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Customer Solutions: Page Architecture - Coggle Diagram
Customer Solutions: Page Architecture
Processes (how the team operates)
Processes are used to standardize workflows, ensure consistency in operations, and guide users through complex or repetitive tasks.
(Permissions locked down to only managers)
Regional Specific Processes
US
Chat shift management
Ticket Prioritization and Responsibilities
APAC
Chat shift management
Ticket Prioritization and Responsibilities
EMEA
Chat shift management
Ticket Prioritization and Responsibilities
Cross team Processes
TS Escalation
Cross team feedback
Success Escalation
Compliance Escalation
Internal Team Operation Processes
OOO Process
All hands recordings
Slack channels
New hire training
CO Board
How to use Freshdesk, Operator etc
Knowledge Base (general knowledge)
Knowledge in Confluence refers to information, insights, expertise, or best practices that contribute to understanding a topic, solving problems, or making informed decisions)
Anyone can add / edit)
Only managers and above can delete
Customer Solutions Finance and Payment Fundamentals
Links to other teams Knowledge bases
TS
IE
CE SME
Success
Projects (Anyone can add / edit).
Only managers and above can delete
SMIKA Beta Launch
MavenAGI
Completed Projects
Transitioning CS from Stage 6 to Stage 22
How-to guides (how to solve tickets)
How-to guides aim to educate users on performing specific actions, solving problems, or learning new skills.
(Anyone can add / edit)
Only managers and above can delete
Agencies
Partners
General
AOR
Account Closure
Performance
Creator
Branded Portal
Advocate
Maintaining Confluence
Templates
Process for updating or adding pages
Label repository
Content management
Drafts to be reviewed
Outdates pages
List of pages archived / to be archived