Title Generator
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Case Note
Risk Note
Tap Y / N for each risk. Y flags the row.
No.
Risk
Description
Y / N
1
SLA Missed
IR Missed within queue tie / IR missed in other queue / tooling issue….
2
Hot Zone
Country with extremely high standard for CS (India, Australia, Japan, etc.)
3
Response delay / CX escalated
Customer asked updates and pushing for meeting or posting concerns
4
Product limit / bug / By Design
Product doesn't satisfy customer environment or portal display issue
5
3rd party / unsupported
3rd products or out-of-support scenarios
6
SIE / Server outage
Service outage / Mandatory upgrade -> Impact CX
7
Collaboration issue
Task owner delays or not responding / no assignment
8
AVA / ICM Issue
Long wait times / approvals / risky advice
9
Customer resolved
Issue resolved by customer or by itself
10
Customer disconnected
Customer unresponsive before confirmation or doesn't want to continue
11
Demanding customer
Customer repeatedly asks, unhappy with answers
12
Challenging history
History of low surveys or frequent escalations
SOAP Note
O – Objective / Environment
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