General Housekeeping
When do you cancel a case?
When it's a follow-up
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
When do you delete a case?
Spam or duplicate cases
What is the SLA for high priority cases?
1 hour
When is chat support available to our clients?
24 hours a day, 5 days a week with the exception of some public holidays.
When is phone support available to our clients?
24 hours a day, 7 days a week
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
What is our SLA for non-high priority cases?
2 hours
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
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
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