Playbook
Where could someone find the terminology for SIP/PRI or other terms as well?
Spectrum Terminology Page
It's important to understand who or what team should be engaged for the quickest resolution. Where would someone find this information?
Partner Support Contacts
To your best ability, describe the benefit of Communities.
New platform within SF Lighting created for our Agents/Sub Agents as a "one Stop Shop" to submit/track orders through a funnel. The agent /sub agent can submit cases directly to Partner Support as well as task RCM's.
How often should the action dashboard be reviewed and worked?
Daily: Atleast once and preferably twice
True/False: Inquiries sent to Partner Support to cancel an order (Pre-Install) and waive ETF's is sent directly to CSM?
False: PM will provision the order so that it flows to CSM for handling.
Which of our enterprise products is Non-Taxable? Are there any exceptions?
FIA (Texas /Wisconsin)
When submitting a credit to Finance, what is the capped out amount?
$3,000.00. Anything over $3K is sent to CSM.
What are you looking forward as Communities launches that you learned in the shadowing calls or from things you have heard?
Open
What action added to the Project Page of a Bulk Site Survey request, allows it to drop from the Dashboard?
Project Status Completed
True/False: A PRISM ID is needed for a Managed WIFI Site Survey?
False: Managed Wifi Site Survey's do not flow to Service Delivery
Following the BLANK Guidelines will ensure that the Partner Sales Operations Specialists obtain the information necessary to complete the seller’s request over the phone in a professional and efficient way.
Quality
If you encounter an issue of not being able to create an SR, which boundary partner can you reach out to and how do you contact that team?
Salesforce Support: TFA Form
What team is going to be known as the "Go To" team when Master Agents, Sub Agents, Internal Teams, have questions about Communities as it launches and is up and running?
Partner Support
If status of SS is in submitted status greater than 5 days, what action is required to ensure that it is moving forward?
Engage SDM, ensure the SS is in footprint.
What status is used for a Managed Wifi Site Survey when it's first created?
Pending Sales Engineer Review
"______" program offers significant savings on a wide range of products and services including childcare, electronics, household items, restaurants, travel, apparel, and more.
Perks at Work
If a customer is stating that Spectrum damaged their property during an install, who do you reach out to and how are they contacted?
Service Delivery. Send an email providing as much detail as possible, including customer contact info, install date, and CJ# if applicable.
Other than Communities, what other platform is newly launched which will be instrumental in the creation and signing of contracts?
Docusign
What is the process for escalating a CSM case?
Send an email to Ryan Fagan and copy the specialist if applicable.
T/F: If an inquiry is sent to Partner Support to provide an estimate for ETF on a order in-flight, we are able to do so?
False: CSM owns that item and will communicate to the customer at some point.
As a Partner Sales Operations Specialist for Spectrum Enterprise your role is to provide assistance and guidance to Master Agents, Sub Agents, Regional Channel Managers, Partner Development Managers and their Leadership. This includes supporting them with the administrative aspects of the sales role in handling, vetting and "...." tasks for often complex requests.
Escalating
Customer acct is in jeopardy of being interrupted for non-payment in a matter of day(s). If we receive a request to halt actions because payment didn't post, who should we reach out to in order to ensure it's handled quickly and pause the interruption while it's being investigated?
Collections
Name a one new feature (there are a few) that will be available in Communities that was not available in the portal.
Tasking RCM, Staging of Opportunities, Funnel, Dashboards.
What action to a CLOSED CSM case removes it from the dashboard?
Task with subject line: No Action Required,NAR,Resubmitted CSM Case
When sending out the final Bulk Site Survey report, what column are we adding for the RCM that we haven't in the past?
Combined Address