- COURSE
Cisco Webex Connect Expert (CWCONE)
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The Cisco Webex Connect Expert course is your launchpad for mastering automated, intelligent, personalized customer interactions at scale with the Webex Connect Communications Platform as a Service (CPaaS).
Designed for solution architects, service developers and CX technologists working across pre- and post-sale environments, this 3-day course is hands-on, practical, and filled with real-world examples to help you confidently design, build and manage effective and efficient customer journeys.
You’ll explore the full capabilities of Webex Connect—from its modular architecture, messaging orchestration tools, and API integrations to service provisioning, and multichannel delivery mechanisms. We’ll guide you through flow building logic, data management, service channel configurations, testing and debugging tools, template management, and outbound communication strategies. You’ll also learn how to manage tenants and troubleshoot.
Only available from Sunset Learning, the CWCONE course is delivered by expert instructors who bring industry experience and deep platform knowledge. Expect interactive instruction, guided labs and instructor Q&A to reinforce your learning. When we're done, you’ll know how to design, configure, and optimize a Webex Connect deployment to get the very best out of it for your customers. You’ll also be ready to take the Webex Connect Expert exam and get your Certificate.
It’s a popular course so choose your time zone, date and register to secure your seat in class. Want to train your whole team? Contact us for private session options. This is your starting point for Webex Connect mastery. Let’s start building your expertise today.
Why you should attend this course: CWCONE and the associated exam is a Cisco requirement for partners who intend to sell, implement and support Webex Connect as a standalone service.
Pre-requisites: Attendees must be familiar with automated customer interactions across digital channels and have a basic knowledge of customer journey design. Some awareness of APIs, message flows, webhook logic and data orchestration is recommended.
Exam: The CWCONE fee includes the Webex Connect Expert Exam which you can schedule once you have completed the course.
Upcoming Class Dates and Times
All Sunset Learning courses are guaranteed to run
Course Outline and Details
Prerequisites
Attendees should have completed our Webex Contact Center Expert (CWCCE) course or have equivalent experience, with a solid understanding of Webex Contact Centre voice and digital channels. If you haven’t completed CWCCE training, you can book it here.
Target Audience
Individuals with the following job roles are likely to have the most benefit from completing the course:
- Business Analysts
- System Analysts
- Pre-Sales consultants
- Implementation consultants
- Developers
- Administrators
- DevOPs teams
- Webex Partner systems engineers
- Anyone with Day-2 responsibilities for Webex Connect
Course Objectives
Upon successful completion of this course, the student should gain proficiency in the following:
- Understand the features, capabilities, and integration options of the Webex Connect solution
- Define the functionality of Digital Channels
- Leverage the capabilities to integrate into APIs, CRMs and Chat Bot solutions.
- Troubleshoot flows and integrations
- Design customer journeys
- Build customer journeys and integrations
- Configure and administer the Webex Connect solution
Course Outline
Module 1: Introduction to Cisco Webex Connect
Objective: Introduce the capabilities and navigation of the Webex Connect solution
- Webex Connect Overview
- Proactive Journeys Overview
- Channel Support
- Integration Options
- AI Agent Overview
- Use Cases
- Partner Resources
- Accessing Webex Connect
- Discovery 1-1: Configure a Webex Connect Sandbox
Module 2: Setup Cisco Webex Connect
Objective: Demonstrate and configure the baseline components used within the Webex Connect environment.
- System Management
- User Management
- Services Overview
- Assets Overview
- Introduction to Visual Flow Builder
- AI Agent and Event Scheduler Overview
- Best Practices
- Discovery 2-1: Initial Configuration, Production Webex Connect Instance
Module 3: Webex Connect Integration Options
Objective: Define the Integration Options available within the Webex Connect environment.
- Billable Editions and Integration Types
- Pre-built Integrations
- Webhook Integrations
- Data Streams Integrations
- Custom Event/Node Integrations
- Discovery 3-1: Interactive Contact Center Integration Demonstration
Module 4: APIs, Webhooks and Whatnot
Objective: Understand the API and Webhook suite and channels/use cases supportable.
- API Overview
- Sandbox APIs
- Webhooks and Custom Event APIs
- Multi-Channel Communication APIs
- Contact Policy
- Additional APIs – Profile, Thread, Segment, Topic
- SDK
- Discovery 4-1: API Discovery
Module 5: Flow Builder
Objective: Understand and Use the Flow Builder to construct the enterprise logic
- Flow Builder Interface
- Flow Builder Variables
- Transition Actions
- Flow Builder Nodes
- Flow Debug
- Flow Versioning
- Flow Analytics
- Reports
- Discovery 5-1: Building and testing your first Flow
- Discovery 5-2: Understanding Flow Execution and Debugging your Flow
Module 6: Proactive Journey Email and Chat integration
Objective: Define and demonstrate the configuration requirements for integrating Webex Connect with Email and Chat Services
- Email Integration Options
- Web Chat Integration Options
- Facebook Chat Integration Options (Americas audiences only)
- Discovery 6-1: Configure Email Integration
- Discovery 6-2: Configure Web Chat Integration
- Discovery 6-3: Configure Facebook Chat Integration (Americas audiences only)
Module 7: Proactive Journey SMS, RCS and WhatsApp Integration
Objective: Define and demonstrate the configuration requirements for integrating Webex Connect with SMS and WhatsApp Services
- SMS
- WhatsApp Integration (Cover for EMEA audiences)
- Discovery 7-1: Configuring SMS
- Discovery 7-2: Configuring WhatsApp (Cover for EMEA audiences)
Module 8: Webhook Integration
Objective: Define and demonstrate the configuration requirements for Webhook
- Introduction to Webhooks
- Webhooks in Webex Connect
- Discovery 8-1: Implement inbound Webhook
Module 9: Event Scheduler
Objective: Define and demonstrate the configuration and usage of the Event
- Event Scheduler Overview
- Event Configuration
- Discovery 9-1: Schedule SMS and Custom Events
Module 10: Troubleshooting
Objective: Define and demonstrate the troubleshooting capabilities within the Webex Connect Environment.
- Channel and Integration Troubleshooting
- Reporting for Optimization and Troubleshooting
- Debugging and Problem Escalation
- Discovery 10-1: Log Downloader and Flow Debugger