Use the “Dashboard Consultation” workflow in #amquestionqueue to do one of the following:

• Ask a Technical Question about a client dashboard
• Request an internal Dashboard Consultation with a senior dashboard specialist
• Escalate an urgent dashboard situation in need of troubleshooting

AM may use this workflow for any tier client. However, the account tier will be taken into consideration when the dashboard specialist offers a solution or next steps.

FAQs:

Who responds to the workflow?

• A senior member of Onboarding within your region. Members of Onboarding include Dashboard Specialists (builders) and Onboard Specialists (trainers).

My client wants to speak with a Dashboard Specialist, how do I make that happen?

• Use the workflow to request an internal Dashboard Consultation during which you can ask how to best connect the client with a specialist. The dashboard specialist will determine if a client call is necessary and which next step to take (i.e. Live Re-Train or Technical Dashboard Project.

Expectations:

1. Response time: Every “Dashboard Consultation” workflow posted in #amquestionqueue should receive a response within 24 hours.

2. Time tracking: Use the “Consultation Log” in #technical_dashboard_projects to record time spent on internal dashboard consultations.

3. Record keeping: Post a call summary with notes (recap, dashboard actions, next steps) into the workflow thread.

4. Expert advice: Consider Account tier and dashboard complexity when advising AM on next steps (i.e. Support Ticket, Live Build Request, Live Retrain, or Technical Dashboard Project).

Overview:

This project queue is reserved for clients in need of complex or extensive dashboard updates that will require back and forth communication between the Dashboard Specialist, Account Manager, and client. A dashboard specialist will determine if a project is valid when taking into account tier, client retention and dashboard sustainability.

Queue:

After a Dashboard Consultation, a Technical Dashboard Project can be added as a new record to this Airtable base by the Dashboard Specialist who deems this project necessary.

Expectations:

• The Dashboard Specialist that submitted the project is not expected to claim it and this should be clearly communicated with AM in the Dashboard Consultation thread.
• All new projects should be claimed & a Slack channel created (or reopened) within 48 hours.

Process Steps:

• Claiming a Request

  • In #technical_dashboard_projects, click on the zap link to open Airtable.
    • If you have any initial questions for AM, return to the Airtable Zap post in #technical_dashboard_projects to start a thread and tag the AM.
  • Enter your name in the Assignee field and switch the status to “Pending”.

• Starting TE Project

  • Create a public Slack channel or reopen existing Slack channel.
    • HINT: Existing Slack channels can be found in Close, under the “OB – Slack Room” custom field.
    • To create a new slack channel follow this naming format: #company-name and add the “OB – Slack Room” custom field with a link to the channel in Close.
    • Invite AM, Managers, and Team Leads to slack channel.

  • IMPORTANT: Update the Dashboard Admin Note to inform other teams of the ongoing project and who to contact about the Dashboard if needed.

  • Example: ![Under Construction](https://cdn.filestackcontent.com/wvusQVdSq6rkb77GP2Jm) ##? A Technical Expert Project is underway! Please join the Slack Channel #company-name for questions and before making any changes to this Dashboard.

  • Schedule a call with the AM to discuss the project in detail to determine if a technical call with the client is needed.
  • The AM should email the client (cc TE) to inform them that the project has started or to schedule the call.
  • Create & post a project timeline in the Slack channel. This will help the project stay on track and come to a timely solution
• Client Communications
  • Be professional and explanatory if communicating with client(s) via email.
  • Set yourself up for success! When getting on a call with a client it’s best to be prepared. Make sure to have detailed notes of the information already gathered and any possible solutions worth considering.
  • Sometimes a client call is not needed and the AM is comfortable relaying the information to the client themselves. Again, make sure to provide AM with detailed notes of all dashboard updates so they can confidently speak to the changes and solutions.
• Project Stalled or Solved
  • Solved – a TE project can be submitted as solved once a solution has been found, implemented, and approved by the client.
  • Stalled – a TE project can be submitted as stalled for a few reasons: i. Client/AM is unresponsive or not dedicated to the project. ii. The solution requires a Product update (not a Dashboard update). iii. Too much missing information, not enough to work from.
  • To submit either status update, use the workflow named “TE Status Update” in #technical_dashboard_projects. This workflow is used to report total time spent and all client calls.
  • Adjust the status of the Airtable record to match.
  • Archive company Slack channel ~1 week after the project is stalled or completed.
• Reopening a Project
  • The company Slack channel can be un-archived and all communication may resume to determine next steps.