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Process Improvement/New Project Ideas (Follow up with Customer for…
Process Improvement/New
Project Ideas
Follow up with Customer for languishing Escalations
Follow up with Customer for Won't Fix escalations
Closing Moot cases
When to
escalate?
Expert dispatch and LMS rules and workflows
Trending issue
Metrics and SLAs we should be tracking and how
What does success look like for PSG
Turnaround time
Goals and service levels
Look at the last 2 falls If we take out service interuptions and look at volume
Mobile GoReact support process
High impact communication - slack
Sapling Database fixes
LNL Escalations
Student store escalations
Instructor access
Change instructor email address
Handoffs to Sales Support
Regrading/transferring grades (LMS Integration)
Techtool insight to Integration
Case handling with the new community
When to loop in a salesrep