First Customer Contact
Time frame for initial outreach for standard & premium cases.
What is 2 hours for standard, 1 hour for premium?
According to the guidelines, this should not be the first step in troubleshooting.
What is requesting customer data?
When written communication results in repeated misunderstandings or stalled progress, the next contact should be one of these.
What is a phone call or meeting?
When scheduling a meeting, these two things should be outlined
What is the purpose of the meeting and scheduling options?
If a case is closed due to no response, this many contact attempts are required.
What are three contact attempts?
When available, this is the preferred method for first customer contact.
What is a phone call?
When requesting logs, this method should be used for collection or review.
What is guided support through a call or screen share?
**** SPECIAL QUESTION ****
This principle is described as a shared responsibility and is supported by standards and guidelines applied consistently across all cases.
What is quality?
These are two situations that should be documented after a customer call.
What is customer attends meeting or meeting has to be rescheduled?
When a case is closed due to no response, at least one of these must be included among the contact attempts.
What is a phone call?
These two customer details should be included in the first customer email.
What are the customer's phone number and time zone?
These three items should be documented to enable accurate reproduction of an issue.
What are environment details, steps to reproduce, and observed behavior?
These two things should follow every customer interaction (phone call)
What is a call log and a same day recap email?
Ownership changes and case assists should allow the case to continue without this.
What is restarting the case?
These three fields should accurately document the issue, actions, and outcome.
What are the case subject line, issue description, and resolution fields?