Clarification Process Guide
The following process for clarifications is a high-level guide on how to evaluate and review a clarification. It is not a checklist of the steps to complete a clarification, but rather a guide on how to critically examine the request(s). It is aimed at providing a logical process to evaluate and understand the issue(s).
Here are the steps to guide you through the process:
- Understand the issue:
- Start by identifying the issue you’re trying to solve. This will help you focus your research efforts and ensure you’re looking for the right information.
- To identify the issue make sure to read the entire comment left by the agent.
- Make sure to view any items being clarified and confirm that you understand why they are unable to move forward.
- If you get stuck or cannot understand why the ticket has been paused, reach out to your peers and leaders to review with them.
- Gather information:
- Once the issue has been defined, you can begin gathering information about it.
- Review the ticket carefully to gain a full understanding of the situation.
- Look at previous customer requests, interactions and, messages, or any other relevant communication to get a clear picture of the issue.
- Research the issue:
- Identify (and test) potential solutions:
- Based on your analysis, identify potential solutions to the problem.
- Brainstorm different ideas and evaluate each one based on prior research.
- Testing may be required to confirm any potential solution will resolve the issue(s) or that the issue does not have a solution and will require further communication.
- Provide a resolution:
- Once you have verified that the clarification has been addressed, you will provide your resolution and transition the ticket to the next stage.
- This could include:
- Marking the ticket as done and providing appropriate steps.
- Marking it as done and closing the ticket.
- Marking as done and sending back with a note that further information is required or there is not a solution available.