Internal Operations

AI Agent — Max

• How Max Works — Agent Guide
• How Max Should Write Internal Notes to Agents
• When to Escalate — Max's Limitations
• Max and Sensitive Tickets
• Quote & Product Recommendation Process (remove?)

Escalation Guides

• Escalation Matrix — Who Handles What
• Escalating to Production / Prepress
• Escalating to Finance
• Escalating to Management
• Urgent & Priority Tickets — Handling Guide

Policies & Procedures

• Offensive & Inappropriate Content — Routine
• Absence Routine — Coverage, Priorities & Handover (Check!)
• CX Working Hours & Response Time SLA
• On Hold in Zendesk — When & How to Use (Check!)
• One Sheet — One Batch Routine (Check!)
• Purchase Order Handling (B2B) (Check!)

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Market & Brand Guide

• Markets & Brands — Full Overview (Check!)
• Language Guide — When to Reply in Which Language
• CX Terminology Glossary — SE/NO/DK Language Adaptation
• Tone of Voice — SE & NO
• Tone of Voice — DK & FI
• Tone of Voice — UK, IE, AU & NZ (English Markets)

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Tools & Systems

• SharePoint — Where to Find CX Routines & Documents (Check!)
• nShift — Tracking & Shipping Investigations (Check!)
• Slack — Internal Communication & Escalation Channels (Check!)
• On Hold in Zendesk — When & How to Use
• SignAdmin — How to Use the Order Management System