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?
Or is that a process for the ML team to monitor and do manually?
Intelligent Case Assignment relies on the history of assignments in order to make recommendations. Manual assignment of cases adds to that history and as such, will improve recommendations over time.
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.ACTIVE HOURS: 30%
COMPLEXITY MATCH: 10%
CUSTOMER AGENT MATCH: 15%
SKILL MATCH: 15%
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?
|Bandwidth considers the age, priority (OR severity), status, escalation status (escalated or not), and the Sentiment and Attention Score for each case. |
See the Case Assignment article for more detail.
Agents | Evaluations (Agent Coaching FAQs)
Agents | Evaluations (Agent Coaching)
Questions in this section address questions regarding ACE Evaluations, providing coaching versus completing performance reviews and more.
|Questions||Link to Answer(s)|
|What is the difference between coaching and reviewing with ACE?|
There are two different kinds of comments - Coaching and Review -
You can read more about this in the article Agent Coaching and Evaluations.
Escalation Review FAQs
Console and Escalations pages
|What is Escalation Review?||Escalation Review is a process where the user in a guided way can interact with the key insights that contribute to the possible case escalation. |
The user can easily identify the main contributing factors and take appropriate actions from the recommended list to prevent the actual escalation from happening.
|When the Escalation Review is available?||Escalation Review is available when the SupportLogic engine predicts the case to likely be escalated.|
|Where can I start the Escalation Review?|
Access to the Escalation Review can be started on any cases predicted to Escalate by SupportLogic ML engine:
Within the Escalations page cases are consolidated into one Likely to Escalate column.
|How do I use Alerts with the Escalation Review workflow?|
Alerts that are triggered by cases Likely to Escalate can be delivered directly to a user via email and the review workflow started from there directly.
Likely to Escalate alerts can be delivered directly into the Gainsight timeline instant.
|How do I work through an Escalation Review?|
1. Start or Continue escalation review
4. Based on your review, key insights and razor sharp Support skills, take relevant actions on the case, such as:
5. Finally, remove the case from the escalation review queue by clicking one of the three options:
|What if the user disagrees with the “likely to escalate” prediction?||While reviewing the key insights on the Escalation review panel the user might feel that the prediction was not accurate. |
The user can now click on the “Remove from queue” button and select the “Disagree with prediction” option. The user will be asked to provide a reason for his decision.
|Can I pause the escalation review and get back to it later?|
Yes, the user can exit the unfinished review by clicking Exit review or simply by closing SupportHub.
All the actions done prior to exiting will be saved and available to the user in the next attempt to review the prediction.
The case card inside the Likely to Escalate column on the Escalations page will get a “Pending escalation review” banner to notify the user that the review is not complete yet.
|Can I clear the case from the Likely to Escalate queue but get back to it later?||Yes. Use the Snooze the escalation review option to do this. Doing so moves it to the Cases Reviewed Snoozed column. |
The case will be returned to the Likely to Escalate queue after the time period selected if it is still likely to escalate.
|What if the user regrets after he clears the case from the Likely to Escalate queue?||Use the “Undo” option.|
Undo will be available as long as the Likely to Escalate prediction remains active on the case.
|Can the case be predicted to be likely to escalate more than one time?|
Yes, the escalation prediction module will check the case details periodically during the case live; each time the module prediction factors are triggered, the Likely to Escalate tag will be added to the case, and the case will be placed in Likely to Escalate.
You can see all the previous predictions and actions taken during reviews within the case history.
All Likely to Escalate predictions will be captured on the case timeline and you can view the escalation key insights for each of them.
|What if the case was not reviewed while it was predicted to escalate?||Cases, where escalation prediction was missed to be reviewed, will still have access to the escalation key insights, but the banner inside the Escalation review panel will indicate that this escalation review was missed.|
|What if the escalation prediction expired, but the user opens a link to it from an email or Gainsight timeline?||When an actionable email, message, or event is sent out from the Alert, triggered for likely to escalate activity, the link to start the escalation review will be available in the body of the message. |
If the user clicks this link after the escalation prediction has expired, the message on the SupportHub page will indicate to them about the prediction expiration.
|Can more than one user interact with the Escalation review?||Yes and No. While one user can start the escalation review process, a different user can complete it if left in the queue. |
Only one user can clear the escalation review from the queue by picking “I took care of,” “Disagree,” or “Snooze” actions.
Once the case is cleared from the queue, any user can view the escalation review, but only the same user can “undo” his action and get back to the review process.
|Where can I see the Escalation review report|
When the user has the right permission, they can open the User engagement page and click on the Escalation review tab.
There they can find the user’s statistics about actions taken during the escalation review process (prediction acknowledged, disagreed, and snoozed) by the source of where the review was taken from (dashboard, email, etc.)
|Is there an Escalation Workflow Overview Video||Yes, Click here|
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