Case Anatomy
What information can be found in the case feed?
A. Policy limits and deductibles
B. Agent notes, call logs, and emails
C. Client survey scores
D. Client contact information
B. Agent notes, call logs, and emails
What does Case Intent mean in Salesforce?
A. The urgency level assigned to a case
B. How the case is categorized based on the request
C. The team responsible for working on the case
D. The current status of the case
B. How the case is categorized based on the request
What does First Touch Resolution (FTR) mean?
A. Resolving the case within 24 hours
B. Resolving the request in one interaction
C. Closing the case after a week of receiving
D. Escalating the case immediately
B. Resolving the request in one interaction
Who is authorized to request policy changes and cancellations?
A. Any household member
B. Service agents
C. Named Insured
D. Sales Agents
C. Named Insured
What does CSAT measure?
A. Likelihood to recommend Goosehead
B. Speed of case resolution
C. Client satisfaction with service
D. Agent Productivity
C. Client satisfaction with service