There is no eligibility for joining this course.

There are no pre-requisites for this course.

CH 01 -Understanding the Terminology used in Customer Service.

CH 02 -Contact Management

CH 03 -Case Management

CH 04 -Customer Service Contracts.

CH 05 -Entitlements and

CH 06 -Service Level Agreement.

CH 07 -Queue Management

CH 08 -Automatic Routing Rules

CH 09 -Service Management

CH 10 -Knowledge Articles

CH 11 -Knowledge Search

CH 12 -Resource Scheduling