GP Refresher 2

When should a CSAM be reached regarding a case?

• • Whenever customer is unavailable

• • Only during office hours

• • When there are account-related questions only

• • When the case is critical

What is the primary goal of a CritSit Manager in terms of customer relations?

• • Solve the problem as quickly as possible.

• • Make the customer feel at ease and confident in Microsoft.

• • Avoid addressing customer concerns.

• • Delegate concerns to another department.

What is the dummy account that can be added when creating 1:1 Teams chat with Microsoft stakeholders?

• critsituser@

  microsoft.com

• 
  crituser@

  microsoft.com

• critsit@

  microsoft.com

• crit-365@

  microsoft.com

Why is it important to engage and proactively respond when being added as a backup?

• • To avoid internal escalations

• • To ensure seamless case management and support

• • To delegate the case to someone else

• • To minimize communication

What can the CSM proactively confirm prior to suggesting disengagement to the customer, to ensure the company will keep receiving active support? ​

• The CSAM's work hours​

• The engineer's work hours, or any collaboration is required

• That the M1 is engaged with assigning an active

  engineer

• Confirm if the MRT team will be monitoring the case further.​

What action should be taken when there are pending actions on Microsoft Product Group?

• • Obtain a tentative ETA from the engineer and inform the customer if any

• • Increase the ICM severity immediately

• • Engage technical support or collaboration

• • Discuss with the CSAM

What should you do if the CSAM is concerned about the case progress and wants to stay involved?

• • Understand and address concerns, assure to drive the case and ask CSAM to disengage

• • Tell CSAM to trust us and let us handle the case without their interference

• • Report to TMs

• • Transfer the case to more senior colleague

You’re about to disengage from the case. How can you make your disengagement clear?

• Inform the CSAM and case owner

• • Send a disengagement email

• • Clearly communicate verbally and in writing to all stakeholders

• • Report to SMEs

What should you do if you are added to a group chat due to CMETBOT request?

• • Change the group title to CMETBOT-Engagement-<case no.>

• • Change the group title to INT-<case no.>

• • Change the group title to Company-<case no.>

• • Change the group title to CSM-<case no.>

All of the following are good practices of active listening, except to _______.

• let the sender know you received the message

• ask question

• correct the speaker

• give information if needed