GP Refresher 2

• Whenever customer is unavailable

• Only during office hours

• When there are account-related questions only

• When the case is critical

• Solve the problem as quickly as possible.

• Make the customer feel at ease and confident in Microsoft.

• Avoid addressing customer concerns.

• Delegate concerns to another department.

critsituser@

microsoft.com

crituser@

microsoft.com

critsit@

microsoft.com

crit-365@

microsoft.com

• To avoid internal escalations

• To ensure seamless case management and support

• To delegate the case to someone else

• To minimize communication

The CSAM's work hours​

The engineer's work hours, or any collaboration is required

That the M1 is engaged with assigning an active

engineer

Confirm if the MRT team will be monitoring the case further.​

• Obtain a tentative ETA from the engineer and inform the customer if any

• Increase the ICM severity immediately

• Engage technical support or collaboration

• Discuss with the CSAM

• Understand and address concerns, assure to drive the case and ask CSAM to disengage

• Tell CSAM to trust us and let us handle the case without their interference

• Report to TMs

• Transfer the case to more senior colleague

Inform the CSAM and case owner

• Send a disengagement email

• Clearly communicate verbally and in writing to all stakeholders

• Report to SMEs

• Change the group title to CMETBOT-Engagement-<case no.>

• Change the group title to INT-<case no.>

• Change the group title to Company-<case no.>

• Change the group title to CSM-<case no.>

let the sender know you received the message

ask question

correct the speaker

give information if needed