29.0k views
2 votes
What provides updates to customers and internal stakeholders while a case is in progress to communicate information about high-priority cases and mass outage cases?

User Kery Hu
by
7.7k points

1 Answer

1 vote

Final answer:

A case management system is used to provide updates to customers and internal stakeholders during a case. It can send automated notifications to customers and provide real-time dashboards and reports internally.

Step-by-step explanation:

The communication tool that provides updates to customers and internal stakeholders while a case is in progress is called a case management system. This system allows for the tracking and management of high-priority cases and mass outage cases.

For example, in a customer support scenario, a case management system can send automated email notifications to customers to provide updates on their support ticket, such as when the case is assigned to a support agent, when it is being worked on, and when it is resolved.

Internally, the system can provide real-time dashboards and reports to managers and stakeholders, showing the status and progress of cases, allowing them to make informed decisions and allocate resources efficiently.

User Juanpscotto
by
7.9k points

No related questions found