Intercom Certification study plan

Define Fin in your own words and list the three components of a launch: knowledge sources, content coverage, and escalation paths.

Map your five highest-volume customer questions to the source documents that would answer them.

Draft a launch readiness checklist covering content ingestion, tone settings, and handoff rules.

Identify two internal stakeholders whose sign-off you need before going live.

Configure a sandbox helpdesk with at least one connected knowledge source and verify ingestion completed.

Write three test questions and record Fin's answer, confidence behavior, and any fallback to a human.

Set escalation and handoff rules so unresolved conversations route to the correct inbox.

Document the difference between what Fin resolves and what it defers in your sandbox.

Build a reporting view that tracks resolution rate, containment, and CSAT for AI-handled conversations.

Define two quality metrics for AI answers and explain how each is calculated.

Write a weekly review ritual: which numbers you check, in what order, and what action each triggers.

Identify one staffing or routing decision you would change based on AI containment data.

Walk through the agent-side experience of taking over an AI conversation, noting where context is preserved.

List the signals an agent should watch for that indicate Fin answered poorly.

Draft a short feedback loop so agents can flag bad answers to content owners.

Practice rewriting one weak Fin answer into a clear, source-grounded response.

Audit ten real Fin conversations and tag each failure as content gap, tone issue, or routing issue.

Fix the two most common content gaps and re-test with the same questions.

Adjust tone or instruction settings to address one recurring style problem.

Record before-and-after resolution behavior for the re-tested questions.

Enable email as a Fin channel and confirm inbound messages are classified correctly.

Compare answer quality on email versus chat for the same three questions.

Define email-specific rules: greeting, signature, formatting, and when to escalate.

Test one edge case such as a forwarded thread or an attachment and document the behavior.

Identify three multi-step or policy-heavy requests that need a structured procedure rather than a single answer.

Write step-by-step procedures with clear triggers, required inputs, and exit conditions.

Test each procedure end to end and note where Fin deviates or stalls.

Revise procedures so each step has an unambiguous success condition.

Adapt two support procedures into sales use cases such as qualification or pricing questions.

Define guardrails so Fin does not commit to pricing, discounts, or contract terms without human review.

Run a mock prospect conversation and grade Fin's handling against your guardrails.

Assemble a final review sheet across all domains and list your three weakest areas to revisit.