Q1
In Dollar General, what are the 2 information that we need to use in order to get the partner Code
Store Number and Zip Code
If the information of the Terminal requested for RMA is not present on the Requester's Email. Where in Salesforce can we look for the Image of the Terminal?
Attachments
In IRP, What is the usual Billing Status for L1 Customers
Per Incident
To make sure that the Email won't bounce back to us. What do we need to remove from CC on the Email that we will send to the requester?
Any Ingenico Email Address to avoid to bounce back to the system
What are the Tabs we can Find on a Salesforce Case
Post | Email | Update Case | Resolve Case | Close as not Relevant | More
In IRP, where do we put ERC ticket Number in a Dollar General Case?
Customer ref number field
What Email Template do we need to use to send if we are requesting for PO?
Out of Warranty Response
Our SLA for Total Care Customers is only 1 Hour. Make sure to finish the RMA process within an hour or before Milestone is up
true / yes
In IRP, What is the usual Billing Status for Total Care Customers?
Contract Billing
Where can we find the SLA count/timer in Salesforce?
Milestones
What is SBOM?
Service Bill of Materials (SBOM) is the Bill of Materials needed for maintenance purposes
Do we have to always put Donna on the CC when sending Email to requester?
Yes / True
In IRP, What is the usual Default Process for L1 Customers?
RR Return and Repair
If the requester is from "US - Manila Level 1" Queue" what do we need to check first?
Warranty of the Terminal
How many seconds to answer the call?
24 seconds
What is the Passing Score for QA Evaluations
85 %
In IRP, What is the usual Default Process for Total Care Customers?
AR Advance Replace
What status do we need to choose in Salesforce "Update Case" if we determined that the information is lacking in RMA Creation?
Pending at Requester
Upon opening our Ingenico Outlook - we received a Notification Email saying "Urgent due to SLA warning" and the requester is asking for an info. It is best to respond right away to answer the requester's query.
False
What are the 2 Queues we have in Case management that we can find in Salesforce
US - Manila Level 1 and US - Manila - Total Care