CSI Resolutions Screen:

CSI Resolutions Screen: Important Callouts- Detail Codes are categories that fall under the CSI type you selected. They identify the general nature of the customer’s issue. Purpose: Select the code that best matches the scenario you are handling. Reason Codes provide additional context about the customer’s issue within the selected Detail Code. They explain why the issue occurred or what specifically went wrong. Purpose: Ensure the resolution, compensation, and order notes are accurate.

First,u need to select the appropriate detail code. The detail codes are the different categories that fall under the CSI type u previously selected. Based on the detail codes provided u would need tp verify which detail code matches ur scenario. In this scenario, please ensure u review the customer summary page to see if the order was shipped or not shipped. For this tutorial, please select NOT SHIPPED.

Setting up a Callback: Sometimes customers want us to call them back later. They may want us to provide an update on their order. The callback can be set up at the bottom of the CSI Resolutions screen.

CSI ACTION: NO- click the dropdown menu and choose Yes. This will always be defaultedd to No. HOME PHONE- here u can update the contact type from home phone to work phone or the type that best fits. This is the phone number on file, verify that this is accurate. CALL BACK DATE- here u can adjust the date o the callback. CALL BACK TIME- here u can adjust the time of the callback

SUGGESTED RESOLUTION; not it will be additional for cutomer it they can use that 15$ savings pass for their next purchases.

COLOR TYPE- u will be able to click customer recipient florist/vendor if they are the one who calling u.