Zendesk
Can I...
Who Ya Gonna Call
Order Processing
SAP GUI
100

I apply this when taking over a call, and submit as

Escalations Macro/ Submit as Solved
100

Can I create a part order for an out of warranty item?

Yes! We can always offer parts/service for an item that is out of warranty

100
Bilingual contacts

Bilingual line 49707; For escalated bilingual calls please partner with a supervisor

100

I create this when setting up a non billable service technician

Service in Warranty ROP

100

I use this to check stock of merchandise

MMBE view; Remember we have to search by the article of the merchandise not the parent article

200

I submit this when trying to get the team to return to the home. I submit this as...

GOB/ Submit as Open

200

Can I offer recourse for property damage concerns?

No we cannot, these need to be handled by our property claim team members

200

Refund inquiry concerns

First check Sharepoint for any existing forms if there are none submitted we should submit the proper infopath form to accounting.

200

I can create this for a QLC preference concern

Policy exception reselection w/ a new delivery fee

200

I can reject an order or item(s) here

VA02 view

300

When making a follow up call I need to do this...

Leave follow up notes in existing ticket and submit as solved
300

Can I accommodate a customer back to MOP form on a financed order (ACIMA/ANOW/Progressive)?

No, we can only compensate in CUAR or gift card forms

300

To check the status of a pending GOB; and where can this information located?

Operations team, chat them via jabber chat/ schedule is on the main customer care Sharepoint page at the bottom

300

Recipient select link was not recieved

If the link was not received or completed correctly by the customer Bank of America will be sending the customer a check after 5 business days from when the link was received 
300

I go here to see the account overview

VA05 view

400

Product Support Pro Tickets are submitted as...

Solved

400

Can I offer recourse options for an outlet item that was sold as is?

No we cannot offer any recourse options for outlet orders.

400

Checking the status of a goof claim; where can this information be located?

Goof liaisons at 49702 OR chat them via teams chat/ schedule is on the main customer care Sharepoint page at the bottom

400

Customer is calling in the day after delivery stating they never received their order. Bobdesk shows the order is complete. The customer is looking to get the merchandise delivered ASAP. What steps would you take to resolve this?

Process a items completed in error ROP, replace with same item

400

How do you change the quantity of an item?

For package items we need to submit a PGI/PGR infopath form. For items not in a package we can change the QTY in GUI under our VA02 view

500

When submitting a ticket to an extended department I need to do this...

Create a new ticket

500

Can I reselect on an employee order?

No, this needs to go through their leadership team.

500

To get an escalated customer scheduled for a date that isn't available on the delivery calendar

Submit an addon request and for escalated high priority concerns you can email routing directly at RoutingAddOns@mybobs.com

500

Can a C2K be created on an alternative finance order?

No, we cannot process a C2K on any financed order as it negatively impacts the financed contract.
500

What steps do you take to add a CUAR to an order?

VA02, header details, payments tab, enter in your CUAR type, exp date, limit to box, order total, hit back, and save!

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