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!

[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!