SC Demo Training

2 LiveOps Training Curriculum Overview SALES Courses (SC) – SC101 – LiveOps Basic Sales Training Class – SC102 – LiveOps Advanced Sales Training Class – SC201 – LiveOps Basic Sales Demo Training SC201c – LiveOps Sales Demo Certification – SC202 – LiveOps Advanced Sales Demo Training SC202c – Advanced Demo Certification TECHNICAL Courses (TC) – TC401 – LiveOps Basic Technical Training – TC402 – LiveOps Advanced Technical Training & Troubleshooting – TC403 – LiveOps Network Design, Telephony & Security

SC – 202 Advanced Demo Training Agenda Advanced Demo Certification Feature List 1 – Demo Account Creation7 - Navigating LiveOps Administration 2 - Demo Tenant Login8 - Navigating SFDC Phone Panel Integration 3 - Demo Flow & Demo Review9 - LiveOps Demo Tips & Tricks 4 - Initiating Live Interactions10 - LiveOps C.L.O.U.D. Competition 5 - Navigating LiveOps Engage11 - LiveOps Basic Demo Certification Next Steps 6 - Navigating LiveOps Supervisor Tools

SC – 201 Demo Training Demo Account Creation – Demo Account Setup Permissions – Contact Info Tab: “Work Phone” – This is the phone number that LiveOps will dial to reach the agent for voice interactions – Account Status Tab: “Belongs to this client” – Should be set to the demo tenant Client name “Enable LiveOps Multichannel” – Should be set to “Yes” “Groups” – A demo account should have “Admin”, “Agent” & “Client” selected – Recording Tab: “Audio Recording” – Should be set to “On” “Screen Recording” – Should be set to “On” – Routing Tab: Agent Pools – The demo Agent Pools that this user will be associated to during demos should be selected – Administrative Tab: Agent Attributes – Any customized Agent Attributes can be enabled or disabled from this tab – User Preferences: Agent Attributes – Any customized Agent Attributes can be enabled or disabled from this tab 5

SC – 201 Demo Training Demo Account Creation – Your Instructor Will Now Create Your Demo Account Using The Provided Items: – Contact Info Tab: First Name & Last Name Work Phone - Phone number used during demos 6

SC – 201 Demo Training Demo Account Creation – Demo Account Setup Permissions – Account Status Tab: “Belongs to this client” – Should be set to the demo tenant Client name. “Enable LiveOps Multichannel” – Should be set to “Yes” “Groups” – A demo account should have “Admin”, “Agent” & “Client” selected. 7

SC – 201 Demo Training Demo Account Creation – Demo Account Setup Permissions – Recording Tab: “Audio Recording” – Should be set to “On”. “Screen Recording” – Should be set to “On” 8

SC – 201 Demo Training Demo Account Creation – Demo Account Setup Permissions – Routing Tab: Agent Pools – The demo Agent Pools that this user will use during demos should be selected. 9

SC – 201 Demo Training Demo Account Creation – Demo Account Setup Permissions – Administrative Tab: Agent Attributes – Any customized Agent Attributes can be enabled or disabled from this tab. 10

SC – 201 Demo Training Demo Account Creation – Demo Account Setup Permissions – User Preferences: Agent Attributes – Any customized Agent Attributes can be enabled or disabled from this tab. 11

SC – 201 Demo Training Demo Account Creation – You should be provided the below 3 items: – Login URL: – Username: Typically first initial last name (jcharles) – Temporary Password: Typically abc123 A user will be required to change this password on initial login 13

SC – 201 Demo Training Initial Create New Password Screen 14

SC – 201 Demo Training Potential Basic Demo Flow – End User Customer To LiveOps Engage Agent Demo – LiveOps Supervisor Tools Demo – LiveOps Call Routing & User Configuration – LiveOps For Salesforce Demo 16 Launch Inbound Customer Interactions Show & Describe Engage Home Panel Accept Inbound Interactions Show Engage Response Interface, Message History, CRM & Pivot Capability Show & Describe Activity Summary Show & Describe LiveDashboards Show & Describe Report Tool Show & Describe Multichannel Reports Show & Describe SFDC Integration Using Open CTI Show & Describe Inbound Calls Show & Describe Outbound Calls Show & Describe SFDC Reports Show & Describe Routing Hierarchy Show & Describe Outbound Campaign Capability Show & Describe Call Flows Show & Describe Creating & Modifying User Accounts

SC – 201 Demo Training LiveOps Instructor Will Perform Live Demo 17

SC – 201 Demo Training Initiating Live Interactions – Launch Voice, , Web Chat, Text/SMS, Twitter & Facebook Interactions From Demo Page 19

SC – 201 Demo Training Navigating LiveOps Engage – Engage Home Panel - Show and describe the Engage Home panel, which is the default view you see when you first launch the Integrated Agent Desktop. Explain how this single web-based interface can harness six communication channels, which is unmatched in the industry at this time. – Header - Show the Engage Integrated Agent Desktop header, which contains the product logo, the desktop clock and the header utility links (about & help). – Agent Information Panel - Show the Engage Agent related information, such as the Agent avatar, Agent information (name and talk path number) and Agent presence menu. – Agent LiveDashboard - Show the Engage Agent Live Dashboard which displays real-time information about the individual channel queues to an agent. This displays the number of messages or calls waiting in each queue, as well as the current performance against Grade of Service (GoS) metrics (shading and up/down arrows). 21

SC – 201 Demo Training Navigating LiveOps Engage (Continued) – Channel Editor Buttons - Show the Engage Channel Editors which let you create outgoing messages or phone calls, depending on your available channels. – Open Tasks Panel - Show the Engage Open Task Panel, which displays messages that are currently open and assigned to the agent. – Completed Tasks Panel - Show the Engage Completed Tasks Panel, which displays the list of your recently completed tasks. – Side Panel - Show the Engage Side Panel, which is a pop-out control that gives you a quick access to three key features. These features are: Customer Search, Work Queue and My Tasks. 22

SC – 201 Demo Training Navigating LiveOps Engage (Continued) 23

SC – 201 Demo Training Navigating LiveOps Supervisor Tools – Activity Summary – Show and describe the different tabs on the Activity Summary landing page. – LiveDashboard – Show and describe the LiveDashboard. LiveDashboard Details - Show Dashboard View drop down options. Select highlighted fields and describe the associated below detailed information. Column Options - Select Column Options and demonstrate how to add or remove KPI’s and drag and drop Selected Columns configuration. – LiveDashboard Configuration – Show and describe LiveDashboard Dimensions, Views & Thresholds. – Report Tool – Show the Sales Demo Call Segment – Detail report. Define report data, Call Visualization, Call/Desktop Recording, Report Modification & Report Scheduling. – Multichannel Reports - Show the Performance By Channel, Performance Dashboard & Peak Concurrent Logins Reports. 25

SC – 201 Demo Training Navigating LiveOps Supervisor Tools & Administration – Activity Summary – Show and describe the different tabs on the Activity Summary landing page. 26

SC – 201 Demo Training Navigating LiveOps Supervisor Tools & Administration – LiveDashboard – Show and describe the LiveDashboard. LiveDashboard Details - Show Dashboard View drop down options. Select highlighted fields and describe the associated below detailed information. Column Options - Select Column Options and demonstrate how to add or remove KPI’s and drag and drop Selected Columns configuration. 27

SC – 201 Demo Training Navigating LiveOps Supervisor Tools & Administration – LiveDashboard Configuration – Show and describe LiveDashboard Dimensions, Views & Thresholds. 28

SC – 201 Demo Training Navigating LiveOps Supervisor Tools & Administration – Report Tool – Show the Sales Demo Call Segment – Detail report. Define report data, Call Visualization, Call/Desktop Recording, Report Modification & Report Scheduling. 29

SC – 201 Demo Training Navigating LiveOps Supervisor Tools – Multichannel Reports - Show the Performance By Channel, Performance Dashboard & Peak Concurrent Logins Reports. 30

SC – 201 Demo Training Navigating LiveOps Administration – Routing - Explain the Clients, Programs, Campaigns & Call Flows hierarchy. Campaigns - Show and explain the LOSalesDemo Outbound Progressive &Push Preview Outbound Dialing Campaigns Call Flows - Show and explain Call Flows, Call Actions, Arrival tab, Queue tab, On Call tab & Post Call tab – Edit Users - Explain how to add a user. Edit your own User account and explain the Contact Info, Account Status, Recording, Routing, Administrative and User Preferences tabs – My Account – Show My Account and how and why an agent would change their Work Phone number 32

SC – 201 Demo Training Navigating LiveOps Administration – Routing - Explain the Clients, Programs, Campaigns & Call Flows hierarchy. Campaigns - Show and explain the LOSalesDemo Outbound Progressive &Push Preview Outbound Dialing Campaigns Call Flows - Show and explain Call Flows, Call Actions, Arrival tab, Queue tab, On Call tab & Post Call tab 33

SC – 201 Demo Training – Routing - Explain the Clients, Programs, Campaigns & Call Flows hierarchy. Campaigns - Show and explain the LOSalesDemo Outbound Progressive &Push Preview Outbound Dialing Campaigns 34

SC – 201 Demo Training Navigating LiveOps Administration – Routing - Explain the Clients, Programs, Campaigns & Call Flows hierarchy. Call Flows - Show and explain Call Flows, Call Actions, Arrival tab, Queue tab, On Call tab & Post Call tab 35

SC – 201 Demo Training Navigating LiveOps Administration – Edit Users - Explain how to add a user. Edit your own User account and explain the Contact Info, Account Status, Recording, Routing, Administrative and User Preferences tabs 36

SC – 201 Demo Training Navigating LiveOps Administration – My Account – Show My Account and how and why an agent would change their Work Phone number 37

SC – 201 Demo Training Navigating LiveOps SFDC Phone Panel Integration Depending On SFDC Configuration – Service Cloud Open CTI Integration - Describe the software less Open CTI integration between LiveOps and Salesforce Service Cloud. Inbound Calls – Show an inbound call with Salesforce screen pop integration, Show the Phone Panel Conference and Transfer features. Outbound Calls – Show an outbound call by clicking on a phone number within Salesforce. Reports – Show Salesforce Reports with LiveOps historical data. Show the ability to dial out of the Salesforce Report record using Open CTI. Show LiveOps voice recordings within the Salesforce report. – Sales Cloud Open CTI Integration - Describe the software less Open CTI integration between LiveOps and Salesforce Sales Cloud. Inbound Calls – Show an inbound call with Salesforce screen pop integration, Show the Phone Panel Conference and Transfer features. Outbound Calls – Show an outbound call by clicking on a phone number within Salesforce. Reports – Show Salesforce Reports with LiveOps historical data. Show the ability to dial out of the Salesforce Report record using Open CTI. Show LiveOps voice recordings within the Salesforce report. 39

SC – 201 Demo Training Navigating LiveOps SFDC Phone Panel Integration Depending On SFDC Configuration – Service Cloud Open CTI Integration - Describe the software less Open CTI integration between LiveOps and Salesforce Service or Service Cloud. Inbound Calls – Show an inbound call with Salesforce screen pop integration, Show the Phone Panel Conference and Transfer features. 40

SC – 201 Demo Training Navigating LiveOps SFDC Phone Panel Integration Depending On SFDC Configuration – Service Cloud Open CTI Integration - Describe the software less Open CTI integration between LiveOps and Salesforce Service Cloud. Outbound Calls – Show an outbound call by clicking on a phone number within Salesforce. 41

SC – 201 Demo Training Navigating LiveOps SFDC Phone Panel Integration Depending On SFDC Configuration – Service Cloud Open CTI Integration - Describe the software less Open CTI integration between LiveOps and Salesforce Service Cloud. Reports – Show Salesforce Reports with LiveOps historical data. Show the ability to dial out of the Salesforce Report record using Open CTI. Show LiveOps voice recordings within the Salesforce report. 42

SC – 201 Demo Training Navigating LiveOps SFDC Phone Panel Integration Depending On SFDC Configuration – Sales Cloud Open CTI Integration - Describe the software less Open CTI integration between LiveOps and Salesforce Sales Cloud. Inbound Calls – Show an inbound call with Salesforce screen pop integration, Show the Phone Panel Conference and Transfer features. 43

SC – 201 Demo Training Navigating LiveOps SFDC Phone Panel Integration Depending On SFDC Configuration – Sales Cloud Open CTI Integration - Describe the software less Open CTI integration between LiveOps and Salesforce Sales Cloud. Outbound Calls – Show an outbound call by clicking on a phone number within Salesforce. 44

SC – 201 Demo Training Navigating LiveOps SFDC Phone Panel Integration Depending On SFDC Configuration – Sales Cloud Open CTI Integration - Describe the software less Open CTI integration between LiveOps and Salesforce Sales Cloud. Reports – Show Salesforce Reports with LiveOps historical data. Show the ability to dial out of the Salesforce Report record using Open CTI. Show LiveOps voice recordings within the Salesforce report. 45

SC – 201 Demo Training LiveOps Demo Tips & Tricks – Configure Web Browser To Bookmark All Needed Demo Tabs. Allows For Single Click Demo Setup. Creates Linear Demo Process In Case You Loose Your Place In The Demo (Demo Training Wheels). – Use A Different Web Browser For Engage Interactions. This Allows For Quick Toggling Between Demo Tabs & The Engage Interface – Understand The “Help” Menu Link Within The LiveOps Demo Tenant & What Resources Are Simply A Click Away. – Keep The Following Web Link Bookmarked In Case Customers Ask About The LiveOps API Capabilities: – Backup Internet Connectivity – MiFi Or Other Cellular Data Solutions Come In Handy When Customers Wireless Or Wired Connections Don’t Work Out. 47

SC – 201 Demo Training LiveOps C.L.O.U.D. Competition – LiveOps Instructor will call out a LiveOps feature that was covered in class & the specified student will demonstrate that feature – If the student can not properly complete the feature they will receive a C.L.O.U.D. letter. When a student has received all C.L.O.U.D. letters they will be out of the competition – The previous student will select a new student & call out a new feature that was covered in class for them to demonstrate – LiveOps instructor will moderate if feature call out is within the Basic Demo Training scope 49

SC – 201 Demo Training LiveOps Basic Demo Certification Next Steps: – Practice, Practice, Practice – Be Able To Do A Complete LiveOps Demo Hitting All Of The Demonstration Points On The LiveOps Demo Checklist. LiveOps Basic Demo ChecklistLiveOps Basic Demo Checklist – Do A Complete LiveOps Demo In Front Of A LiveOps Sales Team Member Or Attend The LiveOps SC-201c Course & Do The Demo In Front Of The Class. 51

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