Requesting Serial Numbers
All frontline agents - (Voice, email, chat), are required to confirm the unit serial number if the case is related to an error/troubleshooting step that was not resolved.
This action will help us track any trend with defective units and will give us more insights into it.
If for some reason, the customer is unable to provide the serial # during the interaction, this does NOT mean we are unable to continue with the resolution.
Phone:
At the time you are requesting the customer POP information, you must confirm the serial number or, during the Techsee session, take a picture of it and upload it as an attachment in the customer's ticket in C4C.
Chat
At the time you are requesting the customer POP information, you must confirm the serial number. Please send the link for file request for the customers to upload the picture and have this as an attachment in the ticket.
At the time you are requesting the customer's POP information, you must confirm the serial number. You can request a photo along with the POP.
**Don't forget to add this information to the product section of the ticket.