Essential to include case numbers - make sure that ICs provide those to PMs when asking for escalations. PMs need to ensure IC has pinged the consultant asking for a status update before escalating.
Escalations can go into 2 categories: it’s urgent, or there’s a lack of communication.
SalesForce case OR Basecamp post? Please share this with your local implementation teams:
If it’s a general question, post on BC
If it’s problem, open a SF case
Also no need to double dip - if you have a SF case first, that’s all ExL needs (no need to additionally post on BC)
0
Lena
Batch Jobs Benchmarks:
Action: Ex Libris will provide a benchmark so that UCs have some guidelines on expected runtimes. Ex Libris will need to do some research first, but when can UCs expect to receive that?
(8/26) Marina following up with HQ regarding the batch jobs runtime benchmark explanation
The EXL Training team does not anticipate anyone else joining the cycle (based on Switch to Support schedules and time zones). Do note though that your KAP cycle will include the same sessions and content EXL delivers to all KAP attendees.