Lesson 11: Managing Cases, Downloadable Version
- By Justin Davis
- Published Jul 9, 2014 by Pearson IT Certification. Part of the LiveLessons series.
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Description
- 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.
