When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it be a simple case for which he can provide a solution easily? Or will it be a time-consuming issue that requires complex troubleshooting? And – as always – there are several more customers who would like to take advantage of his expertise.
That makes time, and accuracy, of the essence. Fortunately