Transfers
Where a customer can be transferred when they call about their Entry Door that is not Pella Branded but they purchased from a PDSN.
The Branch.
A customer calls in and has air infiltration. Which type of diagnose service needs to be scheduled?
A virtual diagnosis.
Name the two things needed for all part orders.
Photos and a SN or PO.
When a Not Doc Account can be used.
The customer does not provide contact information.
What is it called when a customer doesn't want to participate in mediation if they have an issue with a Pella Product?
Arbitration Opt Out
The four pieces of information that needs to be gathered from the customer before transferring.
Information about the customer, the issue, product, and original order.
If the product says Pella.
When do multiple Case Lines need to be filled out when ordering parts.
When requesting it from OE (Replacement Task in Case Line)
The tab you go to in Salesforce to write an email to a customer.
Communication
The type of glass breakage that is covered under warranty
Stress Crack
A reason you can call the branch on a Monday.
The scheduling calendar is broken.
Standard Work used when a customer wants to replace their door panel under warranty and wants Pella to install.
Scheduling Service with Parts - Branch
How to fill out the Parts Billing Category for a part sent out as a CSG.
Goodwill -> Pella Corporate Goodwill
Where you go in Salesforce to create a customer search.
Customer Search
The length of time BBGs are covered under a Pella Promise
5 years (3 additional years)
Name the only time a call can be transferred to B2B.
When a Lowe's Associate is calling and needs help.
The standard work that is used when a customer gets a part as a CSG but wants to schedule service.
Scheduling Service with Parts - Corporate
The box in PQM you would look in to determine the price before sending out a CSG.
BAC Price
The time frame you can add notes on to an event.
30 days
How to determine if a customer has a 2+ Warranty
They have the same issue on the same product.
Name a time a call can be transferred to B2C.
When a customer asks to talk to someone at corporate OR a Lowe's Associate is calling about a homeowner and the homeowner is not present.
The screen in Salesforce where a customer's time frame can be found for service.
Appointment
The place to go on a Sharepoint Branch Page to find whether a part is available.
Vintage Product Availability
The task type in the Case Line you complete when you used TechSee and the customer does not need follow up.
Phone Resolution
What the Labor Billing Category in Salesforce needs to say if a customer has a Pella Promise.
Extended Warranty