Briefcase Basics
This is what stores and organizes the customer's contact information and a group of tickets
A case
The button you will click to start a case when on a call
The 'create case' button
Use this ticket title if a customer asks about a charge on their credit card
Tax/payments
Use this flag when emailing a customer to ask for their preferred resolution
Waiting on customer
This feature allows you to create a new, proactive case using the same customer information as a reactive case
Split case
The specific question or concern we are addressing for the customer
A ticket
This information will be added to a case after every interaction
A case note
Use this ticket title if a customer chats in about broken plates that arrived on a FedEx ground shipment
Carrier related - ground
Use this flag when entering a request through the FedEx hub and waiting to hear an update
Waiting on carrier
If a non-Platinum email address emails your alias, this is the queue it will go to
Unassigned queue
These connect information to the case (order numbers, item numbers, POs, etc)
Tags
The amount of item numbers you are required to tag if there are multiple items the ticket is related to
3
Use this ticket title if you receive an auto-reply email from a customer's shipping confirmation email
Attempted contact
Use this flag when reaching out to the manufacturer for an update on a DS order
Waiting on Manufacturer
Click on this button on a proactive case to track if your pitch was successful
'KPI Met' checkbox
These 2 things must be entered on a case if it is not being closed right away
A flag and a follow up time
The amount of tickets you would need for a customer asking a product question and reporting a damaged item
2
Use this ticket title if a customer asks about the stock of an item before placing an order
Pre-order shipping question
Use this flag when reaching out to Product Specialists for more information about an item
Waiting on internal
Use this feature when you need to send a case to another department within BC
Transfer case
The 2 places that you can add a tag
The case and the ticket
This color of follow-up time means you are due to take action within the next 24 hours
Orange/yellow
Use this ticket title if a customer reports they received the wrong item on a DS order
Other inquiries
Use this flag when waiting to hear back from a customer but you don't want the case to go inactive
Monitoring
BC statuses: Use this status when you are taking PTO and have a definitive return date
'Not accepting new cases until xx'