Escalations
What should be your immediate action when encountering a Test Store Request?
Review the playbook for steps on how to Submit an MISD ticket for the Px Specialist team.
What type of update must be completed for Iterable emails to automatically send a Redirect Email to Merchants?
The Complete Pre-Work Work Step is blocked.
Name the three providers that are Golden
Clover, Square V2, Toast
* This will also include any variation of Clover
(clover_apac)
All SMB Merchants use a standardized Px Type.
True
Where can you find the correct Hashtags and follow-up actions for specific blockers while working your daily assigned tasks?
The Troubleshooting 101 tab of the [I.Ops] Standardized Provider Rescue Playbook
Menu Payload Tool
SSIO / Store Activation Statuses Sigma
Event Logs
Where in a Work Order do we typically leave internal #Notes?
The Parent Work Order Activity Tab, and the Parent POS Work Plan.
Which Golden Provider types already have Slack Channels set up for escalations?
Clover & Toast
A Merchant's existing SSIO Record should be abandoned when the (same) Provider submits a new Request.
True - keep in mind this will only be true if the Record being submitted to replace the existing record is for the same Px Type!
Which roles in the Merchant Business Portal have permission to initiate SSIO?
Business Admin & Store Manager
Which team handles Non-POS Blockers during S Tier Workflows?
While working the S Tier Process. If a Non-POS blocker is identified, we will create a new Support Case to hand off to the Local Activations Escalations Team.
Which Tiered Process applies when a Merchant has attempted to start SSIO, but ran into a blocker preventing the integration from being successfully requested?
T3 - Abandonments
Who do we contact to notify the next steps for onboarding an Enterprise Account?
The EPM (Enterprise Account Manager), or also acceptable; the AO (Account Owner) via Chatter within the Parent Work Order of the Account.
Golden Px Integration requests can be processed in MOE if there are no Non-POS Onboarding blockers.
False - we will redirect Integration Only blockers to the SSIOSD [SSIO Service Desk {P1 JIRA}]
What does KPI Stand for - and what are the 2 main Metrics we track to indiate performance?
Key Performance Indicators
# of Merchants Ready by 21D
# of Merchants Active by 21D
When we claim an escalated work plan from either the Golden or Silver POS Escalation queue - which Work Plan within the Work Order do we claim?
The Escalated Work Plan. This can be either the Onboarding, or the POS Work Plan depending on the escalation.
At what point does a POS Work Plan enter the T4 - Churn Process based on 'Work Order Age'?
20 Days Post WO Creation Date
Which JIRA Project board includes queues for both Silver Px and Golden Px Internal Integration Escalations?
Golden: P1 Jira Queue View
Silver: P2 Jira Queue View
You can reach out to Shift4 Merchants and ask them to restart SSIO.
False - We must resolve the blocker for Shift4 Merchants - restarting SSIO will be unsuccessful.
If a store doesn't yet have a DoorDash Account, which G-mail alias should you use to contact them?
What is integrations-onboarding-support@doordash.com?
Which Page should be checked to trace past activations and changes in order protocol?
The MINT page.
In a POS Support case, what Origin Type suggests the Provider inbounded the support request?
Case Origin = "Web - Developer Portal"
Who is responsible for submitting SOW Records?
Bonus - SOW stands for what?
Store Onboarding Webhook, typically a Silver Provider submits these.
If a Merchant does not have a workable POS Work Plan, I can create a POS Work Order.
True
Where in DDMx do you find a Merchant's Services & Fees details?
From Parent Work Order --> Related --> Store Account --> Related --> Services & Fees
(Related tab of the Store Account page)