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Go over SLAs of the support team and set expectations and create good habits
“One of the major things we ask is that you please do your best to utilize the help resources (support portal and knowledge base) to find an answer before contacting support. Of course don't hesitate to raise a support ticket if needed and we will be happy to help. When raising a support ticket we ask that you provide all specifics when possible. (i.e. Sales order numbers, screenshots, timestamps) The more detailed you are the better we can investigate the issue and minimize the amount of back and forth. Don’t ever feel like you are giving too much.”
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This portion of the phone call should be used to again, set expectations, provide support information (ie. How to contact support. What time support is available, etc..) and address any questions or concerns the client may have.
On-boarding Final Call Hand-off Content
We will show you how to:
Have a conceptual understanding of Pipe17 - understand the hub/spoke model
E.g. directionality of each data flow
And how to troubleshoot and file support tickets given that Pipe17 is in the middle
Understand your current Pipe17 configurations
Walk through what was configured at a high level
Configure your Pipe17 exceptions and notifications (if not done already)
Use your Pipe17 portal more generally
Add users, reset password
Useful documents
Troubleshoot in your Pipe17 environment
Order source, when needed
Events
Order Routing
File support tickets as needed
Answer any questions you have
Sign up for any future configuration or on-boarding services you may need
Post Phone Call Follow Up:
This portion of the process involves the support agent returning to his their ZD ticket and utilizing “Go Live Follow Up” macro in a public reply, that . This macro would essentially recap the Go Live call. Again providing the aforementioned urls (support portal, knowledge base and status page) and all support details,(ie. hours of operation) as well as attaching a copy of the record recorded session for the client to refer back to. We would then set the ZD ticket to solved.
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