[24412] in North American Network Operators' Group
Re: Vendor Support Clue/NOC Clue
daemon@ATHENA.MIT.EDU (Michael L. Barrow)
Sat Jun 26 08:59:07 1999
Date: Sat, 26 Jun 1999 08:58:58 -0400
From: "Michael L. Barrow" <michael@mlbarrow.com>
To: "Forrest W. Christian" <forrestc@iMach.com>
Cc: nanog@merit.edu
Errors-To: owner-nanog-outgoing@merit.edu
"Forrest W. Christian" wrote:
> Here's the real thinker.... Is there a way that a company could set up
> their support lines so that "normal customers" get "1st level support
> reps" and "advanced (clueful) customers" get "2nd or higher level support
> reps"? Every time I think of an option, I can see a fatal flaw.
> Separate numbers would be abused. Certifications are expensive and mean
> nothing. And so on. There HAS to be a solution, we just haven't thought
> of it yet.
Micron Electronics has a cool little technique in their ACD system. There's
a point at which you can take a little quiz-like thing. Depending on your
answers to the quiz, it determines your clue level and sends you to the
appropriate level of tech support Engineer.
I don't know how often it gets abused, etc., but I found it to be very
useful when I needed to get a part of a server replaced. I didn't have to
waste 30 minutes answering questions like, "Is it plugged in?", or "What OS
are you running?", etc.
--
Michael L. Barrow
<michael@mlbarrow.com>
