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If you can't quickly identify your client in your logs you will have bigger problems.
by nodata 14y ago
If you can't quickly identify your client in your logs you will have bigger problems.
- Argorak 14y agoSure, 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.
- nodata 14y agoWhy doesn't the tech support rep have access to the information he needs? The data is in the organisation.
- Argorak 14y agoBecause 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.