Course curriculum

  • 1

    The HONEY Comb Method Continued

    • Opening The Investigation
  • 2

    Open Ended & Close Ended Questions

    • Introduction & Learning Objectives

    • Examples of Open Ended VS Close Ended Questions

    • Activity 1

    • Activity 2

    • Recap
  • 3

    Basic Troubleshooting Skills

    • Introduction & Learning Objectives

    • Reproducing the Issue

    • Unbounce Documentation – Using the Knowledge Center & Community

    • Zendesk – Researching older tickets & Using macros

    • Slack – Browsing the Support Help Channel

    • Google – Researching 3rd Party Documentation

    • Escalation Spreadsheet – Checking known bugs

    • Unbounce Builder – Creating Page Duplicates

    • Activity 1

    • Activity 2

    • Activity 3

    • Recap
  • 4

    Knowing Your Scope

    • Introduction & Learning Objectives

    • What is the scope of Customer Support?

    • Which services and topics are WITHIN our scope?

    • Which services and topics are OUTSIDE of our scope?

    • Exploring Some Examples:

    • Example 1

    • Example 2

    • Example 3

    • Example 4

    • Recap
  • 5

    Daily Reflection

    • Reflection