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Incontact ID: 462230960646 UID: 346338029 RC Phone Number: 6305748222 Customer First and Last Name: Jim Kelley Extension #: 99999 Callback #: 224 345 2616 Email Address: noc@verity-it.com Account Verified (Y/N): Y Admin (Y/N): N Description: Gather some information regarding fax Set ETA: N/A Troubleshooting: N/A Resolution: Answered the customer's questions and after they Recap (Y/N): Y Gain Agreement to close the case (Y/N): Y Promoted Support Site (Y/N): Y Promoted Survey (Y/N): Y SAT Prediction: 10 I am resolving the case now (Y/N): Y Attached KB Article (Y/N): Y "If there is nothing else, I will be closing this case now and will be marking it as resolved...." "Also I want to tell you about our support site at support.ringcentral.com, it is just like google you type your question and it will show you different articles on how to solve the issue, also you might receive a short survey over email regarding your experience with the customer service for today. And with that said, thank you for being part of RingCentral, have a good day" OPENING SPIEL "Thank you for calling RingCentral Technical Support, my name is David... may I ..." -Obtain First and Last name -Obtain Callback number -Pull up account -Mention/Verify Company name and nature of business -Acknowledge Loyalty (Sign-up/Start date) -Verify Account and Customer Email ISSUE and GOAL ALIGNMENT "Okay, how can I help you today?" "What are your goals for today?" -Acknowledge issue and goal (You can echo if need be) -Probe (Ask TARGETED QUESTIONS) -Set TS Expectations/Timeframe -Educate the customer of the TS needed to be done -Start TS or walkthrouh -Run test reso if applicable CLOSING SPIEL "Alright Mr./Ms. Customer, just to make sure we've got everything covered.." -Recap (End with a Is there anything else I can help you with?) -Promote Support site -Survey -Case Number case 1 17841610 Provisioning "Account Verified Y/N: How many phones are affected?: Error on the Display Screen: Extension Number in Issue: (Provide all that applies) Serial Number of the phone: Make and Model: Digital Line: Other Notes: Is the customer on the same location where the phone is?: Internet connection working?: Additional Question -Phone has user extension and DL assigned: Y/N -Customer's internet connection is working: Y/N -Customer is in the same location as the phone is: -Phone is powered ON: "