Tools of the Trad
Where do Support cases live?
Salesforce - Figment
What queue is sorted by ascending age?
[IO] Rescue Triage
Where do you escalate POP-owned cases?
#pop-onboarding-escalations
What two methods create a valid follow-up?
Call + Email
What does HQRR stand for?
High Quality Resolution Rate
What tool allows me to make outbound calls?
Amazon Connect
Where do you review Work Orders?
DDMx
AUS merchants use which legacy process?
Square Legacy
What preference must always be noted?
Preferred Contact Method
What do you need to do before solving a case?
Close the Loop
What is the required console view in Figment?
Figment - Lightning Support Console
What is sent when SSIO has no status?
Redirect Email
WP status after 72 hours of no response?
Gone Dark
What must be “on” during a ZOOM call?
Camera
What should be reviewed to avoid redundancy?
Notes + Linked Cases
What tool allows merchants to book calls?
Chili Piper
What is the name of the field that indicates if a Mx has a POP?
Pop owned
What call is required after activation?
Courtesy Call
What should you do before ending a phone call with a Mx?
Provide a recap
What must I include in my recap so the Mx knows how long it will take to hear back?
Timeline
Where do you attach outbound calls in a Support case?
Chatter Tab
Identifying this determines point of contact.
Case Origin
Name the two home queues for finished WPs.
Golden PX / POS Integration Requests
What must I tell a Mx on a phone call or ZOOM call before diving into their escalation?
“This call is being recorded”
What is the name of the framework for closing the loop?
C.A.R.E