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Life of a Case

Aleah Higginbotham

Created on February 22, 2023

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Transcript

The life of a case:

Make sure to click on 'More' to see additional details!

From start to finish

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Customer contacts us and a Case is generated in Salesforce

step 1

step 1

step 4

step 2

step 3

Case is placed in the appropriate status , merged with an existing case or escalated to the next Tier

Relevant troubleshooting and customer communication is done and logged in the Case

Agent is auto-routed the Case based on presence status and claims it

Duis autem vel eum iriure dolor in hendrerit in

+info

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Case Creation

Customers can generate support cases from various sources.

  • Inbound calls/voicemails
  • Emails to support@remotelock.com
  • Web request form from support.remotelock.com
  • Contact forms from Stonly troubleshooting guides

All these case types are created and assigned to Tier 1 in Salesforce.