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Talkdesk Academy: FAQ
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Talkdesk Academy™️ is an e-learning portal for Talkdesk users interested in getting up to speed with the latest products and features, and for anyone looking to advance their career and easily gain contact center skills.

For more details about Talkdesk Academy, browse our Frequently Asked Questions below.

 

General FAQ

 

Training Courses & Learning Paths FAQ

Certifications FAQ

Other - Videos, Login, Email Address, and Access

 

What is Talkdesk Academy?

Talkdesk Academy is a resource for everyone using Talkdesk (whether a new agent looking to quickly get up and running, or an experienced user wanting to recap how to use a feature).

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Talkdesk Academy training content is organized into four main areas:

  • My Training Activity: The section with all training courses assigned to you or self-enrolled, with their status (in progress and complete). To access this area, click on the top-right profile icon.
  • Training Collections: All training collections organized by product area or Customer Experience (CX) topic. With all training courses related to a specific product area, it’s easier to find required content. This simplifies content location and helps you to customize your learning experience based on your needs.
  • Learning Paths: The learning paths are designed to improve the onboarding process by organizing all training courses according to edition and role. This allows learners to pinpoint and access the necessary training. Learning paths also offer structured training to support your continuous learning process.
  • Certifications: Invest in your career by becoming a Certified Talkdesk Professional. This industry-recognized certification is available to all Talkdeskers, Partners and Customers. 

Note: All technical roles at Talkdesk and our valued Partners, including Professional Services and Support, are required to become a Certified Talkdesk Professional.

 

How much does it cost?

All courses are free.

 

Where can I access Talkdesk Academy?

Talkdesk Academy is available at www.academy.talkdesk.com or in Talkdesk Workspace as a pre-installed app for the web and desktop versions.

If you're accessing Talkdesk Academy via Talkdesk Workspace, click on My Apps and select the Academy App. The Academy App will appear in your side menu panel.

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How do I get started? 

Firstly, you need to register as a student of Talkdesk Academy. 

Click on Login at the top-right of the Academy homepage.

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Enter your name, company email address, password, role, and preferred language. After clicking on Register, you can start taking Talkdesk training courses and certifications.

Note: Please note that your Talkdesk Academy account requires a separate login from your Talkdesk account.

 

I already have a Talkdesk Academy account created. Do I still need to set a password?

If you are already using Talkdesk Academy, you will need to set a password as of February 27, 2023. Since you are already registered, you must click on Forgot password? and follow the instructions sent to your company email address to set a new password.

Once you set your password, you can access to Talkdesk Academy with no further required actions.

 

Note: If you log in to Talkdesk Academy from Talkdesk Workspace, please click on Back to login after you set your password in the browser to access the training content.

 

I forgot my password. How can I recover/reset it?

 

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If you forgot your password, click on Login at the top right of the Talkdesk Academy homepage, then click on Forgot password? and follow the instructions sent to your company email address to set a new password.

Note: If you log in to Talkdesk Academy from Talkdesk Workspace, please click on Back to login after you set your password in the browser to access the training content.

 

How does it work?

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Go to the “Training Collections” area to find your product training collections. Alternatively,  take the Learning paths, available in the “Learning Paths” area, that suit your profile: Agent, Supervisor, or Admin. 

We will keep adding new product training courses and new certifications for different roles and languages.

If you have already taken training courses in the “Training Collections”, the completed courses will count toward your learning path progress (You don’t need to repeat the same training). 

To get your certification, you must complete and pass the Certified Talkdesk Professional exam. Afterward, you will see your certificate attached to your certification course and a badge is added to your “My Training Activity” dashboard. The Certificate can be downloaded and shared and added to your LinkedIn profile.

Earning a certificate and a badge validates your skills and experience to take full advantage of Talkdesk, thus contributing to enhanced performance and, ultimately, to your individual and organization's success.

 

Which languages are available in Talkdesk Academy?

Talkdesk Academy offers training courses and certifications in four languages: English, Spanish, French and Portuguese.

 

How do I select or change my Preferred Language?

When registering, you can choose your Preferred Language: English (US), Español (ES), Français (FR), or Português (PT-BR).

 

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If you are already using Talkdesk Academy and want to switch your Preferred Language to another of the available languages, you can update your choice by clicking on the top-right “Profile” icon, selecting Profile from the dropdown, and changing the “Preferred Language” field.

 

Notes: 

  • Changing the “Preferred Language” field affects the Academy content, and changing the “Language” field affects global Academy features, including the language used for your Certificates. 
  • After switching to your preferred language, it may take a few minutes until you view some courses and certifications.

 

Training Courses & Learning Paths FAQ

Where should I start with my Talkdesk onboarding training program?

To start your Talkdesk onboarding training program, go to Learning Paths and select the learning path that mentions your role and your Talkdesk edition. 

If you’re an Agent or Supervisor, and you’re not aware of your Talkdesk edition, please consult your Administrator. If you are an Administrator and need to confirm your Talkdesk edition, please contact your Talkdesk Project Manager or Consultant.

 

These learning paths award a badge so you get recognition of your achievements.

 

How do I know which learning path suits the best role?

Each learning path indicates the name of the Talkdesk edition and the role. Currently, for onboarding, the learning paths combine the three roles -  Agent, Supervisor, and Admin - with the four Talkdesk editions: Essentials, Digital Essentials, Elevate, and Elite.

If you’re an Agent or Supervisor, and you’re not aware of your Talkdesk edition, please consult your Administrator. If you are an Administrator and need to confirm your Talkdesk edition, please contact your Talkdesk Project Manager or Consultant.

 

As an Admin, how can I advise my team(s) to be prepared to use the Talkdesk products?

The onboarding learning paths combine the three roles - Agent, Supervisor, and Admin - with the four Talkdesk editions: Essentials, Digital Essentials, Elevate, and Elite. This way, it is crucial that you indicate to your Agents, Supervisors and other Admins which Talkdesk Edition they must take.

As an Admin, you will find in your Admin learning paths a training course that guides you through this onboarding process by presenting you the training catalog, recommendations, and templates.

 

I have “completed” and “in progress” training courses and certifications in English. What happens when I switch to another language?

When switching to another language (by clicking on the top-right “Profile” icon), you will see new, incomplete training courses and incomplete certifications available in your chosen language, as well as completed and in-progress training courses and certifications in English. There is no need to retake the corresponding training courses in Spanish or French. All certification badges appear in the “My Training Activity” area regardless of the language selected.


Note: Switching your “Preferred Language” goes into immediate effect for public training courses and certifications. For courses and certifications that are exclusive for customers (e.g., Talkdesk Artificial Intelligence Collection), users may expect a delay of a few minutes before seeing the updates.

 

How do I find a course?

In the “Training Collections” area, you can look for a Product training collection identified with the name of the product area and/or its description. After selecting a product area, you will find the available training courses.

Each training course contains a brief course description. 

To look for keywords, use the search bar in the top-right. Then, the list with the courses, matching your keywords in the title, description, or topic, appears.

 

How long does it take to complete a training course or a learning path?

The estimated duration of each course is specified on the course page:

 

The estimated duration of each learning path is specified on the learning path page:

 

Is there a time limit to finish a training course or a learning path?

There is no time limit to complete the courses. They can be taken at any time, so you can finish them whenever your schedule allows.

 

I am already highly proficient and skilled in Talkdesk knowledge. Do I need to retake any of these training courses and/or learning paths?

We recommend you take any new training for your product(s). Talkdesk is unmatched in our speed of innovation. Thus, there are always new products and features to learn.

 

Can I download content from the training courses and/or learning paths?

Yes. You can download the PDFs available in the training courses. This content requires you to consult the information provided: whether it is troubleshooting, metrics, best practices, or step-by-step guides. This way, we recommend you to download these PDFs.

 

Can I do the courses on my phone or tablet?

Yes.

 

Can I watch videos offline?

No.

 

Can I activate video subtitles?

 

Yes. You can activate captions by clicking on the CC icon next to the play bar. You can also select the language.

 

Can I change the video speed to faster or slower?

Yes. You can change the video speed to faster or slower by opening Settings > Gear icon (next to the play bar). Then, click “Speed” and select the option that best suits your preferences: 

  • For slower speeds: 0.5x, or 0.75x. 
  • For faster speeds: 1.25x, 1.5x, 1.75X or 2x.

 

Certifications FAQ

What is the difference between Certifications and Learning Paths?

From August 22, 2024 Talkdesk Academy offers two different programs: 

Talkdesk Onboarding & Continuous Learning Program and Talkdesk Certification Program.

The Talkdesk Onboarding & Continuous Learning Program aims, at a first level, to offer suited onboarding training aligned to your role and Talkdesk edition, so you can start your Talkdesk journey focused on your initial needs.

 These learning paths award a badge so you get recognition of your achievements. Gradually, Talkdesk Academy will publish Continuous Learning Paths so you can go beyond your knowledge or get specialized in a specific area, such as Workforforce Management, Artificial Intelligence (with three big use cases: CX Analytics, Copilot and Autopilot, or Outbound Engagement). Nevertheless, while we are working on this new content, you can always look for additional available content in our Training Collections.

The Talkdesk Certification Program aims to certify Talkdesk Customer SysAdmins, as well as Talkdesk technical teams, such as Professional Services (PS), Support, and Partners. These new certifications are formal and industry-recognized credentials that mean a growing level of experience and proficiency. Upon fulfilling certification requirements, learners receive badges and shareable certificates for display on professional platforms like LinkedIn.

 

Which certifications are available in Talkdesk Academy?

Currently, you can find the Talkdesk Certified Professional certification. We will be releasing two additional certifications until the end of January 2025: Talkdesk Certified Specialist and Talkdesk Certified Expert. These certifications represent an increasing level of expertise while dealing with Talkdesk products.

 

Who can take the Talkdesk Academy certifications?

These certifications are mainly suitable to Customer SysAdmins, Talkdesk technical teams such as PS, TAM, Support and Partners. However, everyone who wants to invest and grow their career can take the certifications.

 

How do I get a certificate?

After completing the Certification exam, the badge is added to your “My Training Activity” dashboard.

 

Your certificate is attached to your certification, by clicking on “View Certification” and you will also receive an email with the certificate.

 

The certificate can be downloaded, shared, and added to your LinkedIn profile.

 

What happens to my current Agent, Supervisor, and Admin certifications?

 

If your certification has expired, we recommend you brush up on your knowledge by undergoing one of our new learning paths, or you can choose specific product collections.

If your certification has not expired, it will continue to be recognized by Talkdesk until the expiration date. 

Note: The current Agent, Supervisor, Admin, Advanced Admin, HEC, Reporting and AI will be available until August 30, 2024 with a legacy note. Therefore, Admin customers can experience this transition, smoothly, while providing updated instructions to their teams.

 

What is the difference between the Agent, Supervisor and Admin certifications and the new Academy certifications?

Existing certifications are replaced by Learning Paths that can award badges and recognition of completing the necessary training to be successful in your role. New certifications are intended for those who are passionate about being recognized in the industry as a Talkdesk SysAdmin.

 

Do Talkdesk certifications expire?

Yes. Certifications expire after 365 days of completing the certification.

 

How do I know if my certification is about to expire?

You will get an email from Talkdesk Academy 30 days before your certification expiration date.

 

 

Other - Videos, Login, Email Address, and Access

The videos are not playing. What should I do?

If you can’t play videos in Talkdesk Academy, please follow these steps:

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  • Right-click on the video player.

  • Select Report a problem.

  • Select the most appropriate option from the list and hit Send.

  • Switch to another browser (e.g., Safari) and check if the issues persist.

  • If the issue is not fixed, send an email to academy@talkdesk.com indicating the name of one of the affected videos, so that we can follow up with you and continue troubleshooting.

 

I accidentally used my personal email when signing up. How do I change it to my work email?

We recommend you using your corporate email. If you’ve accidentally registered in Talkdesk Academy with your personal email and want to change it, send an email to academy@talkdesk.com requesting this update.

 

There’s a topic I would like to learn about, and I can’t seem to find it here. What should I do?

We’re continually thinking of new topics and working on new courses, but we would love to hear your suggestions. Please send your suggestions and comments to academy@talkdesk.com or use the Talkdesk Academy Feedback Survey available at the end of each training course.

 

I am experiencing difficulties while using the mentioned features in the courses. What should I do?

If you are an agent, please reach out to your administrator or supervisor.

If you are an administrator, please contact Talkdesk Support.

 

I am experiencing difficulties with the login in the Academy and/or while doing the courses. What should I do?

Please contact the Talkdesk Academy Team: academy@talkdesk.com

 

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