General
Who travels to the customers location to resolve equipment issues
Technician
What does EST stand for?
Equipment Service Ticket
We can duplicate tickets, if the customer calls back
False
When creating an EST, the first selection in the Decision tree is
Equipment
What platform can customers use to create EST's
MyCoke
What is the SLA time for local call
48 hours to 72 hours
Clicking what option will populate the decision tree?
"Create Case"
Reactive planners and Schedulers handle EST's
True
During this step, the only option that will prompt the creation of an EST is:
My equipment needs repair / maintenace
Multiple assets equal...
Multiple tickets
How many times can you escalate an EST?
Once
If a customer has 3 bar guns with equipment issues, how many tickets do you need to put in?
1 ticket
Probing questions are required if equipment is not listed on the customer's account
True
What should you offer the customer after submitting an EST
Case Number
After an EST is created, where does it go? (2)
Planners or Schedulers
Where can the Technicians notes be viewed?
Work order
How much do we charge to service our customer's equipment?
$0
Every piece of equipment we service has an asset number
False
This section should be typed in all caps for the tech to have a better view (2)
Detailed Description & Equipment Location
Should the service or calling hours be updated when submitting a EST?
Service hours
What does NAOU stand for
North America Operating Unit
What area of Salesforce should you review prior to submitting an EST to ensure you are not duplicating a ticket?
Case History
You should confirm the Service and Business hours with the customers after the case is created
False
When verifying the account information, you must confirm (4)
Account name, Address, Business number, and Contact info.
If a technician has completed a call what status should the the EST reflect?
Closed