Phase 2 Initial Set Up

[MeganCrowthers]

@AndyBoatwright @Savannah-Marie @The-Living-Bonk from the meeting

Below is a list of issues/ that need to be completed as part of Phase 2.

1. Investigate and Fix URL's in customer responses. Example EMA0003406 in Test Environment. The highlighted section below is not a clickable link. Links will need to be clickable for customers:

User Story: As a customer, I would like to access self service options by selecting the clickable URL within the email body.

2. Complete FAQ Sheet and Confirmation and Sign Off

3. Update and Adjust FAQ and get final sign off

4. Seperate QnA Knowledge bases to bet set up for West and North

5. Development Task - Propigate metadata within knoweldge base - adjust response location coding as required in order to use the metadata to use the correct response (where needed).

6. Prime the customer services team leads within Soverign Auth to keep us information of any changes or updates that ay be reuqired or any additional FAQs they may reicve

7. Reporting - How are we going to measure savings? How can we measure what our FAQ's were responded to. (How do we report on cases where the agents have slightly edited the response).

8. Development Task - How will the Sovereigns view the suggested response.

9. Discuss with other Sovs BAU handovers

10. Discussions to have with Web Team:

• Insurance Claim Form - not available online
• Damaged Vehicle - not available online
• Contact Us Form (Is there a way of additional an additional question, is your enquiry about your address? (Yes no field) If No - customer to give location (postcode or town)