SupportLogic Academy - Empowering Excellence in Support Experience

1. The SupportLogic Education & Support Portal, 
   presented by SupportLogic Academy, offers detailed documentation, a support ticket system, SupportLogic Community, and an overview of the SupportLogic Academy education channel to help you master our tools and enhance your support operations. 

Our Education and Support Portal also ensures you have the information you need at your fingertips, such as the latest release features, product roadmap, and support experience happenings.

2. The SupportLogic Office Hours, 
   presented by SupportLogic Academy, are our monthly meet-ups. They include a deep dive into specific capabilities or workflows led by our product experts. There will also be an open forum Q&A, where you can submit questions during the session. Register here.
   
   
   
   

3. The SupportLogic Academy Self-Service eLearning, 
   empowers excellence in Support Experience through a comprehensive digital learning experience, including learning paths, self-paced courses, microlearning, and live instructor-led sessions. 

4. The SupportLogic Instructor-Led Learning, 

   Sessions cover specific use cases with hands-on guidance from Academy instructors and may be tailored to each customer’s unique implementation.

The SupportLogic Academy Self-Service eLearning Courses offer a complete digital experience alongside our instructor-led sessions.

Here's how our content is organized: Learning Paths, Courses and Microlearning

Learning Paths

These are structured collections of microlearnings and courses designed to help you use SupportLogic effectively. You can begin anywhere and resume at your convenience.

Quick Start in SupportLogic: Ideal for beginners or those needing a product refresher. This path consists of seven micro-learnings, each 5-10 minutes long, covering core concepts, Global Filters, Virtual Teams, and the main sections of SupportLogic. Total time: just over an hour.

SupportLogic Onboarding: Master SupportLogic fundamentals with our concise Learning Path, comprising four courses: 'Welcome to SupportLogic,' 'SupportLogic Core for Support Managers and End Users,' 'Getting Started in SupportLogic,' and 'SupportLogic Core for Administrators.' Concluding with 'Using SupportLogic Analytics,' this path covers key features, user tasks, administrative functions, and analytics insights, ensuring readiness for SupportLogic implementation. 

Analytics Learning Path: Before starting this learning path, we recommend completing the SupportLogic Core for Support Managers and End Users or being familiar with the SupportLogic UI. This learning path comprises four courses: Using SupportLogic Analytics, Setting Attainable Goals for Sentiment and Attention Scores, Configuring Service Level Objectives, and SupportLogic Advanced Analytics.

This path will teach you about the various analytics available in SupportLogic, how to establish realistic goals from quarter to quarter, what certain scope and configuration settings impact your report results, and how to identify and track goals established by your Support organization to improve your customer service.

Courses 

Help you familiarize yourself with SupportLogic. They include self-assessments, and upon successful completion, you can earn Certificates.    

You must be a SupportLogic customer and registered in our SupportLogic Academy. If you do not have your SupportLogic Academy direct link, don't hesitate to contact your Customer Success Manager or submit a support ticket.

SupportLogic Core for Administrators:
This session is dedicated to administrators and covers essential administrative functions for managing a SupportLogic instance. This session includes defining administrative functions, configuring data integration between SupportLogic and Customer Record Management (CRM) systems, setting up Target Case Metrics (SLO Metrics), customizing the user interface for different user types, managing user permissions and access, running user engagement reports.

SupportLogic Core for Support Managers & End Users:
This session is designed explicitly for Support Managers, including Escalation Managers, Swarm Leads, and train-the-trainer roles. It will help organizations empower administrators, end users, and support managers with the knowledge and skills to maximize the benefits of SupportLogic. With efficient configuration, streamlined processes, and enhanced user proficiency, organizations can optimize support operations, improve customer satisfaction, and drive overall business success.

SupportLogic Analytics for Support Management:

This course has been designed to focus on the three pillars within our KPI Metrics. 

• Response Time - Shows a breakdown of cases that have met or missed the Response Time target. (Track case progress SLA based on First Response time, Follow-up time, and Ticket Resolution time)

• Efficiency - Shows how your agents are performing based on different factors such as case conversation, responder, and case owner counts. (Track Escalations, Backlog, Ticket Activity) 

• Customer Experience - Know how your customers feel with a view into your team’s CSAT, NPS, and Sentiment Scores.

All subsequent pages are drill-downs and deep dives from these three pillars, including Operational Metrics & Experiential Metrics. We also dive into Text and Trend Analytics.

Target Audience: This course is intended for those interested in exploring insights gleaned from machine learning sentiment detection combined with standard case metrics, metadata, and more. 

(Executives, Customer Success Managers, Customer Advocates, Support Managers, 
Support Operations)

Prerequisites: None. However, we recommend reviewing either SupportLogic Core for Support Managers and End Users or SupportLogic Core Concepts before diving into analytics.

SupportLogic Certification Process

The one-minute video explains how certification works at SupportLogic Academy:

MicroLearnings

These are short, bite-sized lessons you can access quickly to learn a new topic and then return to your work. We do not offer a certification for the microLearnings, but they are a great resource for learning new topics quickly.    

• Welcome to SupportLogic    10 min

• Alerts    10 min

• Configuring Service Level Objectives    10 min

• Getting Started in SupportLogic (four easy tasks)    15 min

• Operational and KPI Metrics    15 min

• Console Workflow/Proactive Support    12 min

• Managing Backlog    10 min

• Escalation Management Workflow    12 min

• Setting Attainable Goals for Attention and Sentiment Scores 15 min

New content is always added, so this list is subject to change...quickly!    

Please reach out to your dedicated Customer Success Manager to receive your E-Learning Session. You can also reach out to [email protected].

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