Support operations
Support triage & escalation playbooks
Support quality depends on judgment: prioritization, escalation timing, and communication. Realistic scenarios test triage under pressure and reinforce playbooks—producing scorecards for coaching and consistency across teams.
Problem
Support teams face high variability in severity and customer context. Inconsistent triage and escalation drives poor outcomes and churn risk.
Outcome
More consistent triage decisions, faster resolution paths, fewer preventable escalations, and measurable support readiness.
FAQ
Common questions
Yes—scenarios can embed your SLA tiers, triage categories, and escalation matrix.
Prioritization, diagnosis steps, communication clarity, escalation timing, and policy compliance.
Yes—use scenario packs as a ramp program with readiness thresholds.
Team scorecards, common mis-triage patterns, and coaching recommendations by scenario type.
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