Definition
Resolution evidence is the concise record that shows what action addressed a customer’s issue and how the outcome was confirmed. It may include a relevant reply, troubleshooting step, order update, or customer confirmation.
Why It Matters
Clear resolution evidence helps support teams review conversations, maintain consistent service, and avoid repeating work. It also gives managers a practical basis for coaching and process improvement without relying on memory alone.
Real-Life Use Case
A SaaS support agent helps a customer regain access by guiding them through an account-setting change. The agent records the step taken and the customer’s confirmation that access has been restored, giving the team a clear reference if the customer contacts support again.
FAQs
What should resolution evidence include?
It should briefly state the customer’s issue, the action taken, and the indication that the issue was resolved or moved to the next step.
Is resolution evidence the same as a full chat transcript?
No. A transcript preserves the whole conversation, while resolution evidence summarizes the details most relevant to the outcome.
Who should create resolution evidence?
The handling agent can record it during or after the interaction, using the team’s preferred support process.
How can teams use resolution evidence?
Teams can use it to review support quality, identify recurring fixes, and give future agents useful context when a related question returns.