CritSit Lifespan

How to take ownership of the case?

• Login CMET Online and open "Me" tab

• Open case in DfM and assign to "Me"

• Open case in CritSit portal and assign to "Me"

• None of the above

When case is in Golden Path, what should CSM do?

• Make Introduction call with Customer

• No action is needed from CSM

• Send Introduction email to Customer

• Update CritSit portal

What should we do if Customer does not agree with Call recording?

• Stop Monitoring

• Block Monitoring

• Stop Recording

• Block Recording

When does the case exit the Golden Path?

• Initial Response Time missed

• Life and health threatening risk

• Degraded customer sentiment

• None is wrong.

What is/are the purpose(s) of pathways?

• To reduce workload for CSMs

• To reduce attention to customer's cases

• To ensure highest attention and timely engagement from CMET once needed

• To raise attention from CSAM and IM+

What is a HomeGrown case?

• Case created at A then lowered to B

• Case was created at B or C then raised to A

• Case created at A, lowered to B then raised to A again

• Case created at C

What is Recovery Path (Special Handling)?

• Special Attention (SA) cases that are non-eligible to GP

• Includes M150, UER, SMC, US Federal/ Government

• Will be handled by Senior CSM

• All are correct.

If a case is identified as Special Handling, it will automatically go to Recovery Path and remain there.

• True

• False

If a trigger occurs at any point, what will happen?

• The case will be moved to Golden Path.

• The case will be moved to Recovery Path.

• CSM will be on standby.

• MRT will keep monitoring.

What is the due time for CSM to take ownership of a brand new CritSit?

• 30 minutes

• 15 minutes

• 45 minutes

• 60 minutes