Posted: Thu Mar 19, 2009 6:51 am Post subject: Entitlement / Verification Process Best Practice Brainstorm
We have are trying to standardize the process where the Service Desk agent will verify certain information up front to determine if the caller is in fact who they say they are and are entitled to what level of service. I was wondering what everybody else out there is doing and if there is a Best Practice recommendation regarding this.
A good CSO would have a good (means good for the unique situation of your business) policy ...
SSO to a dedicated website where you get a code which was created for the caller was a very restrictive solution I've seen.
Depending on your organisation it may be that you can have all your expected users already in your helpdesk tool, perhaps as an import from Active Directory or the like. It may be your customers have a service entitlement card with a reference number, or a warranty agreement they can quote. What about a receipt number if appropriate?
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