The support answer flow is a series of steps to quickly answer repeat questions without requiring repeat work.

In lieu of a flow chart, here is a chunked list of our answer flow, in order. Each step assumes the previous step did not arrive at an answer.

1. Customer has a need but does not have the answer
2. Customer checks visionCMS Online Reference for the answer
3. Customer checks customer support portal for the answer
4. Customer tests for the answer themselves
5. Customer makes a (non-custom) request
   1. You search visionCMS Online Reference for the answer
   2. You search customer support portal for the answer
   3. You search Insight for the answer
   4. You test for the answer yourself using available means
   5. You consult teammates for an answer
      1. You add the answer to Insight
      2. You flag the answer for addition to customer support portal
      3. You paste the answer to the customer

These steps, followed in order, minimize repetitive tasks and reward everyone involved with more time and faster, fuller service.

Why are the customer steps included here? Because their steps are where our support begins. Part of what we do is to encourage and enable our clients to use them.

The above workflow is our routine case response.