Commit 44851472 authored by Patricio Cano's avatar Patricio Cano

Updated GLU to add general path, a TOC and put the sales path and support path in their document

parent 2a76dce9
---
layout: markdown_page
title: Common Responses
---
# Common Responses to support questions
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......@@ -5,10 +5,9 @@ title: Support
## Other support pages
- [Service Engineer Onboarding](/handbook/support/onboarding/)
- [Service Engineer On-boarding](/handbook/support/onboarding/)
- [PagerDuty](https://about.gitlab.com/handbook/support/pagerduty/)
- [PGP Process](https://about.gitlab.com/handbook/support/pgp_process/)
- [Common responses to problems](/handbook/support/common-responses.html)
- [Support and Development Process](https://about.gitlab.com/handbook/support-and-development-process)
## Contents of the page
......@@ -101,7 +100,7 @@ label and @ mentioning one or more Service Engineers.
Our [service engineers](/jobs/service-engineer) handle the channels listed below.
They are sorted in order of priority (strictest SLA at top), and as a result, it is possible that channels that appear lower
in this list experience longer delays in receiving responses. We are actively [hiring](https://about.gitlab.com/jobs/)
in this list experience longer delays in receiving responses. We are actively [hiring](/jobs/)
more Service Engineers to strengthen the team and provide support to the community.
### Dashboard <a name="dashboard"></a>
......@@ -186,7 +185,7 @@ Please be very patient with these reports. Do not say 'there is no problem', you
might be misunderstanding something that can lead to a 0 day disclosure.
Give examples and keep asking questions until you understand the problem or until
the researcher concludes there is no problem.
If someone invested time to help us, offer to mention them on our [Security Researcher Acknowledgments page](https://about.gitlab.com/vulnerability-acknowledgements/)
If someone invested time to help us, offer to mention them on our [Security Researcher Acknowledgments page](/vulnerability-acknowledgements/)
even if there was no actual vulnerability.
If you say that we'll get back to them **always** mention that they can email us at any time for an update.
This is really important to prevent a 0 day disclosure resulting from us forgetting to respond.
......@@ -196,7 +195,7 @@ If someone opens a public issue please leave a message:
"Thank you for helping to
make GitLab more secure! We removed the contents of your vulnerability disclosure
to keep it private. We opened an internal issue to look at your disclosure. Can
you please use our [Responsible Disclosure Policy](https://about.gitlab.com/disclosure/)
you please use our [Responsible Disclosure Policy](/disclosure/)
to send us an email that references this url so we can communicate in private?"
#### HackerOne
......@@ -244,7 +243,7 @@ much as possible about the customer's instance as you can.
1. Use of GitLab CI (need to upgrade to 8.0 first, then 8.+)
We collect this information in ZenDesk and link it to the organization, see the
[responding to tickets section in onboarding](https://about.gitlab.com/handbook/support/onboarding/).
[responding to tickets section in onboarding](/handbook/support/onboarding).
#### Unscheduled calls
......@@ -285,7 +284,7 @@ give updates on the availability of GitLab.com and to follow up on users reporti
### Follow up on issues on GitLab issue tracker<a name="issue-tracker"></a>
For ZenDesk issues you will have created issues on the relevant issue tracker.
Please refer to the priority as listed under [GitLab Workflow in the handbook](https://about.gitlab.com/handbook/#gitlab-workflow).
Please refer to the priority as listed under [GitLab Workflow in the handbook](/handbook/#gitlab-workflow).
### GitLab.com Support Forum<a name="supp-forum"></a>
......@@ -294,7 +293,7 @@ For issues specific to GitLab.com that have nothing to do with availability we h
for new issues and to report back if an issue has been solved. Some people use this forum to report issues they
are having with their on-premises installation. In that case, you should refer them to the
[CE issue tracker](https://gitlab.com/gitlab-org/gitlab-ce/issues) or to our
[Getting Help](https://about.gitlab.com/getting-help/) page, depending on the issue they are having.
[Getting Help](/getting-help/) page, depending on the issue they are having.
### Facebook<a name="facebook"></a>
......@@ -332,4 +331,4 @@ Respond to mentions of GitLab on Reddit, especially ones in the [GitLab Reddit](
## Non channel work<a name="other"></a>
If you have time for it please improve GitLab: fix bugs, add features, improve documentation, and polish the website.
You can also consider hanging out on IRC to answer questions and help people (#gitlab on freenode.net).
You can also consider hanging out on IRC to answer questions and help people (#gitlab on freenode.net).
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---
layout: markdown_page
title: Service Engineer Onboarding
title: Service Engineer On-boarding
---
## Expectations of the support team
......@@ -14,7 +14,7 @@ expected to:
- It is OK if you don't know something. You can always ask someone else
- It is OK to say no to a customer, but try to suggest a workaround and escalate to a Senior if necessary
## First steps when you join the team
## First steps when you join the team <a name="first-steps"></a>
When you first join the team everything will be new to you. In order to get you started with GitLab quickly
you should take a look at the resources we have available at the [GitLab University](https://about.gitlab.com/university/).
......@@ -44,17 +44,18 @@ craft their replies, and to get more insight and knowledge into topics with whic
### Training
Right after joining the team you will go through a training process with the guidance of a fellow Service Engineer.
In this training you will learn the ins and outs of GitLab, how to integrate it with the most used enterprise tools, like
LDAP, Jira, Jenkins and SAML, how to best talk to our customers, and how to best radiate information you
collect across the team. [TODO: link to SE training materials on GitLab University]
Right after joining the team you will go through a [training process](/university/support)
with the guidance of a fellow Service Engineer. In this training you will learn the ins and
outs of GitLab, how to integrate it with the most used enterprise tools, like LDAP, JIRA,
Jenkins and SAML, how to best talk to our customers, and how to best radiate information you
collect across the team.
Initially, you will pick up relatively less complex tickets, and learn more about the product and the process by
responding to a large volume of these tickets. Typically, you will start by answering tickets that come in
through social media, advancing to general support tickets, and eventually subscriber, security, and emergency tickets.
## Handling tickets
## Handling tickets <a name="handling-tickets"/>
### Assigning a ticket to yourself
......
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---
layout: markdown_page
title: University | Process
---
## Suggesting improvements
If you would like to teach ca class or participate or help in any way please
submit a merge request and assign it to [Job](https://gitlab.com/u/JobV).
If you have suggestions for additional courses you would like to see,
please submit a merge request to add an upcoming class, assign to
[Chad](https://gitlab.com/u/chadmalchow) and /cc [Job](https://gitlab.com/u/JobV).
## Adding classes
1. All training materials of any kind should be added to [the university repo](https://gitlab.com/gitlab-org/University)
to ensure they are available to a broad audience (don't use any other repo or
storage for training materials).
1. Please link any new materials from the `/university` page
1. Don't make materials that are needlessly specific to one group of people, try
to keep the wording broad and inclusive (don't make things for only GitLab Inc.
people, only interns, only customers, etc.).
1. To allow people to contribute all content should be in git.
1. The content can go in a subdirectory under `/university`.
1. To make, view or modify the slides of the classes use [Deckset](http://www.decksetapp.com/)
or [RevealJS](http://lab.hakim.se/reveal-js/). Do not use Powerpoint or Google
Slides since this prevents everyone from contributing.
1. Please upload any video recordings to our Youtube channel. We prefer them to
be public, if needed they can be unlisted but if so they should be linked from
this page.
1. Please create a merge request and assign to [Job](https://gitlab.com/u/JobV).
[» Back](/university)
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---
layout: markdown_page
title: University | Sales Path
---
## Sales Boot Camp
**Goal:** Prepare new salespeople at GitLab
Each week there are learning goals and content to support the learning of the salesperson.
The goal of this boot camp is to have every salesperson prepared to help buyers navigate
the purchase of GitLab EE.
Always start with the [General Boot Camp](../#general-boot-camp) and then work
your way here for more advanced and specific training.
### Week 1
Follow the [General Boot Camp](../#general-boot-camp) and concentrate on it
during your first week.
### Week 2
**Communicate the key differentiators between GitLab
offerings and GitLab competition**
1. Understanding DevOps?
- [Understanding DevOps](https://youtu.be/HpZBnc07q9o)
- [DevOps at IBM](https://www.youtube.com/user/IBMRational)
- [DevOps Where To Start](https://www.youtube.com/watch?v=CSrKwP1QrjE)
- [Agile & DevOps](https://www.youtube.com/watch?v=WqoVeGFjK9k)
- [Problem Solving with DevOps](https://www.youtube.com/watch?v=pTq9hFBWPeM)
### Week 3
**Learn how to pitch GitLab Enterprise Edition focused on the
key selling points of EE.**
1. [Demo of GitLab.com](https://www.youtube.com/watch?v=WaiL5DGEMR4)
1. [Client Demo of GitLab with Job and Haydn](https://gitlabmeetings.webex.com/gitlabmeetings/ldr.php?RCID=ae7b72c61347030e8aa75328ed4b8660)
### Week 4
**Create a lead, check if lead is using CE, create a task, convert
lead to opportunity, add a product to the opportunity, create a quote, close
win the opportunity, create a renewal opportunity and invoice the client.**
1. Review in order, learning material on our [Sales Procss](https://about.gitlab.com/handbook/sales-process/) page.
1. Login to [Salesforce.com](http://www.salesforce.com/), you should receive an
email asking you to change your password. Once you are in Salesforce, please
familiarize yourself wth these reports/views as they will be critical in helping
you manage your business.
- [Your Current Month Pipeline](https://na34.salesforce.com/00O61000001uYbM) This view is to focus you on what you are committing to closing this month. Are you in the right stage? What is needed to advance the sale to the next stage?
- [Your Total Pipeline](https://na34.salesforce.com/00O61000001uYbR) This view should be used to identify where you are going and where you need focus to ensure you are successful. What needs to to close and/or where you need to build up your pipleine - new business, expansion, add-on
- [Your Leads](https://na34.salesforce.com/00Q?fcf=00B610000027qT9&rolodexIndex=-1&page=1) This view should be used to make sure you are followign up on each lead in a timely manner and have a plan on how you qualify or disqualify a lead.
* [Your Personal Dashboard](https://na34.salesforce.com/01Z61000000J0gx) This dashboard should be used to understand where you have been, where you are at, where are you going and do you have the pipeline to get to where you need to be.
* [Accounts you Own](https://na34.salesforce.com/001?fcf=00B61000001XPLz) This view is to be used to identify expansion opportunities, who you have neglected and the mix of customers to prospects you are working
[» Back](/university)
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---
layout: markdown_page
title: University | Support Path
---
## Support Boot Camp
**Goal:** Prepare new Service Engineers at GitLab
Each week there are learning goals and content to support the learning of the engineer.
The goal of this boot camp is to have every Service Engineer prepared to help our customers
with whatever needs they might have and to also assist our awesome community with their
questions.
Always start with the [General Boot Camp](../#general-boot-camp) and then work
your way here for more advanced and specific training.
### Week 1
Follow the [General Boot Camp](../#general-boot-camp) and concentrate on it
during your first week.
### Week 2
Complement the [General Boot Camp](../#general-boot-camp) with these topics:
1. Perform the [first steps](/handbook/support/onboarding.html#first-steps) of
the on-boarding process for new Service Engineers
1. Get to know GitLab by installing the [GDK](https://gitlab.com/gitlab-org/gitlab-development-kit)
1. [Installation Methods](/installation/):
- Omnibus
- Docker
- Source
1. Migrate GitLab from CE to EE.
1. Integrations (specially, not only):
- [LDAP](http://doc.gitlab.com/ee/integration/ldap.html)
- [JIRA](http://doc.gitlab.com/ee/project_services/jira.html)
- [Jenkins](http://doc.gitlab.com/ee/integration/jenkins.html)
- [SAML](http://doc.gitlab.com/ce/integration/saml.html)
### Week 3
1. Familiarize yourself with ZenDesk
- [UI Overview](https://support.zendesk.com/hc/en-us/articles/203661806-Introduction-to-the-Zendesk-agent-interface)
- [Updating Tickets](https://support.zendesk.com/hc/en-us/articles/212530318-Updating-and-solving-tickets)
- [Working w/ Tickets](https://support.zendesk.com/hc/en-us/articles/203690856-Working-with-tickets) *Read: avoiding agent collision.*
1. Learn about the future at GitLab: [Direction Page](/direction/)
1. Dive into our ZenDesk support process by reading how to [handle tickets](/handbook/support/onboarding.html#handling-tickets)
#### Week 4
1. Join Support Calls by asking with your colleagues to invite you.
1. Start getting real world experience by handling real tickets. Begin with Twitter
and make your way down in the priority order.
1. Schedule a DevOps training to be able to handle GitLab.com going down.
[» Back](/university)
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