Does any of the links contain videos or interactivity to help understand Front better? 

@mmontgomery Yes! Front Academy is the destination to learn all about Front as both an admin setting up Front or an end-user learning to use Front for work. It has courses on all the foundational topics and will take you step-by-step through the content. There is a mix of videos and text 

Thanks for all the resources !
I am currently going through Front’s Academy program to learn all the basics, i hope i get my certification !

All those resources have been lifesavers! Another thing that has really helped me is Front’s YouTube Channel, which features various product videos, customer stories, and webinars. 

@lina.le that’s a great callout and I’ve added our YouTube channel to the resource list in the original post  

Thank you for all the resources, Helena! 

Are there any recommendations for hiring managers to be able to organize help center guides that apply for specific positions or shared inbox? For instance, a Dispatcher may use certain features that differ from those of a Customer Service Representative within the same company. I would like to group the appropriate training guidelines for new employees per team so they receive the exact training they need from the Front Help Center. It would eliminate the added steps from a manager needing to find which guides benefit each new hire's position. 

@Morgan I would recommend that you use Front’s Knowledge Base feature for this! You can create an internal knowledge base that your employees can see, with different categories for the various roles your company has. You can then create articles within the categories that list the information and resources they need to onboard and get trained. The great part is that your employees will be able to access these documents within Front in the Knowledge Base plugin on the right-side plugin panel, and be able to search the articles. The application here can be wider than just Front information; you could add all other internal docs into your knowledge base as well.

When it comes to the actual articles separated by role, we don’t have those ready-made for you as that really depends on the specific workflows of your team, but customers often create internal docs by curating the relevant resources we provide and pairing them with their SOPs.

Here’s an example: For the role of a Customer Service Rep, you can create an article called: Customer Service Representative -- Front documents you need. Then make a list of the various articles and courses Front provides that’s relevant to them, as well as any custom internal tips/processes for them to use. From the user’s end, they can search their role title and find all the relevant articles for them, and view them right within Front. I’m searching “password” as an example and it’s pulling up all the relevant articles for me:

This is a great list of resources Helena! I’ve put together a training for our CS staff and I wish I saw this before, great idea to add the youtube videos! I’ve already set up our front platform and done some of the trainings but I feel like I’m nervous for our launch date. Hopefully, its all ready to go! One question though is with the new ai features, I wish they’d also developed tools to build a knowledge base for individual company’s needs. Hopefully that comes in the near future!

@Marie Anne Glad your launch date is in sight! I know it’s nerve-wracking to launch a new tool like Front that people will spend much of their time on -- but you will learn quickly after launch and keep improving! Hiccups are to be expected, questions will come in, and we’re here to help. Make sure you and your team come by our weekly office hours if you have questions. 

As for an AI features in the knowledge base, we currently have an AI feature that will compose your articles for you and save you time. If there are more specific needs you have, definitely submit them in our Ideas portal so that users can upvote and our product team can see it!

Thanks for all the resources !
I am currently going through Front’s Academy program to learn all the basics, this has helped me a lot!

@ximenavaldez So glad to hear that!! We’re always working on more courses so expect to keep learning  

@helena  thanks for the advice, sorry for the late response