Anatomy of Columbo
Go to Resolving a case
Go to Resolving a case
Housekeeping best practice: Name 1 thing you should check for within your case before moving to resolve a case.
Case is up to date with the latest contact efforts
Worklog is up to date with all email communications and pertinent information from your investigation are included into the worklog or as an attachment (esp., in CA & Tech cases)
What is the official name for the 'Consent' process?
Customer Approval
Pick up the phone and follow up the call with an email.
What is the quarterly XM goal for ECR?
1 activation per quarter
Where can you find or update Next Actions, Backdate, SR Ticket Correction requests?
Case Actions
When should "other" be used?
When you have been unable to find suitable options in the respective categories and keyword searches.
This option should be used infrequently.
If you determine that the case is not really a consent issue but is flagged as a true consent, can you have the Consent issue removed?
No. We must investigate and respond.
Bonus: what would be the disposition you would select, in this case?
If you are marked incomplete for signals being out of spec during the review process though the signals were within spec at the time you resolved it, can you dispute the incomplete?
Yes. As long as the signals were within spec and the screenshot attached to the case/ticket, prior to the review process, the case should be placed into PENDING ON not marked Incomplete.
Ticket Success Remember: update nothing on the case!
Which case type formally has a 2 hours initial contact time?
Executives
Where can you find the associated primary/additional issue details?
Worklog or listed under "Reported Issues" tab
When selecting your drop downs, it is best to first do what?
Review the options available in the category in how the case was created
Example: if created as "programming" see first the options listed under "programming".
What are the 3 Consent Dispositions
Confirmed consent
Cannot Confirm Consent
Ticket Opened in Error
Go to Anatomy of Columbo
Go to Anatomy of Columbo
What is the initial contact goal?
95% or better (5% room for error)
If you are assigned a Dual/Task but are not the primary holder, where would you find the record?
Under "Dual Issues Assigned to Me"
These tickets do not appear in your general ticket queue.
Go to Consent
Go to Consent
Name 2 requirements for true Customer Approval cases
Consent screenshots
A disposition has to be selected (Confirmed Consent, Cannot Confirm Consent, or Ticket opened in Error)
A "non - regulatory" response draft
"Disputed amount"
CA drop down selections for cases found to be TRUE Consent
What are the primary requirements needed to resolve a technical case?
Attached screenshot (region screenshot)
AND
Signals within Specification
Go to Technical
Go to Technical
Go to "ECR Goals/Metrics"
Go to "ECR Goals/Metrics"
Name 3 details that should be included into the cause and resolution details.
Date (xx/xx/xx or written out),
Amounts (with dollars and cents),
Date you last spoke with the customer,
Information "based on company record",
No company jargon/abbreviations,
full sentences/grammar.
How can you identify a TRUE Consent case?
It will either say yes or no under the issue that is flagged "consent".
Yes, means a true Consent and all CA processes then applies.
What are the 4 Corporate approved tools?
National Watchtower
E360
PHT
Scout (not mobile)
What is our metric for "Resolve" time?
85%> (15% room for error)