Subject: FAQ for Support Agents
From: Andrés Figueroa (AFIG) <[email-masked]>
To: "Heta Nyrhinen (HNYR)" <[email-masked]>, "Sara Aknooni (SRAK)" <[email-masked]>, "Filip Trajkov (FITR)" <[email-masked]>, "Matthew Broadley (MAEY)" <[email-masked]>, Pritish Nandi <[email-masked]>
Date: Mon, 18 May 2020 22:17:26 +0000

Hi guys,
I am wondering whether it is a good idea to create FAQs for our own agents.

When can we use HOLD status?
The Hold status is used when you submit a ticket to Customer Service and Quality.

What are the rules for making a Quality case?
In order to create a Quality case the following prerequisites have to be completed:
- The customer issue has been recreated
- Product samples from the customer have been collected.
-

Bla blab la

Who would like to have the responsibility of making a document with FAQs we can give to our agents.

It will be a document that is always growing....

Andrés Figueroa
Head of Global Support & Service
+45 5618 0303

Sennheiser Communications A/S · Industriparken 27 · DK-2750 Ballerup · Denmark
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