Remove broken university.gitlab.com links from handbook

**1:MANY** : [Adoption Labs Master Decks](https://drive.google.com/drive/u/1/folders/1h-I2J_J4MlgBmjfwxpdGiyVM0vIVW9vY) /  [Webinar Master Recordings](https://drive.google.com/drive/u/1/folders/1x0_7J30cTpfbRXjrXgG_2XOIARLusNt3) / [Webinars Youtube](https://www.youtube.com/playlist?list=PL05JrBw4t0Kpczt4pRtyF147Uvn2bGGvq) / [Scale Webinars Dashboard](https://gitlab.gainsightcloud.com/v1/ui/dashboard#/7b7c1229-e510-490f-9dbe-5c082b4e1c30)

**COACH** : [CI Product Coach playbook](https://docs.google.com/document/d/1qUu2JGe9c_KGMaC67z1R5li_5IVFKdyuz2xdFnic97U/edit) / [CI Coach Report](https://docs.google.com/document/d/1LUtRu5EiPES9g9EORrk6poZ6t6Grj1Wqd19CbYepHGM/edit?usp=sharing) / [Security Coach Playbook](https://docs.google.com/document/d/1e1-Ib6lDR61QigylGLmAEWMePorauCWdg2Kb3v4jYLM) / [Pipeline Parser](https://gitlab.com/ci-product-coach-pipeline-parser/pipeline-parser-2-0) / [Security Coach Common Topics & Recommendations](https://docs.google.com/document/d/1li025fruN2shzQr5tVE5Ss0wVnXcIzOMGe9V6aqeuJ4/edit#heading=h.ndg2qmc91wtx)

**DEMO** : [Demo Cloud](https://gitlabdemo.cloud/login) / [Shared Demo Systems Doc](/handbook/customer-success/demo-systems/#access-shared-omnibus-instances) / [Sandbox Cloud](https://gitlabsandbox.cloud/login) / [CS Shared Demo Space](https://gitlab.com/gitlab-learn-labs/webinars)

**TRAINING** : [DevSecOps Bootcamp Nana](https://techworld-with-nana.teachable.com/p/devsecops-bootcamp) / [New CSE Learning Path](https://university.gitlab.com/learn/learning-path/scale-customer-success-engineer-cse-onboarding)

**TRAINING** : [DevSecOps Bootcamp Nana](https://techworld-with-nana.teachable.com/p/devsecops-bootcamp)

**USEFUL APPS** : [Rectangle](https://rectangleapp.com/) / [Amphetamine](https://apps.apple.com/us/app/amphetamine/id937984704?mt=12)

**CSE Lunch & Learn Recordings** : [Recordings](https://drive.google.com/drive/folders/1lXYzA4QSFEtR1zr0n7Nby7OYMrUYoVw4)

As a member of the pre-sales team, closing another successful deal for GitLab, it is important to pave the way for the CSM. A successful CSM introduction is a critical step in the customer lifecycle. An effective CSM introduction will lead to customer excitement about the product and increase the CSM's credibility as they assist the customer through onboarding, implementation, and adoption.

<!-- NOTE: This course probably needs to be checked to ensure it's not conflicting with the new guidelines -->

Please review this course on [Introducing the Customer Success Manager](https://university.gitlab.com/courses/introducing-the-technical-account-manager).

## Engaging a CSA/M/E

Not all accounts qualify for a CSA/M/E.

### Consider these additional guidelines

It is worth considering the [privilege guidelines](/handbook/legal/risk-management-dispute-resolution/#privilege) when communicating with GitLab's Legal and Corporate Affairs team (aka the LACA team), including the Legal Employment team. Note that, if a communication is privileged, it can be protected from disclosure in litigation or other disputes. If in doubt, there’s an internal, GitLab University micro course on [‘Privileged communication’](https://university.gitlab.com/courses/attorney-client-privilege), which is relevant to any team member who communicates with the LACA team, seeking legal advice on behalf of GitLab. The training explains the legal protection which may be applied to certain communications between team members and LACA and how best to communicate in order to be protected.

It is worth considering the [privilege guidelines](/handbook/legal/risk-management-dispute-resolution/#privilege) when communicating with GitLab's Legal and Corporate Affairs team (aka the LACA team), including the Legal Employment team. Note that, if a communication is privileged, it can be protected from disclosure in litigation or other disputes.

It is also important to note that, if you receive any formal documents that appear to be legal notices, demands, subpoenas, court papers, or other potential litigation materials, you should please forward these by email to the legal team immediately (to the 'legal@gitlab.com' email address) without responding yourself. Please add a brief note explaining when and how you received the document. These materials often have strict response deadlines, and your prompt sharing allows the legal team to review and address them properly to protect both you and GitLab.

## Overview

The Command Plan is how GitLab has operationalized [Command of the Message](/handbook/sales/command-of-the-message/) (*a customer value-driven sales methodology*) and [MEDDPPICC](/handbook/sales/meddppicc/) (*a proven methodology used for strategic opportunity management and complex sales process orchestration for enterprise organizations*) into the opportunity management process. Access the [Effective Command Plans to Help You Win More Deals](https://university.gitlab.com/access/saml/login/internal-team-members?returnTo=https://university.gitlab.com/learn/course/sal-effective-command-plans-to-help-you-win-more-deals) e-learning course for ENT or [Strategic Opportunity Management](https://university.gitlab.com/learn/course/strategic-opportunity-management-the-process/main/strategic-opportunity-management-the-process?client=internal-team-members&page=6) for Commercial.

The Command Plan is how GitLab has operationalized [Command of the Message](/handbook/sales/command-of-the-message/) (*a customer value-driven sales methodology*) and [MEDDPPICC](/handbook/sales/meddppicc/) (*a proven methodology used for strategic opportunity management and complex sales process orchestration for enterprise organizations*) into the opportunity management process.

## Command Plan Requirements

  - Check out the [slide deck](https://drive.google.com/open?id=1UCRF6PC6al8XxT8E_4rDKkQjkW6WGPA6gybWeuRIg7A&authuser=0) on creating a great profile that will look good to your prospects and clients!

- **Salesforce - Booking Orders (Material - Handbook - 10 Minutes)**

  - [Learn how to create](/handbook/sales/field-operations/order-processing/) Accounts, Contacts, Opportunities, and [Quotes](/handbook/sales/field-operations/sales-operations/deal-desk/#zuora-quote-configuration-guide---standard-quotes) in Salesforce.

- **Lead Scoring - Filtering Prospects in Salesforce (FOR SALES ONLY - Material - Level Up Video Course - 20 minutes)**

  - [Lead Scoring - How Does It Work?](https://university.gitlab.com/access/saml/login/internal-team-members?returnTo=https://university.gitlab.com/learn/course/lead-scoring-training) Learn the fundamentals of lead scoring and how to use lead score classifications

- **Reference Edge (Material - Video - 10 Minutes)**

  - Reference Edge Software will help reps to easily see what available references are the best fit for their current opportunity. Check out the [video](/handbook/sales/training/#functional-and-technical-skills--processes), and [Powerpoint](https://docs.google.com/presentation/d/18odHX0PTzifRJaeAr-yxa9jdg1_nw4RYDiBqAkYFAyM/edit?usp=sharing) on this new tool.

- **The GitLab Legal Team (Material - Handbook - 10 Minutes)**

  - Familiarize yourself with submitting Contract Requests for Legal/Contract assistance. [Presentation](https://docs.google.com/presentation/d/1lesWNvPAFd1B3RuCgKsqQlE85ZEwLuE01QpVAKPhQKw/edit#slide=id.g5d6196cc9d_2_0), [Video](https://www.youtube.com/watch?v=CIWdsqRX7E0&amp=&feature=youtu.be) and [Handbook Page](/handbook/sales/field-operations/order-processing/#process-for-agreement-terms-negotiations-when-applicable-and-contacting-legal)

  - You can reach out to the [Legal Team](/handbook/legal/) on the #legal Slack chat channel. The legal Slack chat channel is reserved for everyday legal questions. If you are making a request that requires some sort of deliverable, please do not use the legal Slack chat channel. Slack is reserved for immediate, informal communications. Also, please do not share confidential information on Slack that is not meant for the entire company to see, and do not use it to seek legal advice. You can email the legal team at legal@gitlab.com.

- **Support for GitLab Team Members (Material - Handbook - 10 Minutes)**

  - [GitLab Support](/handbook/support/internal-support/#what-does-the-support-team-do) provides technical support to our Self-managed and GitLab.com customers for the GitLab product. We are not internal IT Support, so we probably can't help you with your MacBook, 1Password or similar issues.

- **GitLab Alliances (Material - Handbook - 10 Minutes)**

  - Watch the [video](https://www.youtube.com/watch?v=Mi3dtKxypkA&feature=youtu.be), check out the [handbook](/handbook/alliances/) page, and [slides](https://docs.google.com/presentation/d/1iSW8-h6nVaqIdHm5jJZqRrHMB-GCiOe-9ODFo0oke4E/edit?usp=sharing) to understand how we parter with other companies to accelerate GitLab's trajectory by connecting the great work every team is doing with the outside world.

- **GitLab Terms & Conditions (Material - Handbook - 10 Minutes)**

    - Check out this [Slack workflow](/handbook/support/internal-support/#i-want-to-escalate-a-ticket) if you have to escalate a ticket for a customer to understand the expectations around it.

      - Read the [Trials and Prospect Support](/handbook/support/internal-support/#trials-and-prospect-support) workflow that should be followed for prospects looking to evaluate Support experience.

    - Make note of Support's [internal-requests](https://gitlab.com/gitlab-com/support/internal-requests) project - you will be filing issues under this for some of the workflows listed in the above page.

- **Review the Zendesk Workflow (Material - Handbook - 15 minutes)**

  - Zendesk is the tool the GitLab Support Team uses to work tickets for customers. Please familiarize yourself with the associated workflows.

  - Review the workflows in this section of the [Handbook](/handbook/support/workflows/#zendesk).

- **Sign up for Zendesk (Assignment - 5 Minutes - 10 Points - Pre Work)**

  - All GitLab staff can request a 'Light Agent' account so that you can see customer tickets in Zendesk and leave notes for the Support team.

    - To do so, follow the process outlined in the [handbook](/handbook/support/internal-support/#requesting-a-zendesk-light-agent-account). Once the account is created, you'll need to wait 24 hours for it to be assigned in Okta. Once Zendesk is assigned, you should be able to login to Zendesk at https://gitlab.zendesk.com/agent.

  - Please work in small groups to fill out the [attached assignment](https://docs.google.com/document/d/1V2yMIaHvp_s1RzSlsAR2_AsExSloyLKbVuSlqVkbufg/edit?usp=sharing) on defensible differentiators.

- **Searching GitLab Like a Pro (Assignment - 10 Minutes - 10 Points - In-Class)**

  - At GitLab, we're prolific at documenting what we do in the handbook, the website, and in GitLab documentation. This may make it difficult to find specific pieces of content. Google already indexes all our public facing pages and there is a search modifier google offers that will help. Take a look at the handbook page on how to [set up your search engine like the pros!](/handbook/tools-and-tips/searching/)

- **Role Play Notes (Assignment - 10 Minutes - 10 Points - In-Class)**

  - Please submit your notes from one of the role plays that you observed using the [notes template](https://docs.google.com/document/d/1bzuO-ngACn4Z1S55Z7EtNOb2HYCZbcBZZRYIVpkeMtw/edit?usp=sharing). Dont forget to check out the [handbook page](/handbook/sales/#sales-note-taking) on how we take notes at GitLab.

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