To Transfer or Not
The customer is available to continue working during the case owner's hours.
What is do not transfer the case?
The customer requested 24x7 support on an eligible SEV A/SEV B case, is responsive, there is an going business impact
What is warm handover?
It is the procedure to be followed when a case you currently own needs to be reassigned to someone else.
What is transfer of case ownership
Give this address to the cx in case they need help outside working hours
What is azurebu@microsoftsupport.com?
This is written in a good format, so it is easy to understand case facts.
What are case notes?
You have reached EOS, Severity not raised, but the customer would like to continue working with the next available engineer until the issue is resolved
What is transfer the case?
You do not speak the CX language but they request 24x7
What is engage translation services
having more than three (3) transfers impact THIS negatively by ~10% or ~0.4 points.
What are cstat scores
This is the time before end of shift that you would transfer the case
What is one hour?
This is sufficient that someone can fully understand case progression without having to read through email threads.
What is case transfer notes?
Scenario:
Customer is entitled/qualified for 24x7 support.
Customer requested 24x7 support.
Customer is responsive and will remain available 24x7.
There is an ongoing and compelling business impact.
What is transfer the case?
Customer does not require 24x7 support, wishes to work outside your hours
What is a cold handover?
This decision is based on balancing what may be in the best interest of the customer given the status of their case, entitlement, and eligibility.
What is "Should I transfer the case"?
When you observe a 24x7 case where the customer is actively engaged and the issue is not mitigated even after 24 hours (e.g., the case is now back at the originating region),
Let your TA or Manager know to facilitate coordination between engineers to limit the number of engineers that work on the case.
These contact details are required in your case notes
What is the last contact time and the next contact time?
YOu are on a 24x7 case when you have overlapping hours with the customer, but they become unresponsive or action is pending on the customer?
What is keep the case?
Customer is NOT available to continue working during the case owner's hours and work is expected to be completed outside the case owner's shift.
What is cold handover?
This ensures a better customer experience overall.
What is not unnecessarily transferring cases?
The resolution is delivered and you are waiting on an RCA and there is a severity mismatch? (e.g., Case is SEV A, ICM is SEV 3)
What is let the customer know that it is in their best interest if you kept the case and updated them at an agreed time so there is singular ownership?
The Case cannot be progressed overnight
What is keep the case?
This ensures the next owner can hit the ground running without the customer having to repeat themselves.
What are case notes?
the resolution is delivered but the customer requests "check in" or "monitoring"?
What is "have a clear understanding and agreement with the customer on WHEN you will contact them next. If the customer is agreeable to you checking in during your shift hours, then hold on to the case"?