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Customer codenames live in fleetdm/confidential (#18984)

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- Update instructions to clarify how to create customer codenames and
where the mapping lives: fleetdm/confidential
- Fix broken link
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Noah Talerman 2024-05-15 15:37:16 -04:00 committed by GitHub
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6
handbook/customer-success/README.md
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@ -19,7 +19,11 @@ The customer success department is directly responsible for ensuring that custom
### Assign a customer codename
Occasionally, we will need to track public issues for customers who wish to remain anonymous on our public issue tracker. To do this, we choose an appropriate minor planet name from this [Wikipedia page](https://en.wikipedia.org/wiki/List_of_named_minor_planets_(alphabetical)) and create a label which we attach to the issue and any future issues for this customer.
Occasionally, we will need to track public issues for customers and prospects who wish to remain anonymous on our public issue tracker. To do this:
1. The team member creating the issue will choose an appropriate minor planet name from this [Minor planets page](https://minorplanetcenter.net//iau/lists/MPNames.html) (alphabetical).
2. Create a label in the fleetdm/fleet and fleetdm/confidential repos which can be attached to current and future issues for the customer or prospect. As part of the label description in the fleetdm/confidential repo, add the customer or prospect name. This way, we maintain a confidential mapping of codename to customer or prospect.
### Create customer support issue
Locate the relevant issue or create it if it doesn't already exist (to avoid duplication, be creative when searching GitHub for issues - it can often take a couple of tries with different keywords to find an existing issue). When creating a new issue, make sure the following:

2
handbook/sales/README.md
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@ -170,7 +170,7 @@ Please see [handbook/company/communications#customer-support-service-level-agree
Please see [handbook/sales#create-a-customer-agreement](https://fleetdm.com/handbook/sales#create-a-customer-agreement) for all sections above.
##### Customer codenames
Please see [Handbook/sales#assign-a-customer-codename](https://www.fleetdm.com/handbook/sales#assign-a-customer-codename)
Please see [Handbook/customer-success#assign-a-customer-codename](https://www.fleetdm.com/handbook/customer-success#assign-a-customer-codename)
##### Document customer requests
Please see [handbook/customer-success#document-customer-requests](https://fleetdm.com/handbook/customer-success#document-customer-requests)