Embedded Files
How All Tickets Come In:
How All Tickets Come In:
Cases (Emails):
Inbound Cases are created when a customer and/or employee sends an email to one of our customer-facing email addresses or leaves a voicemail.
Outbound Cases are created by the associate and should be created when:
When responding to a reopened case and the nature of the existing Case Type and/or Dependent Case Reason has changed.
When following up with a member after a phone call.
When following up with a member after Live Chat.
Phone Calls:
Phone Calls:
Inbound calls come in through the RingCentral/Salesforce Integration tool and the RingCentral Integration App will ring within your Salesforce Window.
NOTE: You will need to sign in to the queue at the beginning of each shift.
Outbound Calls are made through the click-to-dial feature on the customer's contact record or in the Phone App within Salesforce.
If the customer is calling in from a known phone number, the contact record will open automatically.
Phone Calls are specifically measured based on:
% of Calls Answered - The percentage of total inbound calls that were answered by an associate.
Average Handle Time - The average length of an inbound or outbound call.
Live Chat
Inbound Live Chats come in through a third-party service called Intercom. You'll be assigned specific times to be available to answer questions. NOTE: You will be required to sign in with your name and profile picture during your shift.
Customer Service Queue Overview and Management
Customer Service Queue Overview and Management
This Dashboard is how we manage all of the queues in Service Cloud. View the different inbox definitions below:
This Dashboard is how we manage all of the queues in Service Cloud. View the different inbox definitions below:
Triage Needed - These are new cases that do not have a customer attached to the contact record, a case type set, and/or dependent case reason. Each associate is responsible for attaching the customer record during the triage process. The Dashboard shows the Ready for Triage by Case Origin which is defined by the way the customer contacted AdvisoryCloud.
Currently In Progress - When beginning to work on a case, all Associates must set the Case Status to In Progress. This queue represents the cases that are actively being worked.
Open High Priority - These are the cases that are of the highest priority. When beginning your shift, always pull New High Priority cases first, then begin working on your reopened and new cases.
All Open Cases - Open Cases are cases that are awaiting a response from a Customer Service Associate for both B2C and B2B customers. This will include New, Reopened, and On hold Cases. On the Dashboard, you will be able to view Open Cases by Case Owner (Associate), Case Status, and Priority (Low, Medium, High).
The 3 Queues:
The 3 Queues:
B2B Services = This queue is for all emails from Companies (B2B Customers) - Typically Account Managers will respond to these cases.
B2C Customer Service - This queue is for all emails from advisors (B2C Customers). Member Services Associates are responsible for responding to cases in this queue.
Onboarding = This queue is for all emails from advisors (B2C Customers). Member Services Associates are responsible for responding to cases in this queue based on Case Type and Dependent Case Reason.
Triaging Cases
Triaging Cases
What is “Triaging” Cases?
What is “Triaging” Cases?
Triaging is a term that is used to assign the level of Priority.
New cases that do not have an attached contact record or a case type set are Triaged by the Upwork Team who is an outsourced satellite team that assists Member Services with Triaging - they are responsible for attaching records and setting case types for all inbound cases that come into Service Cloud.
Once the Case Type is set, the Priority will automatically update based on predetermined criteria.
This helps assign the degree of urgency for the case.
What does Triaging have to do with Case Type?
What does Triaging have to do with Case Type?
Triaging is a term that is used for the process of assigning Case Types and the level of Priority - this is critical for identifying the more urgent cases. The priority will automatically update to High if the Case Type selected has been predetermined as High Priority.
Case Type and Dependent Case Reason Overview
Case Type and Dependent Case Reason Overview
Case Types can be considered the parent nature of the case. This should represent the high level nature of the case and is used to filter reporting within other departments.
Dependent Case Reason is the secondary nature of the case. This should represent the reason closest to the specific reason the customer is emailing in.
Only Dependent Case Reasons that are relevant to the specific Case Type selected will show up.
You cannot select a Dependent Case Reason without having a Case Type.
IMPORTANT: Set the case type and reason to adequately measure the turnaround times so you can make appropriate and swift decisions to improve the Customer Experience, and assist in gathering accurate data to help drive the company forward.
For a list of Case Types and Case Type Reasons, click: HERE
Page updated
Report abuse