Practice desk
Drill one move at a time. Nothing is timed, scored or recorded. When a move feels easy, take it to the Work desk queue, where it counts.
Data tables
Read a table with row and column headers, then take one fact from it. Six reps, drawn from every desk.
Customer records and knowledge base
Open a customer's record, or find the article that answers the question. Six reps each.
Forms
Fill a form the way the desk needs it: the right value in the right field, spelled the way the record spells it.
Documents and error messages
Read a policy, a procedure or a supplier page, then answer from what it says. Error messages are the same move on a smaller scale.
Writing the note
Write what happened so somebody who was not on the call can pick it up cold.
External websites
A hunt on a real, live website such as Microsoft, Dell or Zoom. One site per drill, with the finds in order.
What to say
One moment of a call at a time: the opening, the awkward question, the bad news, the close. You pick the line and hear how it lands.
Keyboard commands
You are asked for a command. Press the keys and the drill tells you whether you are right.