In this guide
Ask for the task firstCollect context that changes the answerKeep sensitive material out of intakeEnd with ownership and next actionAn intake record should help the team understand the customer’s request and the responsible next action. It should not collect secrets just because a form has room for them. Begin with order identity, requested action and the current observation.
Ask for the task first
State whether the customer wants a new order, renewal clarification, device-change guidance or help with an existing issue. Match the request to an original order reference where one exists. Use the customer’s established contact route and follow the actual ownership-verification process before making account changes.
Collect context that changes the answer
For a player issue, the exact app name, device model, software version and error wording can matter. For a payment question, the relevant transaction reference and quoted order are more useful than a full device history. Avoid demanding the same long checklist for every request.
| Request | Relevant initial context |
|---|---|
| Renewal question | Existing order and intended account |
| Player prompt | Exact player and prompt wording |
| Payment reconciliation | Order, amount, currency and transaction reference |
| Device replacement | Old/new device plan and relevant account conditions |
Keep sensitive material out of intake
Do not ask customers to paste passwords, complete playlist links, recovery codes or payment-card details into routine case notes. If an exceptional verification step is necessary, define an appropriate protected process with the responsible provider. The intake should be usable by the next agent without exposing access material.
End with ownership and next action
Assign a case reference and a person responsible for the next step. State what is confirmed, what is pending and what evidence is needed. A customer should understand whether the team is asking a question, waiting for provider confirmation or reporting a completed action. This original workflow does not establish Dream staffing, response times or a particular support platform.
Questions about this guide
Does minimum data mean I should omit the order reference?
No. Collect enough relevant information to perform the task. A private order reference can prevent a change being applied to the wrong account. Minimum data means purposeful and sufficient information, with unnecessary secrets and unrelated personal history left out.