CWCONE: Cisco Webex Connect Expert (CWCONE)

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About this Course

Course Overview
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.

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.

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.

Audience Profile

Course 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

At Course Completion

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

Outline

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

Prerequisites

Course 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.