PurposeThis article provides lists of questions and links to locate the answers to these questions within articles on the SupportLogic Help Center.
SummaryExpand any of the sections within this article to review common questions and answers that arise from our customers using the carrot icon next to each topic.
Recommend Additional FAQs
If you think of a question you could not find an answer to, please feel free to submit it our Documentation team. You can do so by leaving us a detailed comment using the form at the bottom of this page.
Operations | Console FAQs
These users typically are running reports in SupportLogic to glean insights into the health of their customers. Typically weekly or monthly access into SupportLogic.
Link to the Answer(s)
What is a Global filter?
What is a Dynamic filter?
How do I drill down and only view from customer emails such as Inbound conversations?
Can I see a quick comparison of case metrics for this period to last period in the Console?
Yes (click image below to expand)
How can I group my cases and view based on attention and sentiment signals?
Can I filter based on the fields being imported from the CRM?
Support Hub | Case View FAQs
Support Hub / Case View
The Support Hub provides a complete summary of your case, its history, the health of your customer, all communications regarding it, in a compact, actionable interface.
|Questions||Link to the Answer(s)|
How do I find the highlights or important events in the case?
|Console | Case View|
How do I share a case with my peers or fellow teammates so that they can work on it?
|Take Actions Anywhere|
Is it possible to list my customers as favorites list and view their cases in particular?
How do I create the case notes and have them received as account-level notifications?
|Support Hub 3.0 features | Adding a Customer Note|
How do I acknowledge a sentiment?
|Support Hub 3.0 features | Sentiment Feedback|
Can I respond to my cases in Support Hub / Case View?
|Yes (click the image below to expand)|
Can I search for keywords throughout the full case history in Support Hub / Case View?
|Yes (click image below to expand)|
|How can I remove case fields which are not required?||Click the Show case fields (gear icon) and unselect the case fields not relevant for this case.|
Operations | Case Assignment FAQs
Operations (Case Assignment)
Questions in this section focus specifically on Intelligent Case Assignments within SupportLogic.
Link to the Answer(s)
How are cases assigned by Intelligent Case Assignment?
To make sure agents are available, do we need to set up time off / agent availability in SupportLogic?
Can a manager override the auto assignments made by SupportLogic on the fly?
Yes you can. See the Case Assignment article for more detail.
If we queue our backlog of cases by severity, customer segment, age, etc., can SupportLogic provide sort options of our backlog cases easily?
As a best practice, we recommend that you assign cases to agents once it has entered a queue. In the screen shot below, notice that you can create different queues and assign individual agents or Virtual Teams that make up that queue:
Can SupportLogic support a workflow where a case starts out with Tier 1 team that then needs to be elevated to a Tier 2 (more technical) team?
|Certainly. To do this, you will need to configure Tier 1 and Tier 2 queues, see Control Center | Settings article. The Tier 1 agent could transfer the case to the Tier 2 queue which, ideally, would have Tier 2 agents associated with it via a Virtual Team.|
As supervisors make manual case assignments, does the system automatically improve based on the supervisor's recommendations?
How does the weighting in (ICA) Intelligent Case Assignment work?
The machine learning model used in ICA uses 5 factors to determine the best agent or engineer to be assigned a case. Those 5 factors are weighted as follows.
Does our current ICA ML model use data from fields outside of the case description?
Fields like product, sub_product, issue_type, etc.
|SupportLogic can leverage both the Natural Language Processing (NLP) and case metadata, but that does require a custom configuration and would need to be reviewed by both the customer and SupportLogic to do so.|
If you believe that your Case Assignment skill and complexity predictions require case metadata over and above what SupportLogic gleans from our Machine Learning (ML) engine, please reach out to your Customer Success Manager to discuss options available for your organization.
Does "bandwidth" for case assignment take into account case age, case complexity, priority, and severity?
Agents | Evaluations (Agent Coaching FAQs)
Escalation Review FAQs
Was this article helpful?
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
We appreciate your effort and will try to fix the article