customer support cases

[kmelv923]

Hi -

I am looking for a comprehensive guide -start to finish for support cases. I have found some individual KBs on creating a case but am looking for a guide on the entire process. I am training new service agents and it would be very helpful rather than create my own.

thanks!

[Dr Atul G- LNG]

Hi @kmelv923 

NOt sure, I understood your statement fully or not. You want to build the KB for your agents that how to solve a case or if you provide more details. 

[kmelv923]

Hi - Not sure what happened to my reply, its not appearing now. To answer your question, no, I do not want to create a KB, I am looking for an existing KB or comprehensive guide - from start to finish for managing support cases.  I want to use this as a training tool.  thanks!

[Dr Atul G- LNG]

Hi @kmelv923 

I doubt you will get something similar readymade. You can check the process deck available on now create which can help you to build you guide. 

[kmelv923]

Thanks for the quick response.  I don't want to build a KB --I am looking for a KB(s) that show a step by step guide on how to create a case, manage it then resolve it.  An all in one comprehensive guide. 

thanks!