Call Center Basics
The main, standard system used to track tickets/cases
What is Workday Help?
This status must be selected to indicate a case is finished and requires no further action
What is resolved?
US LBM operates primarily in this type of business
What is building materials distribution?
Any employee relations issues should be directly escalated to this team
What is Field HR?
Name one of Vincent's hobbies
Vincent to confirm answer (Ex: Going to the gym)
SLA stands for this
What is Service Level Agreement?
These can be attached to a case to provide associates with additional information and support
What are Workday Help articles?
This is what US LBM stands for
What is United States Lumber & Building Materials?
A case involving timecard corrections outside of correction window should be escalated to this team
What is Payroll?
This is the name of Susie's dog
What is Pearl?
Critical soft skill when providing associate support
What is empathy?
This tool is used by a partner support center to log technical support cases
What is Solar Winds?
It was in this year US LBM was founded
What is 2009?
An associate inquiring about whether or not a doctor is in network should be directed to this group
What is Health Advocate?
This is the first letter of Aliyah's daughter's name
What is the letter 'J'?
The maximum resolution time for a case escalated to a COE
What is Five Days?
This is where to look for historical information on resolved issues in Workday
What are Archived Cases?
US LBM has greater than this many locations nationwide
What is 450 locations?
These are the four key criteria for approving a Workday photo submission
What are:
1. Picture is of only the associate - no family, pets, etc.
2. Pose and attire are acceptable in the work environment
3. Head is facing the camera with full face in view and no sunglasses
4. Associate has a neutral facial expression or natural smile with both eyes open
This member of the group has written a book
Who is Demorn?
Three of the five key responsibilities for protecting PII
What are:
1. Collect and use only what is necessary
2. Never share PII outside of approved systems or processes
3. Lock your screen when away from your desk
4. Do not write any PII on paper or store insecurely
5. Report suspected exposures immediately
This is the cadence the Workday Sandbox tenant is refreshedq
What is weekly?
Three of five of US LBM's Lived Values
What are:
1. People
2. Partnership
3. Operational Excellence
4. Continuous Improvement
5. Empowerment
Timecard corrections can be made within this window without being subject to audit controls
What is 10pm PST on Tuesday until Midnight PST on the Thursday of the the next week (2 week window)?
This is how Brittanie prefers to receive feedback
What is honest and straightforward?