TCO Process

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

• 1. Check case history →  Check attachment → Call or Chat → Send scoping email

• 1. Chat → Chat if not available to call → Check case history → Check attachment → Send scoping email

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

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

Answer explanation

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

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

• 1. TRUE: Advising we are Out of Scope is needed to set clear Desired Outcome before closure.

• 1. 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.

0SR case handling process should not be used for:

• Premier customers

• Premier partners

• Both Premier customers & partners

Answer explanation

For Premier customers and Premier partners we need to follow the Premier Escalation Process Flowchart.

8. TCO process requires us to have a voice-to-voice conversation with submitter’s, external customer’s or partner’s?

• TRUE

• FALSE

When do we re-route the submitter to the correct escalation point?

• If we determine the case needs to go to a different team within GetHelp.

• If we identify there is a better path for the submitter to follow instead of our team, provide all necessary details for them to reach out to the right resource.

• If we don't feel like we want to handle the case.

• If we are unsure about the issue and which team should handle the case.

When do we need to provide a next steps action plan and next update date?

• In the internal acknowledgment email.

• In internal acknowledgment email and all follow up emails.

• In all internal email interaction.

• In all acknowledgment email and follow up emails within internal and external thread

When desired out come has been made and the customer has accepted the solution, the correct path would be:

• Validate if submitter is the right person to fill the feedback -> Remind them of the feedback -> Closure email and archive the case

• Validate if submitter is the right person to fill the feedback -> Closure email & archive the case -> Remind them of the feedback

• Summarize the case in the final response email -> Validate if submitter is the right person to fill the feedback -> Remind them of the feedback -> Closure email and archive the case

• Summarize the case in the final response email -> Validate if submitter is the right person to fill the feedback -> Closure email & archive the case -> Remind them of the feedback

If we get explicit confirmation from the customer, the issue was resolved but internal submitter is unresponsive after first confirmation attempt:

• We still need to follow the 3 strike process as normal before closing the case.

• We don't need to follow the strike process and can close the case.

• We still follow the 3 strike process and proceed to close the case by sending a closing email explaining what was done and stating we have customer's confirmation that the issue has been resolved.

• We don't follow the strike process, proceed to close the case by sending a closing email explaining what was done and stating we have customer's confirmation that the issue has been resolved and attach a proof of this confirmation.

Answer explanation

Explicit confirmation could be an email from the customer directly stating the issue raised in the desired outcome of the GetHelp case was resolved. It can come either from the Support case or the GetHelp case if you are in direct communication with the customer/partner.

Your peer is OOO for two days so you get the case assigned as a backup. During these two days, how should you proceed with the case handling if your PTA/TM/TL/Trainer/QA provide a guideline?

• Sending updates based on priority notifying updates and wait for the initial case owner.

• For those two days, the SEM will be owner; therefore, actioning the guideline is a MUST while the other SEM is OOO.

• Documented the guideline properly in the case note and wait for your peer to get back and take action.

What is the correct process of the Three strikes for unresponsive submitters?

• Strike 1: attempt a phone call or Teams -> send a follow up email restating the ask.

  Strike 2: attempt a phone call or Teams -> send a follow up email restating the ask and altering of case closure.

  Strike 3: attempt a phone call or Teams -> send closure email

• Strike 1: attempt a phone call or Teams -> send a follow up email restating the ask.

  Strike 2: attempt a phone call or Teams -> send a follow up email restating the ask.

  Strike 3: attempt a phone call or Teams and altering of case closure-> send closure email.

• Strike 1: attempt a phone call or Teams -> send a follow up email restating the ask.

  Strike 2: attempt a phone call or Teams -> send a follow up email restating the ask and altering of case closure.

  Strike 3: Send closure email.