About This Course

This course provides Learner Support Agents with the knowledge and tools to manage e-SHE support cases in eLIS effectively. You will learn how to search and share knowledge articles, use email templates for consistent replies, and understand case statuses. The course also covers assigning new cases, working from the General Queue, creating new cases, and knowing when and how to escalate issues to University or ASU support teams. By the end, you will be able to respond to e-Learners quickly, collaborate effectively with your team, and ensure every case reaches the right place for resolution.