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Duration 14 hours
Course Outline
Introduction to Claude for Support Operations
- Defining Claude’s role within enterprise support
- Exploring capabilities and inherent limitations
- Identifying key operational use cases
Support Triage and Classification with Claude
- Strategies for automated categorization
- Extracting intent and determining urgency
- Minimizing manual triage efforts
Drafting and Refining Customer Communications
- Generating messages with precise tone control
- Tailoring communications for diverse customer profiles
- Developing multi-step communication flows
Ticket Automation and Summarization
- Generating structured ticket content
- Creating accurate summaries from interaction transcripts
- Ensuring outputs align with internal formatting standards
Knowledge Retrieval and Article Enhancement
- Querying enterprise knowledge bases using Claude
- Refreshing outdated knowledge articles
- Generating new documentation from support data
Workflow Integration and Best Practices
- Optimizing support processes with Claude
- Designing reusable prompt workflows
- Maintaining quality assurance in AI-assisted operations
Security, Compliance, and Responsible Use
- Considerations for data handling
- Managing permissions and access policies
- Ensuring auditability in AI-enabled support workflows
Hands-On Project: Claude in Real Support Scenarios
- Constructing a triage-to-ticket workflow
- Producing customer-ready communications
- Configuring a support knowledge Q&A pipeline
Summary and Next Steps
Requirements
- A foundational understanding of customer support workflows
- Practical experience with helpdesk or ticketing systems
- Basic familiarity with enterprise knowledge bases
Target Audience
- Customer service teams
- Support managers
- Operations teams
Testimonials (2)
Learning how to prompt Claude and use it to digest all of the data I have available.
Mike Hartleroad - Furniture Row
Course - Claude AI for Data Analysis and Business Intelligence
how to engage with the Office environment and set up repetitive tasks
