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

1. Prioritized queue (P0/P1/P2 with SLAs)
2. Daily action plan (owner, deliverable, deadline)
3. Delivered help with outcome tracking
4. 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)

1. Yesterday: What was delivered?
2. Today: What will be delivered?
3. Blockers: What's stuck and needs help?
4. 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.