Overview
What this challenge is about.
Forecast ticket volumes for a 40-person SaaS scale-up, calculate agent needs, and propose a staffing plan. Earn your verifiable certificate.
The scenario
TaskFlow is a project management SaaS company based in Austin, Texas, with 40 employees and 10,000 active users. They are moving upmarket to enterprise clients.
The Brief
What you'll do, and what you'll demonstrate.
The support team lacks capacity to handle growing ticket volumes from enterprise clients, risking service level agreements.
Earning criteria — what you'll demonstrate
- Apply forecasting methods to predict service demand
- Use capacity planning models to determine resource requirements
- Evaluate trade-offs between cost and service level
- Design staffing schedules that meet demand variability
Program Fit
Where this fits in your program.
Sharpens the same skills your degree expects you to demonstrate.
Aligned coursework coming soon.
Skills
Skills you'll demonstrate.
Each one shows up on your verified credential.
- Capacity Planning
Apply capacity planning to solve real industry problems and demonstrate production-level capability.
- Forecasting
Apply forecasting to solve real industry problems and demonstrate production-level capability.
- Workforce Management
Apply workforce management to solve real industry problems and demonstrate production-level capability.
- Cost Analysis
Apply cost analysis to solve real industry problems and demonstrate production-level capability.
Careers
Career paths this challenge builds toward
Completing this challenge demonstrates skills that transfer directly to these roles: