ChannelAdvisor Support: Using ServiceNow to work Support Cases

This course will help you learn how to use ServiceNow as a ChannelAdvisor case-bearing agent in Support.

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Course curriculum

1. Overview
1. Accessing cases in ServiceNow
2. Reading the Case Card in workspace
1. Lists and filters
1. Troubleshooting a case
2. Open a case and review case details
1. Case and e-mail visibility in ChannelAdvisor platform
2. Case categorization and case reason definitions
3. Case action buttons
4. Case states & statuses
5. Case resolution codes
6. Assign, action & propose solution
7. Case lifecycle in ChannelAdvisor
1. Composing effective emails
1. List of Support chat rooms
2. What channels to use in Slack to ask questions
3. Calling Support cases in Slack and etiquette tips
1. Knowledge Check

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