Page 21 - Email Support Playbook

2- Special Handle Accounts

Most of the email addresses associated with special handle accounts have already been
loaded into the account contacts in SalesForce. Having the email address pre-loaded into the
account contacts makes the account identifiable while the case is still in the support queue.
Because the account can be easily identified in queue, the moderator will assign the special
handle accounts to their assigned CSR.

Occasionally, you will come across an email from a special handle account but the account
was not identifiable while the case was in queue. If you are assigned one of these cases you
will need to transfer it to the account‟s assigned CS contact.

To find which accounts have been deemed “special handle” and what CSR is assigned to that
account, please refer to the “Support Special Handle Accounts” document posted in
content.

When transferring to a specific person you must @mention them in the case feed to advise
why you transferred the case. Typically with the special handle accounts the CSR will already
know why it was transferred to them, but it is required that you @mention.

3- Helpers

For those representatives on other teams that occasionally help with support, we appreciate
your willingness to help.

It is very important that a helper is honest about their personal workload and what support
cases they will not be able to complete. Once those cases are identified, they need to be sent
back into the support queue. This responsibility falls on the helper because the moderators
cannot see what status a transferred case is in.

If you are helping with cases and have identified a few that you will not get to, please change
the ownership to the support queue. After changing ownership back to the queue, you must
@mention the moderator who sent the case to you so they can prioritize the case and assign
it.

There is an expectation that support will respond to the dealer within 2 hours of their initial
request being sent. To help achieve this goal, please identify whether your case needs to go
back into the queue in a timely manner.

Example: @mentioning the moderator