TABLE OF CONTENTS



Objective:

To guide CX agents on how to effectively use the CX portal to find quality solutions for customer issues.


Steps for Finding Quality Solutions in the CX Portal

1. Log in to the CX Portal


  • Open the CX portal and enter your login credentials.


2. Search for Quality Solutions


  • Once logged in, you will be directed to the main dashboard and make sure to click on "Quality Solutions".
  • Navigate to the search bar or the "Find an answer quickly" section to initiate your search.


3. Enter the Problem Statement or Keyword


  • In the search bar, type in a relevant keyword or a brief description of the issue. For example, if a customer reports a "bubble on the surface," type "bubble on the surface" or simply "bubble" in the search field.
  • Press "Enter" or click the search icon to begin searching for solutions.


4. Review the Resolution Provided


  • Once the search results appear, a list of possible solutions will show up. These are typically categorized based on different products or SKUs.
  • Browse through the list to find the resolution that closely matches the customer’s issue. Solutions are usually organized with product names and their corresponding SKUs to make it easier to locate the correct one.


5. Implement the Solution


  • Once you find the appropriate resolution, review it carefully to ensure it fully addresses the issue.
  • If applicable, share the resolution with the customer, or guide them on how to proceed with the suggested solution.


Example of Freshdesk Ticket: https://mopio.freshdesk.com/a/tickets/56196