Topic Section Overview 1 Ticketing2 Chat3 Desktop Sharing4 Knowledge Base5

Topic SectionOverview 1Ticketing2Chat3Desktop Sharing4Knowledge Base5Additional Training and Resources6LivePerson Suite Operator ProceduresSecure Support, Chat, Desktop Sharing and Knowledge Base

Table of ContentsProprietary and Confidentialrev. 1/2012

LivePerson Suite: Operator ProceduresPage *Secure Support, Chat, Desktop Sharing and KB: Operator 2012 Intuit Financial Services. All rights reserved. CONFIDENTIAL AND PROPRIETARY.

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Section 1:OverviewIntuit Financial Services UniversityLivePerson Suite Operator Procedures Certification Training


By the end of this section, you will learn:how to determine what training should be provided for each of your financial institution employeeskey terms for Secure Support, Chat, Desktop Sharing & Knowledge Basehow to access the Admin Consolewhat fields should be customized when setting up the productOverview - Objectives


Training consists of two certification courses and manuals Administrator Procedures and Operator Procedures.

Operators/front-line staff will only need to cover the Operator Procedures training.

If your institution has not contracted for Support, Chat, Desktop Sharing or Knowledge Base, you may disregard all references to these features and sections in this manual.

All training courses and corresponding materials are available through the resources page provided at the end of this course.Training Overview


Secure Support allows customers/members to send the financial institution emails through a secure channel. Secure Chat allows customers/members to securely communicate with the financial institution in a real time environment. In both cases, the response from the financial institution is also sent through a secure channel.

Desktop Sharing allows the financial institution to view and control a consumers screen (with permission) in order to provide support.

Secure Support consumers will have a message inbox to manage their emails within Internet Banking, Business Banking and Business Financial Solutions.

Emails stay in the message inbox for 13 months and then are automatically deleted.

Secure Chat consumers can initiate real time communication with the financial institution within Internet Banking, Business Banking and Business Financial Solutions.

Desktop Sharing may be initiated by the operator from within a chat session.

The financial institution can place Secure Support and Chat behind Internet Banking, Business Banking, Business Financial Solutions and/or on their public website. What are Secure Support and Chat?


Your manager or project lead should have let you know how your financial institution has set up the following:

Does your financial institution offer email and chat behind the secure login only or will you also offer these options on your public website?

Are all email messages (secure and non-secure) routed through Secure Support?

Are there different skill groups and are operators assigned to different skill groups?

Who will the operators be and what permissions will they have?

Does your financial institution offer Desktop Sharing and/or Knowledge Base?

Things to Ask


1. Secure Email and Chat Behind the Login Secure email and chat may be accessed from within Internet Banking, Business Banking and Business Financial Solutions. The consumer or corporate user has been authenticated and a secure icon will display to the operator in the operator console.

2a. Secure Email on the Public Website Secure email may be provided to the consumer after a separate registration process is completed. This secure inbox would remain separate from the inbox located behind the IB/BB/BFS login.

Email and Chat Access Options


2b. Secure or Non-Secure Chat on the Public Website Chat may be placed securely or non-securely on the public website. The HTML code used to place chat on the public site may be modified to include https://. In either case, the consumer has not been authenticated and a secure icon will not display to the operator in the operator console. The operator should follow established procedures to verify the consumers identity similar to verification during a phone conversation.

3. Non-Secure Email on the Public Website A financial institution may choose to build a contact form through the Live Person suite and use this form on the public website. Responses from the form will be read in the operator console, but will not be secure. The operator would respond to the consumers standard, non-secure email address.

4. Non-Secure POP3 Email Routing A financial institution may choose to route all standard email through the Live Person system. Responses from the form will be read in the operator console, but will not be secure. This allows for one location to view and respond to all email communications. The operator would respond to the consumers standard, non-secure email address.

Email and Chat Access Options


LivePerson vendor that powers Secure Support and Chat

Seat License - determines the number of operators that can be online answering emails or chats at one time

Agent/Operator the person at the financial institution who is responding to emails and chats from the consumers

Admin the person(s) at the financial institution who manages the Secure Support and Chat set-up and operators

Ticket email message (can be secure or non-secure)

Desktop Sharing a means to securely view a consumers computer screen for troubleshooting and support purposes

Terms to Know


Set up system defaults for your FICreated skills and operator IDsCustomized the chat window appearanceCustomized email templates for secure ticketsEntered canned responsesEstablished rules on incoming tickets and chats for automatic handling

Administrators can also:

View and schedule reportsView real-time operator statisticsView transcripts of chat sessions

Your administrator has set up Secure Support, Chat, Desktop Sharing and/or Knowledge Base for your financial institution. When you start using each of these tools, they will already have:Administrative Overview


The Financial Institution may access the Agent Console from any computer with a connection to the Internet. It is recommended to make this a favorite in an operators browser or a desktop shortcut.Agent Console Loginhttp://solutions.liveperson.com/agent-console/launch/The Agent Console requires Java to be enabled in the web browser. When loading for the first time, accept all security warnings presented in the browser from Live Person.


After clicking on the Secure Support icon you receive a login box. Your implementations Project Manager will provide you with the Site ID, user name, and initial password to access your account. The Site ID is shared by all administrators and operators at your financial institution.

If you offer Secure Support or Chat for Internet Banking, Business Banking and/or Business Financial Solutions, you will have a separate Site ID for each product.

Operators supporting both retail and business may log in to simultaneous sessions of the operator console using different Site IDs.Agent Console Login


Ticket Statuses:

Not Started Ticket has been created but no work has been doneResolved consumer issue successfully resolvedPending Customer Need more information from the consumer to resolve the issuePending Internal Operator needs more information internally to resolve the issue

Chat Agent States (all states use seat license):

Online Agent is available to receive chat messages from consumers. The Online image is displayed online.Back in 5 Minutes Agent is unavailable to receive chat messages from consumers, but may receive chat transfers from other agents. The Occupied image is displayed online.Away Agent is unavailable to receive chat messages from consumers or transfers from other agents. The Chat Unavailable image is displayed online.Ticket and Chat RoutingUsing Secure Support and/or Chat, an administrator can configure how email and chat messages are routed and managed. Once a message is received, it is automatically loaded into the shared queue for all operators with permissions to that skill group.


Agent Console Main MenusFile MenuLog on or off, change the chat state, set console preferences, change nickname, email address or password and exit the console. Note: Only closing the window will not completely exit the console.

Control MenuTake the next chat or ticket message and perform other ticketing actions such as transferring, adding attachments or trashing.

View MenuEnable toolbars, set sort criteria, enable the search tool, customize or remove desired column headers, hide tickets from the workspace, refresh the screen and enable display filters.

ToolsDisplay key tools in the agent and admin consoles. Access to some tools require permissions to be enabled by an administrator.

CannedModify canned messages in the admin console (permissions required), view all canned messages in a pop up window and quickly access canned message categories for chats or tickets.

HelpView online help topics, access the Customer Center, report an issue and view version information for the agent console.


Agent Console PreferencesThe agent console may be customized with each operators individual preferences by selecting File > Preferences.General TabSet basic preferences such as layout, chat selection, initial chat status after login and away status with screensaver activation.

Visitor Window Work Mode View multiple chats/emails in a single window or open a new window for each chat/email message.Login Grayed out if the administrator has restricted these settings


Agent Console PreferencesChat TabSet chat preferences such auto pop up, view timestamps, verify before stopping a chat and translating line breaks.Connection TabUse for custom network settings that require a proxy server.


Agent Console PreferencesSounds TabEnable or change sound settings for different events in the console.Colors TabCustomize the colors displayed in the agent console. These settings do not affect colors used for visitor interaction.


Agent Console PreferencesFormatting TabEnable in order to override the formatting selected in the agent console while chatting with a visitor. This is helpful in keeping all chat messages consistent.Alert TabSet how operator alerts (generated from custom rules in the admin console) display in the agent console.


Agent Console PreferencesLanguage TabSet the default agent console language and enable real-time spell check for chat, email and note messages.


Section 2:TicketingIntuit Financial Services UniversityLivePerson Suite Operator Procedures Certification Training


The Ticket List Section lists the tickets that are currently open in the operators workspace. The Ticket button and number in brackets represents the number of tickets in the general skill queue available to all operators with access to that particular skill.

To accept a ticket into the queue of an operator, the operator must click on the Ticket [#] icon. Once accepted into the operators workspace, they are removed from the original skill queue.

Secure Mode icon - displays next to secure emails i.e. from within Internet Banking, Business Banking and/or Business Financial Solutions. Do not reply with sensitive information for any tickets where this icon is not displayed.Workspace Ticket List Section


The Ticket tab presents all communication between the consumer and an operator that is related to the ticket. This includes the initial inquiry submitted by the consumer. Operators may View Correspondence & Notes or View Entire Ticket History.Workspace Ticket Tab


The Contacts tab contains information about the consumer. If the consumer is behind Internet Banking, Business Banking and/or Business Financial Solutions, SSO account details are displayed based on your DPV. If the consumer is on the public website it will display the IP address. Data is populated when the ticket is first created and does not refresh on each log in.Add contact: Allows the operator to register a new consumer for access to secure email outside of Internet Banking, Business Bakning and/or Business Financial Solutions (if offered by the FI). This does not affect access to secure email through IB.

View History: Searches through Secure Support for previous tickets from this consumer. A new tab is opened to view the results.Workspace Contacts Tab


The Release tab gives the operator options to release the ticket from the workspace, transfer the ticket or mark the ticket as trash. The operator survey is also on this tab. These features are used after responding to a ticket and will be discussed in more detail later in the training materials.Workspace Release Tab


In order to resolve a consumers issue using Secure Support, an operator must take the ticket into the workspace.Step 1: Highlight the ticket in the Ticket List Section that you wish to respond to. Review the details from the ticket.

Note the Secure Mode icon to confirm that you may include sensitive information in the message.

Review the Ticket tab and Contacts tab to research the consumers request and other pertinent information.Responding to a Ticket Take Ticket


Email recipient: To and CC fields may not be edited for secure ticketsSubject: the ticket ID automatically fills and should never be deletedBody: the opening and signature pre-fill based on the administrator settings. You can edit or delete this text as desired. The Enter message body here is a placeholder only and will not display on the sent email.Step 2: Compose the response email as desired. You can format the font, size, color and other properties using the formatting bar. Responding to a Ticket ComposeStep 3: Attach documents (if enabled by the administrator) using the Attachment button. The recommended maximum file size is 5 MB.

Step 4: Click the Send Email button to send the response to the consumer.


Canned Answers allow operators to insert commonly used replies created by the Financial Institution and stored in Secure Support.Step 1: Click on the Canned Answers icon in the formatting bar to access the canned answers database.Step 2: Select the category or search for keywords to find the canned answer(s) you wish to add. Click Add to insert the answer into your message. You can edit or delete text as desired. The window may remain open in order to add additional answers.

Note: If your institution has contracted for the Knowledge Base the operator can use the Knowledge Base icon in the formatting toolbar to insert information from the Knowledge Base. This includes entries marked as Inhouse content.Canned Answers


You may suggest for the administrator to add new content to the canned responses tool.Step 1: Click on the Tools menu and select Suggest Content.

Step 2: Enter the question and answer that you wish to suggest. Enter any remarks to the administrator if desired.

Step 3: Select the response type(s) that you recommend and click OK.

Note: Your administrator must approve suggested content before it will be added to the Canned Answer, Canned Letter or Knowledgebase database.Suggesting Canned Responses


A Note is a message similar to an email, which can include file attachments. Notes are not viewed by the consumer. Operators use notes internally to add comments to a ticket. Log Call will allow an operator who took a phone call from a consumer to attach notes from the call to a ticket the consumer submitted.This form can be customized in the Admin area. Note: You can view previous notes and call logs on the Ticket Tab.Using the Note or Log Call


Use the search tool to locate a ticket or consumer anywhere in the system. Step 1: Select Search from the main toolbar.Step 2: Select the Tickets Search or Contacts Search tab. To search for all tickets from the last 24 hours, leave the Ticket ID field blank and click the Search button. Alternatively, you may enter search filters by expanding the Filters menu and setting parameters.

Step 3: Highlight a ticket and select Take to move it to your queue. Click the Workspace button to exit the search tool.Using the Search Tool


If two tickets are received that contain the same content, the second ticket may be linked to the original ticket and then be released. Tickets that are secure or are not all located in the operators queue may not be linked. In addition, a maximum of five tickets may be linked or unlinked to an original ticket.Step 1: Open the original ticket that will be linked to the new ticket and copy the Ticket ID from the subject line. Step 2: Open the new ticket and select the Release tab. Step 3: Paste the original Ticket ID in the Link to ticket box and proceed as normal with releasing the ticket (covered next).Linking a Non-Secure Ticket


On occasion it may be necessary to transfer a ticket you are working on to a different operator or skill group.Step 1: Select the Transfer/Reassign section from the Release tab. Step 2: Select an agent or skill reassignment and enter a reason for the transfer. Only online operators are available for transfer. Step 3: Click Transfer. If transferred to another operator, they must take the ticket to their queue before the transfer is complete. Transferred tickets will appear in the My Next Ticket section (down arrow) in the Ticket button on the toolbar.Transferring a Ticket


On rare occasions, it may be necessary to send a ticket to the trash. Trashed tickets will be automatically purged after 13 months.Trashing/Recovering a TicketTo recover a trashed ticket, click the Search button on the toolbar and select Tickets Search > Filters > Trashed Tickets > Find Only. Confirm that the Date Range is correct and click the Search button. After the trashed ticket is located, highlight the ticket and select Control > Ticket Actions > Remove Ticket from Trash.Step 1: Select the Send to Trash section from the Release tab. Step 2: Click the Trash button.


After clicking the Send Email icon to send a response back to the consumer, the operator must release it from the system. There are several options for releasing a ticket depending on how the ticket should be handled in the system.Step 1: Choose the status for releasing the ticket. Step 2: If you selected either Pending Customer Action or Pending Internal Action, you must also select how the ticket should be returned to the queue. Step 3: Select how to Route future messages and the Skill for future processing for future replies from the consumer. Step 4: Click Release.Releasing a Ticket


If enabled, upon resolution of a ticket the operator is presented with a Release Form on the Release tab. This form is used to track any concerns with the resolution of the ticket. The release form is called the Ticket Operator Survey and may be enabled/hidden, customized and set to required in the administrator console.Operator Release Survey


How can you tell if an incoming ticket is secure?

Describe the steps taken to respond to a ticket.

True or False? When replying to a ticket, you must delete the place holder message so it will not appear in sent messages.

True or False? A second operator must be online and must take the ticket to their queue before it can be transferred from the original operators queue.

Describe the steps taken to release a ticket that requires further detail from an consumer before it can be resolved.Tickets - Practical Applications




Section 3:ChatIntuit Financial Services UniversityLivePerson Suite Operator Procedures Certification Training


The Chat Visitor List displays the chats that are currently open in the operators workspace. Once accepted into the operators workspace, they are removed from the original skill queue.Secure SSO Icon Displays next to a secure chat initiated from within Internet Banking, Business Banking and/or Business Financial Solutions. Note: You may need to make this column visible under the View > Customize Columns menuStatusOnline Agent is available to receive chat messages from consumers. The Online image is displayed online.Back in 5 Minutes Agent is unavailable to receive chat messages from consumers, but may receive chat transfers from other agents. The Occupied image is displayed online.Away Agent is unavailable to receive chat messages from consumers or transfers from other agents. The Chat Unavailable image is displayed online.Workspace Chat Visitor List


The Info tab displays the consumers or visitors information. The order of information displayed may be customized by an administrator.If the chat originates from behind the secure login, Single Sign-On data is displayed from your DPV. If the chat originates from the public website, basic visitor and ISP data will still display.The pre-chat survey displays the consumers responses/concerns prior to starting a chat session.Workspace Info Tab


The Page Viewer tab displays the pages the visitor has viewed on your website. For Internet Banking, Business Banking and/or Business Financial Solutions consumers, Page Viewer will only show the URL of your home page. Workspace Page Viewer Tab


In order to resolve a consumers issue using Secure Chat, an operator must take the chat into the workspace.Step 1: Highlight the chat in the Chat List Section that you wish to respond.

Step 2: Click on the Take icon.Responding to a Chat Take Chat


Step 3: Compose the response as desired. You can format the font, size, style, color or add a hyperlink as necessary.

Step 4: Then, as described in the following slides, you can Push a Page, send an HTML code, add Knowledge Base content (if applicable) or add a Canned Response.

Step 5: Click the Send button to send the response to the consumer.Responding to a Chat Compose and Send


Use the Push Page button to send a link or push a web page to a consumer during a chat session. In either case, the link/page is sent immediately. Simple Link will send a clickable hyperlink, while Push Page will force the page to open automatically in the consumers browser. Be sure to enter the full URL (such as www.myfi.com).Use the Send HTML button to send HTML code to a consumer. Code may be created in the visual editor or pasted from a web site.Working with Links and HTMLUse the icon to insert a hyperlink in a message. This will not send the link immediately and a new page will not open automatically.


Canned Responses allow operators to insert commonly used replies created by the Financial Institution and stored in Secure Chat.Step 1: Click on the Canned Responses icon in the formatting bar to access the canned responses database.Step 2: Select the category or search for keywords to find the canned response(s) you wish to add. Click Add to insert the response into your message. You can edit or delete text as desired. The window may remain open in order to add additional responses.

Note: If your institution has contracted for the Knowledge Base the operator can use the Knowledge Base icon in the formatting toolbar to insert information from the Knowledge Base. This includes entries marked as Inhouse content.Canned Responses


You may suggest for the administrator to add new content to the canned responses tool.Step 1: Click on the Tools menu and select Suggest Content.

Step 2: Enter the question and answer that you wish to suggest. Enter any remarks to the administrator if desired.

Step 3: Select the response type(s) that you recommend and click OK.

Note: Your administrator must approve suggested content before it will be added to the Canned Answer, Canned Letter or Knowledgebase database.Suggesting Canned Responses


This feature detects credit card patterns in chats and surveys. The detected number is replaced by a masking pattern which is viewed by the visitor and the agent. This is an optional feature that is disabled by default it may be enabled by your administrator.Blocking Credit Card Patterns in Chats


On occasion it may be necessary to transfer a chat you are working on to a different operator or skill group.Step 1: From the formatting toolbar click the button. Use Reassign to transfer to the queue of another skill group.

Step 2: Select an operator or a skill to transfer the chat. Only online operators are available for transfer.

Step 3: Type a message to do a warm transfer to another operator (optional).

Step 4: Click OK. If transferred to another operator, they must accept before the transfer is complete.Transferring a Chat


After clicking the Send icon to send a response back to the consumer, the operator can stop the chat if the conversation is over. If the consumer or visitor closes their chat window it will automatically stop the chat and release it from the Operators window.Step 1: From the formatting toolbar click the button to stop the chat.

Step 2: A confirmation window will appear. Click Yes to confirm.

Stopping a Chat


If enabled, upon completion of a chat the operator is presented with an operator survey on the Agent Survey tab. This form is used to track any concerns with the resolution of the chat. The survey is called the Chat Operator Survey and may be enabled/hidden, customized and set to required in the administrator console.Workspace Survey Tab


How can you tell if an incoming chat session is secure?

True or False? Setting your chat status to Away releases your seat license for another operator to use.

Describe the steps taken to push a web page to a consumer.

Can an operator suggest content to be added to the canned text database? If so, how?

Chat - Practical Applications


Section 4:Desktop SharingIntuit Financial Services UniversityLivePerson Suite Operator Procedures Certification Training


Desktop Sharing is initiated through a chat session in the Agent Console. Sharing always starts in the View mode. The operator may suggest to switch to Interactive mode, if enabled. The consumer must approve this request before Interactive mode begins.

To establish Desktop Sharing: Step 1: Begin a chat session with the visitor. Highlight the desired chat in the Chat List Section, and click the Take icon.

Desktop Sharing Take Chat


Step 2: Initiate Desktop Sharing in one of two ways:

From the Agent Console composition window click the Desktop Sharing button.

From the Agent Console main menu, select Control > Desktop Sharing > Start/ Stop Desktop Sharing. Desktop Sharing Initiate Share


In the visitors chat window an invitation for a Desktop Sharing session is issued.

The visitor is presented with an approval screen. They must check the I agree box and click Yes to continue. The Agent Console displays Desktop Sharing approval window shown.

Note: All status changes for Desktop Sharing are recorded in both the agents chat window and the visitors chat window.

Desktop Sharing Visitor Approval


A view mode session is initiated. The visitor is presented with a status window displaying status, mode and duration. The session may be stopped at any time by clicking Stop Desktop Sharing.

The Agent Console displays Desktop Sharing session started. In addition, the visitors screen displays under the Desktop Sharing tab. The agent may click the Full Window button to enlarge the share window.Desktop Sharing Share Started


View Mode enables the agent to see the visitors screen and control the cursor. In order to gain control of the cursor, double click on the screen in the Desktop Sharing tab. To release control of the cursor, press the key.

Two cursors display in the Desktop Sharing area. The larger white cursor is the agents cursor, and the smaller blue cursor is the visitors. On the visitors screen, a single cursor displays. Desktop Sharing View ModeNote: It is recommended that the visitor and agent do not use the mouse at the same time to avoid confusion. Each party should chat using the chat window, and then move the cursor accordingly.


If the financial institution has chosen to enable Interactive Mode, the button is enabled after starting a View Mode share. The agent will have full control of the visitors desktop and cursor.Initiate Interactive Mode in one of two ways:

Desktop Sharing Interactive Mode From the Desktop Share tab click Switch to Interactive Mode.

From the Agent Console main menu, select Control > Desktop Sharing > Switch to Interactive Mode.


The visitor must accept the switch to Interactive Mode. The agent or visitor may later switch back to View Mode or stop the session.

Desktop Sharing Interactive ModeTransferring a Chat and Sharing Session

A Desktop Sharing session may be transferred to another agent in the same way that a chat is transferred. The session continues once accepted by the new agent without a need for the visitors intervention. The second agent will have the same functionality as the initiating agent.

Refer to the full Operator Procedures certification course for additional details on transfers and full chat functionality.


Chat sessions are typically initiated by the visitor. However, the agent may also choose to send a link to the visitor via standard email in order to begin a chat session. This is helpful if you have opted to turn Secure Chat off within Online Banking during the Desktop Sharing implementation process as it allows you to initiate the chat session from the Agent Console.

Step 1: Compose a standard email to the visitor and include the customized link below in the body of the email.

Be sure to replace the XXXXXXX with your Site ID used to log in to your LivePerson Agent Console.

https://server.iad.liveperson.net/hc/XXXXXXXX/?cmd=file&file=visitorWantsToChat&site=XXXXXXXX&byhref=1

Step 2: The visitor clicks the link to open a new browser window, and a new chat session is started.

Step 3: Highlight the specific visitor in the Chat List and click the Take icon. Proceed as normal in establishing a sharing session as covered earlier.

Note: In the event that another agent accepts this chat, that agent can transfer the chat to the agent that initiated it.Desktop Sharing Agent Invitation


List the two Desktop Sharing modes and define each.

Describe the process to initiate a sharing session with a visitor not currently in a chat session.

True or False? In order to switch to an Interactive session, the operator must first start in the View Mode.

Desktop Sharing - Practical Applications


Section 5:Knowledge Base

Intuit Financial Services UniversityLivePerson Suite Operator Procedures Certification Training


Here is a sample of what your Knowledge Base can look like after the header and footer is customized and information is entered. Main Page


If a consumer elects to search the Knowledge Base using a keyword, the results appear below. Step 1: Enter the key word.Step 2: Click on the most appropriate resultNote: The relevancy of the result is determined by ratings from previous Knowledge Base consumers.Keyword Search


Step 3: Click on the document icon.Step 4: A pop-up window appears asking if you want to Open or Save the file (not shown).If a document results, the consumer sees the article name, description and a link to access the document. Other relevant entries appear below.Search Results - Document


In this view, the consumer just received a text answer. Below, if there are any other relevant articles, the consumer can click those as well.Search Results - Answer


If enabled, the consumer is prompted to rate the relevancy of the result they received. This shows at the bottom of all Knowledge Base result screens and helps to improve the effectiveness of your Knowledge Base (see the Knowledge Base Feedback Survey section).Rating the Results


Knowledge Base - Practical ApplicationsWhat is the purpose of using escalation prompts? How can prompts be turned on and off?

Describe how to enable and edit the Knowledge Base Feedback Survey .

What does in-house content mean and how can an administrator flag content to show in-house?

Describe the process to add a new question to a category in the Knowledge Base.




Section 6:Additional Training and ResourcesIntuit Financial Services UniversityLivePerson Suite Operator Procedures Certification Training


For your convenience we have compiled the following helpful documents and training tools to help you launch and maintain your Secure Support, Chat, Desktop Sharing and Knowledge Base products.Classroom MaterialsSoft copies of the classroom materials in PDF format.

Continuing Education eLearning CoursesLivePerson Suite: Administrator Procedures to set up Ticketing, Chat, Desktop Sharing and Knowledge BaseLivePerson Suite: Operator Procedures for front-line staff usage of the Live Person Agent Console in order to support Ticketing, Chat, Desktop Sharing and Knowledge Base

Client Site and MySupportTake a tour of the Intuit Financial Services Client Site and learn how to register and use MySupport to update FI contacts and communicate with customer care.LivePerson Suite Training Resources


You may access this information online at https://www.diclientsite.com/university/class/post-scss.htmlResources Page

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Its also important to go over the individual objectives this is essentially the roadmap for the class, and adult learners like to know where they are going.

Documents

Topic Section Overview 1 Ticketing2 Chat3 Desktop Sharing4 Knowledge Base5