Cases

What is a case?

A case is a customer’s question, feedback, or issue

• Customer cases are created via web form at mydorian.com

• Support agents use cases to interact with customers and track the resolution of their issues

• Agents and other staff members are also able to create cases internally for support services, to track or document issues, and other inter-departmental communication. 

Case Workflow

Depending on the customer’s request, customers may receive an automated or agent reply. In most instances, requests for an access key is automated and the customer will receive an immediate response to their support request. This does require the input student’s name to match Salesforce data. Cases are also categorized by priority (High, Medium, Low) depending on case type.

Incoming cases are divided into 7 different Queues, or buckets. These Queues fall under and are monitored by Customer Support and are as follows:

• Activity Cases

• Customer Support Inbox

• Digital Download Queue

• Order Support Queue

• Placing an Order Queue

• Volume Senior Cases

• Waldo Support Queue