- Introduction to Service Management
- Case Management
- Knowledge Base
- Queue Management
- Service Level Agreements
- Entitlements
- Service Scheduling
- Interactive Service Hub
- Unified Service Desk
- Service Management Analysis
- FieldOne
- Voice of the Customer
1. Introduction to Service Management
- Customer Scenarios
- Basic Record Types
2. Case Management
- Create New Case Records
- Case Form
- Case Lists and Views
- Search Case Records
- Convert Cases from Activities
- Business Process Flows
- Case Resolution Process
- Case Routing Rules
- Parent Child Cases
- Merge Cases
3. Knowledge Base
- Article Templates
- Working with Article Templates
- Format Knowledge Base Articles
- Create Knowledge Base Articles
- Search Articles
- Use Knowledge Base Articles to Resolve Cases
- Attach Knowledge Base Articles to Emails
4. Queue Management
- System and Personal Queues
- Create and Maintain Queues
- Add Cases and Activities to Queues
- Queue Items: Work On
- Queue Items: Release and Remove
- Queue Item Details
- Case Routing
5. Service Level Agreements
- Create Service Level Agreements
- Service Level Agreement Types
- Standard Service Level Agreements
- Enhanced Service Level Agreements
- Service Level Agreements On Demand
- Manage Cases with Service Level Agreements
6. Entitlements
- Entitlement and Entitlement Templates
- Create New Entitlements
- Entitlement Channels
- Apply Entitlements to Cases
- Associate Products
- Associate Service Level Agreements
- Active Entitlements
7. Service Scheduling
- Service Scheduling Overview
- Selection Rules
- Customer Preferences
- Schedule Service Activities in Service Calendar
- Capacity Scheduling
- Manage Service Activities
8. Interactive Service Hub
- Multi Stream Dashboards
- Single Stream Dashboards
- Manage Queues and Cases from Streams
- Interactive Dashboards
9. Unified Service Desk
- Unified Service Desk Overview
- Integrated Agent Desktop
10. Service Management Analysis
- Work with Service Dashboards
- PowerBI Service Dashboards
- Work with Service Reports
- Work with System Charts for Cases
- Understand Service Metrics and Goals
- Create Monthly Goals for Case Records
11. FieldOne
- FieldOne Introduction
- Logging In and Navigating FIeldOne Sky
- A Day in the Life of a...
- Dispatcher
- Field Agent
- Manager
12. Voice of the Customer
- Why Voice of the Customer
- Capabilities
- Distribution
- Demonstration
- Capturing Responses
- Voice of the Customer Availability