MIM/Escalated Cases Flashcards
What Cases can NOT be proposed for a Major Case Candidate? (2)
Any case can be proposed as Major Case Candidate, except:
- Cases in the Resolved/Closed/Cancelled state
- Cases already related to a parent case
Major Issue Management uses which one of the following capabilities?
A. Governance Risk and Control
B. Targeted Communications
C. Asset management
D. Record producers
Targeted Communications
What is the difference between a Major issue and an Escalated Case?
Major case
- for specific issues that impacts customers
- not associated with accounts, contacts, or consumers
Escalated Case
- increases attention about a customer issue
- facilitates communication about that issue
- provides a way to track progress toward a resolution
What records can be escalated?
- Case
- Account
What is used by Major Issue Management to create child cases for a major case?
Recipients lists
Who can propose a Major Case?
Major issue manager
- [add role here]
Customer Service Agent
- sn_customerservice_agent
What records can be escalated? (2)
- Case
- Account
What types of escalation templates can be created? (2)
- Case
- Account
Which tables are included with the Case and Account escalation feature?
Escalation Templates
[sn_customerservice_escalation_template]
Escalations
[sn_customerservice_escalation]
Escalation Severities
[sn_customerservice_escalation_severity]
How are affected customers identified in Major Issue Management?
By creating a Recipients List of Accounts or Consumers and attaching it to the major case
(created by using the Targeted Communications application)