Issues and Suggestions

[mreherefortea]

Module 1: Customer Service Overview | Practice Lab 1 - Install the app | Task 2 - Install Sample Data | Step 10

The first dashboard, Connected Customer Service Dashboard does not have data; the user must select the drop down and explore other dashboards to see the sample data. It may be a good idea to add a small note here for the end-user.

Module 2: Case Management | Task 1 – Create Case | Step 7

Username is not one of the customer options, out of the pre-existing library. I'd recommend either having the user creating a new entry or leveraging an existing, like Maria Campbell (sample).

Module 2: Case Management | Practice Lab 2 – Creating queues | Exercise 1 – Create Queues | Step 2

This is an arrow not ...

Module 2: Case Management | Practice Lab 3 – Resolving cases | Step 3 and 9.

The directions call for you to locate the missing power supply record you created, which is not accurate. In the prior lab, you created a Defective Screen case.

Module 3: Service Level Management | Practice Lab 1 – Entitlements and templates | Task 1 – Create Entitlement | Step 8

The directions call for you to pair the entitlement with your user for the primary customer.

Recommendation to add steps to create a user here.

Module 4: Knowledge Management | Practice Lab 1 – Create knowledge articles | Task 2 – Approve and Publish Knowledge Article | Step 8

This should be You instead of YOu.

[julians1966]

The labs have been majorly refreshed in the October release and all steps validated.