## **🗺️ Overview**

The Phase 2 Standard Operating Procedure (SOP) template is a structured guide that Product Specialists use to document and communicate key workflow steps within the **sa-product-specialists** channel. Posting the template correctly ensures consistent handoffs, reduces errors, and keeps the team aligned.

## **📌 What Is the Phase 2 SOP Template?**

The Phase 2 SOP template is a pre-formatted document designed to capture all critical information needed when escalating or handing off a task to the product-specialists team. It standardises how information is shared so every team member has the context they need to act quickly and accurately.

The template typically includes:

- **Task title and description** — a clear summary of what needs to be done
- **Current status** — where the task stands at the point of handoff
- **Steps completed** — actions already taken before escalation
- **Next required action** — what the receiving specialist needs to do first
- **Priority level** — urgency classification so tasks are handled in the right order
- **Relevant links or attachments** — supporting documents, screenshots, or platform references
- **Assigned owner** — the person responsible for completing the next step

## **🚀 How to Access the Phase 2 Template**

1. Log in to your team's project management workspace.
2. Navigate to the **sa-product-specialists** channel or the designated SOP documentation space.
3. Locate the Phase 2 SOP template in the shared templates library. Your team lead or manager can share the direct link if you do not yet have access.
4. Open the template and make a copy before editing — never edit the master template directly.

## **✏️ How to Fill Out and Post the Template**

1. **Copy the template** — create a new instance for each task or escalation. Do not reuse a previously filled copy.
2. **Complete every field** — leave no section blank. If a field does not apply, write **N/A** so reviewers know it was considered.
3. **Be concise and specific** — use plain language. Avoid internal shorthand that others may not recognise.
4. **Attach supporting evidence** — include screenshots, platform URLs, or relevant account IDs where applicable.
5. **Set the correct priority** — confirm the urgency level with the requesting manager before posting if you are unsure.
6. **Post in the sa-product-specialists channel** — paste the completed template directly into the channel. Do not share it as a private message unless instructed otherwise.
7. **Tag the relevant team member** — mention the assigned owner so they receive an immediate notification.
8. **Confirm receipt** — wait for an acknowledgement from the assigned specialist before closing out your involvement in the task.

## **✅ Best Practices**

- Always use the most recent version of the Phase 2 template. Check with your team lead if you are unsure whether your copy is up to date.
- Post the template at the time of escalation — do not wait until the end of the day.
- Keep the channel organised by using thread replies for follow-up comments rather than posting new top-level messages.
- If a task is resolved before the assigned specialist acts on it, update the posted template with a **RESOLVED** note and a brief summary of the outcome.
- Do not share internal SOP links externally with customers. The SOP is an internal coordination tool only.

## **⚠️ Common Mistakes to Avoid**

- **Editing the master template** — always work from a copy.
- **Skipping the priority field** — every post must have a clearly defined urgency level.
- **Posting incomplete templates** — a partial template creates confusion and slows resolution.
- **Using the wrong channel** — confirm you are posting in **sa-product-specialists** and not a general or unrelated channel.

## **💬 Need Help?**

If you need further assistance, open the chat widget in the bottom-right corner of the platform and type **human teammate** to be connected with a member of our team.