Change Update/Clarification/Reiteration	Description	Applicable POD	Effective Date
Handling Grievance Cases	1) CNX_SM team will be responsible for the Grievance Redressal group 2) CNX_SM team will handle end-to-end resolution for all Activations and BSO queries 3) CNX-SM team will reassign customer support queries to the Customer Support group 4) The CNX_SM team will provide an L1 response for cross functionally dependent cases and wait for 1-2 minutes for the L1 to be delivered before assigning the tickets to the Escalations group. 5) RZP_Escalations team will follow the process outlined in the SOP SOP Link	CNX Social Media and RZP Escalations Team	07/08/2023
AAB Reiteration	- Agents need to have a screen recording or a proper error screenshot if the AAB issue persists. Regular screenshots will not be accepted. - The same has to be highlighted with the managers and process team.	All PODs	-
Pricing Queries	Omni PODs should be answering pricing queries when MX is asking for specific methods and not all. CNX Training team to give a refresher to all Omni PODs on the same.	Omni Channel	Already in practice