SummitSoft Customer Success Lab. Decision Making for Account Health.
Training objectives. Successful CSAs can recognise when deeper investigation is needed, identify meaningful patterns in account data, choose when to close, investigate, follow up or escalate, and balance customer risk with productivity.
How it works. You will work through 4 simulated customer interactions. Review the information and choose your best next step. There are 2 priorities: account health and time efficiency.
Type your name on the screen, then select Enter.

Let's get started. It is a typical day on the job. You are working in General Support. The CSM Platform shows My Queue with a customer call queue.