SFDC and Process

What should be one of the first steps you take when you pick up a disk failure case?

Name the two most common case types

• Ops

• InfoSight

• Array

• SSaaS

The primary contact can be left off of a public comment (email)

• True

• False

TSEs get credit when duplicating a case

• True

• False

Where can Public comments be seen?

• SFDC

• InfoSight

• Customer Email

• TSE Email

A Cold handover is used when -

• The customer is still engaged

• The customer is not engaged

• Realigning Time Zone

• The customer requests someone to be available for them during an update

What kind of information could be found in the IYFG?

A TSE should assume ownership of a case when -

• The case owner hasn't done much on the case yet and the new TSE has

• A handover is being accepted

• Accepting a case out of the queue

• When they want the credit for the case closure. Gimme it.....

What two things should always be up to date and accurate?

• Current Status

• Plan of Action

• Your Phone's GPS

• A map of national treasures

Who gets credit for closing a case?

• The Case owner

• The TSE closing the case

• No one

• The Tooth Fairy