Onboarding: Add US Fed specifics
Based on feedback in #4520 (closed), our engineers would really like to see content specific to US Fed.
Notes/comments:
- US Fed ZD instance, what might be different, especially ticket routing
- US Fed Oncall specifics
- Interactions with customers: can’t always rely on screenshare/visual, running commands, asking for help with Global Support (security/privacy, when can share via Zoom (likely can specific part of ticket)); additional guidance would help.
- pairing sessions don’t really apply the same way, but maybe we should say X number should be with Global.
- “The US Federal team should probably have their own version of the Support Onboarding modules where there are major differences in workflow (Zendesk instance specifics, triaging tickets, etc...). “ -Nathaniel
Based on the conversations, I don't believe we need a completely separate onboarding, but we may want notes, a section on a given module, or an alternate version of a module (depending on the module) to provide guidance on US Fed specifics.