I maintain a deep appreciation for this eLearning module, even as my proficiency in design and programming has significantly advanced since its creation. This module stands as a testament to the capabilities achievable through meticulous analysis, transparent communication with multiple Subject Matter Experts (SMEs), and adept utilization of technology. In crafting the content, I employed Photoshop to refine authentic screenshots of our Salesforce platform, ensuring that learners benefit from genuine, real-world examples while preserving the confidentiality of customer account information. The eLearning module itself was created with Articulate Storyline 360.
This training initiative is a great example of a learning objective that focuses more on behavioral change rather than simply a knowledge transfer. At the behest of the head of the escalated tickets department, I collaborated extensively with several managers from the escalated tickets team to address the challenge of enhancing Tier 1 agents’ ticket-writing skills. The department head’s generosity with time and the managers’ contribution of real-world examples of “suboptimal” tickets proved instrumental in crafting a targeted solution.
I began the eLearning by introducing a common scenario with a ticket that was created with incomplete information. By depicting the creation process of these less-than-ideal tickets and tracing their outcomes, I effectively communicated to Tier 1 agents how such tickets could impact their Key Performance Indicators (KPIs). This approach not only fostered an understanding of the repercussions but also cultivated empathy for the Escalated Ticket agents. The use of engaging questions, coupled with comprehensive feedback, served to maintain learner engagement. This approach, incorporating real-time decision-making rather than simplistic click-to-reveal slides, aimed to stimulate critical thinking early in the learning process, ensuring heightened attention to the material.
The eLearning experience concluded with a test module. This was not a “graded test” within Storyline. Rather, it was a series of branching scenario questions. Opting for the right dialogue box allowed learners to progress through this section efficiently, completing it in just 5 minutes. However, failure to seek adequate details from the customer would lead them to troubleshoot the wrong issue, underscoring the importance of thorough investigation. If they failed to ask the customer for enough details, they would discover that they were troubleshooting the wrong issue (a 500 error, NOT a 502 error). See the screenshots below for the examples of these branching slides.
You are welcome to download the scrubbed HTML file to view this eLearning. Additionally, I’ve been informed that the eLearning remains accessible through Articulate’s review site, although I must note that changes to the new employee’s name at the top left have occurred, and I cannot vouch for the current content integrity.
