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Incontact ID:461059831446 UID:62923771008 RC Phone Number: 6619525555 Customer First and Last Name: Robert Loyola Extension #:101 Callback #:8184413606 Email Address:fax@uhaclinic.com Account Verified: Y Admin: Y/N Description Information: Customer needs to buy an accessory phone yealink. Set ETA:y Troubleshooting:None Resolution:I transfer the customer to Sales to buy an accessory for a phone Yealink. I lost the customer and when called back he mentioned he got the answer on the support site so he asked to close the case. Recap: N Gain Agreement to close the case: N Promoted Support Site: N Promoted Survey: N SAT Prediction: 10 I am resolving the case now: N Attached KB Article: Y ******************************************************************************************* OPENING SPIEL "Thank you for calling RingCentral Technical Support, I'm the agent Morris... may I have your First and Last name? -Obtain First and Last name -Ringcentral phone number -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?" -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?) "If there is nothing else, I will be closing this case now and will be marking it as resolved...." -Promote Support site -Survey -Case Number Remember that you can visit Support.Ringcentral.com to check for articles that may help you find important information about ringcentral. Now 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! ******************************************************************************************************************************** TEMPLATE TO USE TO ADD CONTACTS IN SALESFORCE UID: Incontact ID: First name / Last name: Contact Number: Email Address: Account Verified: Y/N ************************************************ Support Template Case #: Issue: Troubleshooting steps done: Results: Help needed: