Use scenarios that force a decision
Published September 8, 2026.
A launch rehearsal should do more than read the FAQ aloud. Give the team a plausible contact mix, an incomplete product fact, a queue spike, and a specialist delay. Ask what the agent says, where the case goes, and who may change the operating plan.
Check the handoffs
Walk through product, billing, technical, and safety questions. Confirm the fields each receiving team needs and the checkpoint the customer receives. Test access to the current knowledge source from the same permissions agents will use on launch day.
Define the trigger table
Write thresholds for adding coverage, changing channel availability, posting a known-issue message, or escalating to leadership. Name the decision owner for each trigger. After launch, compare observed demand with the scenarios and record which assumption needs revision.
Continue with support readiness review and agent capacity planning. CISA provides incident response resources relevant to operational rehearsals. Customer Care Staff can facilitate the tabletop within the client's authority model.