Most Popular
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LIthium Community Foundation
This course provides a full introduction to the features and benefits of Lithium Community. It guides new and existing team members by setting personalized goals for creating and maintaining a successful community. Through this 50-minute course, learners are introduced to the core concepts of:
- identifying their target audience and promoting engagement
- building a successful community with our unique discussion styles
- establishing a core community team with a Community Manager, moderators, designers, and developers
- promoting their community through ongoing campaigns
- and measuring success through the power of Lithium Social Intelligence.
Throughout the course, viewers are encouraged to think about and establish goals for their community. These questions will help new teams identify top priorities, and prepare themselves as they implement and construct their site. Existing teams can use the course to measure the success of their workflows, and onboard new team members. At the end, we recommend role-appropriate next steps and courses that will help them learn more about the Lithium Community.
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Administrator FoundationThis course is designed for Community Managers and Administrators who need to learn about Lithium Community planning and administration. It includes Lithium's best practices and the basic mechanics of getting things done through the built-in Community Admin console.1. Community Admin Overview2. Inheritance of Settings3. Permissions Overview4. Roles5. Private Categories6. Ranks7. Managing Inappropriate Content8. Default User Settings
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LSMM: Social Response for Agents
Lithium Social Media Management (LSMM) combines powerful publishing and response features sets for marketing and customer service.
This course builds upon the core topics discussed in Social Response Foundation to prepare customer care agents, and their supervisors, for interactions in LSMM. Through a series of conversations and real-life scenarios, we'll introduce a series of advanced features and best practices that will benefit you and your customers.
Through this 53-minute course, learners are introduced to the core concepts of:
- managing the Available Queue
- researching past and present conversations with an author
- interacting with customers on Twitter, Facebook, and Lithium Communities
- merging and splitting conversations
- assigning and escalating conversation to other teams and users
- using the KB and Templates to quickly and thoroughly respond to customer requests
- and best practices to help provide the best experience for your customers
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Moderation FoundationThis course is designed for Moderators and Community Managers, and contains principles and best practices based on Lithium's many years of delivering moderation services to its customers. While the focus is on Moderation Best Practices, the Lithium tools for carrying out these practices are also discussed.Modules: (55 min total)1. Moderation Foundation2. Tasks of Moderation3. Approach for Guideline Violations4. Moderation Tools in a Lithium Community5. Editing and Locking Posts6. Moving Posts and Threads7. Image Moderation8. Banning Users9. Floating Topics10. Moderating Accepted Solutions11. Moderating Kudos
New Training
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LSMM: Administrator Essentials
Lithium Social Media Management (LSMM) combines powerful publishing and response features sets for marketing and customer service.
This course builds upon the core topics discussed in Social Response Foundation to introduce social response and social publishing administrators to the core tools and settings in LSMM. Through a series of conversations and in-product demonstrations, we'll introduce the essential tools needed to manage your social media presence.
Through this 45-minute course, learners are introduced to the core concepts of:
- creating and managing users and teams
- setting up social integrations
- creating and managing tags
- building smart views to filter agent queues and analytics reports
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LSMM: Social Response Best Practices for Agents
Lithium Social Media Management (LSMM) combines powerful publishing and response features sets for marketing and customer service. This course discusses best practices for Social Response agents in managing their conversations. It provides suggestions for claiming conversations, understanding customers, and crafting responses
Through this 14-minute course, learners are introduced to the core concepts of:
· time and queue management
· identifying customer need
· adopting organization-apprpriate language and tone
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LSMM: Social Response Foundation
Lithium Social Media Management (LSMM) combines powerful publishing and response features sets for marketing and customer service. This course provides an introduction to the features and benefits of Social Response with LSMM. It serves as an introduction to key topics such as conversation routing and management, the core agent workflow, team composition, administrative settings, and analytics.
Through this 24-minute course, learners are introduced to the core concepts of:
· tagging and routing conversations to the appropriate teams and queues
· claiming, responding and closing conversations
· discovering administrative settings
· and measuring success through the power of Analytics
As part of another new Lithium Education feature, at the end of the course, we recommend role-appropriate next steps and courses that will help students learn more about Lithium products and best practices.
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LSMM: Social Publishing FoundationLithium Social Media Management (LSMM) combines powerful publishing and response features sets for marketing and customer service. Its Social Publishing tool provides the power to easily schedule, manage, and publish social marketing campaigns. This course is designed to introduce Marketing Managers and Professionals to LSMM — and the power to craft and share their stories. Participants will learn important tools and techniques to help teams plan and collaborate on their messaging. Through an interactive online course, students will get get the opportunity to tour the product and begin planning your social media strategy.Topics Covered:Product TourCampaign AnatomyAuthoring PostsCollaborator ToolsCampaign AnalyticsThe program includes 40 minutes of online, directed training from Lithium’s subject matter experts.
Highly Rated
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Groups FoundationLithium's groups feature allows you to set up either open or private groups of your users, so they can join to discuss issues of common interest. It may be a group to discuss a particular product or an interest group from a particular part of the country. Topics published by open groups can be viewed by the community, although they have to be invited to be able to participate. Contents from private groups is only visible to members of the group.1) Groups Overview (7:23)2) Setting Up Groups (4:06)3) User-based Scenario (7:35)
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LSMM: Social Response for AdministratorsLithium Social Media Management (LSMM) combines powerful publishing and response features sets for marketing and customer service. This course covers most of the day-to-day responsiblities of and configuration settings for users in the Supervisor, and Account Admin areas of LSMM.
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LSMM: Social Response for Agents
Lithium Social Media Management (LSMM) combines powerful publishing and response features sets for marketing and customer service.
This course builds upon the core topics discussed in Social Response Foundation to prepare customer care agents, and their supervisors, for interactions in LSMM. Through a series of conversations and real-life scenarios, we'll introduce a series of advanced features and best practices that will benefit you and your customers.
Through this 53-minute course, learners are introduced to the core concepts of:
- managing the Available Queue
- researching past and present conversations with an author
- interacting with customers on Twitter, Facebook, and Lithium Communities
- merging and splitting conversations
- assigning and escalating conversation to other teams and users
- using the KB and Templates to quickly and thoroughly respond to customer requests
- and best practices to help provide the best experience for your customers
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Tribal Knowledge Base FoundationLearn the benefits that Lithium Tribal Knowledge Base offers to community customers! This tutorial shows you the authoritative, and yet social aspects, of the TKB. You’ll see the process for creating an article from existing forum content.You’ll also see how community members collaborate to create more valuable and up-to-date articles. You’ll also get a tour of the knowledge base dashboard which is used to manage the article work flow. And finally, you’ll get a glimpse of the tools that community managers and administrators can use to configure how open or restricted a knowledge base can be.1) Tribal Knowledge Base Overview (7:17)2) Exploring the Knowledge Base (3:48)3) Creating an Article (6:22)4) Adding Value to Articles over Time (3:12)5) Managing Articles in the Dashboard (4:39)6) Maintaining Control (1:35)
