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
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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.
a) Describe the helpdesk structure (i.e. local, virtual, central, follow-the-sun