SupportLogic Academy

Modified on Wed, 01 May 2024 at 06:23 AM


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

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

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.
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Courses: These will 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. This session 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.

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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

    

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


SupportLogic, Inc. 2024 All rights reserved    




Please reach out to your dedicated Customer Success Manager to receive your E-Learning Session. You can also reach out to support@supportlogic.io.




 

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