CS / RIAS get a lot of calls, especially over the weekend, from guides who have encountered connection issues in Domino.
They are then:
Unaware of the ability to self-serve.
Unaware/un-educated to Try to complete using the wrong application – Excalibur Lite/Retail for instance.
Have no idea of the process, do not know about the Know How Guide’s.
These are just some of the reasons we get for the call. As you know we can’t and will not help unless there is a valid error with open INC from the IT Helpdesk. and do not have the basic information ready for the call;
such as the daily p/word, customer details or tariff code.
Only through their choice to upskill will they realise how easy it is to complete. Consistent refusal to help themselves will just result in a poor experience for them and their customer.
All Guides please sort knowledge on Excalibur Lite, Retail, Hybrid
All guides please sort out knowledge on Albert and KHG’s