Red Hat 2024
Stronger CVE interaction cut incoming cases by 14%, reclaiming thousands of hours for support associates.
People
Director - Business Intelligence
Technical support manager
Product manager
Design manager
2 Engineers
My role
Conceptualization
Design
Usability testing
Dev handoff
Problem
Q3Y24 occurred a case surge related to CVE
Customers were submitting an average of 1,500 low-complexity, self-solvable cases per month. These cases could have been avoided if CVE (Customer Value Experience) recommendations were more visible and accessible during the case creation process.
Understanding the CVE
Red Hat CVEs are documented security vulnerabilities affecting Red Hat products. Each is scored by severity (CVSS), lists impacted systems, and includes mitigation steps like patches or workarounds to help users reduce risk and maintain security.