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SELF-PACED LEARNING

Customer Service (CS)

From reading conversations to responding to customers, recording issues, and handing over work between shifts.

To the new CS / Agent, including the one who has never used CRM.♪ 45 ♪8 lessons

Training scenario

A customer inquires about a service and then reports an issue that requires a Case and supervisor assistance.

Before you practise

Use an approved practice account or fictional data. Do not contact real customers just to test these instructions.

Your reading progress0 of 8 lessons already read

Mark each lesson after reading it. Progress is saved only in this browser, not as proof of certification or work completed in Tautiva.

Follow the content in order

  1. 01
    Sign in to Tautiva

    Learn: Recognize the login page and correct workspace

    Check your understanding: Can find the workspace name before starting work.

    Open lesson 1
  2. 02
    Get familiar with the Inbox

    Learn: Understand the chat list, status, and message content panel

    Check your understanding: Can show the difference between All, Mine, Unread, and Bot active.

    Open lesson 2
  3. 03
    Search and filter conversations

    Learn: Use search and clear filters

    Check your understanding: Can explain why chats sometimes do not appear.

    Open lesson 3
  4. 04
    Open and reply to customer conversations

    Learn: Check recipients and compose polite responses

    Check your understanding: Can prepare answers without sending them in a production environment.

    Open lesson 4
  5. 05
    Add an internal chat note without sending it to the customer

    Learn: Differentiate internal notes from customer messages

    Check your understanding: Can mention the information that needs to be recorded during shift changes.

    Open lesson 5
  6. 06
    Create a Case for a customer issue

    Learn: Understand Customer, Subject, Priority, and Category columns

    Check your understanding: Can explain an example of creating a Case without saving production data.

    Open lesson 6
  7. 07
    Schedule Case follow-ups and reminders

    Learn: Understand follow-up schedules and responsible parties

    Check your understanding: Can point out the My follow-ups and Due soon menus.

    Open lesson 7
  8. 08
    Close a conversation after it is resolved

    Learn: Understand when a chat can be safely closed

    Check your understanding: Can mention the conditions before closing a conversation.

    Open lesson 8

Completed all lessons?

Tell me the rehearsal scenario and explain the steps to a colleague, for the practice of storing data or sending messages, use the QA workspace and its legal escort.

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