Case study -Zuora

 

2. Read the following case study and answer the question that follows:
Zuora offers 24/7/365 support coverage. They do it by starting a team in Colorado at 8am (MST). In California, teams start in waves at 7am, 8am, and 9am (PST). In addition, team members in the Beijing office start at 7am, 9am, 1pm, and 2pm CST (China Standard Time). By staggering their support personnel start times across these key time zones, they are able to meet the service level-agreements they’ve set for their customers. Zuora also employs a daily handoff model, in which open and pending matters are passed along to the next team when one goes off duty. Zuora uses private comments in Zendesk tickets to help communicate important details to team members picking up issues already in progress.
Source: https://www.zendesk.com/blog/improve-remote-support-follow-sun-model/
a) Describe the helpdesk structure (i.e. local, virtual, central, follow-the-sun

 

Sample Solution

we are currently at take-off” to which the Air traffic Control tower reacts with “alright”. In this manner, KLM expected leeway was endorsed and started to move towards the runway landing area. Indeed the pinnacle assumed, The KLM airplane was at take-off position and was anticipating last freedom. The pinnacle pronounced another radio call to KLM “hold on for take-off, I will call you” anyway this message was not heard by KLM pilots because of glitch and obstruction in radio signs.
Hence, this report provides information about summer internship. The report mainly discusses multi topics related to the summer internship and the main object of this internship. Moreover the activities that the student gets a chance to participate during the internship period.
Nevertheless, we also look at the company description which talk about the company location, background and the services that provide by the company.
This report will also talk about the goals achieved by the student during the training period and knowledge that the student gets from this experien
Weatherford is an international oil and gas service company which was established in 1987. The company operates in 100 states and employ over 52,000 people around the world. The company main office in Oman is located in Al Azaibah, Weatherford also has other branches around Oman in different regions for example Nizwa, and Gahl

Weatherford�s mission is to be one of the preferred and best companies in a wide range of oilfield services and products as well as technologies that help the customers produce oil more efficiently and conveniently. By providing all the important and useful requirement that the client need for long and short term.
Moreover, operators always seek for new techniques to extend the economic lives of the reservoir also a safe way to solve various challenges connected to aging well, where Weatherford Company offers all the Innovative technology and high quality services to confront these challenges.
Weatherford Provides different services in drilling and formation evaluation, well construction, completion and stimulation, also production.
To begin with drilling services and formation evaluation, which contain different categories, for example laboratory services, reservoir solutions, surface logging system, and wireline services.
Having considered the services provided by the company, it is also reasonable to look at the different categories and their definitions, start with the first category laboratory services.
Weatherford laboratories deliver a set of basic core analysis services with a whole necessity test required to help the costumer more in improving reservoir estimates, recover their reservoir forming, also identify and correct any damage to the formation of the reservoir.

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