TSM Cases - Technical Support/Consultations
Use the TSM Cases Dashboard to monitor and update cases
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A situation requires assistance from TSM
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CSM creates Technical Support case on client SFDC account
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If consult by TSM is needed, include “Consulting” in the “Problem Type” selection field, and any other necessary selections
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CSM fills out “TSM Case Workflow” form in #tsm channel in Slack
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TSM’s will assign the owning TSM as a comment on the thread of the workflow in #tsm channel in slack
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Owning TSM will update
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the case owner to themselves
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Status as the status changes
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Context as the case progresses in the description, with time stamps, as needed
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TSM and CSM will collaborate on the completion of this case
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