I need a reason?
Case is 24x7 and the customer requested to continue working on the case after the current case owner is outside of shift. Issue is not mitigated.
What is "End of Shift (24x7) continuation requested"
The case was opened as a Professional/Partner entitlement, but the IM+/CSAM updates the entitlement to Premier/Unified.
What is "Misroute - Entitlement"?
Current case owner is unavailable unexpectedly (for example, due to illness) and the case needs to be reassigned.
What is "Out of Office (unplanned)"?
Case requires manager recovery.
What is "Escalation - Manager recovery"?
Case needs to be supported by another technology area.
What is "Misroute - Technical"?
Customer requested after-hours support (for example, the customer is based in the US and needs support at 10pm Pacific).
What is "Time zone - After hours support requested"?
This reason is reserved exclusively for the Customer Service / Tech Router team and will be used to transfer the case when it is first created.
What is "Initial case creation transfer (Tech Router use only)"
There's a resource on my immediate team that can better assist the customer because of subject matter expertise.
What is "More technical depth required"?
Customer requested to be supported during their business hours and the case is currently sitting outside the customer's time zone.
What is "Time zone - Business hours support requested"?
Select this reason when the customer requested support in a different preferred language. This ownership change can occur within time zone or between time zones.
What is "Local language support requested"?
Customer requested to have a new SE assigned to the case. This feedback may be directly to an SE, to the SE Manager, or through an IM+/CSAM/subsidiary point of contact.
What is "New SE assignment (customer requested)"?
The case needs to be assigned/reassigned to make sure initial response goals are met.
What is "To meet metic"?
The case needs to be re-routed due to the way in which the customer selected a support area or how they declared their issue.
What is "Misroute - Customer selection/description"?
Current case owner is going on planned leave (for example, vacation, administrative leave such as training) and must transfer ownership after the customer is made aware.
What is "Out of Office (planned)"?
If there are reasons beyond what is described, select this reason...
What is "Other"?