CritSit Documentation

What is NOT included in CritSit Documentation?

• Current Status & Action Plan

• Notes & Attachments

• Business Impact

• None of the above

What are 3 C's in CritSit Documentation?

• Comprehensive, Concise, Coherent

• Comprehensive, Concise, Case-specific

• Concise, Concrete, Case-specific

• Comprehensive, Concise, Concrete

What needs to be put in Overview part?

• Product name and impact of the issue

• Issue description and its impact

• Impacted product and issue description

• Company name and issue description

What is included in Business Impact statement?

• Technical Information

• Vague terms

• Unconfirmed financial impact

• None of the above

When is the best time to collect details about Business Impact?

• Intro Call

• Shift Change Call

• Triage Call

• All of them

What should you do if Customer did not pick up the call to discuss Business Impact?

• Ask your colleagues for help

• Write a generic BI statement

• Send email to Customer or join engineer's call to reach Customer

• Research information from the internet

What should CSMs do to develop a specific Business Impact?

• Check Customer's verbatim, and the impacted technology

• Ask Customer/engineer about the functions of the technology that are unavailable

• Ask about consequences of such impacts to Customer's business

• All of the above

When don't CSMs have to ask Customer about the Business Impact?

• Introduction Call

• Triage Call

• Shift Change Call

• Closure Call

What should be included in the Current Status?

• Actions have been taken to investigate the issue

• Details about Customer's environment, names of the engineers engaged in the case

• Taken actions, results of those actions, next steps to implement

• Steps have been done by Customer

Which should not be included in current status?

• Troubleshooting history days ago

• Filler statements such as: Due to the issue, Upon the most recent engagement...

• Too much technical terms

• All are correct