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Service Support Flow

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  • 1. Support Process Map Process MapThe map below illustrates how support requests flow through from capture to case resolution. Note that Service andSupport can be used both for customer facing support needs as well as internal functions like your Call Centre helpdesk. Use this map as a training tool and overlay steps specific to your organization. Case Capture Case Deflection / Case Resolution Customer Communication Public Knowledgebase Your Customer Search the PublicCustomer has a Question Knowledgebase Self Service Portal Customer Login to Self- View Open and Satisfaction Service Portal Closed Cases Survey Types of Questions Submit a New Search the • Support Question Case Knowledgebase View My Cases • Billing Question • View cases you’ve logged • Feature Request • See their status and add comments Log a Case Web-to-Case • View solutions used to resolve previously (Public Form) logged cases Ways to Browse the Knowledgebase • Read frequently asked questions CTI Integration • Drill down into Solutions by category Call Support • Search using keywords Sample Steps • Verify service entitlements and research customer history • Update required fields for reporting purposes Email-to-Case Routing Rules • See if the suggested solutions answers the question Email Support • Automatically route cases based upon • If need be, search the knowledgebase the type of question, geography • If still unable to answer the question, assign a task to a • Cases can be assigned to an individual coworker or re-assign the case to a specialist Add New Case or a queue Call Sales Escalate to Tier 2 Support RepTier 1 & Tier 2 Communicate New Case is Work Case and Case is Assigned Solution to the Created Update StatusSupport Reps Customer 360 Degree View of the Customer • Sales Executives or Account Managers often log cases in the App on behalf of their Record Types Escalation Rules Workflow Processes Close the Loop customers • Record types can be used • Escalation rules can be • Create automation rules • Speak to the customer on the • The status of cases is visible from the account to capture different put in place to ensure to update field values phone to resolve the problem and contact detail page so the sales has information depending on cases are followed up based on changes to • Send templatized email with visibility into exactly where things stand the type of case on in a timely fashion business conditions in the attached solution service process flow • Publish case comments and recommended solutions to the self-service portal Build Your KnowledgebaseKnowledge Review and Publish • Agents can submit solutions to the knowledgebase as draft Submit SolutionManager Solutions • Setup a review process for all new solutions • Solutions can be published or set to internal only • Use reports to determine what types of cases you’re seeing most often and focus on refining those solutions • Create solution categories to make browsing solutions easier for customers and agentsManagement Frequently Average Customer Case Source Case Type SLAReports & Used Case Status Response Satisfaction ViolationsDashboards Solutions Time Case Solutions to Agent Average Cases by Volume be Reviewed Workload Resolution Account Time

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