Case Study #13

What will you do with this case?

• Forward the case to the Multiapps team queue in SF.

• Ask the user for more information such as the campaign/project ID, exact report etc. (If you are an L2 CS)

• Reply to the user with a template that an L2 specialist will reach out soon (if you are an L1 CS)

• Ask the user for more information such as the campaign/project ID, exact report etc. and then let them know you will forward them to the responsible team.

Marine:

"When you say "The information you get from Semrush is based on the latest actual ranking of Google results pages", the concern is precisely that the information displayed on certain keywords does not seem to correspond...... . .... it gives me a position between 22 and 25..."

What are your next steps:

• Help answer the Sales' question by answering in the thread and asking them to create a case so we can reach out to the user.

• Ask the Sales to create a case by forwarding the user's inquiry to our internal email and we will then reply to the user.

• Help answer the Sales' question by answering in the thread and ask if Sales wants us to contact the user-to create a case for us.

• Forward the Sales to the #education-team channel where they will assist

Where should this case be distributed to?

• To Global CS L2

• Listing Management Queue

• Multiapps Queue

• Marketplace Queue

Answer explanation

Explain briefly your next steps after you received this case:

You may now access the user's account - User ID: 6657194.

Please explain your next steps for this case again if anything differs from your previous answer.

The user contacted us on the 25.09.

What will you do with this case?

• Send to Listing Management queue because they mentioned Yext

• Send to Multiapps queue because they are asking about the Reputation Management app

• Reply to the user telling them to reach out to Yext Support because only they can assist with setting up a Yext account.

• Send to Listing Management queue because they are referring to the Review Management report.

Answer explanation

The user had 3 premium locations purchased and this 'Review Management' report helps monitor a business's reputation, i.e. reviews .

Explain in detail your next steps for this chat:

Which SF queue should this case be forwarded to?

What should be your next steps:

• The user's question doesn't require further investigation for L2 CS, so L1 should handle it and can post in the #neon-team in Slack to simply double-check with the team about the user's question.

• This is about the PageImprove tool from the App store so we should forward it to the Multiapps Queue in SF.

• The PageImprove tool is part of the main platform product so it should be forwarded to the #neon-team in slack for further investaigation as an L2 CS.

• This is a case that requires further investigation so we should hand it over to the L2 specialists (if you are an L1 CS).

• The user's question doesn't require further investigation for L2 CS, so L1 should handle it and can post in the #education-team channel in slack to double-check with the team about the user's question.

Please explain in detail what your next steps would be for handling this case: