coming soon
A6	Contact History	iService tracks every interaction that you have with your contacts. These interactions are displayed in a contact history page that has two modes for viewing: chronological and case. This course explains those two modes of contact history.	All Agents	2m 58s Coming soon

My Work Queues

Id	Course Name	Description	Target Audience
A7	My Message Inbox	The My Message Inbox lists all questions that have been assigned to you. This course reviews the basic concepts of this page, including getting new questions and acting on them.	All Users	2m 27s Released July 06,2020
A8	My Pending Messages	This course explains the content within the my pending messages page, and covers the most common usage scenarios.	All Users	2m 18s Released July 06,2020
A9	My Messages To Approve	QA Managers are responsible for reviewing proposed answers before they are delivered to a customer. This course reviews the My Messages to Approve page and basic use cases.	QA Managers	1m 49s Released July 06,2020

Managing Work Queues

Id	Course Name	Description	Target Audience
A10	Manage Messages	Managers can use the Manage Messages page to monitor the work queues in their assigned segments. This course explains the contents of this page and common use cases.	Manager and above	1m 24s Released June 19,2020
A11	Manage Chats	The Manage Chats page is similar to the Manage Messages page. This course reviews how to monitor and act on active chats within your segments.	Manager and above	1m 24s Released June 19,2020
A12	Logged In Agents	Chat managers can use the Logged In Agents page to track agent availability. This webinar reviews the basic concepts of this page.	Managers and above that monitor chats	1m 24s Released June 19,2020

Custom Forms

Id	Course Name	Description	Target Audience
A13	Built in Forms	This course describes the built-in forms available for the Custom Forms section of the agent interface.	All users	7m 07s Coming soon
A14	My Custom Forms	Every tenant may have its own forms that support custom workflow. This course explains how administrators can add their own custom forms to this section of the interface.	iService Administrators	7m 07s Coming soon

iService Administrator Training

The iService Administrator courses provide a detailed explanation for basic and advanced tenant setup.

Id	Course Name	Description	Target Audience
AT1	Basic tenant setup	Basic tenant setup	iService Administrator	7m 07s Coming soon
AT2	Advanced setup topics	Advanced setup topics	iService Administrator	7m 07s Coming soon

Technical Training for Systems Admins

The iService Technical Training courses provide a detailed explanation for System Admin.

Id	Course Name	Description	Target Audience
SA1	TBD	TBD	System Admin	7m 07s Coming soon