
gen cs esc
Alexandra Estrada
Created on October 16, 2024
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Transcript
General CS Escalations
HARD ROCK BET
Slack General CS Escalation
For general escalations, CS agents can now press Escalation Workflow inside #cs-customerservice-escalations in Slack.When using the Escalation Workflow button, please input:- Player email/ID (copy/paste from NATS)- VIP yes/no- Player's State- Fully Authenticated yes/no- Contact Reason Overview (same as in SF)- SalesForce case #- Prior interaction & escalation yes/no- NATS Notes/Actions Taken- Next Steps/Required Support
Hover your mouse over every icon for added info about that entry fields
If answer is no, please explain why the player has not been fully authenticated in the "Next Steps" section
This section is where an agent describes what KAs or resources were used in attempting to remedy a player's concern. Example: If a player has an issue with a player prop bet, you may need to go to ESPN.com to find info for a player's game stats
This field is for a CS agent to explain why they are escalating-- what decision or action needs to be made in order to address the player's case or concern.
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Video Walk-through
Let's check out another navigation video, thanks to our CS agent Aaleeyah Sanchez!