ECM Flashcards
ECM Information
What does ECM stand for
Enterprise Case Management
What two search criteria can be used to search for a ticket/case
Account Number and Ticket Number
Click here to submit drop issue escalations
Appointment/Field Escalation
A new Xfinity customer is moving and would like to establish service at an address that was blocked due to bad debt, what ticket can be used to assist
Collections Serviceability Hold
What action can be used to cancel an ECM ticket
Cancel Case
Click this icon to access ichats as a fix agent in ECM
Inbox (mailbox symbol)
This section under Cases will display all the tickets that are or have been assigned to you as a fix agent
My Cases
Click here to view just ECM tickets that are open and assigned to you
My Open Cases
The ECM home page shows 3 boxes with a total count of these 3 Important Items, what are they?
Awaiting Info (open tickets), Resolved (resolved tickets), Closed (closed tickets)
Name 4 status’ you can choose from when logging into iChat
Offline, Available, In Work, Break, Lunch, Coaching, Computer Issue, In a Meeting, Unplanned Break, Unresponsive
Enterprise Case Management tickets all begin with what
ECM
To view the all the open tickets for your department you have set in your filter click here
My Group’s Unassigned Cases
Click here to assign an ECM ticket to yourself as a fix agent
Assign To Me
This type of code is required in order to close an ECM case/ticket
Resolution Code
When in an ECM ticket you can click here to view any previous ECM tickets also associated to the customer
Customer Activity/Information or Interactions
