CompTIA AI Help Desk Essentials
- 1 Day Course
- Language: English
Introduction:
CompTIA AI Help Desk Essentials is a focused, one-day course that helps support professionals apply generative AI to common help desk workflows. Learners practice using AI to summarize and clarify tickets, prioritize issues, diagnose problems from symptoms and logs, create safe troubleshooting paths, draft policy-aligned customer communications, document resolutions, and build reusable support content.
The course combines prompt fundamentals with hands-on activities and demonstrations, while emphasizing responsible AI use, security, and verification of AI-generated output.
Objectives:
Explain generative AI fundamentals and the elements of an effective prompt.
Use AI responsibly by recognizing risks, verifying outputs, and identifying common AI errors.
Summarize, clarify, and prioritize support tickets using effective prompts and workflows.
Use symptoms, logs, and error information to support issue diagnosis.
Create structured troubleshooting paths and recommend safe next steps.
Draft clear, policy-aligned customer responses and user-facing updates.
Generate useful ticket notes and document resolutions consistently.
Course Outline:
Course Kickoff and AI Fundamentals
- Course Introduction
- Course Introduction
- How to Use this Course
- Activity: Pre-Assessment
- Prompt Fundamentals
- Introduction to Generative AI
- Elements of an Effective Prompt
- Introduction to Contextual Files
- Activity: Crafting an Effective Prompt
- Using AI Responsibly and Securely
- The Risks of Using AI
- The Importance of Verifying AI Outputs
- Types of Errors in AI Outputs
- Activity: Verifying AI Outputs
Triage and Diagnose Support Issues with AI
- Summarizing, Clarifying, and Prioritizing Tickets with AI
- Summarizing, Clarifying, and Prioritizing Tickets with AI
- Sample Prompts and Workflows
- Activity: Summarizing, Clarifying, and Prioritizing Tickets
- Simple Demo: Summarizing, Clarifying, and Prioritizing Tickets
- Advanced Demo: Summarizing, Clarifying, and Prioritizing Tickets
- Activity: Summarizing, Clarifying, and Prioritizing Tickets with AI
- Diagnosing Issues Using Symptoms, Logs, and Errors
- Diagnosing Issues Using Symptoms, Logs, and Errors
- Sample Prompts and Workflows
- Simple Demo: Diagnosing Issues Using Symptoms, Logs, and Errors
- Advanced Demo: Diagnosing Issues Using Symptoms, Logs, and Errors
- Activity: Diagnosing Issues Using Symptoms, Logs, and Errors
- Creating Troubleshooting Paths and Safe Next Steps
- Creating Troubleshooting Paths and Safe Next Steps
- Sample Prompts and Workflows
- Simple Demo: Creating Troubleshooting Paths
- Advanced Demo: Creating Troubleshooting Paths
- Activity: Creating Troubleshooting Paths and Safe Next Steps
- Module 2 Review
Communicate and Close Support Tickets with AI
- Drafting Clear, Policy-Aligned Customer Communication
- Drafting Clear, Policy-Aligned Customer Communication
- Sample Prompts and Workflows
- Draft and Adapt Customer-Facing Responses
- Activity: Draft and Adapt Customer-Facing Responses
- Summarizing Interactions into User-Facing Updates
- Summarizing Interactions into User-Facing Updates
- Sample Prompts and Workflows
- Summarize Conversations into User-Facing Updates
- Activity: Summarize Conversations into User-Facing Updates
- Documenting Resolutions and Closing Tickets
- Documenting Resolutions and Closing Tickets
- Sample Prompts and Workflows
- Generate Clear Ticket Notes
- Activity: Documenting Resolutions and Closing Tickets
- Module 3 Review
Scale Support with Reusable AI-Generated Content
- Creating Scripts and Account-Support Instructions
- Creating Scripts and Account-Support Instructions
- Sample Prompts and Workflows
- Demo: Creating Scripts and Account-Support Instructions
- Activity: Creating Scripts and Account-Support Instructions
- Building Knowledge Base Articles and Quick-Start Guides
- Building Knowledge Base Articles and Quick-Start Guides
- Sample Prompts and Workflows
- Simple Demo: Building Simple Knowledge Base Articles
- Building Advanced Knowledge Base Articles
- Activity: Building Knowledge Base Articles
- Module 4 Review