Support Basics & Tools Part 1

Studienplan

• Values and Expectations
• Creating a Gmail Account
• Creating a DocuSign Sandbox
• DocuSign Customer Life Cycle
• Internal Understanding
• Core Platform Ownership List
• CLM Platform Ownership List
• TCSM Links and Bookmarks
• Global Support Employee Communications (GSEC)
• Policies and Procedures
• Policies and Procedures Scavenger Hunt
• Case Creation Overview
• Case Taxonomy
• Salesforce Phone Case Creation/Management
• Email, DSC and Chat Case Management
• Slack for Global Support
• Where to Find Resources
• Case Management Practice
• Case Management Assessment
• Omni-Channel Case Management
• GS Expert Genesys Call Handling and Case Routing
• JIRA Bug Management