1.
platform used to make calls
2.
customer support direct phone number
3.
where you go to find communication from sales on the customer's account in SF
4.
where you go in SF to find most sell information (will not show online orders)
5.
where you do in SF to find a list of all past tickets
6.
status for CS case that shows case is being looked into or customer has been called and needs a follow up
7.
status for CS case while on phone with customer or putting notes in about call
8.
status for CS case that needs supervisor assistance or assistance from another department
9.
in SF this is where you assign the case to your name when you start working case
10.
in SF this is status must be filled in before you can move the case between statuses
11.
in SF this is where you would go to find related pictures on your case
12.
before calling a customer you should always check this to ensure you are not calling them earlier than 8am their time
13.
day of the week Technical Support is not open
14.
part of case to see who put in the ticket in case you need to reach out with further questions
15.
timeframe standard for customer outreach on new ticket
16.
you should always have this before calling a customer - even if you have to make it
