Create visibility into PS engagements related to support cases
Request for comments
Need
There is the potential for professional services to be engaged with a particular customer that may relate to, or be blocked by a technical issue being troubleshot by support. Awareness of these engagements can be beneficial to both support and PS as well as demonstrates a unified service to the customer.
Approach
Create a process for PS to inform support of an engagement with a customer that could have a support impact (migrations, integrations, customizations, etc) including:
- The service involved
- The DRI from professional services
- The timeframe of the engagement
Benefit
- Cross department collaboration may reduce unknowns (architecture, customizations, etc)
- PS engagements are time bound and if a technical issue is blocking a deliverable it may be possible to reduce troubleshooting time or align efforts to meet deadlines
Competition / Alternatives
- Only collaborate with PS when they reach out to inform us that there is an ongoing engagement