Platinum Features
These are the 2 "types" of cases that exist within Platinum
What are reactive and proactive?
This is the acronym you'll use when leaving case notes
What is IAN(I)?
Interaction
Action Taken
Next Steps
Index Notes
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 situation.
Who is Gabe?
This feature allows you to create a new, proactive case using the same customer information as a reactive case
What is split case?
Take this action when you grab a case with an "out of office" email from a customer/MFR
What is reassign to the rep working on the case?
Sarah's customer calls in and speaks with Kathleen about a defective unit. Sarah is in the office this day. X will have ownership of the case/situation.
Who is Kathleen?
The feature you'll use to log your proactive & personalized examples each month
What is the P&P tag?
If a customers reaches out from a non-Platinum email address, this is the queue it will go to
What is the unassigned queue?
A day shift rep grabs a case from Shelby's customer in the morning. Shelby isn't clocked in yet but will be in at 11, so they respond to get the case started. X will have ownership of the case/situation
Who is Shelby?
BC statuses: Use this status when you are taking PTO and have a definitive return date
What is "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
What is 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
Who is the customer's Platinum rep?
Use this feature when you have a case with another rep's customer and you want to keep the rep in the loop
What is tagging the rep?
Take this action when you grab a case and the customer's assigned Platinum rep is taking PTO
What is 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 the next morning. X will have ownership of the case/situation
Who is Alexa?
This proactive ticket title is used when we are working with a customer to compare our prices vs another supplier they are already purchasing from.
What is invoice?