Accountability Measures: Capture verifications and approvals as well as the escalation matrix, naming the responsible person(s). 💡 SOP Tip: Make sure to include screenshots or illustrations after each step to reduce miscommunication. Types of SOP Formats An SOP organizes your procedures into a sp...
Your agents should be well versed with the escalation matrix to follow and the SLA to quote to the customer. This way, you manage customer expectations and drive the customer service process unhindered. Source Step 4: Train your agents Automated or not, the customer service process is ...
If you’re tangled in delegating command, you can use a decision matrix or structure to make your job easier. For instance, you can consider theRAPID® Decision-Making Model. As developed by Bain & Company, RAPID® Decision Making defines roles — whoRecommends strategies, whoAgrees, whoPe...
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Hi guys, I've tried with the following formula to make a blank array but in vain =LET(x,MAKEARRAY(2,2,LAMBDA(r,c,"")),ISBLANK(x)) So what should I return in the LAMBDA to make the x a blank... Below is an example of a data transformation using blank values within a pivoted...
The MITRE ATT&CK framework is a popular template for building detection and response programs. Here's what you'll find in its knowledgebase and how you can apply it to your environment.
AI models ingest large volumes of data, such as customer conversations, survey responses, social media chatter, etc., toidentify trends and patterns.This insight empowers businesses to make informed decisions on improving customer service. Recurring customer pain points may evenshed light on gapsin ...
to and during the incident, SOC analysts can immediately pivot from using the security monitoring system as adetective toolto using it as an investigative tool, reviewing suspicious activities that make up the present incident, and even as a tool to manage the response to an incident or breach...
Define the type of service you're going to provide. For example, there arethree common cloud services: SaaS, PaaS, and IaaS. So, you must mention which one you provide. Duration and signatories Include your agreement's start and end dates in SLAs to make sure everything is clear about ...
This is the danger of large groups. They, and the individuals within them, don’t sing the same song as the victim and their behavior cannot be predicted in the same way as an individual’s. The only way to get a member of a group to make rational decisions about their actions is to...