Diagnosis Tier and SFDC Mailbox

Starting August 22nd which email we should always use?

• CARE.AMER.US.ENT.EN.OMS

  / CARE.AMER.US.COMM.EN.OMS

• My Own Email

• [e-mail]

The [e-mail] it's a Global Mailbox and you will no longer see the Country Mailboxes.

• True

• False

•If the customer (internal/external) replies to communication initiated by QIM

Will the customer be able to reach us via e-mail?

• Yes

• No

Answer explanation

By using the [e-mail] Mailbox on an existing open case, the response will flow into the existing open case.

Why is important Good Text usage in every Delta Dispatch Creation?

• Helps our COD investigation to make the right decisions regarding all Incidents

• To avoid CV Team Rejections

• To avoid a DSAT from Sales

Choose the Correct Tier

Scenario#1

Per Sales, there was a miscommunication on the needed GB and a 5050 error between Sales and the customer. The customer wants to reorder with the correct 32GB as the 16GB is not enough and wanted a return for a full refund.

• Have Changed My Mind Have Changed My Mind No Longer Needed / Wanted Return

• Customer Error / Inaccurate Order Request or PO

• Sales Provided Wrong Quote/Config/Product/Solution to Cust/OP

Choose the correct Tier

Scenario#2

The customer made a mistake and sent a PO to the sales team to place orders with Latitudes devices however the customer wants Optiplex. The customer Is requesting a full refund, they already placed the new order with the correct items.

• Customer Error / Inaccurate Order Request or PO

• Have Changed My Mind Have Changed My Mind No Longer Needed / Wanted Return

• Sales Provided Wrong Quote/Config/Product/Solution to Cust/OP