Do
What is explore?
The Explore step of IDEAL continues the collaboration with the customer to gain agreement on the best solution.
What is Act?
Implement the proposed solution to help the customer while having a damage control plan.
What is clean up damage control?
If they had to download temporary files, once the issue is resolved, the customer can delete those files from their system.
What do you use the customer cases for in the case pop?
-Use the Customer Question/Topic to identify the reason the customer has contacted you.
-Review the list of previous Cases.
-Select Create New Case if the customer's issue does not match a previous Case.
-Select Open Selected Case if no Cases match the customer's issue.
What are some best practices and tips for writing case notes?
-Use natural language and complete thoughts throughout the case notes.
-Do not use bullet points, just use line breaks.
-After each interaction, you must close your case.
-Create a case for each contact you receive. However, don't create a case for misrouted contact that you transferred and didn't provide assistance.
-Add the STAR note format to the case notes field when you escalate. Once complete, close the case with Origin as Phone.
What does respecting the customer mean?
adapting your communication to their knowledge and skills, and working efficiently so as to respect their time.
What are examples of a damage control plan?
-Transactions: When deleting any transaction, be sure to print first or otherwise capture all of the details in case it needs to be re-entered later.
-Reporting: Be sure to make a note of any custom reports you are working with or save a copy. You might need to recreate them or use them for reference later.
-Desktop Products: If any significant changes are being made in a desktop product, be sure to first make a backup.
What is a case pop?
Generated in SF when a customer contacts us. It contains information about the customer and their previous cases.
What do you use Search for more data for?
If the information populated in the Case Pop is not correct, select Search for more data for a new search using: Case number, Company ID COID, CAN, Contact Name, Email, License Number
What is Intuit Assist used for and where is it located?
It is located in the Guidance Tab in Salesforce and it summarizes notes for the call. You can edit the notes and have them post into your case notes in the case.
What does Active Listening mean?
To actively listen, pay attention to the words and tone that the customer uses, and then ask questions accordingly. This shows empathy, and is the foundation of effective communication.
What is Look Back?
Review the case with the customer and ensuring they understand the steps taken to get to that resolution to avoid re-occurrence
What is some information you will find in a case pop?
Contact, customer question/topic, customer cases, open selected cases, create a new case, search for more data
What do you do if the contact or account information is incorrect in the case pop?
You edit the information by clicking on the edit button (pencil icon) then click Save at the bottom.
Should you close every case?
No
What should you do after you have explored possible solutions?
Present them and talk them over with the customer.
-If there is more than one possible solution, describe the options to the customer
-Use your knowledge and expertise to recommend the best option for the customer
-Discuss it further with the customer to make sure that the solution works for them, or if they want to go in another direction
Why is it important to Paraphrase?
You make sure the customer knows the steps taken to get to the resolution and makes sure the customer understands those steps.
What do you use the customer information in the case pop for?
Greet your customer and to Confirm the correct customer details have populated in the top screen.
What should your case notes include?
Case notes are used to record all interactions with the customer. The notes should include a summary of:
-The contact and the customer issue
-The steps taken to resolve the issue
-The resources that were referred
-The resolution
When do you close a case?
If you and the customer agree the issue is resolved.
When is the Explore step finished?
When you and the customer agree on the proposed solution.
How can you forward resources?
Use the email function in SF to send articles or other self-help resources that you used to the customer. This way the customer has a reference in case the problem occurs again.
Why is good case documentation important?
It helps the next Expert understand what was done previously and troubleshoot the issue. This is especially helpful when a customer's problem can't be fixed during their first contact, and they need to reach out for support again.
What does STAR stand for?
Situation
Trouble
Action
Resolution
When would you leave a case open?
-The issue is not resolved and the contact ends.
-The issue is not resolved and the customer is transferred to another group to resolve the issue.
-The Case is to be escalated to a back-end team in Salesforce.
-The Case has been added to an Investigation (INV).
-The customer contact was disconnected and you cannot reach them when you contact them.
-You have set up a Scheduled Callback with your customer.