How to Fill Agent Remark box mentioned above
- Always add: Customer's full name, phone, email, and device/issue details.
- Appointment/Action: If you helped the customer book an ISP or HelloTech appointment, include provider name, date/time, ticket/reference number, and any instructions given.
- Follow-up: If customer could not book appointment, note what support you provided (e.g., called ISP on customer's behalf, raised ticket, etc.) and whether appointment is pending.
- Status: Clearly mention if the issue is resolved, pending, or requires follow-up.
- CRM Demo: See below for a standard example.
CRM Call Update Example:
Customer Name: John Smith
Phone: +1-555-123-4567
Email: john.smith@email.com
Camera Brand: Ring (Doorbell Pro)
Issue: Device Offline (lost connection, tried reboot)
Action Taken:
- Guided customer to check cables & reboot modem/router
- Outage checked: No reported outage on Xfinity status page
- Helped customer raise Xfinity ISP ticket (#XF123456) for onsite appointment (scheduled for 16-Oct, 3pm)
- Explained HelloTech option; not chosen at this time
Status: ISP repair appointment booked, follow-up scheduled for 17-Oct.
Notes: Customer is elderly, will require callback to confirm technician visit outcome. All details updated in CRM.