MIM/Escalated Cases Flashcards

1
Q

What Cases can NOT be proposed for a Major Case Candidate? (2)

A

Any case can be proposed as Major Case Candidate, except:

  • Cases in the Resolved/Closed/Cancelled state
  • Cases already related to a parent case
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2
Q

Major Issue Management uses which one of the following capabilities?

A. Governance Risk and Control
B. Targeted Communications
C. Asset management
D. Record producers

A

Targeted Communications

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3
Q

What is the difference between a Major issue and an Escalated Case?

A

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
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4
Q

What records can be escalated?

A
  • Case
  • Account
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5
Q

What is used by Major Issue Management to create child cases for a major case?

A

Recipients lists

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6
Q

Who can propose a Major Case?

A

Major issue manager
- [add role here]

Customer Service Agent
- sn_customerservice_agent

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7
Q

What records can be escalated? (2)

A
  • Case
  • Account
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8
Q

What types of escalation templates can be created? (2)

A
  • Case
  • Account
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9
Q

Which tables are included with the Case and Account escalation feature?

A

Escalation Templates
[sn_customerservice_escalation_template]

Escalations
[sn_customerservice_escalation]

Escalation Severities
[sn_customerservice_escalation_severity]

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10
Q

How are affected customers identified in Major Issue Management?

A

By creating a Recipients List of Accounts or Consumers and attaching it to the major case

(created by using the Targeted Communications application)

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11
Q
A
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