Operational Integrity
Knowledge Resources (internal and external) – What resources are available to users and Support engineers to solve problems? Are they searchable, up to date and available in the appropriate languages? Does it make sense to deliver external knowledge in multiple languages and how can that be done efficiently?
Case Assignment Flow – After the user enters a case, how is it assigned within the team? Is that process efficient and appropriate? Is there cherry picking? Can the current system provide the proper routing needed to optimize flow for skill, subject matter and case load?
Case Handling Flow – Are Support Engineers enabled to review a case, view diagnostics and communicate with users quickly and effectively? Is multimodal communication supported? What are the definitive diagnostics for certain problem categories and how can this data be collected to create resolvable bugs?
Case Escalation Flow – When a case needs to be passed on to a higher level of Support, product, Management or Engineering for resolution, is that process controlled, efficient and providing as much context as possible?
Case QA Process and Guidelines – Do Support Engineers know the principles and voice for responding to customers? Are they escalating and resolving properly?