Case Management

What information should always be included in your case comments?

• Specialist name, why customer is calling

• Name, Verified, Issue, Resolution

• Specialist name, Customer Name, Time of call, Date of call

• Name, Troubleshooting, Last tech visit, Billing Date

What is the case type for an actual break in?

• Actual Break-In

• Alarm event

• Actual Event

• Account Maintenance

_________ is used for any damage done to the customer's home by one of our employees.

• Actual Event

• Disaster case

• Claim Resolution

• Home Damage

Troubleshooting case will automatically populate as you complete troubleshooting for any equipment issue.

• True

• False

Scenario: A smart home professional is required for a communication issue on a sky control panel. Work order was created and scheduled. What is the case status for this case?

• Pending FSP Action

• In Progress

• Pending customer action

• Active

True/False: Previous case comments can only be viewed by case owner.

• True

• False

True or False: A service account can have more than one open cancellation request case

• True

• False

True or False: A case should be created for every interaction with a customer, whether or not they are passcode verified

• True

• False