SOW Agents

[Lhora Alvarez]

Hi experts!
I want to know the difference between Tier-1 and Tier-2 agents, aside from belonging or not belonging to a Service Desk group.
I have read the SN documentation but I'm still confused on where and how it can it help me.

[Shubham Malwade · Accepted solution]

Hi Lhora,

1. Tier-1 Agents: Tier-1 agents, also known as first-line support or frontline agents, are typically the initial point of contact for customers or end users who report issues or require assistance. Their primary role is to handle routine or straightforward issues that can be resolved quickly. Tier-1 agents are responsible for basic troubleshooting, gathering relevant information, and providing initial support or guidance to users. If they are unable to resolve an issue, they escalate it to Tier-2 agents for further investigation and resolution.

2. Tier-2 Agents: Tier-2 agents, also referred to as second-line support or specialist agents, possess a higher level of expertise and handle more complex or technical issues that require specialized knowledge. They are responsible for investigating escalated issues from Tier-1 agents, performing in-depth troubleshooting, and providing advanced support solutions. Tier-2 agents may have access to additional tools, resources, or technical documentation to resolve complex problems. If a Tier-2 agent is unable to resolve an issue, it may be further escalated to Tier-3 or other higher-level teams within the organization.

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Regards,

Shubham

[Lhora Alvarez]

Thank you very much!