I-9 Management - I-9 HQ
What do you do if a user has 2 profiles with the same SSN.
Create a CAA ticket.
UC - If you are unable to find an ER under the ER code provided, or you do not have an ER code, how else can you search within UC.
You get a call from a client stating they are receiving this error on an EE’s I-9 “The I-9 cannot be signed now: The rest of the packet needs to be completed first.” Do you:
Create a case and level up.
Tell the ER you do not know what that means
Reach out to the “All Chat” to request a CC Analyst for assistance removing the error while you are on the phone, wait 2 minutes and if no response then level the case up to the WFM queue
Bonus question: Can you tell me how to categorize these cases?
Reach out to the “All Chat” to request a CC Analyst for assistance removing the error while you are on the phone, wait 2 minutes and if no response then level the case up to the WFM queue
What are the 3 main things that need to be verbally stated / provided on your call with an ER?
Proper opening, Proper Closing, Providing Case Number
What does ABC mean?
Always be calling
True
If an ER asks for user access and they have both Legacy and TWN HQ how do you know where to set them up under?
Ask the requester! They will specify for you. It could be one or the other or both.
How do you determine if an EE has completed section 1 of their I-9.
Log into Production CC site, search EE, click on the document tab and see if they have a check mark on each section of the packet. If they are missing a check mark that means that portion of the packet was no complete.
How long do you have to put someone on hold?
2 Minutes and 45 seconds.
If you need to get out of an available status for any reason, who should you notify?
Universal chat including the reason and case number.
What could cause a User to not be able to create a UserID? (Multiple answers possible. Please answer as many as you can)
Acceptable answers:
There are no roles / locations assigned to the users profile
There is no profile created for the user
Two or more profiles with the same SSN.
What information do you need to add a user in Legacy TWN?
AND
What information do you need to add a user in HQ?
Legacy - First name, Last Name, Email, Phone number and last 4 of their SSN.
HQ - First name, Last name, Phone number, Job title, User roles and locations
True or False:
You must wait for the screen to fully populate the list of locations before saving changes.
True
Who should be added to ALL closing emails to ER.
Reply all to add the original requester and all who was originally added and one of the Authorized Contacts either a Primary/Secondary or if there is no Primary/Secondary you will add an AM
What does SLA stand for?
Service Level Agreement.
This counts for completing cases before the deadline.
How do you synchronize an EV Case within HQ?
Click the 3 vertical dots on the top right of I-9 page and select "Sync EV case"
If you cannot locate an ER with their last name and last 4 of their SSN what are your next steps?
Call the Requester or Requested user and confirm they are on payroll, have they been on the payroll for 2 pay cycles, are they a contractor.
If they are a contractor or not on payroll under the specific ER code you will need to level up for a pseudo SSN to be created.
If they have not been on payroll for 2 pay cycles they will need to wait until then.
If a New Hire should happen to call or email about login issues how do you proceed?
WSS Analysts should direct the employee to attempt to utilize the Forgot UserID or Forgot Password options available on the website.
If they cannot get in using those options, New Hire users should be referred back to their HR Department.
20 Seconds.
What is the maximum amount of time you should be in a Wrap up status?
You should not exceed 3 minutes.
What do you do when an ER is receiving a “Oops an error has occurred” error in People HQ.
Reach out to All chat for an I-9 Analyst, wait 2 minutes and if no response you will need to place case in WFM queue to be assigned to an I-9 analyst. This will be a Jira case.
How do you add a new user in UC?
You don't! Please send the correct redirect email to the requester.
How can you find the unique website URL established for the client?
by clicking Employment Center field on the right side of CC AM
What tools can you use to prevent spelling / grammar errors?
Following Jeffs tips for using Gemini
(Email was sent Fri, May 23, 2:03 PM) If you need this email please let us know.
How far in advance do you need to request PTO - AND if approved what is your next steps?
3 business days. Make sure your request is put into Aspect first, If approved send to Workday this also needs management approval. If your request was approved by both, you will need to create a OOO calendar invite for the team.