820-605 · Question #140
A customer has six technical support cases open that are related to user connectivity that have negatively impacted the customer health scores for product quality and customer sentiment. After the…
The correct answer is D. Ensure the escalation to technical specialists. When faced with technical support cases that negatively impact customer health scores, the Customer Success Manager should prioritize resolving the underlying issues. Ensuring the escalation to technical specialists is a critical action that facilitates a focused approach to…
Question
A customer has six technical support cases open that are related to user connectivity that have negatively impacted the customer health scores for product quality and customer sentiment. After the Customer Success Manager assesses the business impact, which action creates a mitigation plan?
Options
- AOffer the customer a discount because of their problems.
- BRequest a meeting with customer executives.
- CEstablish a timeline of when a solution must be in place.
- DEnsure the escalation to technical specialists.
How the community answered
(28 responses)- A7% (2)
- B4% (1)
- C7% (2)
- D82% (23)
Explanation
When faced with technical support cases that negatively impact customer health scores, the Customer Success Manager should prioritize resolving the underlying issues. Ensuring the escalation to technical specialists is a critical action that facilitates a focused approach to diagnosing and resolving the connectivity problems. Technical specialists have the expertise to delve into the specifics of the cases and work towards a timely and effective resolution.
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