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- SUNSET LEARNING EXCLUSIVE 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 4-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 should be completed by partners who hold the Webex Contact Centre Expert Specialization and wish to implement and support Webex Connect.
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. Find out more and book your exam slot here.
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 of the Webex Connect solution as it relates to the 3 pillars of the Proactive Customer Journey.
- Webex Connect Overview
- Proactive Journeys Overview
- Channel Support
- Integration Options Overview
- AI Agent Overview
- AI Assistant 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 using a Standalone Webex Connect Instance/Organization.
- 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/Organization
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: Create a Custom Node
Module 4: APIs & Webhooks
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 (Load Webex Connect API’s into Postman, use Postman to kick off a flow via a Webhook)
Module 5: Flow Builder
Objective: Basic use and understanding of the Webex Connect Flow Builder interface.
- 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, Chat and Facebook integration
Objective: Define and demonstrate the configuration requirements for integrating Webex Connect with Email, Chat and Facebook Channel types.
- Email Channel Integration
- Web Chat Channel Integration
- Facebook (Chat) Channel Integration
- Discovery 6-1: Configure Email Integration
- Discovery 6-2: Configure Web Chat Integration
- Discovery 6-3: Configure Facebook Chat Integration (Americas audiences only, or anyone with a Facebook account)
Module 7: Proactive Journey: SMS, RCS and WhatsApp Integration
Objective: Define and demonstrate the configuration requirements for integrating Webex Connect with SMS, RCS and WhatsApp Channel types.
- SMS Channel Integration
- WhatsApp Channel Integration
- RCS Channel Integration
- Discovery 7-1: Configuring SMS Integration
- Discovery 7-2: Configure WhatsApp Integration
Module 8: Event Scheduler
Objective: Define and demonstrate the configuration and usage of the Event Scheduler to schedule SMS events and Custom Events.
- Event Scheduler Overview
- Scheduled SMS Event Configuration
- Scheduled Custom Event Configuration
- Contact Policy and Consent Groups
- Discovery 8-1: Schedule SMS and Custom Events
Module 9: Troubleshooting
Objective: Define and demonstrate the troubleshooting, logging and reporting capabilities within the Webex Connect Environment.
- Channel and Integration Troubleshooting
- Reporting for Optimization and Troubleshooting
- Debugging and Problem Escalation
- Discovery 9-1: Log Downloader and Flow Debugger