Embedded Files
Closing a Case Within a 5Day Working Cycle
Closing a Case Within a 5Day Working Cycle
What is a 5D Working Cycle
How do we close a case?
For Unresponsive Students
Closing Cases Checklist
Closing Cases Checklist
Original Title Line
Full, Appropriate Categorization (Product / Service, Topic, Sub-Topic)
Resolution Box Filled
Applicable KB Article Attached
Supporting Information Notes
Case Progress Notes (1st Outreach / 2nd Outreach / Closing Email)
Phone Calls Logged (Phone Call logs + Links to Conversations)
Knowledge Base Articles
Knowledge Base Articles
Skills & Smarts
Internal vs External
How to Locate RELEVANT KB Articles
How to Submit Feedback
We use these to FIND instructions
Internal Published KB Articles
We CAN’T share its links
Not listed in the Help Center
We use these to SHARE instructions
External Published KB Articles
We CAN share its links
Listed in the Help Center
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