Every Day Encompass
Free Points. I'm out of time :P
WOOOO Points.
What you do on Tier 1 when Bev is incorrect.
What is creating a ticket with yourself as the requestor and send to Tier 2 with Bev is incorrect Macro.
(Tier 2 will then either Correct bev and update help resources, or inform tier 1 if Bev was accurate and why with logic)
This dashboard is used when starting the process of closing your day.
What is Period Close Best Practices (End of Day Status)?
This quantifies as an emergency when answering the emergency support line on Call.
Is the customer unable to log into Encompass or Obeer/Ospirits?
Is the customer's site down?
Is the customer unable to get product out of the door?
(other good answers)
The suggested web browser Encompass suggests its customers and users use.
What is Google Chrome?
The first thing you should do on Tier 1 when you log into Zendesk in the morning.
What is either resolve or resopond to open tickets currently assigned to you?
This dashboard is designed to assist with best practices for Planning & Executing a Holiday week and can be used in congruence with this app
What is the Holiday Routing Workflow and Best Practices Dashboard & Holiday routing app?
A Google Chrome extension that allows you to screenshot, record, edit, and mark up images that you can send to customers
What is Nimbus Screenshot?
A prebuilt response designed to ensure consistent and universal responses for several different reasons across support.
What is a ZenDesk Macro?
If the customer does not understand the answer or does not know how to make the requested changes after 2 attempts, give them a phone call to walk through the steps.
What is the 2 Touch response method?
This dashboard adjusts the wholesale units per case on a product and should be used with caution in the middle of operations.
What is the Convert Wholesale units per case Dashboard/tool?
The tool you put in time off requests, review paystubs, and tax information.
What is Rippling?
The required fields on a ZenDesk Ticket.
What are assignee, accountability owner, support capability, area of the software, and problem type?
A customer has accidentally imported 3000 invoices incorrectly that need to be deleted so Best practices would be this.
What is utilizing a Service Request?
(Mass Deleting of Invoices/data cannot be done on support with current permissions. On support we would suggest EDBL Import to Invoice Trans to Zero Out those Invoices.)
Before 24.05 encompass support would have to do this manually which resulted in a lot of accounting calls. Now customers can use this dashboard themselves for this process.
What is the End of Day Rollback Dashboard to reopen the day
Utilize these resources when developing internal and customer-facing documentation found in Google Drive.
What is the Branding Toolbox/Branding Guidelines?
A specific tool allows you to see differences highlighted between multiple records on a table.
What is the Compare Records tool?
What is the Feature Request macro?
What is by Visting the Dashboard table or by visiting the help resource?
(this is only true while it is unpublished)
The Date Tomi Started at Encompass.
(yes I was in a rush and had to fill in a few questions gosh..)
What is May 26th, 2020? (Happy almost anniversary!)