Currently Abroad: Please activate my account

Please find the changes below for the tickets that are related to Cx Abroad:

Current Process: 

Conditions

When a 

Ticket

 is 

created

If 

Subject

 

is

 

Currently Abroad: Please activate my account

Actions

 

Assign to Group

 

SBM Bank Distress 

 

Set Status as

 

Open

 

Set Priority as

 

Urgent

 Sett 

Ticket related to:

 as 

SBM DC

 and 

Topic

 

as

 

My Account

 and 

Ticket Categories

 

as

 

Account Freeze - Non KYC || Cx Abroad

UPDATED Process: 

Conditions

When a 

Ticket

 is 

created

If 

Subject

 

is

 

Currently Abroad: Please activate my account

Actions

 

Assign to Group

 

SBM Support 

 

Set Status as

 

Open

 

Set Priority as

 

Urgent

 Sett 

Ticket related to:

 as 

SBM DC

 and 

Topic

 

as

 

My Account

 and 

Ticket Categories

 

as

 

Account Freeze - Non KYC || Cx Abroad

Action Points:

L1 agents must review the case and respond to the customer.

• If all required documents are provided, the agent should inform the customer of the turnaround time (TAT) and reassign the ticket to SBM Bank Distress >> Open.

• If any documents are missing, the agent should reply to the customer requesting the necessary information and update the ticket status to Waiting on Customer (SBM Support).