We’re adding a new internal “Inquiry Category” field to the case layout. This will hopefully help provide better reporting to GPM/PDD. It is a drop down list that you will need to select from when working a case. We ask that everyone, please make a selection from this field when working a case. Eventually, we’ll turn on Einstein to help suggest what it thinks the selection should be, but you’ll still need to confirm or change that selection. So with this, we’ll finally be able to create reports filtering by the product (or product family) and type of issue. Here’s the list for that field:
- How to use
- Software Training (Do my job for me)
- Remote Antennas/Antenna Distribution
- Frequency Selection
- Selecting/Choosing a product
- Out-of-date firmware/software
- Problems updating firmware/software
- Software Installation problems
- Hardware Mechanical Troubleshooting/Failure
- Hardware Electrical Troubleshooting/Failure
- Network Switch/3rd party device configuration
- Order Status
- Stock Check
- Price Check
- Order Help
- Login/Password/Activation
- Customer Suggestions/Feedback
- DOA/Advanced Replacement Request
- Where to Buy
- How to start a repair
- Repair Status
- Repair Registration Process Help
- Warranty Status/Policy
- Repair Payment Status
- Parts Inquiry
- Counterfeit
- Software Licensing Issue
- System Tuning Assistance
