As part of my homework in Cathy Moore’s Scenario-based Learning Workshop, I created an action map centered on Zendesk Sell customers. This inspired me to design several short scenarios across all three Zendesk Sell courses (two for admins and one for regular users), resulting in a highly interactive learning experience. We offered this course as both instructor-led training and on-demand (e-learning).

Impact: Zendesk Sell courses consistently received >95% CSAT ratings. Customers trained on our courses (all courses, not just Sell) were 30% more likely to adopt and expand.