How to Request A SME

A system needs to be set up on how to request a SME for an opportunity. One of the responsibilities of a SME is to “Providing technical expertise to SAs during customer demos and presentations with a shared slack channel or joining customer calls.”

To request a Subject Matter Expert (SME) for an opportunity, follow these steps:

• Submit a request:
  • To submit a request for help from a SME, select the SME Request workflow in the Slack channel from the “Workflows” tab below the channel name.
    • Alternatively, you can type “/sme” in the Slack message field and hit Enter to open the request form after you have previously opened the workflow at least once.
  • Fill out the form to the best of your ability, including as much detail and context that will be helpful for an SME to engage.
    • The form includes fields for the Account Name, SFDC Opportunity URL, type of engagement being requested, the next customer meeting date and time zone, and how long you expect the engagement to last.
    • The form is backed by an internal spreadsheet for capturing the relevant details and other metadata for the request.
• Engagement process:
  • A SME will reach out through Slack to the person making the request typically within 24 hours.
    • If a SME does not engage within 24 hours, the SME Area Lead will work with the SME team members to get someone engaged.
    • The SME will add their name in the associated SME request spreadsheet to ensure assignment is confirmed.
    • The SME will use a green checkmark emoji on the SME Request message in the Slack channel to indicate that an SME has engaged.
• Completion and Follow-up:
  • After the engagement, the person making the request will provide feedback on the SME’s engagement and contribution to help improve the process in the SME Request spreadsheet, under Feedback Notes Column.
  • Please also enter if a followup with the Product Manager is needed as Feedback.
• Reporting and attribution:
  • The SME will use the Activity Type “SA Assistance - Subject Matter” when logging activities in Rattle, or SFDC.

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