record first touch on an inbound support contact with the arrival timestamp on the customer's side of the channel that starts every sla clock, requester authorization and named-contact status before any account data is disclosed, entitlement and coverage calendar read from the executed agreement rat
record first touch on an inbound support contact with the arrival timestamp on the customer's side of the channel that starts every sla clock, requester authorization and named-contact status before any account data is disclosed, entitlement and coverage calendar read from the executed agreement rather than the plan label, contact reason coding, duplicate and merge decisions, and work the plan doe
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