Talkdesk Academy: FAQ

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

Courses FAQ

Other - Videos, Login, Email Address, and Access

 

 

What is Talkdesk Academy?

Talkdesk Academy is a great resource for anyone using Talkdesk - whether you're 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 three areas:

My Trainings - All the training courses assigned to you or that you have self-enrolled, and their status (in progress and complete).

Trainings - All training collections organized by product. Each product training collection houses all training courses related to that specific product. 

Certifications - Available certification programs that you can take to invest in your career. If you have previously taken training courses that were part of a certification, the completed courses will count toward your certification progress - there is no need to retake the same training.

The courses consist of video lessons for product training, followed by short quizzes that help to retain or recap the information. The Certifications consider different training courses and include a Certification Quiz at the end.

Besides product training video courses, Talkdesk Academy offers soft skills courses as well, on the Agent Certification. They consist of PDF guides covering best practice tips to exceed in customer service.

 

How much does it cost?

All courses are free.

 

Where can I access Talkdesk Academy?

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

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

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How do I get started? 

To get started, you need to be registered as a student of Talkdesk Academy. 

Click on Login at the top right of the Academy homepage. Enter your name, company email address, password, role, and preferred language. After clicking Register, you can then start taking Talkdesk training courses and certifications.

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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 will need to click on Forgot password? and follow the instructions sent to your company email address to set a new password.

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

Please 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 in order to access the training content.

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

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.

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Please 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 in order to access the training content.

 

How does it work?

Access the “Trainings” area to find your product training collections and/or take the certifications, available in the “Certifications” area, that best suit your profile: Agent, Supervisor, Admin.

 

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

If you have previously taken training courses in the “Trainings” area that were part of a certification, the completed courses will count toward your certification progress - there is no need to retake the same training. 

To get your certification, you must take all training courses for a specific Certification and pass a final Certification Quiz. Once completed, you will see your certificate attached to your certification course and a badge is added to your “My Trainings” dashboard.

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

Earning a certificate and a badge demonstrates that you have the 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 three languages: English, Spanish, and French.

 

How do I select or change my Preferred Language?

When registering for the first time, you have the option to choose your Preferred Language: English (US), Español (ES), or Français (FR).

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.

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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 before you’re able to view some courses and certifications.

 

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. Certification badges still appear in the “My Trainings” area regardless of the language selected.

 

The Collection identifies that there are training courses available in English, Spanish, or French, but I’m not able to see the training courses after switching the language.

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 AI Collection), users may expect a delay of a few minutes before seeing the updates.

 

How do I find a course?

In the “Trainings” area you can look for a Product training collection identified with the name of the product. When clicking you will find the training courses available for that product. 

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Each training course contains a brief description and the course outline. 

You can also look for keywords using the search bar in the top right. Results will list the courses matching your keywords in the title, description, or topic.

 

How long does it take to complete a course?

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

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How long do I have to finish it?

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.

 

How can I get a certificate?

After completing all modules in a particular Certification, you will see your certificate attached to your certification course, and a badge is added to your “My Trainings” dashboard. You will also receive an email with the certificate.

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

 

Can I do the courses on my phone or tablet?

Yes.

 

Can I watch videos offline?

No.

 

Can I activate video subtitles?

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

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The videos are not playing. What should I do?

If you're unable to play the 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;
  • Please 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 use your corporate email. If you’ve accidentally registered in Talkdesk Academy with your personal email and want to change it, sign in with the current credentials to academy.talkdesk.com; then click on My Profile in the top-right corner:

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From here, you will be able to edit your email. It will be automatically saved.

Refresh your browser, and try logging in with the new email.

If you find any issues, please send an email to academy@talkdesk.com.

 

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 features mentioned 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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