Tag: Amcom Mobile Connect
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Auto-Routing Blackboard Tickets to Tier-1
One of the benefits of having a talented University Service Desk is that administrative tasks that have been handled at Tier-2 in the past can now be resolved at Tier-1 (the front door) through proper training and a focus on knowledge-centered support (KCS). Previously, the Blackboard (Bb) team has always maintained a listserv where users…