This website lists workshops created by the teams at Amazon Web Services (AWS). Workshops are hands-on events designed to teach or introduce practical skills, techniques, or concepts which you can use to solve business problems.
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New workshops and content added all the time
Created by specialists in the field from AWS and AWS Partners
Globally available without restriction and mobile friendly
Very brief introduction to Amazon Connect and Service Cloud Voice. Describes the prerequisites for the Service Cloud Voice with Amazon Connect Bootcamp, and provides the steps required to prepare a new developer environment that will be used for hands-on exercises. Prerequisite for the remaining Service Cloud Voice with Amazon Connect Bootcamp.
Details the deployment models, architecture, configured AWS services, integration points, APIs, and provided AWS Lambda functions that power the Service Cloud Voice Architecture.
Introduces users to the key concepts of how routing works in Amazon Connect. Includes priorities, queues, routing profiles, and other key factors to consider when configuring routing. Lab section builds out a routing baseline.
In this module you will work within Salesforce to configure the agent experience. You will also learn how to manage users, update security profiles, update routing profiles, and modify user permissions in Salesforce. By the end of this module, you will have a fully configured agent experience within Salesforce Service Cloud.
In this module, students will configure an Amazon Connect contact flow that uses data from Salesforce to alter customer experiences, change routing destinations, change priorities, and present different options such as callbacks. At then end, the student will have a Service Cloud Voice enabled contact flow that demonstrates a number of different customer experiences.
In this module, students will configure additional channels in Salesforce, such as Chat and Email, and will validate function by handling different contact channels from the Omni-Channel UI. They will also learn how Salesforce allows them to control agent utilization by respecting capacity, where appropriate.
In this module, students will be introduced to the Omni-Supervisor experience within Salesforce. They will learn how to monitor and interact with agents.
In this module, students will be introduced to the different reporting options available in Service Cloud Voice. They will learn how to navigate and create reports and dashboards in Salesforce, as well as in Amazon Connect. They will also be introduced to Contact Lens and the additional data available.
In this module, instance/account lifecycle policies are discussed, as well has how to appropriately deactivate an account.
In this module, students will be introduced to various tools that can help customers during deployment and go-live. They will also learn troubleshooting techniques and will be introduced to various common issues customers experience when deploying Service Cloud Voice.
In this module, students will be introduced to Salesforce Flow and will configure a flow to direct routing in Amazon Connect. They will also learn about Next Best Action in Salesforce and have the opportunity to configure basic next best action using Salesforce Recommendations and driven by data gathered in the Amazon Connect Contact Flow.
In this module, students will be introduced to Amazon Lex and will create a Lex Bot using the V2 console. They will integrate that bot with Amazon Connect, and will demonstrate how sentiment can be used to alter routing or customer experiences.