Weekend Responsibly!
The group chat used during weekend shifts.
Weekend Warriors
The SLA for Fresh Medium and High Priority Cases
30 minutes within acceptance of the case and within 1 hour for High Priority cases.
The action to be taken for potential users interested in accessing the platform or any product/s.
Lead or Lead Generation
The number of hours we are expected in IM (Chats), Phones, and Emails.
3 hours in IM, 2 hours in Phones, and 5 hours on Emails.
The Excel document that is used as a guide for the escalation path.
CIQ+Pro Data Escalation Matrix
The method being followed to grab cases from both queues.
FIFO or First In First Out
The cases that have not been closed ( >30 Days) and not modified in the last 13 days.
Stale Cases
True or False: Tagging the case as Smart Setup is allowed if there is no existing account name for the client's company.
True
The Omni status when you are on Phone coverage.
Available Case Only
Turnaround time for data team escalations.
24 to 48 hours
The number of hours in chats and phones during weekends?
4 hours in IM and 4 Hours Phone shift for the rest of time.
True or False: Case comments are optional and adding yourself as Assisted By is required whenever you handled a case.
False.
The Dashboard where you can see if you have Smart Setup cases.
Proven Practices Dashboard
Name the different Omni Status.
Available, Available Case Only, Available Chat Only, Away, and Offline.
Best practice when the Account Team is unresponsive upon escalation in Salesforce.
Reach out on Teams and Email on Outlook (with the manager copied).
The cases posted for the weekend shifters to monitor, and those with other owners in both queues.
Endorsed and Comeback cases
Cases that can be created, as this is different from the client’s original query. Provide an example of when it is the right or valid time to do this.
Cloned Cases. The client originally had a tech issue, and then asked for a formula.
True or False: Internal communications cases are sent over to the Delete Queue.
False
The action you must do when you connect a phone call to the case.
Click the Assign button in CX. Ensure that the case number is tagged to the phone call.
The queues for our Technical Support Teams.
CIQ Technical Support and CIQ Pro Technical Support
The queues that we monitor during weekend shifts.
CIQ 1st Level Support, SNL Support, and 1st Level Credit Support
The form that we must fill up for product issues. Give an example of when to use this.
Product Support Child Case
The new feature in Salesforce to determine if a similar logged case exists for the same contact with the same features.
Additional Active Cases
Enumerate the targets for coverage visibility.
32 hours (Phones), 60% Chat Availability, 75% Email Response Time
The file that consists of information about support teams, IHS products, and product managers.
CS Support Teams Master List