What does ECM stands for?
Enterprise Case Management
What is a parent case?
A parent case is a record of all actions and notes taken in relation to a specific issue.
What is a Case Action/ Child case?
A case action is only one action or activity that is required to resolve a parent case: Can be referred as tasked managed by different departments.
Provide one reason when to escalate a case:
1. Social media- Customers states that they will plan to contact any media outlet such as local newspaper or news sources. Or contact any Sunnova executive such
Name any 3 types of cases that are automated
CPC, HUB, Damage assessment Cases, Billing Dispute, Refund credit request, Transfer case, Contract Underwriting case
What is a manual case action?
Manual Case Actions are considered the “next steps” to complete and resolve the case
