IOV
test1
test2
SubVentory
An account that uses more than one of the apps, AD Ops, AD Inventory, AD Temp, AD Sense, and name the apps..
Dairy Queen
GyG
TRUE
The correct ticket title syntax...
Service - Description of Issue
What are the reports called that a customer can export from their SubVentory application, regarding Inventories
For the AMPM stores with the 9442 printers, what is the process to retrieve the sign in credentials?
1. We escalate to L2, and they will reach out to their account admin, and will provide them the sign in credentials.
A simple way to show customer experience is by, using the customer's name? (T/F)
Very True! So do it!
How often should we check our open tickets?
Daily, at the beginning of the shifts, at the end of the shifts, throughout the day, when there is a tracker update, when there is an app version update.
If an item isn't showing as an option on their SubOps list of items for prepping, what can be the cause?
Is this statement true...
DogHaus uses a GoLabel printer & some Subway stores use the 9442?
True!
For Quality Assurance, name the 4 categories that is graded under the Product and Process Expertise...
1. Product knowledge and solution
2. Efficiency and prompt resolution
3. Internal process
4. Escaltion process
What is the MANDATORY INFO required in all tickets? (there are 4)
Ticket title, customer name, and ticket summary, and the left pannel info.
Unlicensed Location
"This location is not licensed. Please contact support for assistance."
1. Is a message when...
1. When the location doesn't have an active subscription
When using the AD Sense service, how does the customer configure the equipment? (Hint: How do we address these tickets)
They equipment comes pre-configured by our team. If it it wasn't, they would send us a picture of the unit, to include the MAC, and we would escalate it to L2.
The 4 different types of communication styles (effortless experience)
1. Amiable
2. Expressives
3. Analytics
4. Drivers
If we are waiting for a response from the customer, should we close the ticket or leave it pending?
1. Yes
2. Leave it pending customer
What are the different types of SubOps subscriptions & their prices?
Additional question... Which of these 4 come with the service contract for the GoLabel printer?
1. 1-Year - Full App - $150
2. 1-Year - Prep Only - $80
3. Quarterly - $45
4. Monthly - $17
What are the 2 ways you can calibrate a ZT231? (Provide the steps for both)
Auto-Calibrate and manual calibrate.
What does it mean to shift channels and provide an example of when to shift channels?
Shifting channels is making the decision and judgement when to offer a different form of communication when the channel they're on (voice, chat, or email) isn't the best option.
Examples are, subject to agent answer
List 7 different resources or tools we can use to better solve our tickets, and provide information to the customer
1. Macros
2. Reference sheet
3. Training's
4. Gems
5. Our Team & leadership
6. Support team meeting notes or turnover notes
7. Videos to share
8. Stonly
9. Different channels available