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MSBU ---> Customer Support Service ---> ...
ways to ask for assistance as a customer: chat, phone, ticket, email.
ways to get cases to deal with as an engineer: chat, Dfm.
types of clients: Unified customer (premier, more prioritized), Professional (Pro), Strategic (S500, the most prioritized).
CSAM: ensuring the issues to specific customers are dealed with.
Ticket Lifecycle:
FQR ---> Technical Advisor ---> Partner TA ---> AVA (Escalation channel )---> PG
through ICM
DFM
Case ---> IR pending ---> waiting for Information ---> Troubleshooting ---> waiting for customer confirmation
Opened DFM
---> Team .... ---> Resolve ... ---> Case
Closed
Severity of DFM: A: high severity, B, C.
ICM: 4: Advisory, 3:if the DFM is sevB , 2:if the DFM is sevA, if a sevB is common for 5 different clients, 1.
Before Case Closure ---> Go through Closure Checklist (8 Questions) --> if there is a No a red flag will be raised
---> Ops Manager does a recovery process.
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