Corporate learning · Interactive course samples
From Complaint
to Resolution.
A customer-service course designed to help new employees acknowledge concerns, verify facts, choose an authorized remedy, and record a clear next step.
Audience
New customer-support employees
Intended tools
Rise 360 + Storyline 360
Design focus
Policy application & judgment
Status
Playable HTML prototypes
A self-initiated portfolio project using a fictional subscription business. Explore four connected HTML activities: three Rise-style lessons and a Storyline-style branching conversation. These prototypes are designed for native Articulate authoring.
The performance problem
Knowing the policy.
Using it in a conversation.
A customer is upset about an apparent duplicate charge. The employee needs to acknowledge the impact, inspect the record, distinguish a settled payment from a pending authorization, and avoid a promise outside their authority.
The sample experience connects a worked example, a branching conversation, a case-file reference, diagnostic feedback, a case-note task, and a final quiz.
Inside the branching practice
Three cases.
Increasing independence.
01 · Verify the Duplicate
A guided conversation introduces the policy, the record, and an authorized remedy.
02 · Check the Assumption
A new billing record requires learners to distinguish evidence from an apparent duplicate.
03 · Handle the Exception
The learner resolves the authorized portion and prepares a complete supervisor handoff.
Try the connected activities
From the first response
to the final case note.
Follow the sample sequence, or open an individual activity. The course overview links all four in order.
Lesson 2 · Check Before You Promise
An annotated billing record, a worked example, and two knowledge checks with choice-specific feedback.
Open activity ↗︎Lesson 3 · Practice the Conversation
Three branching cases with customer responses, a policy reference, a live case file, and a Logic panel showing proposed variables and triggers.
Open activity ↗︎Lesson 4 · Close the Loop
Compare case notes, write and self-review your own, and download the support job aid.
Open activity ↗︎Lesson 5 · Check Your Judgment
Apply the fictional policy to four new questions and review feedback mapped to the learning objectives.
Open activity ↗︎These are custom HTML prototypes designed for native Rise 360 and Storyline 360 builds. They show the interaction design and intended learner experience. Lesson 1 is not included, and progress resets on reload.
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The specification describes the learning brief, course structure, branching decisions, proposed native variables, and testing criteria.