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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.
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.