Managing cases well is one of the most direct ways a team member contributes to client satisfaction and team efficiency. This course covers how Intrigue’s case queue system works, how to move a case through its full lifecycle, and what consistent, professional case management looks like in practice.
Whether you are picking up your first case or refining habits you have already built, this course gives you the process, the context, and the standards to handle cases with confidence — regardless of which queue you work from.
Target audiences
- Internal team members managing or completing queue cases
- Team members new to the Intrigue case queue workflow
Features
- Consolidated process applicable across all internal team queues
- Covers the full case lifecycle from triage to close
- Reflects current Intrigue queue standards and best practices
Requirements
- Access to Salesforce and your team’s case queue
- Access to the tools and systems required for your team’s case work
FAQs
This course is recommended before you begin managing cases independently. It covers the standards and process expectations the whole team works to, so completing it first will help you avoid common mistakes.
Yes. Even experienced team members benefit from a structured review of the process, particularly around closing cases correctly and logging time accurately — two areas where gaps tend to develop over time.
Yes. While examples reference design queues for illustration, the workflow and standards covered apply across all internal team queues at Intrigue.
Curriculum
- 1 Section
- 3 Lessons
- 3 Days
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- Case Queue Management6
Instructor
Free
