Page 28 - Global Booklet Support_Neat

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- Specific Requests

If you receive a case in which a dealer is specifically requesting a representative by name, but
you are not sure if their request needs to be handled by that person, you will need to
@mention the CSR and see if they would like you to transfer or not.

Below is an example of what the @mention should look like. It should contain the dealer‟s
name and account number, what they are requesting, and ask the CSR if the case should be
transferred.