What icon should you click to start the process of contacting SME Support?

• Chat bubble/Question mark

• Arrow

• Pause

When should I use SME phone vs SME Chat Support?

• You should always use SME phone option if you are on phone and chat if you are in chat.

• The Chat SME option should only be used if there are technical issues or there is an extensive wait time (over 2 min) for SME phone support channel.

• The SME phone is the only option for both channels

• The SME chat is the only option for both channel

Choose the questions are out of scope for SME Support.

• Escalations

• Credit Requests

• eMBG Cases

• Technical Issues

• Questions that are answered within available resources/tools

Choose the details that you add in your notes for the SME

• CSKB Guide Referenced

• Specific Question for the SME

• User ID

• Expectations

• Timeframes

What SME means?

• Support Member Expert

• Subject Matter Expert

• Subject Member Expert

• Support Matter Expert

What are the Communicator steps for contacting SME Support?

a. Wait for the next available SME

b. Select the relevant CCR values

c. Place the customer on hold

d. Click the Chat Support icon (A second window will open)

e. Click “Connect”

f. Add your notes for the SME

g. Ask the customer to hold (current process)

• a-b-c-d-e-f-g

• g-c-d-b-f-e-a

• g-c-a-b-f-e-d

• g-f-d-c-b-a-e