Click
If you need to place a block in click, what steps will you take?
1. Select an open part of the tech's shift, right click and click New N/A
2. Update the start and finish date/time to match what time the block should cover
When would I use the Training aux code for five9?
When you are working on your scheduled training time each week.
Where would I find the the reschedule details for a workorder that has been flagged?
The bottom of the left side column of the escalation notes
When verifying an employee, we ask for their badge ID, when we need to verify a customer, what information do we ask for?
Full service address: Number, street name, city, Zip
If you attempt to move a WO to a technician, but it gives the rule violation "The engineer must stay in his center of work" what does this mean?
This is a COW break and must be approved by the DTH tech or Scheduling Management
What does the icon of the Phone with an Arrow around it mean when looking at the calls waiting to be answered?
This is a queue callback
Where would I need to go in salesforce if I needed to make an INSTALL ticket for a summer sales rep calling in?
The ticket would need to be created through the opportunity.
If a WOs duration is incorrect, what is the first thing that should be done to correct it?
Check the notes to see what all needs to be done for the ticket, using the Case, recreate the ticket and make sure all of the necessary equipment is added in
How do you pin a WO to a technician?
Double click on the ticket, go to the Resources tab, check the box by the tech's name it needs to be pinned to and hit Okay
What aux code will you place your phone in when going on you scheduled 30 minute lunch?
Meal
If a customer calls requesting to reschedule their appointment, but the appointment was confirmed by another scheduling rep, how would you assist them?
Flag the ticket for reschedule, and then you are good to find a new day/time that will work better for the customer. Mark the ticket out as Completed Rescheduled in the reschedule section.
Suppose an FSP calls in to reschedule an Install ticket because the customer will not be able to make their scheduled appointment time, how would you assist this technician?
1. Check to make sure it has been flagged for rescheduled, then see if he was able to find a new time that will work for the customer, if he HAS then you can move it where he wants and mark the ticket out
2.If he has NOT, then let him know that since it has been flagged we will get it taken care of. Since this is a CUSTOMER drive reschedule for an INSTALL, we can quickly email this to AMI
If a technician calls in to move their first 8-12 ticket the next day back to a 9am start time, what should you do?
Let the technician know that we are unable to move back the first job of their day, their manager would need to make the request.
What line should reps from other departments be calling in on if they need to check where a technician is for a customer's same day appointment?
ETA Line
Suppose a customer calls in and DENIES an appointment that was set by a previous scheduling representative, and you get a new appointment time scheduled with them, what sections would you fill out on the WO?
Since YOU changed the appointment, you would fill out the Scheduling Approved and Scheduling Resolution sections
A summer sales rep calls in to create a service ticket for his customer that was recently installed, how would we proceed with this request?
Advise the rep that the customer will need to call in to customer solutions for troubleshooting, they can then schedule a tech if it is needed.
If a technician is ON-SITE for a ticket, but needs it cancelled off of his schedule, can we assist him? How?
Since he is on-site, it cannot be cancelled, we would need to Complete it out for him in Click
What will happen if you do not set a disposition for your last call within the allotted five minutes for after call work?
Your phone will be "Forced" into a not ready disposition
True or False:
You call a customer to schedule an appointment, but they do not answer. You should schedule the appointment and leave a voicemail with the day and time you set for them.
False, the correct schedule procedure is to leave the WO open and let the customer know to call in to schedule an appointment time.
Suppose a CS professional calls in to find a sooner appointment for a customer they have on the line. The WO is escalated to a P1, how would you proceed?
Let the rep know that we are unable to assist them over the phone unless the WO is escalated to a P0, if they feel this is warranted, they will need to work with their supervisor to get it properly escalated then call back on the correct line