Global Success Path

Networking and self Marketing

One key lesson from Mr. Daniel, CEO of Afriment, was that success is not only about what you know but also who knows what you can do.

Networking creates opportunities, while self-marketing helps you communicate your value effectively.

Building meaningful relationships and a strong personal brand are essential skills for career growth in today's professional world."

My Work Experience managing Incident using ServiceNow.

Incident Resolution Using ServiceNow (Outlook Not Sending or Receiving Emails)

While working in an IT support environment, I used ServiceNow (ITSM/CRM tool) to manage and resolve Microsoft Outlook and Exchange Online incidents.

A user reported: “I cannot send or receive emails on Outlook since this morning. Please help urgently.”

My resolution processes includes:
Incident Creation in ServiceNow.

Step 1: Login, I logged into ServiceNow using my credentials.

Step 2: Create Incident; I searched for Incident → Create New and opened the incident form.

Fields Completed:
• Caller: Affected user selected
• Category: Software
• Subcategory: Email
• Service: This ServiceNow Instance
• Configuration Item: Microsoft Outlook
• Contact Type: Email
• Impact: 2 (Medium)
• Urgency: 2 (Medium)
• Priority: Automatically set to P3 (Moderate)

Incident Description
Short Description: Outlook not sending or receiving emails

Detailed Description: User unable to send/receive emails since morning.

Troubleshooting already attempted:
• Restarted Outlook
• Restarted laptop
• Checked internet connection

Issue persisted, escalation required.

Assignment Details
• Assignment Group: Service Desk
• Assigned To: IT Support Engineer
• State: New
• Business Service: Email Service
• Business Impact: Email disruption affecting productivity.

My Initial Investigation
Work Notes:
• Checked Exchange Online service status
• Verified mailbox accessibility
• Requested error details from user.

Customer Update:“We are currently investigating the issue and will update you shortly.”

Ticket submitted successfully; user received confirmation and support team engaged.

Follow-Up
User was contacted via Microsoft Teams for remote session but was unavailable.

Availability was scheduled for the next day.

Ticket Update:
• State changed to On Hold
• Status: Awaiting Caller

Customer Message:
“We will reconnect tomorrow during your availability for a remote session.”

Resolution (Next Day Remote Session)
During remote support:
• Connected to user’s PC
• Opened Credential Manager
• Navigated to Microsoft Credentials
• Removed outdated/saved credentials
• Restarted Outlook

Issue was resolved successfully.

Resolution Documentation
Work Notes: Remote session performed.

Removed old credentials and restarted
Outlook. Issue resolved.

Root Cause:Corrupted/outdated cached credentials causing authentication failure.

Resolution: Cleared saved credentials in Windows Credential Manager and restarted Outlook.

Ticket Closure
• State changed from In Progress → Resolved → Closed.

• SLA updated to Completed

This is how i managed an Incident. This ensured proper incident lifecycle management, full documentation, and successful resolution using ServiceNow ITSM process.

Types of Tickets & Identification in CRM (E.g ServiceNow)

In CRM example ServiceNow, identifying the correct ticket type depends on the issue, request, or change involved.

Types of tickets in ServiceNow
1.Incident
2.Service Request
3.Problem
4.Change Request

Easy Decision Guide

• If something is broken➡ Incident

• If someone needs a service➡ Service Request

• If the issue keeps happening repeatedly➡ Problem

• If IT is planning to modify systems➡ Change Request

Scenarios Ticket Type

a. User forgot password Service _ Request.

b.Email server down_ Incident.

c.Repeated server crashes_ Problem.

d. Installing Windows updates company-wide_ Change Request.

e. New employee account setup _ Service Request.

f. Printer suddenly stopped working _ Incident.

ServiceNow

How I resolved an issue "email not working" with ServiceNow

Ticket : Email Not Working
User Report: User cannot send or receive emails in Outlook / webmail.
Ticket Priority: Medium (can be High if business-critical)
Category: Email / Exchange Online issue
Service: Microsoft 365 / Exchange Online

Step-by-Step Resolution Process
1. Acknowledge and Log the Ticket
Open ServiceNow
Click “Create New Incident”
Fill in:
Caller name
Short description: “User unable to send/receive emails”
Category: Email Services
Priority: Based on impact

2. Initial User Check (First Contact)
Ask user simple questions:
Can you log into Outlook?
Is internet working?
Is issue on mobile, desktop, or both?
Any error message?

3. Basic Troubleshooting
Perform quick checks:
Refresh Outlook / restart app
Check internet connection
Try Outlook Web Access (OWA)
Confirm if issue is device-specific

4. Verify Account Status (M365 Admin Check) In Microsoft 365 Admin Center:
Go to Users → Active Users
Confirm: Account is active (not blocked or disabled) License is assigned (Exchange Online license present)
Password not expired

5. Check Mailbox Status (Exchange Online)
Open Exchange Admin Center
Check:
Mailbox exists
Mailbox not full (storage quota)
No mail flow restrictions
No transport rules blocking emails

6. Check Common Issues
Look for: Inbox full (storage limit reached)
Junk mail filters blocking emails
Forwarding misconfiguration
Recent password change not updated in Outlook

7. Reset / Fix (If Required)
Depending on issue:
Reset password (if login issue)
Reconfigure Outlook profile
Remove and re-add account
Clear cached credentials

8. Test Mail Flow
Send test email internally (user → colleague)
Send external test email (Gmail/Yahoo)
Confirm send & receive works

9. Confirm with User
Ask user to verify email is working
Ensure Outlook sync is normal
Confirm no error messages remain

10. Resolve and Close Ticket
In ServiceNow:
Add resolution notes: “Issue resolved after verifying mailbox license and reconfiguring Outlook profile. Email services restored successfully.”

Key Skills Demonstrated
Incident Management (ITSM) IT Service Management
Microsoft 365 Administration
Exchange Online troubleshooting
Customer support communication
ServiceNow ticket handling

Set status: Resolved / Closed
Notify user.

Shout out to my newest followers! Excited to have you onboard! Dikeletso Bridgett Metiso, Abdullah Ali Hiliwilo

STAR FRAMEWORK

The STAR framework is a simple method used to structure your answers when describing a situation or solving a problem, especially in interviews or professional writing like LinkedIn posts.

It helps you explain your experience clearly and logically.

⭐ STAR means:

S – Situation
You describe the context or problem you faced.

👉 What was happening? Where were you working?

T – Task
You explain your responsibility or goal.

👉 What were you supposed to fix or achieve?
A – Action
You describe what you did step by step to solve the problem.

👉 What tools, methods, or actions did you take?
R – Result
You explain the outcome of your actions.

👉 What improved or changed because of what you did?

💡 Simple Example:
Situation: The team had scheduling conflicts.

Task: I was responsible for improving coordination.

Action: I used Google Calendar and Sheets to organize meetings and tasks.

















Result: Conflicts reduced and productivity improved.

Professional Communication, Meeting & Presence in a Remote Workplace.

As a Virtual Assistant working with a team across different time zones. Roles include email and calendar management, meeting support, and task tracking using Google Workspace or Microsoft 365 tools such as Outlook, Teams, and SharePoint or any tools.

1. Professional Communication in Action
Throughout the day, all communication is clear, structured, and purpose-driven using BLUF (Bottom Line Up Front) approach.

Example – Email Response to a Manager:

Subject: Task Update – Client Meeting Scheduling

Good morning,

BLUF: The client meeting has been successfully scheduled for Thursday at 2:00 PM WAT.

I coordinated with all stakeholders via Outlook calendar and confirmed availability.

Meeting link has been created in Microsoft.Teams and shared with participants. A reminder has also been set 24 hours before the meeting.

Please let me know if any adjustments are required.

Kind regards,
Virtual Assistant

2. Meeting Participation & Presence
During virtual meetings on Microsoft Teams, professional presence is maintained through punctuality, preparedness, and engagement.

Example – Before the Meeting:
Join 5–10 minutes early Ensure stable internet connection and working microphone. Open agenda document and relevant files (SharePoint/OneDrive)

Mute notifications and maintain a distraction-free environment

Example – During the Meeting:
Use clear and professional language
Actively listen without interruptions
Use chat box for clarification questions if needed. Take structured notes (decisions, tasks, deadlines)

Example – Meeting Update Contribution:
“Based on the agenda, I’ve already updated the shared task tracker in SharePoint. I will assign follow-up actions immediately after the meeting.”

3. Professional Remote Presence
refers to how consistently and reliably you appear in digital workspaces.

Key Behaviors:
Always respond to emails within agreed SLA (e.g., 2–4 hours) Keep Microsoft Teams or zoom etc status updated (Available, Busy, In a Meeting) Provide daily progress updates on assigned tasks
Maintain respectful and professional tone in all chats.

Example – Progress Update Message:
Subject: Daily Progress Update

BLUF: All assigned tasks for today are 80% completed. Email inbox organized and priority messages responded to

3 client meetings scheduled successfully
Calendar conflicts resolved for executive
Remaining task: Final review of tomorrow’s agenda

4. Handling Challenges Professionally
When issues arise, communication remains calm, transparent, and solution-focused.

Example – Blocker Message:
Subject: Task Delay Due to System Access Issue

BLUF: I am currently unable to access SharePoint, which is delaying file updates.
I have attempted login troubleshooting but still experiencing access restrictions. I have reported the issue to IT support and am awaiting resolution. In the meantime, I am prioritizing email and calendar tasks to ensure no workflow disruption.

Professional Communication, Meeting & Presence in a Remote Workplace. As a Virtual Assistant working with a team across different time zones. Roles include email and calendar management, meeting… | DUMKWU, O. Charity Professional Communication, Meeting & Presence in a Remote Workplace. As a Virtual Assistant working with a team across different time zones. Roles include email and calendar management, meeting support, and task tracking using Google Workspace or Microsoft 365 tools such as Outlook, Teams, and Shar...

CRM Ticketing Management

A typical CRM ticket management workflow in a professional environment begins with logging into the CRM system and checking the dashboard for newly assigned tickets.

The next step involves opening the “Tickets” or “Support” section to review customer requests, priorities, and statuses.

After identifying assigned tickets, the support representative reviews the customer’s issue, responds appropriately, updates the ticket status, and documents all actions taken.

Throughout the day, tickets are monitored, escalated when necessary, and resolved efficiently to maintain excellent customer service and smooth business operations.

Effective CRM ticket management demonstrates strong organizational, communication, and customer support skills essential for Virtual Assistants and Administrative Professionals.

SLA POLICIES IN CRM

SLA policies in CRM are service rules that define the expected response and resolution time for customer requests or support tickets. They help organizations monitor support performance, automate escalations, and ensure timely customer service.

SLA in a Real Work ;

Imagine you work as a Customer Support Virtual Assistant for an e-commerce company.Customers send complaints through email or chat.
The company creates this SLA policy:

Ticket Priority

Priority | Response Time | Resolution Time
High. | 15 mins. | 4 hrs
Medium | 1 hr. | 24 hrs
Low. | 4 hrs. | 72 hrs

Work Scenario
Scenario 1 — High Priority Customer Complaint
A customer says:
“I was charged twice for my order.”
This is marked as High Priority because it involves payment.

The SLA policy says:
Agent must reply within 15 minutes
Problem must be solved within 4 hours

What happens in CRM? The CRM system will:
Create a ticket automatically Start SLA timer
Notify support agent, Track countdown, Escalate to supervisor if overdue. If the support team does not respond before 15 minutes:

SLA is breached. Manager gets alert. Ticket becomes escalated.

Another Scenario — Low Priority
Customer asks:“How do I change my profile picture?”This is low priority.
SLA policy:Respond within 4 hours. Resolve within 3 days. The CRM gives more time because the issue is not critical.

How to Create SLA in CRM (Step-by-Step)

Example Using CRM Ticketing System
Step 1 — Define Support Goals
Decide: How fast should agents respond?
Which issues are urgent?
When should escalation happen?

Example:
Billing issues → urgent
Password reset → medium
General inquiry → low

Automate Notifications

CRM automatically sends:
Ticket assignment alerts
SLA warning reminders
Escalation notifications
Breach alerts

Benefits of SLA Policies

SLA policies help companies:
Respond faster to customers
Improve service quality
Reduce unresolved tickets
Increase accountability
Improve workflow organization
Monitor team performance

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