Certification Action Required:

Insights for Support Leadership

Organizational Efficiency

AGENDA:

2:00 p.m.
Introductions and the Great 80% Support Challenge

1. Participant introductions
   
2. What is the great 80% Support Challenge?
   
3. The Discussion identifies unique challenges within your organization.
   

2:30 p.m.
SupportLogic Essentials

1. What is SupportLogic and what you can do with it
   
2. How your CRM (+JIRA) connections, queues, and filters work
   
3. Core concepts to effectively leverage AI within support
4. Case fields and settings that will impact Analytics
   

3:00 p.m.
BREAK

3:15 p.m.
Addressing product issues using SupportLogic Analytics

1. Step through the Great 80% messaging workbook
   
2. Quickly identify trends on UI issues from unstructured text
3. Segment and categorize UI / release versions and identify ownership
   

3:45 p.m.
Visualize your Outcomes

1. Map key issues and track them over time
   
2. Visualize customer impacts via sentiment analysis
   
3. Tie key insights and findings to product line / release to assign ownership
4. Tie findings back to overall organizational costs
   

4:00 p.m.
From Insights to Actions

1. Create comprehensive support goals to optimize data collection with Quality Monitoring
   
2. Creatively manage support case assignments with virtual queues
3. QA 100% of your support process with Elevate SX
   

4:30 p.m.
Get Certified

1. Review the project workbook
   
2. Complete the certification test
   
3. Receive your certification