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| Section | Objectives |
|---|---|
| Topic 1: Application Appearance | - Design Agent Interfaces - Create Navigation Sets - Configure Customizable Menus - Create and implement Workspaces |
| Topic 2: Staff and Profile Management | - Create and manage profiles - Configure agent workflows - Set up staff accounts and roles - Define permissions and access rights |
| Topic 3: Analytics and Reporting | - Configure dashboards - Define report access and sharing - Create standard and custom reports |
| Topic 4: Customer Interaction Tools | - Configure Chat and Co-Browse - Manage email and response channels - Set up feedback and surveys |
| Topic 5: Knowledge and Answer Management | - Manage knowledge base categories - Create and organize answers - Set up answer access and visibility |
| Topic 6: Customer Portal | - Portal deployment and configuration - Portal access control - Self-service functionality setup |
| Topic 7: Site Configuration and Administration | - Search priority and keywords - System settings and configuration - Message templates and variables - Passport configurations |
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