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Rules of Engagement - Customer Knowledge & Customer Support Engineers

Authors: Marie Lunney & Serban Goanta

Last Update: 4/12/22

Overview

Rules of Engagement also known as ROEs are a set of operating principles mutually created and agreed on between two teams for how these teams will A) work together, B) prevent conflict and C) resolve conflict if and when it arises. A single team that is regularly collaborating across many teams may have many sets of ROEs, one with each of the teams where collaboration happens most. ROEs are typically documented in a place that is visible to all team members, and are updated regularly and as-needed as teams grow and evolve.

Purpose

ROEs exist to scale meaningful collaboration and proactively address conflict. ROEs help to foster mutual understanding and compassion, in a similar way to Nonviolent Communications, by stating needs up front and creating alignment on how each team’s needs will be met through their collaboration with the other team.

Summary

Both teams exist to ensure customers are provided excellent support, either by offering self-serve resources or by access to the Support Team via tickets and calls. Together they innovate to improve customer experience, increase self-servability and decrease Support requests.The following Rules of Engagement exist as a guide for internal staff to ensure 100% alignment and accountability.

Customer Knowledge Managers responsibilities

  • Create and facilitate the Content Council to consult-on and create customer resources

  • Own and create streamlined processes for KB, like article assignments, as per the needs of Product and Support

  • Contribute to the creation and update of Knowledge-Base articles

  • Own the creation and maintenance of Chili Hub

  • Own Solvvy workflows or other self-serve technologies

  • Own reporting of self-serve assets, like clicks on Help Articles, Solvvy deflection stats, Algolia indexing stats

  • Analyze customer queries and needs within customer resources and support to identify gaps, communicate gaps to stakeholders, and facilitate closing those gaps

Customer Support Responsibilities

  • Contribute to the creation and update of help articles as per the assignment process

  • Own reporting of ticketing stats like volume, first response, full response, CSAT

  • Collaborate with CKMs to transition any previous assets owned by Support

  • Create JIRA Tasks to the engineering team whenever necessary (e.g. an icon needs to be changed both in-product and in a help article, or API endpoints are needed for a CKM-owned tool)

Customer Knowledge Managers and Support Engineers agree NOT TO

  • Direct Message each other via Slack to give tasks or request updates - all requests must be funneled as per their dedicated process, through Asana or JIRA Tasks

  • Create or update knowledge articles without notifying one another through the dedicated process

  • Create or update knowledge articles without following the CKM knowledge article template and guidelines

  • Make short-turnaround requests (within 48 hours of deadlines)

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