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Internal KB - Troubleshooting for Evaluations

Modified on Tue, 23 May 2023 at 05:11 AM


If a User with support manager privilege is unable to mark a case for review?


Step 1: Log in to the SupportLogic UI > go to Control Center > select Manage Users > look up the customer's name, and then check the user's profile and case review permissions.





Step 2: Select Control Center > Settings > User Profile and then select the profile for the user. For instance, if the user has a support manager profile, click on the three dots > Edit profile > After clicking on edit profile, a new page will appear > Verify that the profile has the Agent coaching page is enabled.



Step 3: Try viewing the page as the customer and click on the Agent coaching page. Then, open any case from the recommended list and review it in the support hub in the right-top corner.





If steps 1-3 did not resolve the issue, Please continue with Step 4


Step 4: Open Control Center > Manage Users, disable the user permission, and enable it. Then, click on Force Logout.





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