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

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

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