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  3. June
  4. S
  5. S.O.A.P.
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What does the S,O,A and P in S.O.A.P stand for?
   
 
 
 
Where do we place the customer information within the SOAP?
   
 
 
 
Which portion of the SOAP do we list all the troubleshooting steps performed with the customer and our resources that were used?
   
 
 
 
Where do we list the entitlement of the customer within the SOAP?
   
 
 
 
The SOAP is what type of document?
 
Teleperformance facing
 
External facing
 
Microsoft facing
 
Internal facing
 
 
 
What sort of information should be contained within the objective portion of the SOAP?
 
A short and clear problem statement that gives a detailed description of either the specific symptom the customer is encountering, or the customer’s specific request.
 
This is the most important part of the SR. This section must describe customer and SE actions and the results of those actions in brief, concise and accurate notes. It is the section that contains historical SR information. This means that this is the section that would grow over the duration of the SR. SEs can say more about the customer’s environment and affected functionality, users or objects in this section.
 
This section describes what is occurring next, what the SE is waiting for, who has the responsibility to move forward and next steps.
 
The customer’s entitlement status, the customer’s environment, and any affected functionality, users or objects. This information should be as closely relevant to the customer’s issue as possible and documented using concise and accurate statements.
 
 
 
What sort of information should be contained within the assessment portion of the SOAP?
 
A short and clear problem statement that gives a detailed description of either the specific symptom the customer is encountering, or the customer’s specific request.
 
This is the most important part of the SR. This section must describe customer and SE actions and the results of those actions in brief, concise and accurate notes. It is the section that contains historical SR information. This means that this is the section that would grow over the duration of the SR. SEs can say more about the customer’s environment and affected functionality, users or objects in this section.
 
This section describes what is occurring next, what the SE is waiting for, who has the responsibility to move forward and next steps.
 
The customer’s entitlement status, the customer’s environment, and any affected functionality, users or objects. This information should be as closely relevant to the customer’s issue as possible and documented using concise and accurate statements.
 
 
 
Who can update the S.O.A.P?
 
Anyone with permission
 
Whomever takes ownership of the SR
 
The support engineer and his/her manager
 
The support engineer and his/her customer
 
 
 
When working on a service request that has been worked by a previous engineer how do we update the SOAP?
   
 
 
 
The S.O.A.P. can be updated...
 
in Email only
 
in CAP only
 
in CAP and Email
 
in VKB, CAP or Email