TIP TUESDAY: Sugar-Coat Your Cases (In the Best Way!)

WHAT IS THE TIP?

Raising a Support Request

💡 Information is power! When something isn’t working, you want the quickest fix - providing as much information as possible is key to us supporting you, and the right kind of information is crucial.

🔧 For Example: You may have spotted something unexpected, it could be that something intermittently occurs or perhaps you’ve noticed that something is not responding as it should.

Here are some things we’d love for you to add to your request:

• What: What is the issue you are experiencing? What function, feature or action is it related to? What user and profile is experiencing the issue?

• Where: Where are you seeing the issue? What vacancy id or application id is being impacted? What application, interview, test or e-mail etc?

• Who: Who is seeing the problem? Are you the only one or are other colleagues experiencing it too? Which profiles are you logging into?

• When: When are you experiencing the issue? When did it start? Are you able to replicate the result, is it a one-off, or is it intermittent? Has it happened before?

• How: If you’re able to replicate the issue, how are you doing so? What steps are you taking? If it’s intermittent or was a one-off what were you doing or trying to do when you experienced the issue?

• Impact: How is this impacting you or the business right now? This will help us to prioritise our resource allocation.

📌 Pro Tip: Show, don't tell! Including screen-shots where possible that show the whole page, including the url, date and time, is very helpful in speeding up any diagnosis! Rather than describe the issue, show us the exact problem.

Raising a Change Request

💡 Understanding is power! When you are asking for a change to your system, you want the team doing the building to really understand your vision. Communicating that vision correctly is key.

🔧 For Example: This could be anything from requesting a new integration or adding a newly released feature. Perhaps you have a small change like adding a new department to a list or you would like a complete process overhaul.

Here are some vital points we’d love you to include in your request:

• Why: What is the business problem you are looking to solve? Why are you interested in making the change? What is your objective and what would be a measure of success? Understanding the issue you are trying to solve will enable our consultants to recommend the best solution for you.

• What: What is the change request specifically related to? This might be a feature, a process change, a form change, an integration or anything else. Including as much detail as possible here will help the consultants provide accurate estimates.

• When: When do you need the change completed by? Do you have a specific deadline? Are there any dependencies that our consultants need to be aware of? 

And this is something that is often missed out but is really important when looking at how you are adding value:

• Success Criteria: How will you measure value added by this change? What is the measure of success?

📌 Pro Tip: Keep costs down by putting the time in to get your case content right before you raise the case. Time with our delivery team is chargeable and so any back and forth to clarify requirements that are not clear OR if requirements change and/or scope creep sets in, your costs will increase.

📌 Pro, Pro Tip: Seek to understand any pre-requisites before adding a new feature or making a change. It could be that some work needs to be done internally before Oleeo can start the work.

😊 Are you a pro at raising cases? Share your tips of how you get the most out of the cases that you raise!

BENEFITS

• Speed up time to fix/implement through reducing back and forth/email ping pong.
• Reduce cost for any configuration work.
• Get the outcome you need first time.

CONSIDERATIONS 

• Your nominated Supported Users will be the people who would raise the cases to our support and delivery teams.

COSTS

This feature is part of the standard product offering.

NEXT STEPS

Try these out when raising your next cases into the teams! If you have any questions reach out to your Customer Success Manager.