name: portfolio-helpdesk-sprint
description: "Run a time-boxed portfolio support sprint with triage, SLAs, and outcome tracking. Use when multiple requests come in and you need repeatable execution with gates."
license: Proprietary
compatibility: Works offline; improved with operator network; Salesforce logging recommended.
metadata:
author: evalops
version: "0.2"

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

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)

Request tracking template

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.