SOP: General Support Knowledge Management
A guide for the most utilized spaces across the Solution Engineering & Operations (formerly Customer Success) team.
The Aura service portfolio is made up of projects (ie, Teams Voice or AuraConnect enablement) and support & managed services contracts (ie, ongoing ticket resolution). Three knowledge management tools are used to track progress, communicate updates, etc. Hubspot is the source of truth, so all finalized contracts, contact information, etc should always be stored there. Teams/SharePoint houses many of our working documents and can occassionally serve as a collaboration space with clients. Lastly, Timeneye is a time-tracking tool we use to understand the levels of support to any given project and better inform our future purchase orders with customers to remain profitable.
Hubspot:
- All projects and support & managed service contracts are centralized in the Service Deliveries CRM object.
- To just see projects OR support & managed service contracts, select the appropriate pipeline in the dropdown menu “All pipelines”
- You can also select different views (i.e. permanent filters) at the top, like “In Progress Projects” or “Support & Managed Services.”
- If you do not see other tabs at the top, you need to click on “+ Add View” > and select those under “Created by Others.”
- The internal knowledge base hosts both Project and Support process guides, like this one!
- Eventually the hope is that all customers will have a support guide for engineers to cover each other’s leave. The support guides will all eventually be linked in the respective company’s profile > Customer Success tab > Notes card.
- All tickets are managed through the Help Desk.
Teams/SharePoint:
- The Projects & Delivery channel in the Aura Solutions Engineering & Operations Team houses any internal (customer has no access) project documents, like templates, running notes, and porting info.
- The Customer Documentation channel in the Aura Customer Support Team houses, most notably, the Customer Upload folder where they can share secure files with us.
- Additional details on customer uploads can be found in this SOP.
Timeneye:
- Timeneye can be found in your Teams lefthand toolbar as long as you have accepted the invitation to join. Please be sure to track your hours to relevant projects if you have been instructed to.