Case Management Scenarios Reinforcement

For unassigned support cases, what should be the best path to process disengagement:

• Clarify the desired outcome > Explain our roles as a SEM to set the right expectation > create SME Query to push case assignment > SE assigned and actively working on the case > Ask for disengagement

• Explain our roles as a SEM to set the right expectation > create SME Query to push case assignment > SE assigned and actively working on the case > Wait until the SR is resolved > Ask for disengagement

• Create SME Query to push case assignment > SE assigned and actively working on the case > Explain our roles as a SEM to set the right expectation > Ask for disengagement.

If we get explicit confirmation from the customer, the issue was resolved but internal submitter is unresponsive after first confirmation attempt:

• We still need to follow the 3 strike process as normal before closing the case.

• We don't need to follow the strike process and can close the case.

• We still follow the 3 strike process and proceed to close the case by sending a closing email explaining what was done and stating we have customer's confirmation that the issue has been resolved.

• We don't follow the strike process, proceed to close the case by sending a closing email explaining what was done and stating we have customer's confirmation that the issue has been resolved and attach a proof of this confirmation.

Your peer is OOO for two days so you get the case assigned as a backup. During these two days, how should you proceed with the case handling if your PTA/TM/TL/Trainer/QA provide a guideline?

• Sending updates based on priority notifying updates and wait for the initial case owner.

• For those two days, the SEM will be owner; therefore, actioning the guideline is a MUST while the other SEM is OOO.

• Documented the guideline properly in the case note and wait for your peer to get back and take action.

• Update case notes on a daily basis

Ask a part of TCO, when Teams conversation should be initiated?

• Before sending Ack email, but I am not doing it

• On the first day of case handling. Go away, QA!

• No need to contact via Teams, I don't care!

• Any point during case handling is fine

What is the process for Priority Override?

• Override, that's it! We are swamped!

• Override when the case is on track

• Override when there is a valid reason, document and notify submitter accordingly

The SEM gets caught up in other urgent tasks and projects, and unfortunately, he forgets to update the customer about the delay. The case remains idle for five business days without any communication to the customer. During this time, the customer grows increasingly frustrated due to the lack of updates and starts considering alternative solutions. Is this a CTQ?

• Yes

• No

Annia, our submitter, requests us to reach out to the external customer Freddy to gather further details, when do we need to do it?

• One day after the internal Acknowledgement email was sent.

• The same day when the SEM sends the acknowledgement email

• Do not send any email unless the submitter requests it one more time.

The SEM Jose promised to reach out the submitter Freddy on Monday; nevertheless, he forgot about the agreement and decides to send an email on Tuesday. How should the SEM Jose proceed on Tuesday after missing the agreement?

• Send a normal email on Tuesday, do not mention the missed commitment to avoid customer dissatisfaction and proceed to provide an update.

• Send a normal email on Tuesday, acknowledge the missed commitment by apologizing and proceed to provide an update.

If I need to escalate a case, when do I need to create a SME query?

• Always, do not relay on DFM notes and escalate to provide visibility and verify if the information is accurate based on the customer´s needs.

• It is not needed if the case is moving forward without the GetHelp support