Follow-up Process

In the case where the customer did not answer, how many follow-ups must be done before closing the ticket?

• 4

• 2

• 3

If the customer answers at the first, second, or third attempt, should the process of follow-up be restarted and start again?

• True

• False

What are the official and mandatory channels to contact the customer on the first attempt?

• Email

• Phone call

• Google Chat

• Work notes

The Phone call is mandatory only in the first attempt

• True

• False

If the customer is out of the office what would you do with the opened INC or REQ?

• Set the ticket status to ‘On Hold’-Awaiting Caller’ and “Reactivation Date’ one business day after the user's return.

• Close the ticket with a note that specifies why the ticket is being closed and provide the links or phone numbers for the customer to contact us back once he/she is back.

• Follow the 3 strike rule process and close the ticket on the fourth day as usual.