ECM

Question 1

This is 3 of the 4 primary benefits of ECM.

Answer 1

Increased First Call Resolution(FCR), Decreased Average Handle Time(AHT), Lower customer contact rate through effective deflection, Reduction in rework and workarounds.

Question 2

This provides an overview of team volume and cases in the queue.

Answer 2

Real-time dashboards

Question 3

ECM offers this into key tools like Einstein 360, XM360 and Retail360.

Answer 3

Full integration

Question 4

ECM

Answer 4

Enterprise Case Management

Question 5

This case state identifies the case has been submitted but isn’t currently assigned to a fix agent.

Answer 5

New

Question 6

This case state identifies the case is assigned to a fix agent.

Answer 6

Open

Question 7

This case state identifies the case is on hold waiting for additional information to be provided.

Answer 7

Awaiting Info

Question 8

This case state identifies the case is complete but can be reopened within seven days.

Answer 8

Resolved

Question 9

This case state identifies the case is complete and work is done on this case. The case can’t be reopened.

Answer 9

Closed

Question 10

This case state identifies the case was invalid, no longer necessary or submitted in error.

Answer 10

Canceled

Question 11

This Case resolution code means the case is solved.

Answer 11

Solved (Permanently)

Question 12

This Case resolution code means the case was resolved or closed by the submitter of the case.

Answer 12

Close/Resolved by Originator

Question 13

This Case resolution code means the case was closed by a fix agent due to no response from the submitter.

Answer 13

Closed/No Response from Originator

Question 14

This Case resolution code means the case was closed with the opportunity to add coaching feedback. That feedback is sent to the submitter and their direct leader.

Answer 14

Closed/Coaching

Question 15

ACP

Answer 15

Affordable Connectivity Program

Question 16

These are the 2 different profiles in ECM.

Answer 16

Submitter and Fix agent.

Question 17

This is 3 of the ways you can search as submitter using the search bar.

Answer 17

Name of Ticket Type, Customer Account Number, ECM Ticket Number