1. Verification (MANDATORY)

Mute recording before PII discovery (SSN/EIN)

Level 1 (ID Verified): [email] [fullname] [bizname] [phoneNum] Level 2 (Account Verified): [ssn] [coid] [bizAdrr] [ein]

Ensure all 8 points are confirmed.
Do not proceed with account changes until verified.

2. Call Quality & Control

Greeting

State name and company clearly.

Hold Times

Always ask permission. Max 2-3 mins. Provide updates if longer.

Transfers

Prepare the case documentation beforehand. Introduce the customer to the next tech. Share the "Primary Issue" summary and ensure a proper hand-off first.

No Jargon

Say "The system is slow" (not latency) or "The app crashed" (not log divergence).

3. Case Documentation (Structure)

Use the following template structure within the Case Notes Editor to organize your documentation. Do not copy and paste this block directly.

*PRIMARY ISSUE: - [Summary: User is unable to log in to the payroll dashboard] - [Notes: Error 404 displayed when clicking the "Run Payroll" tab. Cleared cache, issue persists.] *ANCILLARY ISSUES: - [Summary: User cannot print previous paystubs] - [Notes: Clicking "Print" downloads a blank PDF file.] *PROGRESS BLOCKERS: - [Issue: Awaiting Tier 2 callback regarding the backend sync failure.] - [Issue: User had to step away for a meeting.] *PROPOSED RESOLUTION: - [Research: KB-12345 "Blank PDFs on old browsers", searched Slack for 404 payroll] - [Resolution: Escalated to T2. Instructed user to try Chrome Incognito later.]

General Troubleshooting Protocol

Search Hierarchy

1. Internal KB First: Search Knowledge Base for error codes or specific symptoms before external tools.

2. Global Chat Search: Use Teams/Slack/Discord. Search support channels for recent similar cases.

3. Ticketing/CMS: Search historical cases by Business Name or EIN to see a paper trail of past fixes.

4. Google / AI Search: Use the exact error message in quotes for specific results.

AI & Tooling

AI Prompts: Use full descriptions. Provide the "Goal," the "Error," and "What you've tried."

No PII: Never enter names, SSNs, or EINs into AI chat tools.

Data First: Always document AND prompt the model with BOTH the "Expected Result" and the "Actual Result".