Phones
The first thing a Product Support Specialist does each day is make sure they are ready to take calls in this program.
What is RingCentral?
A Product Support Specialist must reply to each new ticket within this amount of time (in business hours).
What is 3 business hours?
Contact users in Legacy, Business Pro, and Enterprise Plus packages only have access to this module in the CleanTelligent Mobile App.
What are Work Orders/Messages
If a user can't log into CleanTelligent, the Product Support Specialist can send these 2 emails to assist them.
What are the Password Reset and Username Reminder emails?
Product Support Specialists are responsible for entering the description and time spent (in negative 15 minute increments) in CRM Accounts when this type of work is completed.
What are Admin Assist Projects?
In order to verify the caller, a Product Support Specialist will ask for this information.
What is the email or username?
It is the Product Support Specialist's responsibility to see that every ticket is given these 2 details in the Ticket Properties pane.
What are Category and Sub-Category
Name the 2 things an Employee/Contractor can do in a Mobile Inspection that they can't do on a Web Inspection.
What are take photos and add signatures?
These 2 things determine #1 which locations an Employee/Contractor can see and #2 what they are able to do with those locations.
What are Position in the SP Org Chart and Module Permissions?
You may turn to any of these individuals when Brandon is out of office and you have a question.
Who are Other Product Support Specialists, Court, Glen, Sam, Draper, Shay, or Caden?
When placing a caller on hold, the Product Support Specialist will check in with the caller this often.
What is less than 2 minutes.
These standardized blocks of text allow for a uniform customer experience when dealing with the Product Support Specialist.
What are the Canned Responses
An Employee/Contractor user can access what 2 tools using the Mobile App as long as they have the right permissions and position.
What are Work Orders and Inspections?
When granting permissions to either an Employee/Contractor or a Contact User, the admin will edit the _____________ Information and ___________ Permissions on that person's record.
What are User Information and Module Permissions?
Subscription cancellations and license changes are handled by these people.
Who is the CSM for the account. (Glen or Courtland)
When a caller is asking to be transferred, the Product Support Specialist will ask for this information.
What are their name, number, reason for calling?
It is the Product Support Specialist's responsibility to make sure they are removed from _______ and added back in when they take time off.
What is the Round Robin Assignment Rule
If an Employee/Contractor user can log in on the web but not on the Mobile App, these are the 2 most likely causes.
What are lack of permissions and position in the SP Org Chart.
Dashboards are NEVER available to this kind of user regardless of permissions given.
What are Contact Users
When requesting PTO, You must also set yourself as out of office in this program's schedule.
What is Outlook
The Product Support Specialist should be available to receive both direct and queue calls in RingCentral except in what circumstances?
What are Meetings/Trainings, Bathroom or Lunch Breaks, Flex Time(team building, personal, etc.) and PTO.
It is the Product Support Specialist's responsibility to maintain their own ___________ to ensure their onboarding tickets get assigned to them.
What is the Direct Assignment Rule
This is the first thing an Employee/Contractor will be directed to do when they notice a difference between the data on the web vs the data on the mobile app.
What is refresh the app by pulling down on the locations list until they get the "Release to refresh" prompt?
Other than the fact that the SP Org Chart deals with Employees and the Client Org Chart deals with Contacts, main difference between the two is that, in the Client Org Chart, a contact can _____________________.
What is see locations in divisions upline from them?
These 3 types of people are authorized to request changes to licenses, top-level admin users, contract details, or cancellations.
Who are top-level admin users, authorized accounts payable contacts, and contract signers.