Step 1 of 7
Learn
Before you start
By the end of this lesson you will be able to:
- Understand the lifecycle of a support case.
- Separate the customer's problem from the underlying need.
- Identify missing information.
- Choose an appropriate next action.
- Close a case only when the outcome is documented.
Key idea
RECEIVE→
UNDERSTAND→
INVESTIGATE→
DECIDE→
RESPOND→
DOCUMENT→
FOLLOW UP/CLOSE
Learn
Receive → Understand → Investigate
RECEIVE
Read the full case and context.
UNDERSTAND
Identify what happened, what the customer wants, and the desired outcome.
INVESTIGATE
Check approved systems, history, policy, and knowledge.
Learn
Decide → Respond
DECIDE
Resolve, request information, seek approval, or escalate.
RESPOND
Give a clear answer and realistic next step.
Learn
Document → Follow up/Close
DOCUMENT
Record important facts, actions, promises, and status.
FOLLOW UP/CLOSE
Follow up when required; close according to process.
Practice
What do you need to investigate?
"My package says delivered, but I don't have it."
A reasonable list: order number, delivery date/time, delivery address, carrier information (tracking, delivery photo/signature if available), any prior contacts about this order, and the client's delivered-but-not-received policy.
Practice → Decide
Is this case actually closed?
A ticket is marked "Resolved," but there's no note about what was decided or what the customer was told.
What's the right move?
Apply
Work sample: Ticket Action Plan
Turn the delivered-but-not-received case (or your own case) into a real action plan.
💾 Save your work now. Copy your Action Plan into a Google Doc — that's part of your starter portfolio.
Preview / export
✓ Lesson 2 Processed
Nice work.
You've practiced turning a vague customer message into a real investigation-first action plan — and knowing a case isn't closed until the outcome is documented.