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Resolution Codes
Basic TS
Process
KPIs
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100
  • El cliente es de Colombia.
  • La impresora está fuera de garantía.
  • El caso se envió a validación de garantía.
  • Tras la validación, el servicio fue rechazado por factura no válida.

Unresolved-Not entitled for support

100

If customer has issues powering on the printer, our first step should be?

Checking if printer is connected to wall outlet.

100

What should we do if we get disconnected in the middle of a call?

Call the customer back

100

What is the CSat and CES Target?

CSat/CES Target:85%

100

What resolution code should we use to close the case when you send an Express Exchange for an Offsite warranty?

Exchange Solution

200
  • Customer called regarding an OOW M480f printer.
  • She wanted to purchase a set of toners.
  • You provided the toner information.
  • Customer was interested but needed approval from her boss.
  • You created a follow‑up case to complete the sale.
  • When contacted again, the customer stated she will not proceed with the purchase.


What resolution code should we use to close this case?

Unresolved does not agree to pay

200

If a customer is facing a network issue, what test is needed to show them the issue is the Network and not the printer.

Peer to peer connection. P2P

200

When a customer from the US calls from or in behalf of a Health Care provider or insurer, what process should we follow?

HIPAA Compliance (U.S. only)

200

What does NTF stands for?

No Trouble Found

200

¿Qué son las Alertas CVS y como actuar ante una?

Las alertas CVS son indicadores críticos que nos ayudan a gestionar proactivamente los casos de servicio. Estas alertas pueden activarse por:

  • Empresas o clientes específicos
  • Números de serie o pedidos de partes
  • Componentes de alto valor o posibles fraudes
  • Solicitudes de páginas de configuración o comprobantes de compra (POP)

En un flujo ideal:

  1. Diagnóstico Guiado
  2. Creación de WO o MO: Solo continúa si la alerta lo permite.
  3. Lee y Actúa: Sigue cuidadosamente las instrucciones de la alerta.
  4. Escala si es necesario: Seguí el path de escalación TL → PL → Sup si algo no está claro.
300
  • NA customer reported paper jam on offsite printer.
  • Troubleshooting showed warranty service needed.
  • Customer had no credit card for collateral.
  • Asked for a call back.
  • 3 follow‑up attempts made; no response.

What resolution code should we use to close this case?

Cancel per customer

300

If a customer is experiencing lines when copying, we should?

Identify where the issue happens: ADF-Flatbed, 1st or 2nd side
Clean ADF and Flatbed Glass, multiple times if needed
Sent the customer with the ADF Cleaning video for reference

300

How would you handle a call from a Hilton Hotels customer, demanding an onsite Tech for installation?

DO NOT REJECT THE SERVICE.
Instead, please be very cautious in reviewing the account and the Serial Number.
We agreed on the following internal process whoever calls us for support:

  • Present itself as Hilton Employee member
  • Provide Serial Number and Contact
  • Ask for Installation Onsite Service
  • Please contact any member of Management so we can give the approval to proceed with the order.
300

How much time do we have to answer a call within SLA Target?

180 seconds

300

What is the CES question on the survey?

How easy was it to get the support you needed?

400
  • Customer called for help installing print and scan drivers.
  • Print driver was fixed; customer can print successfully.
  • Scan driver issue remained unresolved.
  • Customer agreed to continue the next day.
  • Three follow‑up attempts were made with no response from the customer.

What resolution code should we use to close this case?

Remote Solution


400

This common home device causes printers to appear offline after a power outage because it resets network assignments.

Router.

400

When the customer call with the printer showing OOW but he claims that the printer was purchase less than a year ago, what documents we request and what process do we follow?

-POP
-SN label
-Warranty Validation Process

400

Mencione 3 Core KPIs

-CSat
-SLA
-Productivity
-Technical KPIs: RR, DA, NMU

400

How many lateness in a quarter would disqualify me from awards?

8

500
  • Customer reported printer losing connectivity.
  • Diagnostics showed the issue was network‑related.
  • Customer was referred to the ISP and agreed.
  • Customer requested a 2‑day callback to complete driver installation after fixing the network.
  • On callback, you performed TS and completed the driver installation; printer worked normally.
  • Additional follow‑up confirmed the printer continues working fine.

What resolution code should we use in this case?

Remote Solution

500

What basics should you gather when a customer reports Jams when using the ADF?

-Power connection
-Does it happen when printing?
-Error code and jam location
-Paper specs and condition of paper being copied
-Environmental conditions: humidity and temperature of the room
-How is the customer loading the paper and adjusting the guides?
-FW version

500

-Give us a detailed explanation of the FU Process

-What happens when a customer answers until the 3rd FU attempt, on the 5th day since case creation

Day1:
Day2:
Day3:

FU attempts reset to "0", case needs to remain open until FU Process completes (again)

500

What is the CSat formula, how do we calculate it?

# of Promoters/Total # of Surveys

500

Mencione al menos 4 de los 9 puntos para el Manejo de Escalaciones

-Escuchar activamente y validar al cliente.
-Tomar Ownership del caso
-Controlar el tono e incorporar inteligencia emocional
-Recordar que el cliente busca una solución
-Ser proactivo en buscar una solución
-Proponer una sugerencia o plan de acción
-Explicar con claridad los próximos pasos
-Mantener comunicación continua hasta resolver
-Documentar todo con precisión