From 05bb62bc46815cc84df1f0dd13e57babf3c3baee Mon Sep 17 00:00:00 2001 From: "A. Felipe Cabargas" Date: Mon, 26 Sep 2016 20:11:21 +0000 Subject: [PATCH 1/3] Adds: Process pre, during and post customer training sessions --- .../handbook/support/onboarding/index.html.md | 21 +++++++++++++++++++ 1 file changed, 21 insertions(+) diff --git a/source/handbook/support/onboarding/index.html.md b/source/handbook/support/onboarding/index.html.md index adc65adfe7f..ad685cd7938 100644 --- a/source/handbook/support/onboarding/index.html.md +++ b/source/handbook/support/onboarding/index.html.md @@ -282,6 +282,27 @@ via the [internal issue tracker](https://gitlab.com/gitlab-com/support/issues) u If you are receiving such a request via email or Slack, please move it to an issue to allow for wider participation or easy escalation when needed. +*Pre Customer Training Checklist:* + ++ Start training request issue on the [internal issue tracker](https://gitlab.com/gitlab-com/support/issues) ++ Ask teammate to assist you as chat Moderator. ++ In case of End User Training: + + Request average environment information (OS) to the customer. + + Send git installation instructions email + +*Customer Training Checklist:* + ++ Announce at the start of the call + > This call/session may be monitored and recorded for record-keeping, training and quality-assurance purposes +Ensure the other party consents. ++ Record the call via WebEx. + +*Post Customer Training Checklist:* + ++ Upload the call to the WebEx platform - https://www.youtube.com/watch?v=h7pLj3iJKsc ++ Close training request issue. ++ Start debrief issue on the [internal issue tracker](https://gitlab.com/gitlab-com/support/issues) + ## Team member is unavailable {: #not-available} -- GitLab From 7ea02e8a559757f0509e0142207e30d4b790b3d3 Mon Sep 17 00:00:00 2001 From: "A. Felipe Cabargas" Date: Mon, 26 Sep 2016 20:15:37 +0000 Subject: [PATCH 2/3] Adds: Tasks from Trainer and Moderator --- source/handbook/support/onboarding/index.html.md | 13 ++++++++----- 1 file changed, 8 insertions(+), 5 deletions(-) diff --git a/source/handbook/support/onboarding/index.html.md b/source/handbook/support/onboarding/index.html.md index ad685cd7938..1f3df6a96ff 100644 --- a/source/handbook/support/onboarding/index.html.md +++ b/source/handbook/support/onboarding/index.html.md @@ -285,17 +285,20 @@ or easy escalation when needed. *Pre Customer Training Checklist:* + Start training request issue on the [internal issue tracker](https://gitlab.com/gitlab-com/support/issues) -+ Ask teammate to assist you as chat Moderator. ++ Trainer: Ask teammate to assist you as chat Moderator. + In case of End User Training: - + Request average environment information (OS) to the customer. - + Send git installation instructions email + + Trainer: Request average environment information (OS) to the customer. + + Trainer: Send git installation instructions email *Customer Training Checklist:* -+ Announce at the start of the call ++ Trainer: Announce at the start of the call > This call/session may be monitored and recorded for record-keeping, training and quality-assurance purposes Ensure the other party consents. -+ Record the call via WebEx. ++ Trainer: Record the call via WebEx. ++ Moderator: Take (and reply) questions made on the chat. ++ Moderator: Interrupt Trainer if audio/screenshare has issues. ++ Moderator: Send questions from the chat to the Trainer during Q&A *Post Customer Training Checklist:* -- GitLab From e189e09bbb80fb72ee42be3df0ab00fd9b99389c Mon Sep 17 00:00:00 2001 From: "A. Felipe Cabargas" Date: Mon, 26 Sep 2016 20:17:03 +0000 Subject: [PATCH 3/3] Fix: break on quote to have it display correctly --- source/handbook/support/onboarding/index.html.md | 3 ++- 1 file changed, 2 insertions(+), 1 deletion(-) diff --git a/source/handbook/support/onboarding/index.html.md b/source/handbook/support/onboarding/index.html.md index 1f3df6a96ff..51eae2200ce 100644 --- a/source/handbook/support/onboarding/index.html.md +++ b/source/handbook/support/onboarding/index.html.md @@ -293,8 +293,9 @@ or easy escalation when needed. *Customer Training Checklist:* + Trainer: Announce at the start of the call + > This call/session may be monitored and recorded for record-keeping, training and quality-assurance purposes -Ensure the other party consents. + + Trainer: Record the call via WebEx. + Moderator: Take (and reply) questions made on the chat. + Moderator: Interrupt Trainer if audio/screenshare has issues. -- GitLab