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    • Customer Service Management
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    Home Paris Customer Service Management Customer Service Management Customer Service Management Exploring Customer Service Management Additional Customer Service Management features Playbooks for Customer Service Management Case playbook for product support

    Case playbook for product support

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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:
    1. Expand a stage to see the steps.
    2. Perform each of the steps in the stage and mark the steps as complete when finished.
    3. 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

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      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:
      1. Expand a stage to see the steps.
      2. Perform each of the steps in the stage and mark the steps as complete when finished.
      3. 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.

      Tags:

      Feedback

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