First things first !
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If you need more information about the implementation guide, you can read the Table of Contents below.
SET UP AND MAINTAIN CUSTOMER SUPPORT TOOLS
Welcome Support Administrators
Setting Up Customer Channels
Setting Up the Support Agent Experience
Automating Contact Centers
Adding Entitlements Service Agreements and Work Orders
Adding a Knowledge Base
Organizing Articles Answers and Ideas into Categories
Case Teams and Queues
Adding Social Customer Service
Reporting on Support Activity