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Tiered Support Structures in SDM

Question asked by kalpesh.mehta on Nov 20, 2018
Latest reply on Nov 27, 2018 by Lindsay_Estabrooks

Is there any documentation on best practices on implementing support tiering in SDM? Up until now we only had a single tier support structure with groups assigned for each individual application/service support team. We are now rolling out a new Customer Support team that is intended to operate as Tier 1 support across all applications/services and the existing support teams will operate as Tier 2. We want the Tier 1 team to own the customer communication through the entire lifecycle of the issue even when the issue may have been transitioned to Tier 2. Creating a new group for Tier 1 does not seem to be the right answer because if issues are transferred to Tier 2, Tier 1 would no longer have a clear line of sight into the issues they need to be monitoring and reporting back progress on to the customers. Is there a way for Tier 1 to continue to "own" the issue even if the resolving group is different?