General Housekeeping
When do you cancel a case?
Duplicate cases, client communications where client support is included, and internal communications, where support is cc’ed in the emails.
What is the SLA for new email cases?
30 minutes
What is the initial response time for chat cases?
30 seconds
Time expected to get back to clients when a VM comes in
If you are on Phone Shift, which status should you be on in the Assigner bot?
Emails & Calls
When do you delete a case?
Out-of-office replies, advertisements, newsletters, undeliverables, test cases, mailbox full emails, spam.
What is the SLA for high priority cases?
1 hour
When is chat support available to our clients?
24 hours a day, 7 days a week (and subject to coverage on some public holidays)
Is it okay to be online on Phones and away on chats?
NO. You should only be on one medium (e.g., Phones or chats at any one time).
What do we send to improve the client experience? By doing so, clients will have a case number reference and a point of contact should they have further follow-up queries.
Summary Email
What would you do if a client requires a local language speaker?
Check if anyone is available then you can transfer. If no one is within shift, send the CS Unavailable Language Template
Cases from the 1st level should be sorted by which column?
Last Modified Date/Time
If you need to go to lunch but no one else is online, what do you do?
Message the MS Teams Group to look for someone to go online before you go.
Expected time of logging phone cases on Salesforce
Within 1 hour of origin
When shall you tag a case as High Priority?
If the client mentioned that its urgent.
On a case, where can you find specific instructions such as the following: leave for OCO, callback and time, etc.?
Internal Notes
If you have a complex case (involving a long trail of emails), what do you need to add?
Case Comments
If there’s no response from the client and after following up, how long should you wait before proceeding to close a chat?
10 minutes
Information you should ask clients before entertaining their questions
User Account ID
When assigned a case from the chat bot, should you review the transcript? Why or why not?
Yes, to save time and so the client does not have to repeat their query again.
Where can you find instructions and information cascaded by the RM team such as the following: special user activation instructions, accounts with possible cancellation threats, we should not issue error awards?
Special Alerts
Name a minimum of 3 steps that you should take before escalating a case to another team?
Check KB
Check Salesforce
Check your mentor/teammate
Why is it important to close chats off in a timely manner?
As each associate can only take 3 chats you will prohibit other clients to using chat and if we are maxed on coverage, chat will show “offline”.
You’ve been on the call for a while now and the client is really struggling to understand your instructions to create a chart and taking a while to locate things. What would you suggest to do?
Vidyard
Screenshare
Email with screenshots
What do you need to do, if you need to be away from coverage to attend trainings/meetings?
Enter these into the team shared calendar for transparency.