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From YouTube: 2 05 SLA Clock
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A
We
do
have
to
manage
that
to
some
extent
right.
I
don't
think
anybody
here,
including
me,
is
old
enough
to
have
seen
original
versions
of
the
show.
That's
in
the
picture
there.
So
don't
worry
about
that,
but
that
pressure
to
beat
the
clock
to
beat
sla
is
around
us
all.
The
time
isn't
it.
I
mean
if
you
disagree
speak
up
now,
but
it
is.
A
So
to
me,
the
good
news
is
that
it's
actually
not
that
hard
to
manage
the
sla
clock.
You
just
have
to
think
about
and
understand
some
techniques.
So
a
few
simple
rules-
I've
put
here
for
you-
don't
panic,
don't
rush
to
get
that
quick
answer
out
there
when
you
know
that
that's
not
going
to
be
the
good
answer,
don't
send.
Fluff
fluff
is
a
response
that
has
no
value
to
the
customer
right.
It's
it's
anything
that
doesn't
give
them
valuable
information
about
the
ticket,
the
work
you're
doing
the
progress
you're,
making
the
plan
all
that.
A
A
Make
a
choice
between
these
two
options
if
the
next
step
that
you
want
to
take
isn't
immediately
apparent,
you
just
don't
know
what
it
is
right
now
or
it
is,
but
you
need
some
time
to
wrap
it
all
up
into
an
appropriate
message
and
make
it
look.
Good
then,
take
this
step
that
I
don't
think
we
typically
do
so
this
is
the
new
part,
for
you
acknowledge
their
message.
A
A
And
then,
to
help
you
to
manage
that
set
your
next
action
due
date
on
your
ticket.
You
can
actually
change
the
type
to
task
I
think
in
your
ticket
and
then
it
pops
up
a
due
date,
selector,
which
they
never
told
us
about.
No,
that
I
did
find
out
about
it.
It's
it's
a
partial
solution,
because
it
doesn't
give
you
a
time.
A
It
doesn't
give
you
a
timer,
but
it
does
give
you
a
date,
so
you
got
a
little
bit,
but
whether
you
use
that
to
manage
it
or
not,
the
idea
is
when
you
can't
get
a
good
answer
out
now
in
time.
For
that
clock,
that
is
ticking,
I
should
say
when
you
can't
get
a
good
progress,
update,
give
them
a
plan
update.
A
The
other
choice
here.
The
other
option
in
the
choice
I
should
say
is
is
the
one
that
we're
we're
used
to.
Oh
you
know
I
have.
I
know
what
I
need
to
put
out
there.
I've
got
the
time
to
do
it
so
I'll,
write
that
up
and
send
it
out,
but
either
way
we
never
send
out
the
little.
Oh
well,
try
this.
You
know
or
oh
send
me
those
logs
right,
there's
always
more
behind
it.
Here's
what
I'm
thinking!
Here's
the
plan,
here's
really
what
we're
going
to
do
and
by
when.