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...
In this introductory lecture, I prepare you for what we will do and learn in this section of the course.
In this lecture we discuss the typical phases of a consulting engagement. We then begin to build our custom survey object as well as creating a Master-Detail Relationship field and a Lookup field to further build our solution.
