So far in our implementation I've received a number of questions around the Snooze feature. How do I snooze? How do I unsnooze? Is snooze time based on system time or my local timezone? When I set snooze is it THROUGH the defined date, or UNTIL the defined date?
It sounds like a simple feature until you go try to use it and then you realize the documentation around it is lacking.
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We're interested in hearing what customers feel is the desired behavior for snooze. Would it be best if snooze actually changed the CTA's due date?
I was hoping the Snooze feature would help prevent CTAs from becoming overdue in situations where the CSM is either waiting for internal answers/help or for the customer to respond or provide something.
Are the comments above from several years ago - is the only way to prevent something from becoming overdue by changing the CTA due date?
I agree that it would make sense for the Snooze end date to update the CTA due date.
How does everyone else manage situations where due dates are unattainable due to factors outside of CSMs’ control?