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Internal sprint planning - Coggle Diagram

- - - - Name of case type
        
        Will we have multiple case types for general enquiries, or will all adopt GE case type?
      - SLAs
        
        We should identify a default for all services
        
        If a service has a need for a bespoke SLA, how many will we offer per service/team?
      - Reasons
        
        Escalation
        
        Reassignment
        
        Closure
      - User groups/permissions
        
        Who has visibility of case types and tasks
      - Case assignment
        
        Email or queue
      - Email templates
        
        Standard templates for the following scenarios
        
        Confirmation email
        
        Closure email
        
        requesting more information (link to account)
      - Questions
        
        How does the CNA relate to this core enquiry build?
        
        Does the CNA need to be implemented in the platform before case types and configurations are created?
        
        Will the system understand the relationship of the CNA
        i.e. selecting level 2 only displays related level 3
      - Based on a simple, non customer account form:
        
        First name
        
        Last name
        
        Email address
        
        Telephone number
        
        Summary field
        
        Description field
      - Based on simple enquiry/case:
        a. general enquiry submitted by customer on website
        b. interaction logged by CSA
        c. general enquiry logged by CSA
        if GE logged, interaction is automatically logged
        
        if a or c, confirmation email sent, if email provided
        
        if b, and resolved at fpoc - no associated workflow
        
        if b and assigned to back office, confirmation email sent if email provided
        
        if assigned to back office, is the case itself assigned or is it a task?
      - Status'
        
        Logged
        
        Resolved
        
        Awaiting information
      - Reporting?
    - - Content related to GE
      - GE form design
      - Knowledge??
  - - - Like for like form builds
      - Will not include content migration
      - Generate emails not cases assigned to queues
      - to aid with GOSS learning/training
      - Learning how we work in sprints and our use of Devops
      - Recognising what works we to use as blue prints and snippets
      - Supports best practice understanding