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CASE OWNERSHIP

Karen Argolo

Created on July 4, 2023

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Transcript

Case Ownership

Confirm which actions you should take to make sure you comply with the Ownership Guidelines

Start

...regarding an issue that is being handled in another case from another advisor

...regarding a different issue from the one being handled in a different case from another advisor

A customer contacts you

...regarding same issue as the one in a CLOSED case that was handled by another advisor

CASE

CALL

Handle the case as per guidelines, making sure to log the call on the case Was the query Solved? YES: Assign the case to yourself, update it and Solve it. NO: Log the call, update the status to On Hold/Pending, and leave the case with the original owner.

Solve the New case as Duplicate and relate it with the existing one. Handle the query (ie: forward photos to another department, check refund status, book a return, etc) Was the query Solved? YES: Assign the parent case to yourself, update it and Solve it. NO: Write a post with a Summary of the actions taken, update the status to On Hold/Pending, and leave the case with the original owner.

If it is a completely different issue and there is no reference to the subject handled in an existing case, then it is not a Duplicate.

CASE

CALL

If necessary, create a new case for this new issue and handle the case normally.

Handle the case normally.

If it is a completely different issue and there is no reference to the subject handled in an existing case, then it is not a Duplicate.

CASE

CALL

If necessary, create a new case for this new issue and handle the case normally.

Handle the case normally.

Since the case is NEW and we are unable to close it as Duplicate, it will be handled by the new agent taking it.

CASE

CALL

If necessary, create a new case for this new issue and handle the case normally. You can check which actions were taken on the CLOSED case to help you with assisting the customer.

Handle the case normally. You can check which actions were taken on the CLOSED case to help you with assisting the customer.