Customer Support Handoff Doc
There are three main things that need to be done after a project is closed and the customer has signed the Certificate of Acceptance to properly hand a project off to support.
Fill out the Support Transition Survey. The link for this can be found on every Project record in Salesforce. These links are unique to each project, of the form "Https://getfeedback.com/r/XXXXXXXXX?gf_id=XXXXXXXXXXXXXXXX&projectid=XXXXXXXXXXXXXXXXXX". This link must be used exactly if you want the results to both be mapped back to Salesforce appropriately and to have the survey be resumable among all members of the team. If anyone clicks the link, they will see any previously-inserted answers prior to hitting submit. Once submit is hit, the answers are saved permanently, and other team members would start a new survey upon clicking the link.
Meet with the Support team to discuss the survey results and any other concerns about the project. This gives Support a chance to ask questions about the answers provided and ensure that enough information was given.
Schedule a meeting with the customer to walk them through the support process, how they can reach out to get assistance, and what they can expect when they come to us for help. We'll go over our policies, procedures, and give a quick demonstration of the support portal.
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