Card name
You use me to document the case and it’s Important to not use any PII and use my template.
Case Note
When the customer inquiry includes needing account information, you need me before you proceed.
Authentication
I provide you a way to help customers with returns and exchanges.
Hardware Order Updated Workflow (HOUW)
Give an example of an empathetic response.
Empathetic response
I provide the knowledge base answers, troubleshooters, and workflows to assist you.
Resolution card
When you follow the steps outlined in an article to resolve an issue.
Troubleshooting
I give you procedural steps to help guide a customer through issues encountered with their product or service.
[Troubleshoot] article
Give an example of managing expectations.
Ownership and managing expectations
When a customer contacts you for a second time about the same issue, you read me.
Interaction History card
When you need a higher tier team to resolve a customer issue with their tools and expertise. Case is transferred to the team.
Escalate
I give you procedural steps to help guide a customer through the setup of a product or feature.
[How to] article
Give an example of a probing question.
Probing questions
Populate me with a CR if you use a Hotkey provided by KB. Personalize before you send.
Email card
I provide customers an opportunity to give you feedback.
CSAT survey
I provide an overview of a product or subject matter without any procedural steps.
[About] article
Give an example of how you could provide educational support.
Complete resolution
You may need to select me manually to categorize a case if you don’t use a DIFM button.
Issue card
When the case is complete, you change my status.
Case state
I explain rules and guidelines, usually within a legal context, that must be followed due to its sensitive nature.
[Policy] article
Give an example of explaining to a customer that you are escalating their case.
Explaining escalation