MIM/Escalated Cases

Question 1

What Cases can NOT be proposed for a Major Case Candidate? (2)

Answer 1

Any case can be proposed as Major Case Candidate, except:

• Cases in the Resolved/Closed/Cancelled state
• Cases already related to a parent case

Question 2

Major Issue Management uses which one of the following capabilities?

A. Governance Risk and Control
B. Targeted Communications
C. Asset management
D. Record producers

Answer 2

Targeted Communications

Question 3

What is the difference between a Major issue and an Escalated Case?

Answer 3

Major case
- for specific issues that impacts customers
- not associated with accounts, contacts, or consumers

Escalated Case
- increases attention about a customer issue

• facilitates communication about that issue
• provides a way to track progress toward a resolution

Question 4

What records can be escalated?

Answer 4

• Case
• Account

Question 5

What is used by Major Issue Management to create child cases for a major case?

Answer 5

Recipients lists

Question 6

Who can propose a Major Case?

Answer 6

Major issue manager
- [add role here]

Customer Service Agent
- sn_customerservice_agent

Question 7

What records can be escalated? (2)

Answer 7

• Case
• Account

Question 8

What types of escalation templates can be created? (2)

Answer 8

• Case
• Account

Question 9

Which tables are included with the Case and Account escalation feature?

Answer 9

Escalation Templates
[sn_customerservice_escalation_template]

Escalations
[sn_customerservice_escalation]

Escalation Severities
[sn_customerservice_escalation_severity]

Question 10

How are affected customers identified in Major Issue Management?

Answer 10

By creating a Recipients List of Accounts or Consumers and attaching it to the major case

(created by using the Targeted Communications application)