Role-Based Programme
RB0818

Make.com for Customer Service & Customer Success

Automate Support, Onboarding & Customer Success Workflows

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Duration
16 Hours
Level
Intermediate
Delivery
Instructor-Led
Format
Capability Training

Programme Objectives

  • Develop functional proficiency in using Make.com to automate multi-step customer service and customer-success workflows.
  • Integrate CRM, helpdesk, communication, forms, spreadsheets, and business applications into connected customer journeys.
  • Build workflows for ticket intake, classification, assignment, escalation, onboarding, follow-ups, and customer-health monitoring.
  • Apply AI-assisted processing for summarisation, categorisation, sentiment or intent analysis, and customer-information routing with appropriate human validation.
  • Build reliable Customer Interaction → Analysis → Action → Follow-Up → Escalation → Reporting workflows.

Tools covered

Make Scenario BuilderWebhooksRoutersFiltersSchedulingIterators & AggregatorsData TransformationHTTP ModuleCRM & Helpdesk IntegrationsError HandlingMake AI Agents

Who should attend

  • Customer Service Managers
  • Customer Success Managers
  • Customer Support Professionals
  • Customer Experience Managers
  • Customer Success Executives
  • Technical Support Professionals
  • Service Desk Professionals
  • Customer Operations Professionals
  • Customer Onboarding Specialists
  • Client Relationship Managers
  • Support Operations Professionals
  • Customer Service Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of customer service or customer-success processes
  • Familiarity with CRM, helpdesk, support-ticket, or customer-management systems
  • Basic understanding of customer onboarding, escalation, and follow-up activities
  • Familiarity with spreadsheets and business applications
  • General awareness of APIs and workflow automation is helpful
  • No advanced programming expertise required
  • No previous Make.com course completion required

TOC Modules

Concepts
  • Understanding scenarios, modules, triggers, actions, bundles, and executions
  • Understanding instant, scheduled, and application-based customer workflows
  • Identifying repetitive support and customer-success activities suitable for automation
  • Mapping the Customer Request → Action → Resolution → Follow-Up lifecycle
Practical activities
  • Building a basic customer-service scenario in the Make Scenario Builder
  • Connecting a trigger with multiple downstream actions
  • Mapping customer workflow inputs, decisions, owners, and outputs

Scenarios

Customer Support Request to Resolution & Escalation

Customer Request → Webhook → Validation → AI / Rule-Based Classification → Priority → Helpdesk Ticket → CRM Update → SLA Monitoring → Escalation → Resolution

Participants build an integrated support workflow that captures incoming requests, enriches and classifies them, routes them to appropriate teams, monitors SLA conditions, and escalates unresolved customer issues.

Customer Onboarding to Success Risk Monitoring

New Customer → CRM Trigger → Onboarding Tasks → Milestone Tracking → Scheduled Health Check → Risk Detection → Customer Success Manager Alert → Follow-Up

Participants automate a customer-success journey from onboarding through ongoing monitoring, automatically identifying incomplete milestones or predefined risk conditions that require human intervention.

## Current Capability Reference

Make.com currently supports **instant and scheduled Webhooks**, including queued processing and ordered or parallel execution patterns, making them suitable for real-time customer-service integrations. ([Make Help Center][1])

Make also supports **Make AI Agents inside webhook-triggered scenarios**, allowing incoming third-party information to be passed to an agent and its output returned or routed through subsequent workflow steps. ([Make Help Center][2])

Scheduled scenarios can be combined with **Routers, Filters, and Aggregators** to create recurring customer-health, SLA, exception, and reporting workflows. ([Make Help Center][3])

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