SalesForce Customer
You can search SalesForce Customer accounts with these types of searches
What are: Phone Number, Email Address, MyLowes Card Number, or Last Name + Zip Code
This is who we should transfer to when a customer wants to make a payment to their Lowe's Card.
What is Lowe's Credit Center?
This type of discount is considered "everyday" on a Lowe's Credit Card.
What is on "5%" Everyday?
What is "5%" ?
"LD" means what type of fulfillment?
What is Lowe's Delivery?
What is Lowe's Truck Delivery?
Besides "Handle a Customer Contact" this is the most common used article . . .
What is "Order Status and Issues" ?
This is the primary area where you would write notes about an issue that happened
What is the case interaction log? (What is the interaction log)
This is where we should check if a customer says they have Military Discount.
What is SalesForce "Know The Customer" -> "Verified Military" ?
This type of discount would be for a Veteran or Active Duty Military Service Member.
What is Military Recognition Program? What is Military Discount?
This is when an SOS Vendor has stated they have the order but have not shipped it yet . . .
What is "Acknowledged" ?
This is the article you should start at if the customer is asking to have a Dishwasher put in their kitchen.
What is "Customer Wants to Purchase Installation" ?
What is "Major Appliance Hookup or Installation" ?
When you close a case you must . . .
This type of account accrues points that can be redeemed for eGift Cards and/or Snacks and other prizes
What is Lowes Pro MVP Rewards? What is PRO MVP?
This type of discount would be given to a customer for a one time, first time use on a Lowe's Credit Card
What is a LAC 20% Off Coupon?
This is when an SOS product is "on the way" to a Store Location . . .
What is "Shipped to Node" ?
If a customer got a refrigerator from an XDT and wants to return it we use this article
What is "Lowe's Truck Delivery Returns, Hookup Issues and Feedback" ?
A "Web Portal User" in a SalesForce case is . . .
What is a "Store Associate" or "XDT Associate" ?
This type of credit account is for business purposes when a business has "invoice accounting needs"
What is Lowe's Commercial Account? What is LCA?
This type of discount would be given to the customer as a code over email after a negative experience.
What is an Appeasement Discount Code?
If a product was shipped from a "vendor" to the customer you would normally see these 3 things on the order . . .
What is "SOS" (Special Order Sale) - "DD" - (Direct Delivery) - and "PO" (Purchase Order) Number ?
An article to help you explain how our system works with customers credit card / debit card payment methods.
What is "Order Charges and Authorization Holds" ?
This is a Contact Center Group that handles escalated cases and speaks for Marvin Ellison on highly escalated issues.
What is ECR? What is Executive Customer Relations?
This type of account is considered Do It Yourself
What is MyLowe's ?
What is Buy More / Save More ?
Estes, CEVA, RoadRunner, SAIA, CTII, Pilot, NonStop and NeedItNow are all examples of . . .
What is a "Freight Carrier" ?
If a customer has a missing Shower/Bathtub that was sent with "Estes" we need to use this article
What is Freight Inquiries and Carrier Response?