SharePoint — Where to Find CX Routines & Documents (Check!)
Article type: Reference | Audience: Support Agents | Visibility: Internal Only
Overview
SharePoint is the internal document storage platform where all CX routines, onboarding material, templates, and reference documents are kept. If you need to look up a process, find a routine, or access training material, SharePoint is where you go.
SharePoint is accessed via Microsoft browser login. If you do not have access, contact your Team Lead.
CX SharePoint Structure
The CX SharePoint site is called Customer Experience and is organised into the following main folders:
| Folder | What it contains |
|---|---|
| 1 — General Info | Company overview, brand information, team structure |
| 2 — Routines for CX | All standard operating routines for daily CX work |
| 2.1 — Onboarding Material | Onboarding documents, training PDFs, and presentations for new agents |
| 3 — Templates | Email templates, document templates |
| CX Backlog | Ongoing tasks and improvement items tracked by the CX team |
| What Have We Done | Completed projects and initiatives |
Key Routines You Will Find in "2 — Routines for CX"
- Absence Routine
- ChargeNode Routine
- Contract Customer Loyalty Routine
- Customer Care Email Routine (reconnection emails)
- CX — MVP / Prioritized Manufacturing
- Offensive Content Routine
- On Hold in Zendesk Routine
- One Sheet — One Batch Routine
- Quote Management Routine
- Sample Signs Routine
- Special Routine
- Special Sorting Service Routine
- Tingstad Order Routine
- Wallzap Orders Routine
How to Find a Document
- Go to SharePoint and navigate to the Customer Experience site
- Click Documents in the left-hand navigation
- Browse to the relevant folder, or use the Search this library bar at the top to search by keyword
- Click on a document to open it in the browser viewer
Tip: Most routines are PDF files and open in a preview directly in the browser. You can also open them in full screen for easier reading.
What to Do if You Cannot Find a Document
- Ask your Team Lead — they can point you to the right location
- Check if the document may have been recently updated and renamed
- The Zendesk Knowledge Base (this system) is progressively replacing SharePoint as the primary source for routines — always check here first
Related Articles
- Tools Overview — What We Use and What Each Tool Is For
- Market-Specific Rules & Exceptions
- CX Working Hours & Response Time SLA