Platinum Features
These are the 2 "types" of cases that exist within Platinum
Reactive and proactive
Take this action when you grab a case with a customer's response between another department, like Custom Quotes
Forward the email to that department
Olivia's customer chats in. She is away on Switchboard so they speak with Gabe about cancelling a DS item. X will have ownership of the case/situation
Gabe
This feature allows you to create a new, proactive case using the same customer information as a reactive case
Split case
Take this action when you grab a case with an "out of office" email from a customer/MFR
Reassign to the rep working on the case
Sarah's customer calls in and speaks with Kathleen about a defective unit. X will have ownership of the case/situation
Kathleen
Use this feature when you need to send a case to another department within BC
Transfer case
If a non-Platinum email address emails your alias, this is the queue it will go to
Unassigned queue
An early shift rep grabs a case from Shelby's customer in the morning. Shelby isn't clocked in yet but will be later today, so they respond to get the case started. X will have ownership of the case/situation
Shelby
BC statuses: Use this status when you are taking PTO and have a definitive return date
"Not accepting new cases until xx"
Take this action when you grab a case and the customer's assigned Platinum rep is in the office
Reassign to the rep
A Platinum customer calls in at 7 AM about missing items. CS takes the call and a trace is started. X will have ownership of the case/situation
The customer's Platinum rep
Use this feature when you have a case with another rep's customer that requires follow up so they are kept in the loop
Tagging the rep
Take this action when you grab a case and the customer's assigned Platinum rep is taking PTO
Take full ownership
Shauna grabs a case at 7 PM for Alexa's customer and responds to get the case started. Alexa will be in at 9 AM the next morning. X will have ownership of the case/situation
Alexa
This ticket flag is used for cases when we are following up on something and want to provide a higher level of service for the customer
Monitoring