Salesforce Knowledge
The knowledge article that we use as a starting page for all customer calls.
What is “IST - Overview and Resources
The selection you will use to sign out of the Finesse phone system at the end of the day.
What is “End of Shift?”
IMS is an acronym that stands for this.
What is "Installation Management System?"
What are three products in non-project labor categories?
Answers may vary but can include any installed appliance, electrical, flooring, home décor, millwork, or plumbing products.
The phone number you call to clock in.
336-658-2050 or 833-523-8163
This indicates that talking points may have legal or PR implications and must be read exactly as they appear in knowledge.
Why are talking points highlighted in red?
This is the state that you will select in Finesse when you go to a scheduled break.
What is “Break?”
The field in IMS where we document our calls. It is visible to IST, stores, and PROviders.
What is the Timeline?
Cabinet, countertop, and exterior installations fall under this type of labor category.
What types of jobs are project labor categories?
We can clock in up to ___ minutes before the start of a scheduled shift.
6 minutes
The article that contains links to processes for each activity type.
What is “IST Daily Workflow?”
This is the state that you will select in Finesse when you need to step away from your computer, but you are not in a scheduled break.
What is “Non-Productive?”
This field within a job record in IMS will show the scheduled installation date or will be blank if installation is not scheduled.
What is the Start Date field?
This is an example of an appliance that gets hooked up by the delivery team but is not considered an installation.
Answers may vary but can include: Refrigerators, electric ranges, washers, electric dryers, ice makers, freezers
The system you would use to schedule time off
NICE Webstation or NICE EEM
The article that houses vendor resources that PSPs can use to locate SOS product status.
What is “Vendor Portals?”
The state in Finesse that you will select when you are available to take customer calls.
What is “Ready?”
What are two ways we can search for a customer’s record in IMS?
Answers may vary but can include: Phone number, full name, PO number, Job number, WO number, or email address
A HVAC installation would be handled by this team.
SF&I (Sell, Furnish, & Install) or IME
The system you use to view your timecard
Kronos
The article that will tell you how to correct a missed time stamp.
What is “Power Apps - Missed Punches and Timecard Corrections?”
When an inbound call is disconnected, Finesse enters this state for a certain amount of time so that you can complete your documentation.
What is “Wrap-up?”
The field in a job record that shows a list of open and complete activities associated with the job. It is also where we create new follow-up tasks.
What is the “Activities” field?
The type of fulfillment when a product is shipped from the vendor to the customer or PROvider without touching any Lowe’s facility.
What is Direct Delivery?
If you miss a timestamp, how can you get it corrected?
You can submit the missed punch through the Power Apps Time Adjustment link available in knowledge.