AWS & Salesforce Call Flow

AWS & Salesforce Call Flow

Objectives

By the end of this course, you will be able to:

Navigate the flow of an incoming call

Learn how to properly authenticate a caller

Document interactions and actions taken

Initiate follow-ups and escalations when needed

Call Flow

Take action on account as needed and confirm

Complete Actions

Send any follow up emails and close the case

Finish

Caller navigates IVR to direct to the correct area and is notified that call is being recorded

Incoming Call

Agent gathers info to locate accounts and assist member

Assist Caller

Document interaction with caller on Salesforce. Include all actions taken.

Document

Authentication

Before sharing account info, verify the account holder by:

Confirm email, full name, and either city & state or ZIP code

For spouses, assistants, or secretaries, obtain verbal authorization from the account holder to add them as an authorized user

Without authorization, do not discuss account details

Document verbal authorization in case notes

Documentation

Document the phone call with:

• Reason for the call/questions asked

• Other accounts or members discussed (w/ member id)

• Actions taken

• Summary of answers

• Promised follow-up and timing
• Unresolved issues and expectations
• For outbound calls, mark the origin as "Outbound."

Follow -Ups

Escalations

&

• If an email follow-up is needed, change the status to "On Hold (Auto Close)"

• Use the base template - MC - US Default (English)

• If escalation is needed:
• Edit the case to change the status to Escalated
• Fill out required fields
• Add a detailed subject line and comments

Wrap Up!

• Familiarize yourself with the call flow process
• Practice authentication and documentation
• Master follow-up and escalation procedures
• Enhance efficiency in customer interactions

Thank You!

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