Home > Store

Lesson 11: Managing Cases, Downloadable Version

Lesson 11: Managing Cases, Downloadable Version

Downloadable Video

  • Your Price: $17.99
  • About this video
  • Accessible from your Account page after purchase. Requires the free QuickTime Player software.

    Videos can be viewed on: Windows 8, Windows XP, Vista, 7, and all versions of Macintosh OS X including the iPad, and other platforms that support the industry standard h.264 video codec.

Additional sample videos, individual lessons and other formats are available here.

Register your product to gain access to bonus material or receive a coupon.


  • Copyright 2015
  • Edition: 1st
  • Downloadable Video
  • ISBN-10: 0-13-383197-3
  • ISBN-13: 978-0-13-383197-9

Lesson 11: Managing Cases

This set of videos discusses the role of Cases and the various setup options for a customer or technical support team. Administrators will learn how to create and assign a console, create assignment and escalation rules, implement Solutions, create a case submission form via a web page or through email, setup entitlement management, install CTI integration and assign case teams.


Submit Errata

More Information

Unlimited one-month access with your purchase
Free Safari Membership