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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 their ZD ticket and utilizing “Go Live Follow Up” macro in a public reply. 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 recorded session for the client to refer back to. We would then set the ZD ticket to solved.
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