VNM Refresher

For unassigned support cases, what should be the best path to process disengagement:

• 
  Clarify the desired outcome > Explain our roles as a SEM to set the right expectation > create SME Query to push case assignment > SE assigned and actively working on the case > Ask for disengagement

• Explain our roles as a SEM to set the right expectation > create SME Query to push case assignment > SE assigned and actively working on the case > Wait until the SR is resolved > Ask for disengagement

• Create SME Query to push case assignment > SE assigned and actively working on the case > Explain our roles as a SEM to set the right expectation > Ask for disengagement.

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

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

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.

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.

• Update case notes on a daily basis

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

• Strike 1: Status Update

  Strike 2: Teams chat

  Strike 3: Final Response

• Strike 1: SU

  Strike 2: Email

  Strike 3: Final Response

• Strike 1: SU and Teams Chat

  Strike 2: SU and Teams Chat

  Strike 3: FR and Teams Chat

• Strike 1: SU and Teams Chat

  Strike 2: SU and Teams Chat

  Strike 3: SU and Teams Chat

  And then Final Response

Ask a part of TCO, when Teams conversation should be initiated?

• Before sending Ack email, but I am not doing it

• On the first day of case handling. Go away, QA!

• No need to contact via Teams, I don't care!

• Any point during case handling is fine

What is the process for Priority Override?

• Override, that's it! We are swamped!

• Override when the case is on track

• Override when there is a valid reason, document and notify submitter accordingly

• What? We can override priority?

What should be a correct Complications for GH that was raised on the same day as SR. Engineer was not assigned, however, after our escalation SR was resolved on the next day.

• Field - Engaged Incorrect Team

• Support - Unresponsive

• Field - Escalated Prematurely

• Support - Missed Initial Response time

When Teams chat should be attached to GetHelp portal?

• On a daily basis as it occurs

• Before closing the case

• Every 3 days

• Every minute

When should we verify Desired Outcome?

• When submitter provide us with technical DO

• Desired outcome should always be verified

• There should always be inital scoping of DO

• When desired outcome is out of GH scope