Prochaines sessions
Programme
Customer Service Hub
- Work with cases and manage SLAs
- Create, manage and search for knowledge articles
- Work with interactive dashboards
- Use Customer Service Hub on mobile devices
- Upgrade to Customer Service Hub
- Keyboard navigation support
Customer Service app
- Create and manage a case
- Add an activity to a case
- Find what’s assigned to you in a queue
- Assign an activity to a user or queue
- Merge similar cases
- Create and manage parent and child cases
- Find knowledge articles from within a record
Service Manager Guide
- Understand Service Management
- Case Settings
- Create and manage queues
- Define parent and child case settings
- Automatically route cases using routing rule sets
- Automatically create and update records
- Automatically create a case from an email
- Define subjects to categorize cases
Service Terms
- Define Service Level Agreements (SLAs)
- Enable entities for service level agreements
- Create entitlements to define support terms
- Create and manage holiday schedule
- Create customer service schedule
- Manage service configuration settings
Templates
- Set up entitlements using entitlement templates
- Create email templates
- Create article templates
- Create knowledge article template
Knowledge Base Management
- Set up knowledge management using embedded knowledge search
- Create and manage categories
- Similar Record Suggestions
- Use advanced similarity rules to view similar case suggestions