For the final part of our Service Desk series, we thought we’d do something a little different. Instead of sitting down with one team member, we asked the whole Service Desk to share their best advice. After all, they’re the ones on the front lines every day, guiding customers through challenges and helping them get the most out of Cirrus. Think of this as a chance to pick their brains: a few practical tips from the people who know the platform inside and out.
What’s one thing customers could do more of to get the most out of Cirrus?
The customers who get the most out of Cirrus are the ones who come to us with their current or future use cases. Having those conversations gives us the chance to talk through workflows and explore solutions together, and often we can suggest features they might not have thought about. Cirrus has a lot of powerful tools, and when they’re paired with the right design, they can make a real difference. So our best advice is simple: don’t hesitate to reach out and share your use case with us.
Any hidden gems in the platform that people often overlook?
Role-based user management is one of those features that often gets overlooked, but it’s incredibly powerful. When roles are designed thoughtfully, they can make workflows run much more smoothly and set your organisation up for long-term success. It’s something we always encourage customers to take full advantage of.
What’s a common mistake customers make that’s easy to avoid with the right support?
Last-minute changes do happen, especially when the pressure is on during exam time. The tricky part is that they can sometimes cause problems if they’re not handled the right way. Our advice is simple: check in with the Service Desk before making adjustments like these.
For instance, to protect the integrity of exams, a scheduled exam can’t be modified within 20 minutes of the start time. When best practices like this are talked through in advance, it helps avoid mistakes and takes some of the stress out of those high-stakes moments..
Can you share a win where a small change in how a customer used the platform made a big difference?
One customer wanted to strengthen their quality assurance process without making it more complicated. They decided to use the collaborative workflow in Cirrus, where items move from author to co-author to reviewer. That small shift made a noticeable difference. It improved the quality of their item bank while also making the process more efficient.
When you’re not helping people succeed with Cirrus, where would we find you?
We’re often in the background, updating knowledge base articles or collaborating with our development team. That ongoing work means we’re always improving how we can support customers in the future.
The Service Desk is more than a safety net when something goes wrong. Their work includes planning ahead, fine-tuning workflows, and sharing best practices that make a real difference during exam delivery. By talking to them early and often, you can avoid common pitfalls and discover ways to work more efficiently. Their goal has always been the same: to give customers the confidence that every exam will run smoothly.
This advice builds on what we’ve heard throughout the series:
- As Jad showed us, successful customer relationships start with understanding each client’s unique needs and building confidence through structured support.
- And as Aiden explained, much of the best work happens proactively, behind the scenes, preventing issues before customers even know they could occur.
Together, it all adds up to the same goal: empowering customers to deliver exceptional exams and create outstanding experiences for every test-taker.
Keen to learn more strategies to set your team up for success on exam day? Don’t miss our webinar ‘Stress-Test Your Exams – No More Drama on Exam Day‘!
