SR Basics
In order to avoid duplicating SRs and Member Contacts, we must always do this.
What is search for an existing SR?
This is the basic format for Oracle notes.
What is Order#(if applicable)/Caller name/Caller Issue/Actions Taken/Signature?
This team makes purchasing decisions, negotiates contracts, and ensures website pricing and inventory are up to date.
What is Buying?
This is the shipping name and address on order #308829728.
What is Vyacheslav Akulov, 1290 Samuel Rd. West Chester, PA 19380?
Who is your Supervisor?
This is the number of days an agent has to reopen/add notes to an SR before it is completely closed and a new one must be created.
What is 7 days?
This section on the right hand side of the Oracle screen allows for look-up of previous SRs by SR number, order number, membership, etc.
What is Quick Search?
This group has the ability to make specific adjustments to an RA.
What is Mini-Ops?
On order #890327867 the item is shipping from this type of location. (Vendor or Depot)
What is Vendor?
These are the steps for sending an SR to T2.
What is: Fill out the SR, Click Transfer, Select Queue, and Save & Exit?
This is the format of an SR number.
What is Year/Month/Day followed by an ascending number?
This section under Oracle Forms provides forms for requesting changes to an order.
What is "Order Support"?
This department works to protect member's security and manage relationships with financial institutions.
What is Loss Prevention?
This is the payment method used on order #601400229.
What is American Express ending in 1015?
This is the only method that T2 Caskets will use to communicate with members.
What is via Phone?
This option under "issue status" allows agents to select the most relevant category for each SR.
What is the Reason Code?
This button under the "OMS" tab of an SR will allow an item number to be copied into the SR details section.
What is the package button?
This group can be contacted about cancelled & declined orders with a supervisor's permission.
What is OPST?
This is the shipping upcharge amount for express shipping on item #1244999.
What is $20.47?
This is the system used by T2 that sends encrypted emails to buyers, vendors, and carriers to communicate information and resolve member's issues.
What is CAT (Correspond and Track)?
This is the status an agent will change an SR to if it's already being worked by T2.
What is "Updated By Member"?
These are the six pieces of information required to send a chat to SOK.
What are: Membership #, Project Address, Type of Service, Date of Purchase, Member Name, and Reason for Calling?
This department can be contacted with forms such as Price Adjustment, Recharge, 2% Re-Ring, and Customer Satisfaction.
What is Operations (OPS)?
This is the gift message attached to order #701838176.
What is "Sara, we love you and glad you are regaining your strength and getting better every day. Love, Uncle Rod, Aunt Melanie, Brooke and Clara"?
This is the T2 team that would accept SRs concerning issues with Dept. 38 Essendant.
What is T2 Standard?