In this lecture, we review sample question #1 from the exam guide, which deals with business continuity.
In this lecture, we discuss the different types of contact centers. We also look at the Service Console from Lightning as well as Classic. I show you how to make the Sample Console available in Classic and we also adjust your profile settings.
We discuss the core tenets of Knowledge Centered Support and I introduce you to the governing body that created KCS.
In this lecture, we discuss some of the common core components of a call center. I share a blog resource of how CTI integrates with Salesforce as well as a list of common call center acronyms.
Resources:
Computer Telephone Integration (CTI) for Salesforce: How Does it Work? https://www.salesforc...
