Amazon Connect: Implementing Customer Profiles

This is a course within the Amazon Connect curriculum. We walk through what Customer Profiles is, the benefits of using Customer Profiles, and how to set up Customer Profiles. This course describes the various steps involved with the enablement and implementation process.

      •    Course level: Intermediate

      •    Duration: 75 minutes

Activities

This course includes presentations, e-learning interactions, video, and knowledge checks.

Course objectives

In this course, you will learn to do the following:

      •    Explain the benefits of Amazon Connect Customer Profiles

      •    Configure Amazon Connect Customer Profiles

      •    Utilize Amazon Connect Customer Profiles

Intended audience

      •    Technical professionals who work with, or would like to work with the implementation, modification, and optimization of contact center operations

      •    The primary audience is small, medium, and enterprise contact center professionals. This includes those in the roles of agents, administrators, developers, and AWS partners. It is assumed that the audience may have general to extensive experience and knowledge of contact centers.

Prerequisites

We recommend that attendees of this course have completed the following courses:

      •    Introduction to Amazon Connect and the Contact Control Panel (CCP)

      •    Introduction to Amazon Connect Administrative Interface

      •    Creating and Managing Amazon Connect Instances

Course outline

Lesson 01: Introduction to Amazon Connect Customer Profiles

      •    Overview of Customer Profiles

           o    What is Amazon Connect Customer Profiles?

      •    Benefits of using Customer Profiles

           o    Unified view for agents

           o    Personalized, dynamic experience

           o    Knowledge-based authentication

           o    Deduplication of customer profiles with Identity Resolution

      •    Check your knowledge

      •    Summary

Lesson 02: Using Customer Profiles

      •    Scenario: Providing a dynamic experience

      •    Agent workspace

      •    Activating and configuring Amazon Connect Customer Profiles

           o    Activate Amazon Connect Customer Profiles during instance creation

           o    Create the instance

           o    Configure the domain

           o    Activate Amazon Connect Customer Profiles after instance creation

      •    Amazon Connect administrator configuration

           o    Assigning permissions

      •    Flows

           o    What are Flows?

           o    The Customer profiles flow block

      •    Check your knowledge

      •    Summary

Lesson 03: Integrate Amazon Connect Customer Profiles

      •    Customer Profiles domain

      •    Integrating applications with pre-built connectors

           o    External applications

           o    Setting up integrations using Amazon AppFlow

           o    Internal applications

      •    Integrating applications without pre-built connectors

      •    Choosing an integration route

      •    Object type mapping

           o    Set up data mapping

           o    Map attributes

           o    Specify identifiers

      •    Check your knowledge

      •    Summary

Lesson 04: Identity Management

      •    Identity management and deduplication

      •    Set up identity management

           o    Consolidation criteria

      •    No matching profile

           o    Use case

      •    Multiple matching profiles

      •    Reporting

      •    Check your knowledge

      •    Summary

Lesson 05: Considerations

      •    Service quotas

      •    Security

           o    Security profile considerations in Customer Profiles

      •    Check your knowledge

      •    Summary

Lesson 06: Summary

      •    Benefits

      •    Agent workspace

      •    Domains and error reporting

      •    The Customer Profiles flow block

      •    Integrating Amazon Connect Customer Profiles

      •    Identity Resolution

      •    Considerations

      •    Downloadable PDF of the Summary

Lesson 07: Course Assessment

Lesson 08: Additional Resources

Lesson 09: Feedback