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5.1.0
Yokohama, Xanadu, Washington DC, Vancouver
Use the Case Playbook for Product Support to guide customer service agents through the steps that are required to resolve product issues. The product support playbook provides a guided experience to help agents complete the various troubleshooting steps and tasks needed to resolve a product issue.
- Agent Experience
- Case playbook to guide agents in resolving product issues
The Case Playbook For Product Support v5.1 release includes the following enhancements:
- Added support for the Email tab in the Activity Stream.
- Support for the email templates on Process Page templates and variants in the contextual side panel.
- Support for customization of the start and end states of the approval flow.
- Required plugins and products
- Customer Service (com.sn_customerservice)
- Store Dependencies
- Playbooks for Customer Service Management (sn_csm_playbook)