Concierge Team Processes
The first step when a dealer calls in to edit an order
What is create a child case?
What is currently in the ott labeled as a parent ott
What is a parent case?
The place where the re-route case button is located when viewing a case
Where is the upper right corner?
Where you would go to locate any photos uploaded to a case
What is files & photos?
Where your notifications will appear
What is the notification bell?
When emailing a dealer regarding an order, this address is where we want to send it from
What is AWStandardOrders@Andersencorp.com?
What is currently labeled as an "edit" in the ott
What is an order change?
The 2 things you can select at the top of the screen when re-routing a case
What are "select an agent" and "Use routing rules"
The notes entered in a case are referred to as this
What are case comments?
Where to go to update their email settings
What is the view profile/settings?
The two types of order changes that we will now be re-routing to the expedite skill
What are rush requests and order splits?
What is currently referred to in the ott as a dealer name
What is an account name?
The only people that can escalate a case in order support
What is a specialist?
Where you would find any correspondence with the dealer (emails)
What is the activity tab?
What the 9 dots in the upper left corner is called
What is the app launcher?
When logging into Five9 via order support, this is the log in we want to choose
What is SSO log in? (Single sign on)
What is referred to in the ott as a follow up (not child case)
What is general support?
An example located in this mandatory dropdown when re-routing a case, is agent assist
What is an re-route reason?
The 3 reasons a case could be delayed as listed in order support
What are AW Internal delay, Customer delay, and credit hold?
An example of this is manual entry
What is a case origin?
When entering case comments, we NEVER want to select this option
What is "public"?
What is currently labeled in the ott as a "queue"
What is a skill?
The 4 fields that need to be selected in order to properly re-route a case
What are Work partner, work type, work sub-type, and product series?
Where you would go to link a parent or child case to a case
What is order details?
The 3 spots that will show you your history
What is history, recent records, and recently viewed?