Escalate a support case before the SLA breaks
Process map by Brian. 23 steps, 2 layers. Tags: business, service, support, crm.
- Customer: Reports a problem by email, chat or web form
- Service console: Create a case and apply the customer's entitlement
- Tier 1 agent: Search knowledge for a known fix
- Tier 1 agent: Fix found?
- Tier 1 agent: Send the fix to the customer
- Customer: Problem solved?
- Service console: Close the case and send a satisfaction survey
- Customer: Case closed
- Service console: Reopen the case
- Tier 1 agent: Can Tier 1 solve it?
- Tier 1 agent: Troubleshoot and resolve
- Service console: Escalate to Tier 2 with full notes
- Tier 2 specialist: Investigate and fix
- Tier 2 specialist: Write or update a knowledge article
- Service console: Track SLA milestones and warn the owner before a breach
- Service console: SLA met or flagged