Monthly Archives: January 2020
Create and Manage KB Article Templates (Episode 22)
Setting up a comprehensive knowledge base is the key to increased customer satisfaction and improved productivity. A knowledge base is created to help the customer service reps with solutions to the most common issues, so that they can assist customers … Continue reading
Knowledge Base Article and Article Templates (Episode 21)
Knowledge Base is a collection of articles that are used by the service team to solve customer cases or provide information. An Article Template provides structure and determines how the Article is displayed to users. An article can be searched … Continue reading
Merge Cases (Episode 20)
There might be a situation where multiple cases are related to the same issue; In such cases instead of handling them individually, you can merge those cases and provide the solution. Note the following points: When merged, all the open … Continue reading
Implement Parent-Child Cases (Episode 19)
You might face situation where you receive similar cases and you would not like to pay attention to each case as since the nature of these cases are similar. In such a situation you can create a parent case, identify … Continue reading
Automatic Record Creation and Update Rules (Episode 18)
Automatic Record Creation and Update Rules allow creating records automatically when specific criteria is met. The source type can be: E-Mail Phone Call Appointment Task Social Activity Service Activity Alert Subscription Invite Redemption Portal Comment Survey Activity You need to … Continue reading
