Help Desk - Should I Transfer My Call to Help Desk Contract Partner Support (CPS)?
This document contains a flowchart that will help you determine whether or not you should transfer a General Help Desk call to Help Desk Contract Partner Support (CPS).
Note: To access the PDF version of the flowchart, please download the following: CPS Transfer Process Flowchart
Note: If you are ever uncertain whether you are dealing with a contract partner supported service or customer, transfer the case.
- To determine whether CPS supports a service, please search the name of the service in the KB. CPS supported services will have a PICK 5 banner.
- For a list of VIP groups, see List of DoIT Departmental Support Contracts.
- For help on how to transfer a call to CPS, see Help Desk - Transferring a Customer to Help Desk Contract Partner Support (CPS).
There are a few common instances to keep in mind that indicate the call should be transferred immediately:
- If the customer is VIP and mentions they need help with a departmental computer (NOT personal).
- If the customer is VIP and mentions they need remote support.
Flowchart latest revision: 12/13/2024