GetHelp Quality Refresher

How often Case Notes should be updated?

• Based on priority

• Daily

• Whenever there is update

• Before closing the case

As a part of TCO, what is a correct flow of case scoping?

• Chat → Chat if not available to call → Check case history on DFM and GH tool → Check attachment → Send scoping email

• Check case history → Check attachment → Call /Chat to confirm information and desired Outcome → Send scoping email

• Check case history → Check attachment  →  Send scoping email → Chat

Answer explanation

In which scenario, SEMs are allowed to not initiate Teams contact as a part of TCO?

• 0 SR cases

• Out of Scope cases

• Unmanaged cases

• Teams contact is always required

Why is it important to set expectations on Next Status Update date and next course of actions?

• To comply with MSFT policy

• To not get a score down from QAs

• To show our credibility to submitter/customer

• There is no need to do it

When Next Status Update date expectation should be set?

• In Ack email

• In Status Update email

• In Ack and Status Update email

• In Ack, Status Update and Closure email

What is grammatically correct sentence?

• Per checked with you via teams, gethelp team is unable to help and will now disengage.

• Per checked with you via teams, GetHelp team will now disengage and you will engage with ABC, who is the most appropriate team to address your queries.

• As per our communication via Teams, get help case will be temp archived and you will engage with ABC, who is the most appropriate team to address your queries

• As per our communication via Teams, GetHelp team will now disengage and you will engage with ABC, who is the most appropriate team to address your queries.

Desired outcome: Engineer assignment

Current status: Engineer is assigned and is working on the case. Issue is not resolved yet, however, permission to close GetHelp was granted as desired outcome was met.

What should we select as Resolution?

• Customer's Request Not Resolved - Issue ongoing [Case associated to internal systemic issue tracking]

• Case Rerouted Or Case Out Of Scope - Redirected non-Premier Account Team to Support

• Customer's Request Fully Resolved - Expedited Existing Request

• Customer's Primary Request - Not Resolved, Alternative Resolution Provided - Other - Specify in Primary Outcome Additional Details

Answer explanation

Used when the GetHelp case was submitted to accelerate something, NOT to resolve it. If the GetHelp case was submitted to get traction on an existing support case, this can be used if traction is acquired and the submitter agrees that the GetHelp case can be closed prior to case resolution.

What do you need to do if you missed sending update on promised day?

• Document in GetHelp case notes and acknowledge the delay in the next update email to submitter/customer

• Apologize to the submitter/customer about the delay

• Document the reason of delay in GetHelp case notes

• No action needed

Each escalation should go through status "Open - Solution in Development" to confirm the DTM is met:

• True - all escalations should go through DTM process

• False - some escalations don't require SME engagement

• N/A

How DTM note should be added to case notes?

• DTM note should be added separately when DTM is met.

• DTM note can be added anytime during case life.

• DTM note should be combined with case update note and added on the same day when case status was changed to "Solutions in Development".

• DTM should be added before case closure.