Beginner Video-first pathway

Customer Service with Digital Tools

Design helpful customer conversations and simple support workflows.

8 lessons9 assessmentsCertificate pathway

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Learn with structure.

Watch, practise, pass, and build a record of progress.

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Course overview

Build capability through a clear, practical path.

A video-first beginner course covering customer needs, clear communication, CRM basics, ticketing, knowledge bases, workflow automation, escalation, privacy, and service review.

What you will learn

Designed for meaningful progress

Customer Needs and Service Mindset

Clear Customer Communication

CRM Records and Context

Ticketing and Case Lifecycle

Knowledge Bases and Self-Service

Support Workflows and Automation

Your learning path

Lessons and progression

8 lessons, each with a companion video and a required understanding check.

Sequential access

01 · Customer Needs and Service MindsetEnroll to unlock this lesson

02 · Clear Customer CommunicationEnroll to unlock this lesson

03 · CRM Records and ContextEnroll to unlock this lesson

04 · Ticketing and Case LifecycleEnroll to unlock this lesson

05 · Knowledge Bases and Self-ServiceEnroll to unlock this lesson

06 · Support Workflows and AutomationEnroll to unlock this lesson

07 · Escalation and PrivacyEnroll to unlock this lesson

08 · Service Metrics and ImprovementEnroll to unlock this lesson

Assessments

Prove what you know

Pass each lesson test to unlock the next step, then complete the final exam.

Lesson 1 TestEnroll to unlock assessments

Lesson 2 TestEnroll to unlock assessments

Lesson 3 TestEnroll to unlock assessments

Lesson 4 TestEnroll to unlock assessments

Lesson 5 TestEnroll to unlock assessments

Lesson 6 TestEnroll to unlock assessments

Lesson 7 TestEnroll to unlock assessments

Lesson 8 TestEnroll to unlock assessments

Customer Service with Digital Tools Final ExamEnroll to unlock assessments