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