CS WORKSPACE SETUP CHECKLIST

STEP 1: TEAM STRUCTURE & ROLES
□ Define CS team hierarchy (manager, specialists, support staff)
□ Assign account ownership: tier mapping (enterprise → dedicated, mid-market → shared, SMB → queue)
□ Create role templates: Read+edit = agent; Read-only = reporter; Admin = manager
□ Set escalation paths: Issue type → owner → manager approval

STEP 2: CUSTOMER DATA ORGANIZATION
□ Create customer list view: Filter by segment, status, health score
□ Set up custom fields: Onboarding date, MRR, renewal month, support tier
□ Tag taxonomy: By-product, by-issue-type (billing, technical, feature-request)
□ Import customer data with de-dupe check

STEP 3: COMMUNICATION & TRACKING
□ Enable ticket routing rules: Bug → engineering, billing → finance, product → PM
□ Set template library: Standard responses for 5 common queries
□ Enable activity logging: Auto-sync emails and meeting notes to customer record
□ Configure webhooks: Send customer updates to your CRM

STEP 4: AUTOMATION & REPORTING
□ Set up health score workflow: Monthly NPS + support ticket volume
□ Create alert: Inactive 30 days OR escalated ticket
□ Automation: Assign new tickets within 2 hours
□ Report: Monthly customer satisfaction by product, renewal pipeline