Storyline: Customer Service Branching Scenario - E-Learning Examples

Customer Advocacy Manager

Practice is one of the best ways to take what you’ve learned in training and figure out how to apply it in the real world. But when getting things wrong can have serious repercussions, doing that practice on the job isn’t always an option. That’s where a branched e-learning scenario can come in. This approach gives people a realistic but safe situation where they can test their new abilities and learn from their mistakes.

In this example, you’ll see how learners can try out customer service skills they’ve learned elsewhere in one of the most stressful situations they’ll encounter—working with an angry customer. The decision points in this call center branched scenario don’t have obvious answers, which challenges people to stop and think critically before making a choice. Those choices change the story in meaningful ways, giving them subtle and realistic feedback. And while this branching technique may seem complex at first glance, it’s easy to set up using Storyline 360’s triggers.

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17 Comments

Yuyan Huang

4 months ago12/14/23 at 7:34 pm (UTC)

This is very fun and immersive! I love the overall design and the navigation is very seamless.

Mariana Toledo

4 months ago12/14/23 at 10:40 pm (UTC)

I loved the phone call resource, it gives the course an extra something without so much work behind it. It was clean and simple. Very nice example.

Beth Barber

4 months ago01/08/24 at 2:56 pm (UTC)

Love this interaction. Thank you for sharing!

Carina Beck

3 months ago02/09/24 at 6:10 pm (UTC)

This is exactly what I needed to get a jumpstart on my course design. Thanks for sharing.

Christina Ales

2 months ago02/15/24 at 8:24 pm (UTC)

The style and smooth transitions allow the learner to focus on the topic. Excellent example.

Michiel Nel

2 months ago02/16/24 at 8:20 am (UTC)

This is an excellent example. Thank you for sharing.

Claire Shanley

2 months ago02/16/24 at 9:39 am (UTC)

this is a great example! it would be really useful to see the design of this particular scenario outside of SL is there a tutorial on how to design a complex branching scenario before building in Storyline?

2 months ago02/16/24 at 5:00 pm (UTC)

This "How I Built This Branched E-Learning Scenario" article outlined a similar process to what I used for this. https://community.articulate.com/series/nicole-s-articles/articles/how-i-built-this-branched-e-learning-scenario I simultaneously made a slide branching map in PowerPoint to gather my thoughts on how the branching should function and then also wrote an outline in a Google Doc of roughly what would happen in the story on each slide and what kind of options I would give people on each decision slide. Once I was happy with the outline and map, I took the outline document, wrote out my full script in it, and then transitioned over to Storyline for development.

Ellie Barker

2 months ago02/16/24 at 1:53 pm (UTC)

Thank you for the example! I like the feedback slides, and that they give very realistic outcomes.

Cyd Walker

2 months ago02/16/24 at 2:59 pm (UTC)

Thank you! This is great to have the example you created so we can see how it's done. Grateful!

Heide Bostelmann-Heider

2 months ago02/16/24 at 6:13 pm (UTC)

This example is very much appreciated. Presenting the information in a variety of ways made the scenario even more immersive. Well done!

Michael Sanchez

2 months ago02/16/24 at 9:29 pm (UTC)

Great job on this! Where did you get the audio from?

2 months ago02/16/24 at 9:35 pm (UTC)

Thanks Michael! I found the opening theme song and message sound effect on a site called uppbeat.io. Their selection is extensive and their Premium paid plan is a great deal if you find you regularly need sound effects or music. As for the voiceover, I recorded it myself.

Bonaventure Dsilva

23 days ago04/04/24 at 12:35 pm (UTC)

This is something that i was looking for. Loved the way its been done Bianca. The background motion path if i am not mistaken is nice and smooth. How did you place the audio wave gif for your voiceover?

Bianca Woods
Author
Bonaventure Dsilva

23 days ago04/04/24 at 1:20 pm (UTC)

The audio wav GIF is technically two files: the original animated GIF and a still frame from the GIF saved as a PNG that's directly on top of it on the slide. When the slide starts, only the GIF is visible. When the slide audio ends, I used slide animations to fade the GIF out while at the same time fading the still PNG file in.

23 days ago04/04/24 at 2:03 pm (UTC)

Thank you for the prompt response Bianca, truly appreciate it.

Bonaventure Dsilva

23 days ago04/04/24 at 12:36 pm (UTC)

I want to create a similar one for colleagues in my Organization who interact with customers on chats and calls.