Handoffs & Reassignments
Prior to a reassignment or handoff, cases must be assigned a valid __________ and contact record.
What is CST
At the end of the working day, Team Members must do this in Genesys
What is change status to "Log Out" and completely log out of Genesys.
Large Corp teams Must respond to the customer's initial request and send a follow-up emails within this timeframe.
What is 1 hour.
When a case is pending action from a team member a case should be set to this status.
What is STM pending
True or False: The case escalation flag should be manually cleared when reassigning if the initial email is from the customer.
False: The Case Escalation Flag must NOT be manually cleared when reassigning if the initial email is from a customer. It may be cleared with an email reply to the customer.
When a Team member is on PTO, they should set their status to this in Genesys, not "Log out"
What is Out of Office
True or False, it is ok the email yourself or another team member toclear an escalation flag
False: Team Member should not email themselves or another Team Member to clear the escalation flag on a case.
This is the only person who should merge cases to prevent merging errors.
Only the owner of the primary (master) case should merge these cases to prevent merging errors.
This is why service teams must use individual names for C records and MUST not create C records using generic terms such as "Legal Counsel" or "President"
What is to comply with the OFAC Sanctions Compliance Policy
Which two Genesys statuses require Manager Approval?
"Available" -when Team Member is at their desk but not taking calls from the queue. Team Member will still receive direct calls. This status is generally only used for newer Team Members.
"Busy" -when Team Member does not want to be interrupted by a queue call or a direct call (e.g., large order to create, mail to send, documents to complete or scan/fax, etc.). This status should be used sparingly.
True or false: It doesn't matter how long it takes you to reassign a case, as long as you do it before your team's required response time.
False. Case reassignment and case handoff must also follow the owning segment's prescribed response times
Name two instances in which we would delete a case
The following non-customer related cases assigned to Team Members in Salesforce.com must be deleted rather than closed:
Name four teams that require handoffs(Hint: there are ten total)
When is the only time a team member's Omni status should be "Offline"
What is at the end of the workday
When is it ok the manually clear an escalation flag?
Case escalation flags should not be manually cleared unless the email isn’t from a customer or a response from the Team Member is not required (e.g., unacknowledged SOP email, web order alerts, undeliverable SOP notifications, undeliverable mail, mail delivered to the lockbox).
When an email request is received in an existing case that is completely unrelated to the case, the team member should do this.
When this occurs, a new case must be created by way of cloning.
Name three teams(other than Transactional Corporate teams) we can reassign cases to.
BL CLiC Team, BLMS Hub Team , Entity Compliance Managed Services (ECMS) Teams, Global Entity Management Team , Onboarding Implementation Teams, Service Solutions Teams ,Transactional Corporate and UCC Teams
This is the status you set in Omni at the end of the workday.
What is Offline.
What is the required response time for the MAM team?
What is 30 minutes
For Order Request Types, Cases should remain open until when?
Cases should remain open until the order is invoiced.