Veteran Support Onboarding documentation Creation

ATMiddleton commented 4 months ago

Issue Description

_Continue to define onboarding process for new team members

Define Case Escalation from Tier I Agents:

[x] Given a customer issue reported to Tier I support, When the issue surpasses the expertise of Tier I agents (e.g., technical complexity, specialized knowledge required), Then the case should be automatically escalated to Tier II support for further investigation. The escalation process should follow predefined paths and communication channels.

Define and Document an Incoming Case Lifecycle:

[ ] Given a new case is initiated, When all required information is provided, Then the case should be created successfully. The case lifecycle should include stages (e.g., creation, investigation, resolution) with clear criteria for transitioning between stages. Processes (e.g., data validation, approvals) should be executed at each stage. The final review and validation should mark the case as resolved.

Collect Salesforce Screenshots:

[x] Given the need to capture specific screens or components within Salesforce, When relevant information needs to be documented, Then screenshots should be taken using appropriate tools (e.g., Snipping Tool, browser extensions). Screenshots should be clear, focused, and labeled appropriately.

[ ] Attached to a Milestone (when will this be completed?)
[ ] Attached to an Epic (what body of work is this a part of?)
[ ] Labeled with Team (product support, analytics-insights, operations, service-design, Console-Services, tools-fe)
[ ] Labeled with Practice Area (backend, frontend, devops, design, research, product, ia, qa, analytics, contact center, research, accessibility, content)
[ ] Labeled with Type (bug, request, discovery, documentation, etc.)