GP Refresher 1

As a CritSit Manager, what is the expected approach regarding customer communication during the CritSit case management?

• • Minimize contact to avoid interrupting troubleshooting.

• • Have frequent contact to understand progress and address concerns.

• • Keep everyone posted via emails only

• • Standby while engineer is troubleshooting the issue

How should CritSit Managers maintain ongoing communication with customers?

• • Through in-person meetings only.

• • By sending occasional text messages.

• • Via calls/chats and emails consistently.

• • Using carrier pigeons.

What is the primary goal of a CritSit Manager in terms of customer relations?

• • Solve the problem as quickly as possible.

• • Make the customer feel at ease and confident in Microsoft.

• • Avoid addressing customer concerns.

• • Delegate concerns to another department.

How do CSMs trigger first email after taking case from Golden Path?

• Complete Introduction Athena task

• Use template 10002 - Engagement Exit

• Use template 09 - CritSit Progress Check

• Use template 10001 - Engagement Initiation

What is the first step you should take after assuming ownership of a case from GP?​

• Call the customer​

• Update the summary with relevant information and notes

• Review the case history

• Send the Engagement Initiation email

How can you ensure that a case is on track before submitting it for GP review?​

• By asking the engineer​

• By proactively addressing any concerns or roadblocks from any of the engaged parties​

• By checking the email communication in the last 12-24 hours​

• By updating the summary with relevant information and notes ​

What can the CSM proactively confirm prior to suggesting disengagement to the customer, to ensure the company will keep receiving active support? ​

• The CSAM's work hours​

• The engineer's work hours, or any collaboration is required

• That the M1 is engaged with assigning an active

  engineer

• Confirm if the MRT team will be monitoring the case further.​

What action should be taken when there are pending actions on Microsoft Product Group?

• • Obtain a tentative ETA from the engineer and inform the customer if any

• • Increase the ICM severity immediately

• • Engage technical support or collaboration

• • Discuss with the CSAM

What is the dummy account that can be added when creating 1:1 Teams chat with Microsoft stakeholders?

• critsituser@

  microsoft.com

• crituser@

  microsoft.com

• critsit@

  microsoft.com

• crit-365@

  microsoft.com

You’re about to disengage from the case. How can you make your disengagement clear?

• Inform the CSAM and case owner

• • Send a disengagement email

• • Clearly communicate verbally and in writing to all stakeholders

• • Report to SMEs