Customer Support Teams as Stakeholders
In agile, customer support teams (support) now participate in the overall development process as stakeholders for the products they support. As such, support still works with the development organization to raise requests specific to support, but they now do so using user stories, for example:
As a customer support engineer I need the ability to automatically analyze trace dumps for error conditions so that I can respond to customers during a call instead of calling them back after a manual review.
As a customer support engineer I need the product to automatically upload a log file to the Support website when an error is detected by the product so that I don’t have to ask the customer to manually do so when ...
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