Course curriculum

    1. Web Browser and Technical Support (2 mins)

    2. Enabling Closed Captions (1 min)

    3. Land Acknowledgement (1 min)

    4. Mission, Vision, Values and Philosophy (1 min)

    5. Welcome to the Course! (2 mins)

    1. User Acceptance Testing (UAT) and Production Environment (1 min)

    2. Splitting Your Screen to Begin Working on This Module (1 min)

    3. Challenge Activity

    1. Introduction (1 min)

    2. Navigating MyConnection Fulfiller View (3 mins)

    3. Introduction to Setting up Your Workspace (1 min)

    4. Setting Up Your Favourites (5 mins)

    5. Challenge: Set up Favourites

    6. Challenge Recap: Setting Up Favourites (3 mins)

    7. Organizing Favourites (3 mins)

    8. Challenge: Organize Favourites

    9. Challenge Recap: Organizing Favourites (2 mins)

    10. Organizing Your Workspace (4 mins)

    11. Challenge: Organizing Your Workspace

    12. Challenge Recap: Organizing Your Workspace (2 mins)

    1. Introduction to Case Management ( 1 min)

    2. Creating a Case in MyConnection (5 mins)

    3. Search for a Case and Assign a Case (4 mins)

    4. Challenge: Create and Assign a Case

    5. Challenge Recap: Create and Assign a Case (2 mins)

    6. Inquiry and Contact Logging Expectations (1 min)

    7. Best Practices and Expectations (1 min)

    8. Quiz: First Steps (2 mins)

    9. Proper Review of a Case (2 min)

    10. New Comment Indicator (1 min)

    11. Updating and Correcting Data (1 min)

    12. Quiz: Communicating with the Requestor (3 mins)

    13. Status of a case (2 min)

    14. Monitoring of a Case (2 min)

    15. Routing and Escalation (3 mins)

    16. Service Level Agreement(1 min)

    17. Quiz: Statuses and Monitoring Cases (3 mins)

    18. Accessing Knowledge Documents (3 mins)

    19. Challenge: Attach a Knowledge Document to a Case

    20. Challenge Recap: Attach a Knowledge Document to a Case (1 min)

    1. Introduction to Working Together on a Case (1 min)

    2. Tasks in Fulfiller View (5 mins)

    3. Challenge: Creating a Task

    4. Challenge Recap: Creating a Task (1 min)

    5. Create a Task or Assign a Case to Someone Else? (2 mins)

    6. Communicating in MyConnection Fulfiller View (5 mins)

    7. Challenge: Communicating in MyConnection Fulfiller View

    8. When to Use The Collaborator (1 min)

    9. Watch List and Collaborators (3 mins)

    10. Challenge: Watch List and Collaborators

    11. Challenge Recap: Watchlist and Collaborators (1 min)

    1. Security and Privacy (2 mins)

    2. Quiz: Security and Privacy (2 mins)

About this course

  • Free
  • 58 lessons
  • 0 hours of video content