Customer Service Excellence
", "projectPrivate": false, "projectDiscussionEnabled": true, "challengeSearchEnabled": true, "guestEnabled": false, "communityTitle": "Service Commons", "communityDescription": "Share tips, ask the team, and celebrate wins.", "storeRedemptionLimit": 3, "categories": [ { "categoryId": 9001, "categoryName": "Core Curriculum", "categoryDescription": "Required learning paths for every agent." }, { "categoryId": 9002, "categoryName": "Optional Enrichment", "categoryDescription": "Nice-to-have electives." } ], "topics": [ { "topicId": 1, "topicTitle": "Service Foundations", "topicDescription": "The mindset and standards behind great service.", "topicType": "standard", "heading": "Service Foundations
", "published": true, "topicPrivate": false, "allowReset": false, "completionFeedbackEnabled": true, "bonusPoints": 50, "categoryIds": [9001], "challengeCategories": [ { "categoryId": 9101, "categoryName": "Knowledge Check", "categoryDescription": "Quiz-format content." } ], "challenges": [ { "challengeId": 101, "challengeTitle": "Our service promise", "challengeDescription": "Read our service promise, then complete the quiz below.", "challengeType": "quiz", "published": true, "points": 20, "completionMessage": "Correct! Our service promise is the standard behind every interaction.", "completionMessage2": "Not quite - review the service promise and try again.", "quizType": "multiselect", "categoryIds": [9101], "options": [ { "optionTitle": "Respond to every customer within one business day", "optionAnswer": true, "optionValue": 1 }, { "optionTitle": "Confirm the customer's issue before offering a solution", "optionAnswer": true, "optionValue": 2 }, { "optionTitle": "Close the ticket first and investigate later", "optionAnswer": false, "optionValue": 3, "completionMessage": "We confirm the issue before we close anything." }, { "optionTitle": "Escalate only when the customer threatens to leave", "optionAnswer": false, "optionValue": 4, "completionMessage": "Escalation is for unresolved issues, not just angry ones." } ] }, { "challengeId": 102, "challengeTitle": "The greeting script, step by step", "challengeDescription": "Name the first steps of our opening greeting.", "challengeType": "multi-field", "published": true, "points": 25, "completionMessage": "Nicely done - that is the full sequence.", "charLimit": 200, "categoryIds": [9101], "fields": [ { "fieldTitle": "Step 1: Greeting", "fieldType": "TEXT", "required": true, "points": 5 }, { "fieldTitle": "Step 2: Verify identity", "fieldType": "TEXT", "required": true, "points": 5 }, { "fieldTitle": "Step 3: Acknowledge the issue", "fieldType": "OPTION", "required": true, "points": 5, "options": [ { "optionTitle": "Restate what you heard", "points": 5 }, { "optionTitle": "Read the account notes", "points": 0 }, { "optionTitle": "Offer a refund", "points": 0 } ] }, { "fieldTitle": "How confident do you feel delivering this script?", "fieldType": "SCALE", "required": true, "scale": { "scaleName": "Confidence", "scaleDescription": "Self-rated confidence for this week's practice log.", "scaleMinLabel": "Needs practice", "scaleMaxLabel": "Ready for customers", "scaleLevels": [ { "levelLabel": "Needs practice", "levelNumber": 1 }, { "levelLabel": "Getting there", "levelNumber": 2 }, { "levelLabel": "Comfortable", "levelNumber": 3 }, { "levelLabel": "Ready for customers", "levelNumber": 4 } ] } } ] }, { "challengeId": 103, "challengeTitle": "Product refreshers", "challengeDescription": "One key fact about our product, in your own words.", "challengeType": "normal", "published": true, "points": 10, "challengeRepeatEvery": 24, "charLimit": 120 }, { "challengeId": 104, "challengeTitle": "Tone check: refund request", "challengeDescription": "Which response best matches our service promise when a long-time customer asks for a refund outside policy?", "challengeType": "quiz", "published": true, "points": 15, "completionMessage": "Exactly - acknowledge first, then explain the policy.", "completionMessage2": "Review the service promise and try again.", "categoryIds": [9101], "options": [ { "optionTitle": "Explain the policy, then offer the nearest alternative that helps them", "optionAnswer": true, "optionValue": 1 }, { "optionTitle": "Approve the refund to keep them happy", "optionAnswer": false, "optionValue": 2 }, { "optionTitle": "Quote the policy and end the conversation", "optionAnswer": false, "optionValue": 3 } ] }, { "challengeId": 105, "challengeTitle": "Weekly pulse: what slowed you down?", "challengeDescription": "Pick the biggest friction you hit this week. Results shape our next coaching session.", "challengeType": "survey", "published": true, "points": 5, "options": [ { "optionTitle": "Unclear account history", "optionAnswer": false, "optionValue": 1 }, { "optionTitle": "Waiting on another team", "optionAnswer": false, "optionValue": 2 }, { "optionTitle": "Tooling or system lag", "optionAnswer": false, "optionValue": 3 }, { "optionTitle": "Nothing - smooth week", "optionAnswer": false, "optionValue": 4 } ] }, { "challengeId": 106, "challengeTitle": "Recognition code", "challengeDescription": "Enter the code your team lead shares at the end of each service recognition huddle.", "challengeType": "key", "published": true, "points": 30, "correctAnswerTitle": "Appreciate", "challengeRepeatEvery": 168 }, { "challengeId": 107, "challengeTitle": "Policy card: data handling", "challengeDescription": "Quick reference: what you may and may not do with customer data.", "challengeType": "non-interactive", "published": true, "points": 0 } ] }, { "topicId": 2, "topicTitle": "Practice & Prove It", "topicDescription": "Apply the foundations to real scenarios and earn your service badge.", "topicType": "standard", "heading": "Practice & Prove It
", "published": true, "topicPrivate": false, "allowReset": false, "completionFeedbackEnabled": true, "bonusPoints": 100, "categoryIds": [9001], "challenges": [ { "challengeId": 201, "challengeTitle": "This week's focus", "challengeDescription": "Scan the QR code at the front desk to check in to this week's focus session.", "challengeType": "qr", "published": true, "points": 10, "challengeRepeatEvery": 168 }, { "challengeId": 202, "challengeTitle": "Snap your service win", "challengeDescription": "Post a screenshot of praise from a customer, internal teammate, or a review you handled.", "challengeType": "normal", "published": true, "points": 15, "photoOnly": true, "challengeRepeatEvery": 24, "charLimit": 100, "votePoints": 2, "votePointsLimit": 5 }, { "challengeId": 203, "challengeTitle": "Where will we land?", "challengeDescription": "Predict our team's average satisfaction score for this month, then check the result at month-end.", "challengeType": "prediction", "published": true, "points": 20, "options": [ { "optionTitle": "Above 4.7", "optionAnswer": true, "optionValue": 1 }, { "optionTitle": "Between 4.5 and 4.7", "optionAnswer": false, "optionValue": 2 }, { "optionTitle": "Below 4.5", "optionAnswer": false, "optionValue": 3 } ] }, { "challengeId": 204, "challengeTitle": "Final assessment", "challengeDescription": "Question covering the service promise, greeting steps, and data handling. Keep trying until you get it right.", "challengeType": "quiz-repeat", "published": true, "points": 50, "completionMessage": "You passed the final assessment. Well done!", "completionMessage2": "Review Service Foundations and try again.", "repeatUntilCorrect": true, "options": [ { "optionTitle": "Within one business day", "optionAnswer": true, "optionValue": 1 }, { "optionTitle": "Within one hour", "optionAnswer": false, "optionValue": 2 }, { "optionTitle": "Only for premium accounts", "optionAnswer": false, "optionValue": 3 } ] } ] } ] } }