VNM CARE Refresher May 25

When should we verify Desired Outcome?

• When submitter provide us with technical DO

• Desired outcome should always be verified

• When desired outcome is out of GH scope

When Teams chat should be attached to GetHelp portal?

• Every 3 days.

• Before closing the case.

• On a daily basis as it occurs.

• It depends on the conversation

When should we clarify the next step action plan and the next update date?

• In the acknowledgment email and in every follow up email.

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  In every follow up email.

• In the acknowledgment email.

In which of the following scenarios we can override Priority?

• Low business impact, where action is pending on customer

• Engineer is actively working with customer no blocker. But submitter constantly asks for updates

• When DTM is met

• When submitter/customer became inactive

• All parties are involved, the case pending on PG with no ETA

The SEM promised to reach out the Submitter on Monday; nevertheless, he forgot about the agreement and decides to send an email on Tuesday. How should the SEM proceed on Tuesday after missing the agreement?

• Send a normal email on Tuesday, do not mention the missed commitment to avoid customer dissatisfaction and proceed to provide an update.

• Send a normal email on Tuesday, acknowledge the missed commitment by apologizing and proceed to provide an update.

SEM gets assigned to a GetHelp case wherein the prioritization of a support ticket is requested. The SEM checked DfM and saw that the SE is actively engaging with the customer. SEM decided to mark DTM at that point.

Is this correct?

• Yes

• No

SEM wanted to provide the update on the SR progress: “The assigned Engineer has not attempted to communicate with you since then, despite your follow-up on April 14th". Is this good to say so?

• Yes. We need to be transparent with Sub/Cx.

• No. This should be improved.