Help us shape the Fin certification program 🎓 | Community
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Help us shape the Fin certification program 🎓

  • June 30, 2026
  • 3 replies
  • 229 views
B
Employee

Hey folks, I'm Brian, I work on the customer education/Academy team at Fin.

We're starting a new project atm, building out professional certification program and before we get too far into it, I want to hear from the people this is actually for.

A quick bit of context on what we mean by certification: this isn't a course completion badge. It's a structured way to prove you can actually do the job, through real scenarios, assessments. Something worth putting on your CV or LinkedIn.

Think less "I watched the videos" and more "I can demonstrate I know what I'm doing."

Two things I'd love your input on:

  • What certifications would you actually want to see? Specific Fin features and capabilities, broader skills like conversation design or AI quality management, role-based tracks like support rep or manager, what would be most valuable to you/your team?
  • What would make it worth your time? What would a cert need to include for you to feel it was genuinely valuable, to you, or to a hiring manager?

Would love if people could sound off with any and all ideas below! 🙌

    3 replies

    Dianah Tripac
    Intercom Team
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    • Dianah TripacIntercom Team
    • Leading the Community @ Fin
    • July 1, 2026

    Hi ​@Nathan Sudds ​@Roy ​@Aleksei O ​@Conor can you please also share some Expert feedback here, your feedback is very valuable.

    Dianah Tripac | Leading Community @ Fin
      Natalia_N
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      • Natalia_N
      • New Participant
      • July 2, 2026

      Hi ​@Brian Byrne! 

      I'd definitely be interested in certifications around:

      • Data Analysis for Fin – Measuring AI performance, identifying trends, interpreting conversation data, creating reports, and using insights to improve resolution rates and customer experience.
      • Fin Optimization & AI Co-Pilot – Prompt optimization, knowledge management, AI quality reviews, testing workflows, reducing hallucinations, and continuously improving Fin performance.
      • Workspace Setup & Implementation – End-to-end workspace configuration, knowledge base structure, routing, permissions, integrations, and deployment. A lot of lean companies don't have dedicated implementation or CX Ops teams, so People Managers or Support Managers end up owning the platform setup themselves.

      What would make these certifications valuable for me is if they're hands-on rather than theory-based. I'd love to see real scenarios, practical assessments, troubleshooting exercises, and optimization projects that reflect what you'd actually do in production.

      From a hiring perspective, I'd also appreciate certifications that demonstrate proficiency levels (Associate, Professional, Expert) rather than just course completion. That would make them much more meaningful on a CV or LinkedIn and give employers confidence that someone can actually operate and optimize Fin in a real environment.
       

        H
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        • Hayley Mullan
        • New Participant
        • July 6, 2026

        Hi ​@Brian Byrne 

        Very interested in certifications. We have FIN integrated with our SalesForce instance, which provides support (email and Messenger) through our platform.

        Would love certifications centering around:

        • Analysis to improve:
          • Automation Rates
          • Resolution Rates
        • Recommendations
          • Currently in our instance we should have enough data, but Recommendations is not providing insights
        • Improving automation workflows
          • With SalesForce updates, comes unexpected issues with the integrations, that result in issues in Routing to Team, non-creation of cases in SalesForce, etc
            • Currently must go through all API Errors to find Conversations that did not transfer to SalesForce, and there is no easy filtering for these instances
        • Improving Guidance and Escalations to meet the needs of SalesForce
          • We have Guidance and Escalations that will work for a period of time, then suddenly, no longer work as expected
            • Sometimes resulting in ALL cases escalating instead of a “stay where you are” scenario
        • How best to improve Knowledge so we can make better use of FIN for our front line support interactions

        Appreciate you and the entire FIN Team putting this into ideation!

         

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