majiayu000 Portfolio helpdesk sprint
When to use
Use this skill when:
- Portfolio support requests are coming in continuously
- You need a triage system and SLA-like execution
- You want to measure whether support actually helped
- Running a dedicated "support week" or "office hours" sprint
Inputs you should request (only if missing)
- Sprint duration (1 day, 1 week)
- Request backlog (all open requests)
- Capacity constraints (hours available)
- Company context (stage, priorities) for each request
Outputs you must produce
- Prioritized queue (P0/P1/P2 with SLAs)
- Daily action plan (owner, deliverable, deadline)
- Delivered help with outcome tracking
- Sprint summary with metrics
Every sprint ends with: Metrics report + next sprint priorities + help menu updates.
Triage rubric
| Priority | Definition | Response SLA | Resolution SLA |
|---|---|---|---|
| P0 | Urgent: fundraising, key hire closing, customer escalation | 4 hours | 48 hours |
| P1 | Important: hiring pipeline, customer intros, partner intros | 24 hours | 1 week |
| P2 | Useful: market intel, light strategy review | 48 hours | 1 week |
Triage criteria:
- P0 if: Revenue at risk, funding at risk, or executive hire decision pending
- P1 if: Advances a stated quarterly priority
- P2 if: Helpful but not on critical path
5-day sprint structure
Day 0: Setup + triage (2 hours)
Deliverables:
- All requests logged and prioritized
- SLAs assigned
- Owners assigned
- Capacity allocated
Gate: Is the queue triaged and achievable in the sprint? If not, deprioritize P2s or extend timeline.
Day 1: P0 execution
Focus: All P0 requests get first response and action started Deliverables:
- P0 requests responded to
- First actions taken (intros requested, candidates identified, materials reviewed)
- Blockers identified
End of day check:
| Request | Responded? | Action taken? | Blocked? |
|---|---|---|---|
Day 2: P0 resolution + P1 start
Focus: Close P0s, start P1s Deliverables:
- P0 requests resolved or on clear path
- P1 requests responded to
- Intros sent, candidates submitted
Gate: Are P0s resolved or blocked with escalation path?
Day 3: P1 execution
Focus: Execute on P1 requests Deliverables:
- Customer intros made
- Recruiting pipelines built
- Partner outreach sent
Tracking:
| Request | Action | Outcome | Next step |
|---|
Day 4: P1 resolution + P2 start
Focus: Close P1s, start P2s Deliverables:
- P1 requests resolved or on clear path
- P2 requests responded to
- Follow-ups sent on all pending intros
Day 5: Close out + metrics
Focus: Resolve remaining, measure outcomes Deliverables:
- All requests resolved or explicitly deferred
- Outcomes documented for each
- Sprint metrics calculated
- Help menus updated
- Next sprint priorities identified
Daily standup format (15 min)
- Yesterday: What was delivered?
- Today: What will be delivered?
- Blockers: What's stuck and needs help?
- Metrics check: On track for SLAs?
Sprint metrics (calculate at end)
| Metric | Target | Actual |
|---|---|---|
| P0 response SLA hit | 100% | |
| P0 resolution SLA hit | 90% | |
| P1 response SLA hit | 90% | |
| P1 resolution SLA hit | 80% | |
| Overall success rate | 70% | |
| High-impact outcomes | 30% | |
| Requests completed | ||
| Requests deferred | ||
| Intros -> meetings | 60% |
Request tracking template
| ID | Company | Type | Priority | Request | "Done" looks like | Owner | Due | Status | Outcome | Impact |
|---|---|---|---|---|---|---|---|---|---|---|
| 1 | P0/P1/P2 | Open/Done/Deferred | Success/Partial/Fail | H/M/L |
Outcome documentation (per request)
## Request: [ID] - [Company] - [Type]
### Request
- Goal:
- "Done" looks like:
- Priority:
- SLA:
### Actions taken
1. [Date] [Action] [Result]
2. ...
### Resolution
- Status: Resolved / Deferred / Blocked
- Within SLA: Yes / No
- Outcome: Success / Partial / Failed
### Impact
- Rating: High / Medium / Low
- Evidence:
- Founder feedback:
### Learnings
- What worked:
- What to do differently:
Gates (mandatory checkpoints)
End of Day 1:
- All P0s responded to?
- Any P0s blocked without escalation path?
End of Day 3:
- All P0s resolved?
- All P1s responded to?
- On track for P1 resolution SLA?
End of Day 5:
- All requests resolved or explicitly deferred?
- Metrics calculated?
- Help menus updated?
- Next sprint planned?
Salesforce logging
- Log each request as a Task on the Account
- Update Task status as you progress
- Log each action (intro, candidate submission) as an Activity
- Tag by support type
- Record outcome and impact when resolved
Use salesforce-crm-ops for API patterns.
Reference
Use portfolio-support-ops for deeper playbooks on specific support types (recruiting, customer intros, fundraising).
Edge cases
- If P0 volume exceeds capacity: Escalate to partner for prioritization or additional help.
- If a request is blocked on external party: Set a reminder, move to "waiting" status, continue with other requests.
- If founder doesn't provide needed info: One reminder, then deprioritize until they respond.