Page 39 - Global Booklet Support_Neat

Statuses &Solving

Statuses

In Process: You have accepted the case but are still gathering information for the case fields.

Updated: You have received a new email in your case.

Waiting Consumer: Example: Consumer needs to select a new fabric for a
remake because their original fabric is discontinued.

Waiting Credit: Example: You need to request a rush on an order but it is
on credit hold and you emailed credit to release as soon as possible.

Waiting Dealer: Example: You've asked the dealer to verify a

remake before you release it.

Statuses help your peers Waiting Production: Example: You've requested a stock
understand where you check on a particular fabric.
are in your case at all
times. This helps them Waiting Sales: Example: You've requested an
answer any questions additional discount but the sales CSR has not yet
about your case that the responded to the request.

dealer has. Waiting Support: Example: You are waiting for SERF

approval (supervisor or manager approval) on a remake.

Waiting: Should only be used when no other waiting status applies.
Update feed with why you are waiting.

Solved: The issue has been completely resolved, no further emails are
expected.

Escalated: When you have involved a supervisor or manager in the issue or
request the case is related to.

Closed as Duplicate: When cases are merged or a duplicate request is sent.

Junk/Spam: Occasional errant emails from dealers or other sources which should be
prevented from being received again.