1. Customer Service and Support Sutherland Global Services

2. Lesson 1. CCF, the Customer Care Framework Customer Service and Support Sutherland Global Services Course content: Logging In to CCF Tabs and Functions

3. This course will help you: Customer Service and Support Sutherland Global Services Login to CCF. Explain the CCF tool and how it works. Identify the important CCF tabs and their functions.

4. Customer Care Framework (CCF) A desktop-based framework which is used to address issues faced by service providers caused by multiple LOB systems while interacting with their customers. It provides a core set of functions for customer support avenues. Customer Service and Support Sutherland Global Services

5. Customer Service and Support Sutherland Global Services Double-click CCF Icon from Desktop Login to CCF A Loading window appears

6. Customer Service and Support Sutherland Global Services Login to CCF You will be prompted to enter your CAP login. Then after loading you will be prompted to enter your VKB login.

7. Customer Service and Support Sutherland Global Services Login to CCF CCF would load up…

8. Customer Service and Support Sutherland Global Services Login to CCF You will be prompted to enter your GC login.

9. Customer Service and Support Sutherland Global Services Login to CCF You’re now in…

10. Customer Service and Support Sutherland Global Services GC and GT tools are already incorporated in CCF so agents can easily pull up and create new orders. CCF has 2 main parts – DynaPad and Customer Assistance Portal (CAP) Parts of CCF

11. Customer Service and Support Sutherland Global Services GC Tool GT Tool DynaPad Customer Assistance Portal (CAP)

12. Customer Service and Support Sutherland Global Services How to use the tool? Click on New Call to start VKB(Visual Knowledge Base) is the home page of the CCF tool Log in to GC Log in to GT Select the country supported Select the appropriate Queue Enter the customer’s name Select “No” for new issues/customers Select the Call Type

13. When you select “Create New Order” After placing the order, document properly in Dynapad Click on “Complete Case” When you select on Issue with Order Enter the order number or other info (Email) After addressing the customer’s issue, document properly in Dynapad Click on “Complete Case” Customer Service and Support Sutherland Global Services

14. Customer Assistance Portal Customer Service and Support Sutherland Global Services Complete all the required fields indicated by a * Select an appropriate Issue Code Click on Find Customer Click on Resolve Issue or click on Save

15. Some cases may be escalated such as return and refund of an FPP and Fraud ESD orders. Customer Service and Support Sutherland Global Services How to escalate a case? Click on Resolve Issue Click on Move/Transfer SR Select the appropriate queue, then click Next Click on Done to complete the transfer

16. Customer Service and Support Sutherland Global Services