What this course is about

This course is part of the Customer Engagement: Problem Solving and Process Controls credential — a learning path designed for customer service, support, and business operations roles.

It teaches you how to analyze problems methodically, think critically and creatively, evaluate solutions, and apply structured problem-solving tools in real work situations. The course also includes optional content for learners following the customer-service track, covering process controls, service-level expectations, and essential support workflows.

As you complete the course, you’ll also earn certificates and digital credentials that you can add to your résumé, LinkedIn profile, and Credly account to highlight your problem-solving and customer-engagement skills.

You’ll learn how to

• Break down and analyze problems logically
• Generate creative and practical solutions
• Make well-reasoned decisions using structured methods
• Apply problem-solving tools in customer or business contexts
• Understand process controls used in support and service roles

What you will learn

By the end of this course, you will be able to

• Structured Problem Analysis
• Define problems clearly and accurately
• Break challenges into manageable parts
• Identify root causes instead of addressing surface symptoms
• Analyze what is truly at stake before designing solutions
• Creative & Critical Thinking Skills
• Combine logical reasoning with creative idea-generation
• Develop multiple solution options rather than defaulting to the most obvious
• Evaluate alternative approaches thoughtfully and objectively
• Decision-Making & Solution Evaluation
• Compare potential solutions using pros/cons, risks, benefits, and feasibility
• Choose solutions that are effective, efficient, and aligned with goals
• Build confidence in your ability to make thoughtful decisions at work
• Problem-Solving Tools & Methods
• Use structured frameworks and step-by-step tools to solve problems consistently
• Avoid ad-hoc or instinct-driven decision making
• Apply these tools in both personal and professional scenarios
• Customer-Service & Process-Oriented Problem Solving (for learners in the bundle)
• Understand process controls such as workflows, SLAs, and escalation paths
• Learn how ticketing systems, documentation, and resource organization work
• Strengthen skills used in help-desk, customer support, operations, and service roles
• Optimize customer interactions by combining problem-solving with process awareness

Showcase your learning

Once you complete the course, you’ll earn digital credentials that you can attach to your résumé, LinkedIn, and Credly profile, demonstrating your structured problem-solving, service-awareness, and decision-making skills.