Question

What criteria can be used to determine when a new inbound case should be opened?

A. When a new customer is created
B. When an internal problem occurs
C. When a customer has a question or issue to resolve
D. When we have new marketing material for a customer

Answer 1

Option A: A new inbound case should be typically opened when a customer has a question or issue to resolve, but it could also occur when dealing with an internal problem or when a new customer account is created.

Step-by-step explanation:

Marketing material is usually not a reason to open a case. The criteria for determining when a new inbound case should be opened depends on the context of customer service and support systems. However, generally speaking, a new case would typically be opened:

• When a customer has a question or issue to resolve (C). This is the most common reason to open a case, as it allows the company to track the customer's issue from inception to resolution.
• When an internal problem occurs (B) that may affect multiple customers or the company itself, a case might be opened to manage the resolution and communication related to the problem.
• When a new customer is created (A), there might be an initial case to manage the onboarding process.

Marketing material (D) would generally not be a reason to open a support case unless the marketing material is tied to a customer issue or inquiry.