This course is designed to provide an understanding of how to best establish a service and support organisation.
Who should attend this session?
- Support Managers.
- Support Supervisors.
Role: Support Manager.
Goals for the session:
- Gain an understanding of how to best establish a service and support organisation.
- Create and manage Support Rules and Territories.
- Learn how to manage your customer cases effectively.
- Learn how to create and publish a Knowledgebase.
Lessons:
Setup:
- Support process overview.
- Enabling Support Features (Admin function).
- Creating Case Types.
- Creating Origin Types.
- Creating Case Issue Lists.
- Creating Case Rules.
- Marking Employees as Sales Reps.
- Creating Case Territories.
- Creating and Publishing an online case form.
- Setting up Support.
Processing:
- Responding to a Case.
- Escalating a Case.
- Utilising the Timer and record and bill time to a customer.
Knowledge Base:
- Creating Topics.
- Creating Solutions.
- Publishing your Knowledge Base.
- Best practices for setting up your Knowledgebase.
Reporting:
- Understanding the Report customisation and saved reports.
- Understanding Customer searches and saved searches.
- Reviewing key Support reports.
- Open Case Analysis.
- Closed Case Analysis.
- Reviewing Dashboard to ensure you are getting the right information and snapshots.
Duration: 1 Day. |
