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Thoughts and Suggestions for CS Agent Onboarding Curriculum, Ticketā¦
Thoughts and Suggestions
for
CS Agent Onboarding Curriculum
Thoughts
Training Materials
Documentation
Videos
Method
Self exploring
Pros
Enhancing searching skills
Cons
Takes more time
E.g. Verify certain action behaviors
Dashboard / AM
Could lead to wrong conclusion
Suggestions
Insightful
Current Curriculum & Teaching Method
Less Insightful
(Crash Course)
ADD: HANDS ON PRACTICE
How It Works
Quick Guides
Scenario based
Detailed instructions first
Repetitive practices
HANDS ON PRACTICES
Variations
Based on frequent ticket questions, add troubleshooting scenarios
Add export, Direct Master, accounting, visibility, etc.
Repetitive practices
To familiarize the UI and OP flow
Reinforce domain knowledge
Establish the connection between real world use and FMS
šUpdated Curriculum Example
SETUP
Reserve a dedicated stage/sit machine
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Goals
Resolving customer concerns effectively
Required Skills
English
Computer
Domain Knowledge
Freight
Accounting
Products & Services
FMS
Visibility
Other Add-Ons
Rate Management
Koverley
Security Filing
Problem Solving / Troubleshooting
Communication
Ticket Processing
Solution
Fulfilment
Efficiency
Requests
Adding Role
Customized Permissions
Customized Setting
$$$
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Workaround
Within FMS Scope
Urgent tickets
Self's tickets
Others' tickets
Deliver Partial Results?