Request on GSS Case management communication procedures
Hi,
I don't see any better place to put this request in for PeopleSoft GSC cases handling by your analysts.
First of all, I like that it's relatively easy to create a new case online. However, I would like to see the following improvements:
1. Once I open a case, it would be nice for the GSS Analyst to first try a phone call. Isn't that why you request our phone information? 100% of the time, it's just a update to the case.
2. When the GSS analyst reaches out to me, I would like to have either their email address or direct #. We used to do this when I used to work there. Why is there some kind of move to get away from providing that information? It makes for better communication. I understand this may be to try to minimize direct contact w/ analysts to get a case resolved, but the analyst just needs to create a case and re-queue it to be assigned.
I don't see any better place to put this request in for PeopleSoft GSC cases handling by your analysts.
First of all, I like that it's relatively easy to create a new case online. However, I would like to see the following improvements:
1. Once I open a case, it would be nice for the GSS Analyst to first try a phone call. Isn't that why you request our phone information? 100% of the time, it's just a update to the case.
2. When the GSS analyst reaches out to me, I would like to have either their email address or direct #. We used to do this when I used to work there. Why is there some kind of move to get away from providing that information? It makes for better communication. I understand this may be to try to minimize direct contact w/ analysts to get a case resolved, but the analyst just needs to create a case and re-queue it to be assigned.
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