Which playbook case

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Producer: BlackBerry. Ready for dispatch. List price:. Use the case playbook for product support to manage the process for resolving product issues. This playbook can be used by agents who are working on product support cases.

It provides step-by-step assistance to help agents complete the various troubleshooting steps and tasks needed to resolve product issues. The case playbook for product support builds on the Customer Service Management case and is available in Agent Workspace for newly created product support cases.

This playbook appears in the Playbook related list on the Case form. Guides the agent in collecting customer information and performing some initial research about the product issue.

Click Save to save the information and remain on this step. Click Mark Complete to save the information and move to the next step. The information is added to the activity stream on the case, which the customer can see from the web portal. A case is in the Work in progress stage when the agent completes the initial research and begins working on the issue. This Silicon Valley based company is the leader in grid optimization solutions that leverage its patented modular power flow control technology.

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