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Important Notes:

Please use /wiki/spaces/CX/pages/2983231591, when applicable, to de-escalate an irate/angry customer. The goal is to keep the customer as calm as possible.
Full customer authentication is NOT REQUIRED.
If the customer is requesting to be transferred to a customer support supervisor, warm transfer to the next available one. If no customer support supervisor is available, warm transfer to a lead resolution specialist.

STEP

ACTION

1

Complete the following form Corporate Security Threat Form located on the eWeb > Corporate Security > Incident Reporting > Threat Form

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title	How to steps to locate the Corporate Security Threat Form on the eWeb

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If you have any issues completing the Threat Form, please reach out to Cassandra Mercado , Logan Teague, or Alexander.Cuesta

On Threat Form, see the following notes:

CUSTOMER ACCOUNT NUMBER: Engine Platform Job Link
THREAT INCIDENT DISTRICT: 1000 Out of State
Attachments: All supporting documentation such as, but not limited to, phone audio, chat or email transcript, etc.

2

Has a case been created in Salesforce?
- If yes, proceed to Step 3
- If no, create a case in Salesforce with request type: Complaints and subtype: Other and proceed to Step 3

3

Create a case assignment to ‘Customer Support Team Supervisor’ and in ‘Referral Comments’ input the incident report number provided from the Corporate Security Threat Form

4

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