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Omni-Channel
Introduction
Welcome to the Course. Learn Today. Earn Tomorrow (1:28)
What is Omni-Channel and Why It Matters (2:20)
Course Guide and How to Navigate This Course
Admin Essentials - Configure Omni-Channel
Omni-Channel Fundamentals for Admins (18:20)
Step-by-Step Omni-Channel Setup (Service Channel)
Step-by-Step Omni-Channel Setup (Queues & Routing)
Step-by-Step Omni-Channel Setup (Presence)
Business Analyst Skills
How to Lead Omni-Channel Discovery Sessions
Mapping Business Requirements to Omni-Channel Features
Discovery Workbook & Interview Questions
Consultant Delivery Toolkit
Omni-Channel Implementation Planning and Delivery
Demo: Skills-Based Routing Setup Walkthrough
Project Planning Checklist
Architectural Strategy
Architecting Omni-Channel: Best Practices and Strategy
Demo: Live Design: Skills, Priorities, Load Balancing at Scale
Architect Solution Blueprint Templates (Current/Future State, Downloadable)
Mapping Business Requirements to Omni-Channel Features
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