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So, trying to post more often... [Jun. 11th, 2013|10:22 pm]
I got my first case today! And it was a kind of recovery case, too - one of my semi-favorites. That's when someone else has messed up, and you want to show the customer what support can do when working correctly.

Customer needed an explanation of why something happened, and a fix. They got the fix earlier, and were told that the explanation would have to be a separate case. I got the explanation case, and worked it according to standard procedure, found the answers, wrote them up, and e-mailed the customer.

And then wondered why it took a separate case to do this. What I did was send out the bog-standard data collection, reviewed the completely-flippin'-obvious reports, and found the completely-flippin'-obvious answers. A few more reports to double check... yep. I had it right.

It's good to know the old skills haven't atrophied.

On the downside, it's going to be awfully hard to hit my utilization target if I keep solving cases so quickly :-).