Product Documentation (9)

Articles in this section are organized by product usage and provide step by step instructions on how to do common tasks in SupportLogic. Additionally, you can access the video tutorial channel with this section.

Knowledge Bits (162)

Why a Case Can Still Be Assigned to an Agent Marked Out-of-Office (OOO)
SupportLogic – UWF CRM Integration Architecture Overview
FAQ: Can LTE predictions be customized based on specific keywords?

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Product Guides (111)

"Top Entities" section on Customers Insights page
Account Health Score
Account Hub – Overview, Usage, and Benefits

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Support Operations and Administration (20)

Managing Users
Control Center > Settings
User Engagement

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SSO Integrations (7)

SSO: General Information
SupportLogic and Okta with SAML Integration v2.1
SupportLogic and Okta with OpenID OIDC Integration

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Release Notes (41)

August 2026 - Expanded MCP Tool Coverage, New Score Based and Case Metrics Alerts & Early Escalation Signals
July 2026 - MCP Hyper-Personalized Draft Response tool, Case cohort lists summaries, Actionable escalation predictions on case iFrames, and more
June 2026 - MCP intelligence, Actionable case iFrames, LTE prediction accuracy improvements, and more

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ElevateSX (4)

Overview of Elevate SX
Getting Started
Language Translation Feature in Elevate SX

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KPIs & Data (3)

Customer Effort Score (CES)
CSAT
QA Score

Product Pages & Features (23)

AutoQA Insights
AutoQA GenAI Behaviours
Tickets of Interest (new)

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Settings & User Management (3)

Slack Alerts
Roles (in ElevateSX)
Users

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