From customer issue to resolution
- REQUEST
- A customer reports a problem with their account, order or service.
- ACTION
- Case notes, internal checks, customer messages and the steps taken to resolve the issue.
- OUTCOME
- A documented resolution, the customer's response and any follow-up.
- SYSTEM
- CRM, helpdesk or email
When requesting an introduction, mention: which customer requests you keep, how far back the history goes, and whether notes and messages stay linked to each case.