# -*- mode: snippet -*-
# name: New Case
# key: qq
# --

* `(replace-regexp-in-string "[\n\r]+" " " (current-kill 0))`
  :PROPERTIES:
  :ReportedDate: <`(format-time-string "%Y-%m-%d")`>
  :Product: $1:
  :Tags:
  :END:

** ADMIN
*** Egnyte
*** Channels and chats
*** Documents
*** Process [/]
    - [ ] Attach article
    - [ ] Initial call
    - [ ] Swarm
    - [ ] SI
    - [ ] GUS
    - [ ] Final call

** PROBLEM STATEMENT (as of today)

** STEPS TRIED

** NEXT STEPS

** LOG REVIEW

** EMAILS

*** Hi $2,

Thank you for contacting Tableau Technical Support. My name is Simon and I am the technician responsible for this support case.

$3

Thanks for being a valued Tableau Software customer!
Simon

*** Initial Email

Hi $2,

Thank you for contacting Tableau Technical Support. My name is Simon and I am the technician responsible for this support case.

I am currently looking through the information attached to your case and will be in contact shortly once I completed my initial analysis.
For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together towards resolving the case.

Thanks for being a valued Tableau Software customer!
Simon

*** Handoff

Hi $2,

Thank you for contacting Tableau Technical Support. My name is Simon and I'm the technician responsible for this support case in the EMEA time zone.

Please note that our offices in EMEA close in approximately 2,5 hours after receiving this email.

Since you are based in the U.S. time zone, would it be more convenient for you if we transferred this case to our USCA-based support team at the end of our shift?

I'm currently looking through the information attached to your case and will be in contact shortly once I have completed my initial analysis.
For any concerns during the life of this support case, please don’t hesitate to contact us back.

I greatly appreciate your time and patience as we work together toward resolving the case.

Thanks for being a valued Tableau Software customer!
Simon

**** Handoff Note
Hand-off Note:

PASS TO:
USCA

REASON:
Customer requested transfer to work case in his own USCA region.

ISSUE:


STEPS TRIED:

NEXT STEPS:

NEXT CUSTOMER CONTACT:
Awaiting customer response


[[https://salesforce.enterprise.slack.com/archives/CCD3Z2NMB][Handoff Channel]


**** GHO Handoff template
https://orgcs.lightning.force.com/lightning/r/Knowledge__kav/ka0Hx0000027sLtIAI/view

To Geo (AMER/EMEA/APAC/JP/IST):

Engineers previously working case
AMER Engineer (EST/PST):
APAC Engineer:
EMEA Engineer:

Actions taken during shift
Any new work completed during the shift that is now ending

Next Steps
Pending action items from other team/s:
Next steps:



