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Clarification Process Guide

May 18, 2023 |

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:

  1. 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.
  2. 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.
  3. Research the issue:
  4. 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.
  5. 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.

Process Resources:

Research Resources:

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