Opening: 1 - Greeting

Thank you for contacting the Cummins IT Service Desk. My name is

@Model.ExpertFullName. Can you please confirm that I am chatting with
@Model.SeekerFullName and that your WWID is @Model.SeekerSamAccount?
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Opening: 2 - Verification
May I also have your phone number, and are you working at a Cummins location or
from home?
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Opening: 3 - New or Existing
Is this chat regarding a new or existing issue?
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Opening: 4 - Existing Ticket Number
Do you happen to have the request number handy?
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Opening: 5 - Ask for Issue
Thank you for confirming. How may I help you today?
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Out of Scope
Thank you! This issue will be supported by our next level team. I will quickly
create a ticket and assign it to the relevant team. This will only take 2-3
minutes, please stay connected.
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Probing: Option 1 (Paraphrase)
If I understand the issue correctly, you are facing an issue with
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Closing: 1 - Ticket / Anything else

The request number I created for you is XXXXXXX. Is there anything else I may
assist you with?
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Closing: 2 - Thank you
Thank you for contacting the Cummins IT Service Desk. Have a great day!
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Empathy
I will surely assist with this.
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Hold: 1 - On hold
Thank you. Please let me research this problem. I will be back with you in 2-3
minutes. Is that OK?
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Hold: 2 - Return back to seeker
Thank you for waiting!
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No Response from User 1
Hi @Model.SeekerFullName are we still connected?
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No Response from User 2
As I am not able to receive any response from your side I will now go ahead and
disconnect this chat. Please try contacting us again or drop an email to AA086 (IT
ServiceDesk Mailbox)
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Probing: Option 2 (Additional questions)

Thank you. In order to provide the correct resolution, please let me ask a couple
of clarifying questions.
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Submit Request from Portal 1
Now that your request is submitted, you should have received a confirmation screen
which also includes your ticket number. The request will also reflect under My
Tickets >> My Requests option in the top right corner of the screen. You can track
the status of this request from there.
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Submit Request from Portal 2
As part of our process, I am also required to submit an Incident ticket as evidence
of our conversation and my assistance in helping you submit your request. This will
reflect as a separate Incident number and will be marked as Resolved.
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Survey PItch
We would really appreciate your valuable feedback. Please take a moment to fill out
the survey sent over an email, once your ticket is marked Resolved.
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Teams Conference Link
[Join online conference](@Model.ConferenceUri)
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Web Conference Link
Join online conference: {ConferenceUri}
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Whoops
Please ignore my previous question. I clicked the wrong button.
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