Total Care
Do we need PO for Total care Customers?
No
The Only Customer we used for Standard care sample scenario
Agilisys
two types of queues we manage
US - Manila Total care
L1 - manila Standard Care
What is the Default Process for Standard Care Customer
RNR - Repair and Return
Buttons to press to Power off an IWL Terminal
Yellow and Dots Comma key (Press and Hold)
What is the Regular Billing Status for a Total Care Customer?
Contract Billing
What does PO stands for?
Purchase Order
What is the folder that we open to check the assigned Cases
My Open Case
What is the Default process for a Total Care Customer
Advance Replacement
Can an ICT Terminal work without a Pin pad
Yes
Template used for sending an Email to TC customers after creating RMS
Pool Requests
Initially where can we find the SBOM?
Email Request
How many days do we need to wait for PO before sending the Out of Response ( Final Notice ) to the requester
3 Days
Explain the process if the Ship to address is not popping out on the entry field
Tag post US Buddy including Donna and request for it to be added on IRP
What key do you need to press to power the Terminal back ON
Green / Enter button
Who do we always tag on Emails and Post Tab?
If a Customer is saying that they don't have SBOM, what do we need to send the Customer?
SBOM Form
Status that we use to stop the Milestone
Pending at Requester
steps on how to check the Warranty status
Click - Administration > Unit Management - Details > Enter / Paste the SN and press Search
What are the Three Communication Methods
PSTN / IP and GPRS
What do we need to do if some information is missing (ex: SBOM, Incomplete Serial Number, Shipping address)
Reject the case and inform TL
True or False - Do we have Standard Care Customers that doesn't need a PO if terminal is Out of warranty. Provide 1
Yes, Aurus
First 3 letters that we need to input for the RMA entry field
IRP ----
What are the titles of Notes that we need to add and its contents
SN
SBOM
Internal Notes
Give at least Three types of Model / Types
ICT / IWL / Move / Desk / ISC /