Classify cases into the correct escalation path based on impact, authority, and service risk.
Sort each case by the path it actually needs. Resolve at L1 Specialist support Service incident Client decision Customer asks for shipment status and the tracking tool is available Agent cannot access the CRM and 80 other agents report the same error Refund request is outside policy but customer has a documented medical hardship Customer reports duplicate billing that requires finance ledger lookup Customer asks to update address and provides all required proof Knowledge article conflicts with the latest client memo on warranty exceptions Payment gateway timeout affects every checkout contact in the queue Customer has a tax exemption document…
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