CUSTOMER SERVICE
Technical Support Call Triage Flowchart
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CASE ANALYSIS
Scenario
A customer contacts technical support. The agent determines if the issue is known; if yes, provides a solution and checks if resolved; if not, escalates to Tier 2.
Key decisions
- Is the issue known?
- Is the issue resolved after providing solution?
When to reuse this
Use for training customer service agents on call triage, designing IVR systems, or documenting support workflows.
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flowchart-technical-support-call-triage-flowchart