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WorksheetsUT SME
Total questions: 6
Worksheet time: 4mins
What icon should you click to start the process of contacting SME Support?
Chat bubble/Question mark
Arrow
Pause
When should I use SME phone vs SME Chat Support?
You should always use SME phone option if you are on phone and chat if you are in chat.
The Chat SME option should only be used if there are technical issues or there is an extensive wait time (over 2 min) for SME phone support channel.
The SME phone is the only option for both channels
The SME chat is the only option for both channel
Choose the questions are out of scope for SME Support.
Escalations
Credit Requests
eMBG Cases
Technical Issues
Questions that are answered within available resources/tools
Choose the details that you add in your notes for the SME
CSKB Guide Referenced
Specific Question for the SME
User ID
Expectations
Timeframes
What SME means?
Support Member Expert
Subject Matter Expert
Subject Member Expert
Support Matter Expert
What are the Communicator steps for contacting SME Support?
a. Wait for the next available SME
b. Select the relevant CCR values
c. Place the customer on hold
d. Click the Chat Support icon (A second window will open)
e. Click “Connect”
f. Add your notes for the SME
g. Ask the customer to hold (current process)
a-b-c-d-e-f-g
g-c-d-b-f-e-a
g-c-a-b-f-e-d
g-f-d-c-b-a-e
