customer support cases
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04-18-2024 04:45 AM
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!
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04-18-2024 07:06 AM
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.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
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04-18-2024 11:52 AM
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!
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04-19-2024 02:48 AM
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.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
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04-18-2024 07:19 AM
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!