Sam Chandler
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Fine Tuning: Succeeding with SLAs--why, when, and how!
This Fine Tuning session is all about SLAs (aka Service Level Agreements). We'll cover: Part 1: What is an SLA? Part 2: The Business Rule Puzzle Part 3: So you've got SLAs. Great. Now what? Befo...
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Workflow recipe: Using the light agent role for a customer approval workflow
This recipe instructs you on how to make an approver into a light agent based on a sample scenario. The recipe contains the following sections: Sample scenario ...
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Workflow recipe: Manage outages using SLA policies
This workflow example shows how you can leverage features in Zendesk Support to provide valuable services for your important customers. You can use this example as a starting point for managing w...