Assign a Case to a Customer Advocate - Previous Case Closed

Topics:

• How to assign a case, ticket to a Customer Advocate in SalesLogix, SLX
• Customer needs assistance with product after a case was closed for another product
• Customer calling back, same issue and closed case
• Customer calling back, different product issue and closed case
• Verbiage suggestions for interaction referral to Customer Advocate
• What is the time frame for a Customer Advocate to call a customer back regarding a new case?

Answer:

If an Advocate Case is closed, and a customer is calling for assistance or requesting original advocate, follow the guidelines below:

• Within 30 days of closing, same unit, same issue:
  • Closing advocate will handle.
• After 30 days of closing:
  • Another advocate may handle, unless the customer has reached out to the previous Customer Advocate directly via phone or email.
    • Create new advocate ticket.
    • Email ticket to [email protected].
      • If you are a Customer Advocate, and your customer reached out to you to reopen a case, create the case and send it to [email protected] with your name in the subject line.
    • Reassure the customer, Sub-Zero and Wolf will work to a satisfactory resolution.
    • Customer Advocate Group will assign the case.
• Case closed, different unit has issue:
  • An advocate may not be needed.
    • Troubleshoot.
    • Reassure the customer you can assist or get him to someone who can.
    • Transfer to Product Consultant or Customer Advocate as needed.
• Case closed due to no contact:
  • Another advocate may handle.

• Advocate handling the open case will handle additional product issues.
  • Create a new case on the second appliance.
  • ​Escalate the case to Customer Advocate Emergency: [email protected].
  • Type the name of the advocate assigned to the original open case at the end of the Subject.
  • From the case timeline, email the advocate to inform of the new case on second appliance.

• Document on the advocate ticket.
• Email updated ticket to the Case Manager.