1. Support Process Map Process Map
The map below illustrates how support requests flow through from capture to case resolution. Note that Service and
Support can be used both for customer facing support needs as well as internal functions like your Call Centre help
desk. Use this map as a training tool and overlay steps specific to your organization.
Case Capture Case Deflection / Case Resolution Customer Communication
Public Knowledgebase
Your Customer Search the Public
Customer has a Question Knowledgebase
Self Service Portal Customer
Login to Self- View Open and
Satisfaction
Service Portal Closed Cases
Survey
Types of Questions
Submit a New Search the
• Support Question
Case Knowledgebase View My Cases
• Billing Question
• View cases you’ve logged
• Feature Request
• See their status and add comments
Log a Case Web-to-Case • View solutions used to resolve previously
(Public Form) logged cases
Ways to Browse the Knowledgebase
• Read frequently asked questions
CTI Integration • Drill down into Solutions by category
Call Support • Search using keywords
Sample Steps
• Verify service entitlements and research customer history
• Update required fields for reporting purposes
Email-to-Case Routing Rules • See if the suggested solutions answers the question
Email Support
• Automatically route cases based upon • If need be, search the knowledgebase
the type of question, geography • If still unable to answer the question, assign a task to a
• Cases can be assigned to an individual coworker or re-assign the case to a specialist
Add New Case or a queue
Call Sales
Escalate to Tier 2
Support Rep
Tier 1 & Tier 2 Communicate
New Case is Work Case and
Case is Assigned Solution to the
Created Update Status
Support Reps Customer
360 Degree View of the Customer
• Sales Executives or Account Managers often
log cases in the App on behalf of their Record Types Escalation Rules Workflow Processes Close the Loop
customers • Record types can be used • Escalation rules can be • Create automation rules • Speak to the customer on the
• The status of cases is visible from the account to capture different put in place to ensure to update field values phone to resolve the problem
and contact detail page so the sales has information depending on cases are followed up based on changes to • Send templatized email with
visibility into exactly where things stand the type of case on in a timely fashion business conditions in the attached solution
service process flow • Publish case comments and
recommended solutions to the
self-service portal
Build Your Knowledgebase
Knowledge Review and Publish • Agents can submit solutions to the knowledgebase as draft
Submit Solution
Manager Solutions • Setup a review process for all new solutions
• Solutions can be published or set to internal only
• Use reports to determine what types of cases you’re seeing most often and focus on
refining those solutions
• Create solution categories to make browsing solutions easier for customers and agents
Management Frequently Average Customer
Case Source Case Type SLA
Reports & Used Case Status Response Satisfaction
Violations
Dashboards Solutions Time
Case Solutions to Agent Average Cases by
Volume be Reviewed Workload Resolution Account
Time