Golden vs Silver
The 3 Golden Providers
Clover, Square V2, Toast
* This will also include any variation of Clover
(clover_apac)
Iterable emails are triggered by completing this update to send to Merchants a Redirect Email.
The Complete Pre-Work Work Step is blocked.
The next step when coming across a Test Store Request.
Flag in your POD Channel and Tag Jess Ghoston & Stephanie Jimenez to escalate to the correct team.
Where you can locate applicable hashtags and next steps for a particular blocker when working through daily work.
The Troubleshooting 101 tab of the [I.Ops] Standardized Provider Rescue Playbook
100% of SMB Merchants are using a standardized Px Type.
True
The Golden Provider Types that have an existing Slack channel where we claim and submit escalations.
Clover & Toast
The two places within a Work Order where we leave #notes.
The Parent Work Order Activity Tab, and the Parent POS Work Plan.
The tools can we use to help verify and provide the next steps for a Merchant that has run into a menu block with their Ingested SSIO Menu.
Menu Payload Tool
SSIO / Store Activation Statuses Sigma
The Merchant Portal Roles that are able to start SSIO.
Business Admin & Store Manager
SSIO Records should abandon an existing request once a Merchant or 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!
The person we reach out to provide next steps when working 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.
The Tiered Process where a Merchant is unable to start SSIO.
T3 - Abandonments
The Team where Non-POS Blockers are handed off while working S Tier.
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.
Our KPIs.
(Key Performance Indicators)
# of Merchants Ready by 21D
# of Merchants Active by 21D
I will work Golden Px Integration Requests inside of MOE if there are no Non-POS Onboarding Blockers
False - we will redirect Integration Only blockers to the SSIOSD [SSIO Service Desk {P1 JIRA}]
The JIRA Queues within the SSIOSD Project where I would find Silver Px and Golden Px Integration Internal Escalations.
Golden: P1 Jira Queue View
Silver: P2 Jira Queue View
The date threshold for T4 - Churn Process (When a POS WP filters into the T4 proess)
20 Days Post WO Creation Date
The Work Plan we take ownership of If we receive an Escalated Work Plan in either of our [Golden Px] or [Silver Px] POS Escalation Queue.
The Escalated Work Plan. This can be either the Onboarding, or the POS Work Plan depending on the escalation.
If a store lacks a DoorDash account, you must email from this Gmail alias
What is integrations-onboarding-support@doordash.com?
I can ask Shift4 Merchants to restart their SSIO.
False - We must resolve the blocker for Shift4 Merchants - restarting SSIO will be unsuccessful.
The responsible party for submitting SOW.
Bonus - SOW stands for what?
Store Onboarding Webhook, typically a Silver Provider submits these.
The Origin Type on a POS Support case that indicates this was inbounded by the Provider.
Case Origin = "Web - Developer Portal"
You should review this page to find the historical activation and Order Protocol Change History.
The MINT page.
Where Services & Fees for a Merchant are located in DDMx.
From Parent Work Order --> Related --> Store Account --> Related --> Services & Fees
(Related tab of the Store Account page)
If a Merchant does not have a workable POS Work Plan, I can create a POS Work Order.
True