Case Management
These must be present on any case that is to remain open from the point of case creation to closure.
What are tasks?
The amount of time we have to respond to customer emails and remain within SLA.
What is Two business hours?
CID must be opened this often.
What is every day
Cases that have gone idle are cases that haven't been actioned in this amount of time.
What is 3 days+
When you see that another agent has actioned your case, you must do this.
What is regain ownership?
These three actions count as CID case actions.
What are calls, emails and task completions?
This tool prioritizes your cases for you, putting your most distressed cases front and center.
What is CID?
This person is responsible for the customer's experience, beginning to end, on their case.
CID allows you to prioritize your cases by listing these.
What are distressed cases?
Prior to leaving for the day, you must ensure to set this so that customers know you're not currently available.
What is out of office email?
When you're having an issue completing a task or getting an answer to something, it's your duty to do this in a timely manner.
What is escalate?
This must be present and updated after every interaction with the customer. It can be located in the details tab of the case.
What is customer temperature?
Prior to closing an open case, we must ensure that this is confirmed from the customer.
What is "no other issues?"
With CID, cases are no longer actioned directly in the tool itself, but rather in this.
What is salesforce?