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by nodata 4873 days ago
If you can't quickly identify your client in your logs you will have bigger problems.
1 comments
Argorak 4873 days ago
Sure, but the usual support rep has no log access. But using a good knowledge base, he can answer things like "Flash 9 doesn't work" without tech assistance.
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nodata 4873 days ago
Why doesn't the tech support rep have access to the information he needs? The data is in the organisation.
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Argorak 4873 days ago
Because he might not be qualified to read it and providing an aggregation of said data in a consumable form is too much implementation work?

In some organizations, he is not even allowed to read operational data without pre-screening.

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