Adobe Connect Case Management - Tier 2

Connect – Case Management (Tier2)

Voice

 Instructions for Connect Tier2 Engineers to take incoming calls

 1. Customer Contacts Adobe via phone.

2. Receives call and probes customer to understand the issue in detail.

3. Checks if the issue is Connect issue or integration issue.

4. Connect issue: Follow the existing Case Management process of Connect.

5. Integration Issue:

    i. Create case to document to contact and provide case number.

    ii. Perform entitlement (Customer must be one of the two supported users in their company for the SiteCatalyst product)

    iii. If you have not verified entitlement, then deny support and explain the support policy to the customer

    iv. If you have verified entitlement, then do the following steps:

        1. Obtain the priority from the customer and set the appropriate value.

        2. Research the issue using all available means to identify a resolution.

        3. Start troubleshooting issue:

            v. If you reach a solution for customers, then do the following steps:

                1. End call with customer.

                2. Update case notes.

                3. Set case status as closed – END

                    vi. If there is no resolution available, then do the following steps:

                        1. Post the query in chat room (Provide all the details of troubleshooting already performed)

                        2. Check the response received from SME in chat room

                        3. Assists customer based on the solution received :

                            a. If you reach a solution for customers, then do the following steps:

                                i. End call with customer

                                ii. Update case notes

                                iii. Set case status as closed – END

                            b. If there is no resolution available, then do the following steps:

                                i. Informs customer that issue needs further investigation

                                ii. End call with customer

                                iii. Contact the appropriate team via email

                                    (SiteCatalyst -clientcare@adobe.com, CQ -dsupport@adobe.com)

                                iv. Update the case notes and status

Instruction for Site Catalyst / CQ team

1. Review the issue details received from Connect team.

2. Troubleshoot and resolve the issue.

3. Provide resolution to connect team via email.

Instructions for Tier 2 Engineer after receiving update from Site Catalyst / CQ team

1. Review the resolution details received.

2. Provide resolution to customer.

3. Update case notes and case status as closed.

Connect – Case Management (Tier2)

Web

 Instruction for Connect Tier2 Engineer to handle cases via support portal

1. Customer Contacts Adobe via Support portal.

2. Queries for cases and review case details.

3. Check if the issue is Connect issue or integration issue.

4. Connect Issue:

    i. Follow the existing Case Management process of Connect

5. Integration Issue:

    i. Performs entitlement (Customer must be one of the 2 supported

       users in their company for the SiteCatalyst product)

   ii. If you have not verified entitlement, then deny support and

        explain the support policy to customer via case notes

    iii. If you have verified entitlement, then do the following steps:

        1. Review the priority and set the appropriate value.

        2. Research the issue using all available means to identify a resolution.

        3. Start troubleshooting issue

       iv. If you reach a solution for customers, then do the following steps:

            1. Update case notes

            2. Set case status as closed – END

        v. If there is no resolution available, then do the following steps:

            1. Post the query in chat room (Provide all the details of troubleshooting

                already performed)

            2. Check the response received from SME in chat room

            3. Assists customer based on the solution received:

                a. If you reach a solution for customers, then do the following steps:

                        i. Update case notes

                        ii. Set case status as closed – END

                    b. If there is no resolution available, then do the following steps:

                        i. Informs customer that issue needs further investigation via case notes

                        ii. Contact the appropriate team via email

                            (SiteCatalyst -clientcare@adobe.com, CQ -dsupport@adobe.com)

                        iii. Update the case notes and status.

Instruction for Site Catalyst / CQ team

1. Review the issue details received from Connect team.

2. Troubleshoot and resolve the issue.

3. Provide resolution to connect team via email.

Instructions for Tier 2 Engineer after receiving update from Site Catalyst / CQ team

1. Review the resolution details received.
2. Provide resolution to customer.
3. Update case notes and case status as closed.

Support Boundaries for Site Catalyst issues

1. API failure as determined / identified by Tier 2
2. Shared secret / authentication problem (after initial troubleshooting steps outlined in link below)
3. SiteCatalyst client has questions or concerns regarding how to properly use one of their existing report suites in the Connect integration