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Support Manager Workflow
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Support Manager Daily Activity Guide
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Escalation Manager Workflow Instructions
Knowledge base
Solution Guides by Role (4)
Articles in this section are organized by role and walk through business case scenarios to determine answers to challenges that SupportLogic can help you with.
Product Documentation (10)
Articles in this section are organized by product usage and provide step by step instructions on how to do common tasks in SupportLogic. Additionally, you can access the video tutorial channel with this section.
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Why a Case Can Still Be Assigned to an Agent Marked Out-of-Office (OOO)
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SupportLogic – UWF CRM Integration Architecture Overview
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FAQ: Can LTE predictions be customized based on specific keywords?
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"Top Entities" section on Customers Insights page
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Account Health Score
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Account Hub – Overview, Usage, and Benefits
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SSO: General Information
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SupportLogic and Okta with SAML Integration v2.1
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SupportLogic and Okta with OpenID OIDC Integration
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September 2026 - Self-Serve MCP Connector, Expanded MCP Tool Coverage, Quality & CES Scores in Case iFrame, new "Call promised" signal, and more
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August 2026 - Expanded MCP Tool Coverage, New Score Based and Case Metrics Alerts & Early Escalation Signals
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July 2026 - MCP Hyper-Personalized Draft Response tool, Case cohort lists summaries, Actionable escalation predictions on case iFrames, and more
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ResolveSx/Resolve Assist - An Introduction
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Access Requirements for ResolveSx Integrations
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Credentials required for knowledge systems and how to find/create them
Office Hours (1)
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.
FAQ (3)
All Support Logic related FAQs are available here
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FAQ: Account Hub Summary – “Not Enough Case Volume”
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FAQ: Can Keyword Alerts Be Configured for Any Keyword or Entity?
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FAQ: Phrases Identified / Highlighted for Sentiment Detection