Resource Know-How Kit

Modified on Thu, 25 May 2023 at 05:13 AM

Whether you are a SupportLogic power user or new to the platform, we want to ensure you are armed with the toolkit for you and others within your organization. 


The results you should expect are 

  • Escalation reduction
  • Improved CSAT score
  • Productivity gains per day for each support manager

 
We also are sharing other resources by role and including links for article views and training videos.



Success Plan: Reduce Escalations, Improve CSAT & Increase Productivity Prescribed Workflow

  1. Take action on all cases in the Console that contain inbound Needs Attention & Negative signals
  2. Take action on all Escalation Predictions, Escalations Requests, and Active Escalations
  3. Take action on Backlog based on the list views in SupportLogic  (time permitting)
  4. Take action on Alerts to stay up to date throughout your day

Video Resources



Solutions by Role


Customer Success Managers

Escalation Managers

Executive

Video Resource:

Success Managers


Operations


Release Notes



Customer Education Video Channel





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