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Case playbook for product support

Use the case playbook for product support to manage the process for resolving product issues.

This playbook can be used by agents who are working on product support cases. It provides step-by-step assistance to help agents complete the various troubleshooting steps and tasks needed to resolve product issues.

The case playbook for product support builds on the Customer Service Management case and is available in Agent Workspace for newly created product support cases. This playbook appears in the Playbook related list on the Case form.

Product support playbook stages and steps

A playbook is made up of stages and each stage includes one or more steps. To use a playbook:

Expand a stage to see the steps.
Perform each of the steps in the stage and mark the steps as complete when finished.
When all of the steps in a stage have been completed, the stage is marked as complete and the case moves to the next stage.

The case playbook for product support includes the following stages and steps.


Stage	Steps	Step Details
Investigate Guides the agent in collecting customer information and performing some initial research about the product issue	Review case details	A case is in the Investigate stage when the state is New or Open. This step shows the customer information: The Account and Contact fields, or The Consumer field. It also shows the product information. The agent can add details about the issue and review the information and related search results, such as knowledge articles or similar cases. Click Save to save the information and remain on this step. Click Mark Complete to save the information and move to the next step.
	Request information from customer	Use this step to communicate with the customer. Add information to the Additional comments field click Post. The information is added to the activity stream on the case, which the customer can see from the web portal.
Work in progress Create case tasks as needed and assign tasks to users.	Create case tasks	A case is in the Work in progress stage when the agent completes the initial research and begins working on the issue. Click Add New to create a case task in a new tab. Add information to the task and click Save to add the task to the Case Tasks list in this step. When a case task is created, the case work notes are copied to the case task work notes. Agents can create multiple case tasks. When the tasks in the Case Tasks list have been completed, click Mark Complete.
	Request information from customer	Use this step to communicate with the customer. Add information to the Additional comments field click Post. The information is added to the activity stream on the case, which the customer can see from the web portal.
Resolve and close Case tasks are complete and the agent is ready to propose a solution to the customer.	Resolve	Add details to the Resolution code and Resolution notes fields on the Case form and click Save. This information is added to the card in this step. Click Propose Solution to send an email to the customer and mark the step as complete.
	Close case	This step shows the following read-only fields: Closed by Closed The case is closed when the customer accepts the case resolution from the self-service portal.

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Case playbook for product support

Use the case playbook for product support to manage the process for resolving product issues.

Product support playbook stages and steps

A playbook is made up of stages and each stage includes one or more steps. To use a playbook:

Expand a stage to see the steps.
Perform each of the steps in the stage and mark the steps as complete when finished.
When all of the steps in a stage have been completed, the stage is marked as complete and the case moves to the next stage.

The case playbook for product support includes the following stages and steps.


Stage	Steps	Step Details
Investigate Guides the agent in collecting customer information and performing some initial research about the product issue	Review case details	A case is in the Investigate stage when the state is New or Open. This step shows the customer information: The Account and Contact fields, or The Consumer field. It also shows the product information. The agent can add details about the issue and review the information and related search results, such as knowledge articles or similar cases. Click Save to save the information and remain on this step. Click Mark Complete to save the information and move to the next step.
	Request information from customer	Use this step to communicate with the customer. Add information to the Additional comments field click Post. The information is added to the activity stream on the case, which the customer can see from the web portal.
Work in progress Create case tasks as needed and assign tasks to users.	Create case tasks	A case is in the Work in progress stage when the agent completes the initial research and begins working on the issue. Click Add New to create a case task in a new tab. Add information to the task and click Save to add the task to the Case Tasks list in this step. When a case task is created, the case work notes are copied to the case task work notes. Agents can create multiple case tasks. When the tasks in the Case Tasks list have been completed, click Mark Complete.
	Request information from customer	Use this step to communicate with the customer. Add information to the Additional comments field click Post. The information is added to the activity stream on the case, which the customer can see from the web portal.
Resolve and close Case tasks are complete and the agent is ready to propose a solution to the customer.	Resolve	Add details to the Resolution code and Resolution notes fields on the Case form and click Save. This information is added to the card in this step. Click Propose Solution to send an email to the customer and mark the step as complete.
	Close case	This step shows the following read-only fields: Closed by Closed The case is closed when the customer accepts the case resolution from the self-service portal.

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Case playbook for product support

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Product support playbook stages and steps

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Case playbook for product support

Case playbook for product support

Product support playbook stages and steps

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