...
In cases where a response from the AM is required, the agent will populate the Account Manager field with the AM for the Organization AND the Regional Manager Field with the Regional Manager’s name. This information is available under the Org’s account in Salesforce. In cases where the Regional and Account Manager are the same (Paige, Davies, Chad, Joe), add James Lee will be added to the Regional Manager field.
A custom ‘Account Manager’ field has been created for each of the support ticket queues:
...
Likewise, a ‘Regional Manager’ field has been created for each of the support ticket queues:
...
| Info |
|---|
DO NOT add the AM to this field when they are added as a ‘watcher’ in a ticket. Individual SOP’s will define when an account manager should be added as a ‘watcher’ versus tagged in an internal comment and added to the ‘Account Manager’ field (along with the Regional Manager). |
...
New statuses have been created to flag tickets where an account manager has been tagged. The ‘Waiting for Account Manager’ status is to only be used when a response is required from an account manager (per SOP).
...
Ticket Priority will be assigned by the agent and will be automatically by issue type as defined in the SOP.
...
When the ‘Waiting for Account Manager' status is selected, the AM’s name is populated in the Account Manager field, and the Priority is set, the ticket will populate in the Sales dashboard as an action item for the AM. Account managers will work tickets according to the ‘Priority’ status of the ticket.
...
How to Handle Social Media Complaints
Installer Unresponsive to Homeowner or Support
Processing EverBright New Partner Onboarding Requests
...