CAM FIT Survey – Carrier Enterprise South Central Technical Support

Name *

First

Last

Email *

Region *

On a scale of 1 – 10 (1= least and 10 = Most) How important do you believe it is to collect information on Calls, Emails, and other contacts to the CAM team?

Selected Value: 1

Case Creation: Should a case be created for every contact into the CAM group *

Yes
No
Depends/Maybe

Explain "Depends/Maybe *

Caller Details

When creating cases in Salesforce, which method(s) does your team use? *

Created by email
Created by CAM from direct Email
Created by email from group box
Created by CAM from a direct phone call
Created by CAM from Fuze queue call
Created by a CE website form
Created by CAM (not CE controlled) website form
Created by voicemail message
Created by Chat
Created by non-technical group and assigned to a CAM
Other

Select all that apply

Please explain "Other" *

Multiple calls about the same concern

If a caller calls back on the same problem how does your team handle the case?

Add notes to the previous case
Create a new case and point “Parent Case” to the previous case
If case auto generated I merge the cases at CAM request
Just handle the call and ignore Salesforce
Other

Describe "other" *

CAM Team communication to dealer

Which methods does your CAM team use to communicate with customers? *

Email
Incoming Phone Call
Outgoing Phone Call
Text with Wingman
Text with 3rd Party (ie: Google Voice)
Chat
Other

Select all that apply

Please explain "Other". *

Now you will be asked a series of questions regarding specific case types.

Technical Support/Troubleshooting Cases

What information do you believe is critical to collect on Troubleshooting cases? *

Name
Company Name
Company Account #
Callback Number
Contact Email
Reason For Contacting Tech Support?
Is tech on the job?
Is equipment operational?
Equipment Type
Testing Performed
Test Results
Cause of Problem
Resolution
Recommendations
Not important to me
Not Shown

Select all that apply

Provide details for "Not Shown". *

Part Cases

What information do you believe is critical to collect on Parts cases? *

Name
Company Name
Company Account #
Callback Number
Contact Email
Reason For Contacting Tech Support?
Is tech on the job?
Is equipment operational?
Equipment Type
Part Required
Why Tech Support?
Resolution
Recommendations
Not important to me
Not Shown

Select all that apply

Provide details for "Not Shown". *

Literature Cases

What information do you believe is critical to collect on Literature Request cases? *

Name
Company Name
Company Account #
Callback Number
Contact Email
Equipment Type
Type of literature requested
Not important to me
Not Shown

Select all that apply

Provide details for "Not Shown" *

Warranty Cases

What information do you believe is critical to collect on Warranty cases? *

Name
Company Name
Company Account #
Callback Number
Contact Email
Equipment Type
Model
Serial
Type of warranty concern
Resolution
Not Important to me
Not Shown

Provide details for "Not Shown" *

Cases from Internal Contacts(Company Team Members)

How do you handle associating cases generated from fellow employees such as TMs, BDRs, CSRs, etc.?

Leave the case associated to the person who created it
Associate it to the account being asked for, if provided.
Request info on company and contact and then associate to that contact.
We don’t do anything with those
I really don’t care
Not Shown

Provide details for "Not Shown" *

Overall, how do you feel about Salesforce for CAMs? Good, bad, indifferent?

Caller Details

Multiple calls about the same concern

CAM Team communication to dealer

Now you will be asked a series of questions regarding specific case types.

Technical Support/Troubleshooting Cases

Part Cases

Literature Cases

Warranty Cases

Cases from Internal Contacts(Company Team Members)

Thank you for taking the time to help improve the Salesforce process.