Merge cases policy

We merge cases when a Dx has multiple cases in any status except for OPEN

• TRUE

• FALSE

We merge cases with the same issue category and that are...

• 1 month or more apart

• within 30 days or less apart

• within 7 days or less apart

• no more than 24 hours apart

We must always merge duplicate cases because we want to:

• Stop receiving cases from the same Dx

• Avoid responding to the Dx multiple times

• Ensure an accurate count of unique contacts we receive

• Gather all Dx contacts under a same case number regardless of the issue

Where can we check the Dx's previous related cases during an order

• Delivery tab of the right panel

• In the order's cases tab

• In the knowledge base

• All of the answers are correct

A parent case is usually the case with the most information about why the Dx contacted us

• TRUE

• FALSE

Look at this case

• Merge both cases

• Merge her case with another similar payment issue

• Explain the resolution to the Dx and select the resolution as normal

• Explain the resolution to the Dx and select "Resolved in Separate Case"

A child case is:

• A case that is related to previous contacts for the same issue

• A case whose issue has been already resolved in a previous case

• A case that is related to previous contacts and that is just being resolved

• All of the above

Look at this case and respond

• TRUE

• FALSE

Look at this case and respond

• TRUE

• FALSE

We can not merge API cases with our cases

• TRUE

• FALSE