Summary
In this chapter, we started with an explanation of support life cycle, and then we moved ahead with case management and discussed best practices to streamline customer support. We also discussed the escalation rule, email-to-case. We have also seen how to impose service level agreement into case by using entitlement and service contract. In the end, we discussed knowledge management and live agent. In the next chapter, you will go through and learn how to utilize visual workflow to streamline and optimize your business processes.
