CEM Changes
How does shared services get CEM requests
They come to us in tickets from internal and external clients. And from the the billing worksheets.
What are two reasons you may not be able to transfer WIP?
The engagement is closed/blocked for time entry/work code does not exist, you are trying to transfer just an A&T fee and no time.
What is the first thing you should do when working a billing request.
Ensure the WIP matches or Delimit!
What are the 4 status options for a ticket?
New, Open, Pending, Solved
No! Just reserve a seat!
What are the 3 invoice delivery Methods?
Email, Mail, Other
What 3 things need to be identified before moving WIP?
Amount/where it is going and where it is currently.
What should be checked upon finishing a billing request?
Correct Amount was billed, correct WIP was used, Correct Address, no errors on the invoice description. Draft was Summitted!!!!
When do we use the Pending Action?
Typically if we are waiting for a response from a biller, the action needs to take place at a later date (see deferred ticket in Procedure). All other times should be set to Open
What do you do if you are sick?
Just teams chat, or email your manager.
If you update an address in the draft invoice screen, will that change be present next time?
No, in order to make a permanent change you must delete the draft, make the change in Deltek and re-create the draft
What do you do in the WIP transfer is not clear?
Reach out to the biller.
When you finish a billing worksheet, what is the last two things you do before closing it out?
Ensure the Date, and Completed By section is filled out. Remove any added highlights or notes made
What order should tickets be worked in ZenDesk?
From oldest to newest. Please do not cherry pick tickets unless given the okay by manager.
What do we do at the end of each day?
Fill out time detail, and fill out timesheet
Where you change the client Owner?
On the client level, not in the engagement screen.
When should you ensure the "Include Amount Entries" box is checked on the reallocation tool?
If we do a write off over 5,000 what language do we add to the invoice. What do we do if they are under 5,000 (and have been approved by QCSS)
Do not send to Client - Write off Needs Approval
We submit, and print the invoice
What is an SLA? And what are they for Urgent, and Normal.
Who is your Manager, their manager, and their manager?
Jason M. Susan M. Bryan P.
What are the restrictions around being a Client Owner?
Client Owners must be a Senior Manager, Partner, Director, or Managing Director.
What are some ways you move specific WIP?
By Date, By Timekeeper, By Work Code, By Timecard
If there are on billing instructions, what do we on for that line on the billing worksheet?
Skip it :) no draft needed
See Email!
Where should you be able to find information on any action done by SS?