SBM process update

Team, please take note of new groups that are added and ensure the same is followed with immediate effect.

• L1 agents should assign the tickets to the relevant groups based on the customer’s query to ensure that the ticket reaches the correct team without any delay. 



• L2 agents should contact the customer directly for every case in the "distress group," highlight/escalate the case to the relevant team, and resolve it on priority.