Enter Service Procedures

Wildcard

100

True or False: It is ok to provide customer info, SOP or delivery instructions to any contact as long as they work at the company they are inquiring about.

False: If the information, SOP, or DI request comes from a contact at the company that is not in our records, team members must forward the inquiry to the contact we have on record and ask for their written approval to provide the requested information or make the necessary update. 

If the information, SOP, or DI request comes from a contact at the company that is not in our records and the current contact is no longer with the company, team members must ask the requester to confirm the current address, contact name and email on file in writing before proceeding.

200

These types of calls are not recorded in Genesys.

Incoming Direct calls

300

People who are authorized to view and listen to Genesys and Pendo recordings, Name 3

• May be viewed by the senior leadership team (VPs, Directors, Associate Directors), managers and assistant managers.
• May be viewed by the Quality Analyst as part of a quality review of the case interaction.
• May be shared with the team member involved at their request.
• May be evaluated by the Training Team to identify gaps or opportunities for additional training content or resources.
• May be used to identify possible challenges in workflows and processes.

400

These are the steps taken if a customer emails personal or sensitive issue though a SF case.(ie. BOI filing report, Credit card number, sensitive customer like SSN)

team members must request removal of the documents from the SF case by following the process outlined in How To: Remove Attachments from Salesforce.

• Once the service manager has confirmed the document(s) are successfully removed, team members must notify the customer that the personal information was removed from our records. 

500

If team members receive a phone call from a customer assigned to a different team, segment, group, or product, they must handle the request through to completion with the below exceptions:

• If the call requires an order, team members must create a case and reassign or hand off as appropriate.
  • However, phone calls with urgent order requests must NOT be reassigned or handed off. Urgent requests must be handled by the receiving team member, regardless of segment or team assignment. 
• If the call requires a product/service that the receiving team member cannot support, they must create a case and reassign or hand off as appropriate.
• A warm handoff must be attempted prior to creating a case and handing it off to the appropriate service team.

Miscellaneous

100

 When handing a case off to another team, these steps must be followed

• Cases must be assigned to a valid CST and contact prior to handoff and must not be left as “Pending Unknown”.
  • Refer to Essential Service Policy: Assigning Account and Contact Records for additional details.
• Case handoffs must follow the response times per segment outlined in Essential Service Policy: Responsiveness to Customers.
• Team members must include all relevant attachments when creating a handoff case. 

200

Cases must be handed off when transferring work to or from the following teams: Name 2

• Billing and Support teams
  • CT Owned Collections (CTOC) Team 
  • Electronic Billing Team
  • Rep Services Team 
• Corporate Staffing Team 
• Customer Success Team 1
• Entity Managed Services (EMS) Team 
• Extended Hours Team, when receiving new cases from ARMS or Onboarding teams
• Managed Service Operations Team

300

True or False: Cases are sent to SWAT using a handoff.

False: 

• Cases that meet the criteria to be sent to SWAT must not be handed off. These cases follow a special process requiring submission via the SWAT Form in Salesforce. 

400

All communications that are received either by mail or via email must be forwarded to the Communications Team for handling within this time frame

24 hours, ideally same business day. If the communication is received via mail, UPS overnight delivery must be used to forward the communication. 

500

This is what TM's do if Team member is notified that the entity C T Corporation System is no longer in good standing in a given jurisdiction. 

Team members must attempt to verify the information on a state website and immediately report the situation to their service manager, providing as much information as possible. 

Random

100

This is how often TMs must check their junk email folder daily

A minimum of once daily

200

True or False: It is approved to send screenshots of customer info from the Delaware Branch Office Acces as long as the customer is properly identified.

False: 

• Team members must never send a customer visual screenshots, including using the Snipping Tool, from the Delaware Branch Office Access website.
  • Team members must either rekey or copy/paste entity information when sending to a customer.

300

Team members must inform the customer that CT WILL NOT file formation documents, reinstatement documents, or a change of agent for a Wyoming domestic entity without receiving one of these two forms

A completed WY Recordkeeping Form or the completed and signed Notice of Entity Election Form. There are no exceptions.

400

These are actions are approved to impersonate in CT Advantage and MyCT. Name 2

• Walking a customer through how to utilize CTA (building an order, using Filing Manager, pulling invoices, etc.).
• Pulling multiple invoices for a customer (C record) or account (CST).
• BOI Dashboard Status Report only for the customer.
• Preparing documents for a customer and order building.

500

Name 2 scenarios in which your Service Team Leader should reach out to FCC Legal

Customer request for explanation of why CT made (or allegedly made) an error

Escalate to SOP Support4 and copy RSA1

Escalate to FCC Legal2

A process issue likely to have a significant customer impact

Escalate to SOP Support4 and copy RSA1

Escalate to CLS Support Center5 and copy FCC Legal2

A system issue, outage or bug likely to have a significant customer impact

Escalate to CLS Support Center5

Escalate to FCC Legal2

and copy SOP Support4 and RSA1

Threat of legal action against CT

Escalate to RSA1

Escalate to FCC Legal2

March 2026 Wolters Kluwer Confidential

Allegation of wrongdoing or breach of contract by CT

Escalate to RSA1

Escalate to FCC Legal2

Demand letter sent to, or SOP served on, CT

Escalate to SOP Support4 to be processed

Escalate to FCC Legal2

Any communication from an attorney other than in their role as a customer

Escalate to RSA1

Escalate to FCC Legal2

Customer request for refund or disputed invoice that involves an attorney, threatens legal action or is based on an allegation of wrongdoing by CT

Escalate to FCC Legal2

Changes requested to CT terms and conditions

Submit via a Legal Agreement3

Customer request for CT to sign or accept any document or click-through

Submit via a Legal Agreement3

Customer request for CT to complete questionnaire (paper or online)

Submit via a Legal Agreement

Need to engage a partner

Submit request to FCC Legal