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Brand and Acknowledge Thank you for choosing RingCentral. My name is [Agent Name]. How can I help you today? Sure! I can help you with that. I see how this affects your workday. I understand how this affects the business. I can see how this can affect the call routes. I can see how this affects your transactions. I see how this affects your team management/productivity Pull up the account and gather information "May I have your name and your RingCentral phone number? Is this also the best callback number in case the line gets disconnected?" Verification Process Ask the Extension number Ask the Security questions Company Name and Nature Thank you, [Customer Name]. This is for [Company], a [Company Nature/Industry], right? Account Start Date/Customer Loyalty Wow, you've been with RingCentral for [Estimated tenure]! Thank you! Verification (Conditional) Follow Parameters on Verification Account History/Repeat Contact Details (Conditional) I will be asking you a couple of questions about the issue, and also check if there are other cases left open, okay? Same Page [Echo few words from the customer's issue]? Hmm, I see. This might be fixed in [RingCentral Settings/Jargon] Storytelling Can you TELL me more how you want... Source-Target Approach Awesome. And what application are you trying to use? Lead the Conversation I will walk you through the steps on how to set your [Settings] so you can effectively manage your work/tasks/teams. This will take about [Est Time/Num of Steps] until we test it later, okay? Educate It is highly possible that a user accessed and made changes. I'll help you fix it, and tell you more about securing the account better. It's possible.... It seems like... This usually happens if... I found that this was caused by... I'm afraid that if we follow it... Add Value (KCS) In case you need to follow through with more feature customization, all the steps we took are found at support.ringcentral.com. There are tons of other helpful guides there! Connect the Storytelling Alright. Now that we've fixed [insert issue resolved], you/your team can now...[insert the customer story] Is there anything else I can help you with? Close I will be closing the case, and tag the issue as resolved. You might also receive a short survey, over email, regarding your overall experience. Thank you for being part of RingCentral! CASE NOTE TEMPLATE CASE #: In contact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y Admin/User: Y Issue: Provided Estimated Timeframe: Y Troubleshooting: Session Logs: Check Account Status: Activated Check Brand: RingCentral Check Service Level: RBS_RCO [RBS_RCO] [4999] How are you trying to do it? What are you trying to do? What number do you dial?