Dear all,
There are lot of issues faced by us with CPOR Incentive Team. As we know that the usage percentage is calculated different between FTOP vs CPOR and Microsoft is working to integrate both, but we have been working on a multiple cases (for the past 2 months) asking for valid claim for the workload that we have completed with the customer, still we haven't got the right response from the team.
Our Asks/Feedback:
1) Once the Case has been dragged to more than a week, CPOR Incentive team can set up a joint call with Partner to understand the issue in a better way to handle and help
2) We Partners wanted to know which backend data that CPOR team is referring to and the Team should know how FRP works as well.
There are lot of issues faced by us with CPOR Incentive Team. As we know that the usage percentage is calculated different between FTOP vs CPOR and Microsoft is working to integrate both, but we have been working on a multiple cases (for the past 2 months) asking for valid claim for the workload that we have completed with the customer, still we haven't got the right response from the team.
Our Asks/Feedback:
1) Once the Case has been dragged to more than a week, CPOR Incentive team can set up a joint call with Partner to understand the issue in a better way to handle and help
2) We Partners wanted to know which backend data that CPOR team is referring to and the Team should know how FRP works as well.
Status details
Assignment Team - assigning to Partner Experience Team to triage with OSU.2021-05-18 - EPX Team - Thank you for your feedback and ideas on ways to help this work better for partners. We are talking with the OSU Support Team about different approaches to engaging with partners on support tickets as well as helping expand the support team's knowledge of FRP.
2021-06-04 - EPX Team - We are establishing better escalation approaches with OSU Support and they are also modifying their processes and providing additional training to their resources.
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This is a problem that plagues us too. It's pretty obvious from the formatting and IDs of CPOR/Partner Center support tickets that there is a system that's being used to manage those cases (presumably D365). Why aren't partners able to view a list of all their open tickets related to CPOR/PC? In addition to the 2 things asked for above, I'd like to see reports of all open and aged tickets (>7 days) from the support team (directly or via FPM) and the ability to see the case in the system with the history available. Currently, all communications for a ticket are managed through email which makes tracking the history very difficult if audience changes over time (or, as often happens, if updates get communicated on the wrong email thread).