OBO
What is the name of the tool that we use to search cases and notes?
SalesForce
Q: How many pets are registered on this this Pals account 314466893?
4
What is the status of order number? 83675707288731
Cancelled by LP
In Siebel, which tab would you go to in order to view the guest expired coupons?
Coupons
HT article regarding orders that have been flagged by our loss prevention deptartment?
SF, pet name(s) of Pals#516152375
Bruno & Hanabi
Q: Can you confirm if this pals # 501259372 is linked to Petco.com account
It is a guest account
Q: Which button/option in OMS do you need to click on if you need to process a partial Refund?
Manage/Charges Discounts
What is the enrolled date of Pals #501147869?
4/16/2019
According to HT article https://petcohelptree.sutherlandglobal.com/Tech/Article/ExpandArticle/3433, what is the best time to call back a guest?
10AM to 7PM depending on the time zone of the guest.
In which tool do you find the LQP of a guest?
Siebel, SF
Which tab would be used to adjust a guest order frequency?
Repeat Delivery tab/ manage
What is the cancellation reason of this Order#: 83150615658744
Cancel Reason: Manufacturer back ordered|We're sorry we have cancelled your prescription order because the product is currently on back order with the manufacturer. Feel free to place a new order on Petco.com for any future needs."
Which tab on Pals 501147869, do you find the communication preferences?
Under (Customers)
What HT would you use to resolve a guest that has claimed a double charge for an in-store purchase?
Which tool is used to edit a guest's future Repeat Delivery order?
OBO
Q: How many RX refills remaining for this account, tmbolger@gmail.com?
51 Refills
How do you check the shipment status of bundled part item. ON: 82886278312270
Answer: Order line number, Components, Fulfillment OR Click Where is my shipment and click the bundled parent item
Where to find in Siebel if the guest is enrolled to Nutrition or Grooming Perks? Pals # 516152375
Under Customer Tab, Enrollment Subscription Sub Menu/Tab
When dealing with a guest with a unknown charge (screenshot from customer's bank statement shows petco.com) which BO team would you refer to, in order to find the transaction? and what is the link for that BO team?
IT, ServiceNow ticket by going to https://petco.service-now.com/sp/
Which tool is most commonly known for having most of the processes needed for preforming resolutions for our guests?
HelpTree has the processes