Whether you are a SupportLogic power user or new to the platform, we want to ensure you are armed with the toolkit for you and others within your organization.
The results you should expect are
- Escalation reduction
- Improved CSAT score
- Productivity gains per day for each support manager
We also are sharing other resources by role and including links for article views and training videos.
Success Plan: Reduce Escalations, Improve CSAT & Increase Productivity Prescribed Workflow
- Take action on all cases in the Console that contain inbound Needs Attention & Negative signals
- Take action on all Escalation Predictions, Escalations Requests, and Active Escalations
- Take action on Backlog based on the list views in SupportLogic (time permitting)
- Take action on Alerts to stay up to date throughout your day
Video Resources- 4-step workflow for Support Managers Primer video - (4 minutes)
- Success Plan - Using SupportLogic to Reduce Escalations, Increase CSAT, and Improve Productivity - includes full step-by-step workflow demo in SupportLogic (56 minutes)
- Support Manager Workflow video - (12 minutes)
- My Alerts (30 minutes)
Solutions by Role
Customer Success Managers
Escalation Managers
Executive
Video Resource:
Success Managers
- Success Plan Best Practice: Reduce Escalations, Improve CSAT & Increase Productivity Prescribed Workflow
- Support Managers Workflow
- Reduce Clutter/Refine My View
- Alerts that you can create yourself
- Negative Sentiments Workflow
- Filters, Alerts, and Workflows
- Office Hours Q & A Registration sign up
Operations
- Swarming to Self Enablement
- Control Center > Settings
- Field Values
- Installing the Salesforce Plugin
- Managing Users
- User Engagement
- User Permissions Guide
Release Notes
Customer Education Video Channel
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