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WDG - General Information about POD Support

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Contents

  • Summary
  • General Information
    • Business Hours
    • In Scope Regions
    • In Scope Products
  • Agent Roles and Scopes
  • More Information
    • Case Management Standards (CMS)

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General Information

Business Hours

  • 6:00 A.M. to 6:30 P.M. Pacific, Monday - Friday

In Scope Regions

  • North America (English only)

In Scope Products

  • All Surface products & accessories except Surface Hub & Hub specific accessories

 

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Agent Roles and Scopes

 

Agent Type Customer Segments Supported Scope & Role Description
Frontline

Broad Commercial

Partners
  1. Troubleshooting customer issues
  2. Submitting BSFS orders for single device exchanges
Repair Specialist  
  1. Assist with warranty questions
  2. Assist with cracked screen and other physical damage issues that don't require technical troubleshooting
  3. Process bulk replacement orders
  4. Monitor, follow up on, and close MSSolve SRs associated with device exchanges
Depth Premier Customers
  1. Troubleshooting customer issues
  2. Submitting BSFS orders for single device exchanges

 

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More Information

Case Management Standards (CMS)

Commercial Hardware Agents should follow Microsoft Technical Support's general Case Management Standards, which are outlined here:

https://sharepoint.partners.extranet.microsoft.com/sites/Onestop/BPM/Pages/Specials/CCE-View.aspx

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Article Info
Article ID : 4041032
Revision : 8
Created on : 9/26/2018
Published on : 9/26/2018
Exists online : False
Views : 256