Case Handling

Select the tools that we use to take cases

• Customer specifics

• CRM

• CCW

• AWB (Minerva)

Leaving daily notes on the case is a must

• True

• False

Select 2 components of the First Meaningful response

• Summary

• Template for request

• Internal contacts

• ETA

Every segment has a dashboard and we must take cases only from our specific team's dashboard

• True

• False

We cannot contact cross functional teams using AWB

• True

• False

We must update the customer every 24 hours unless we have advised them something different

• True

• False

We must always add the SO# in the subject line

• True

• False

We do not have to add a article on every case

• True

• False

When we first assigned a case to our names we need to make sure that there are no duplicates

• True

• False

We must always send a closure email with the survey disclaimer before closing a case

• True

• False