AMS - PSSST - Refresher

Front

As a part of TCO, what is a correct flow of case scoping? Check case history → Check attachment → Call → Chat if not available to call → Send scoping email

Back

Check case history → Check attachment → Call → Chat if not available to call → Send scoping email

Answer explanation

It's important to highlight one of the main aspects, being phone calls the preferred method of communication, as well as a constant analysis of customer's temperature to perform recovery or remind them of the survey.

Front

When can we start to disengage from a GetHelp escalation with a support case if the customer confirms the issue is resolved but the submitter is unresponsive?

Back

We don't need to follow the 3 strikes rule. We can send a closing email to the submitter instead of the 1st strike and explain what was done to disengage and close the case.

Front

This is a 0SR case and the SEM guides the submitter to create a support request with the Azure team. The taxonomy of the case should be: Case Rerouted or Case Out of Scope - Transferred Internally; Customer's Primary Request - Not Resolved; Alternate Resolution Provided - Workaround Provided; Customer's Request Fully Resolved - Expedited Existing Request; Case Rerouted or Case Out of Scope - Redirected to Other Internal Resources.

Back

Case Rerouted or Case Out of Scope - Redirected to Other Internal Resources.

Front

Is the DTM met at this point of case development? SEM gets assigned to a GetHelp case wherein the prioritization of a support ticket is requested. The SEM escalates the given SR through the correct path and receives a response from the dedicated team, stating the following: “Hello, thank you for your escalation, please consider that we already had a call with the customer and we’re actively working to resolve the issue”

Back

YES!

Front

What is the process for Priority Override?

Back

Override when there is a valid reason, document and notify submitter accordingly.

Front

When should we clarify the next step action plan and the next update date?

Back

In the acknowledgment email and in every follow up email.

Front

When Teams chat should be attached to GetHelp portal?

Back

On a daily basis as it occurs.

Front

Out of Scope Scenarios: We can close the case advising that we do not handle the case. Close the case to avoid misunderstandings.

Back

FALSE: We should never shut down a submitter telling them a request is not under our scope and close the case without first providing a possible path for resolution. Provide explanation and ask for approval.