Call Etiquette
The first thing you ask for when taking a call.
5 digit store number
SNOW stands for.
Service Now
KB stands for.
Knowledge Base
True or False: You can wear shorts to work.
False
What is your direct reports title?
Supervisor
When working a TOS, what should your status be in 3C?
Busy - Project
Amount of priorities available for a ticket.
Four (P1, P2 , P3, P4)
Amount of characters you must type into the KB search bar to get a response.
Minimum of 3
True or False: Casual Attire is acceptable for workdays.
True
Who is your bosses boss?
Managers
Name of phone system.
3CLogic
The first thing we enter when receiving calls or creating a ticket.
Store Number and caller name
When you mark a KB article for Edit.
Flag
True or False: You can be sent home for breaking dress code.
True
Who is your bosses, bosses, boss?
SR Director
When speaking to a store this is very important.
Tone
Caller field: Search for Record or Magnifying glass
Do this when you have information that is not in a KB
Email KB Team
True or False: Workout wear is appropriate for work.
False
Who is 7-Eleven CEO?
Joe DePinto
What do you say when answering a call?
Thank you for calling 7-Eleven Technical Support
When there is a TOS or the store is in critical status, you change this.
Service Desk Escalation
What's the name of the KB for your group?
TSC RIS Support & TSC RISO/Hypercare
Can you bring a Buc-ee's Cup into work?
No, competitor branding is frowned upon.
Who is the VP of the TSC?
Jennifer Goschke