NICE
Which systems do we use to request PTO?
What is NICE and GTA?
What KB houses the phone number for Field Support and other useful phone numbers?
Who do we contact when we need to file for a Leave of Absence?
What is Sedgwick?
What happens if an associate initiates an ACE Chat without the properly completed ACE Chat Template?
The ACE will politely disconnect the session and advise the associate to re-enter the chat using the correct, fully completed template.
This must happen before submitting Discretionary or PTO hours in NICE, or the time will be removed and counted as reliability.
What is get approval from leadership?
Where do you go to sign up when VTO/OT is offered?
What is Time Board?
What do we do when there is a missing KB?
What is submit for Missing Article?
These are the two ways you can report an absence to ensure it’s properly documented.
What are coding yourself in NICE as an “Unexcused Absence” and contacting the Attendance Line at 1-866-455-4370?
What must we do before sharing any account information with someone other than the account holder?
What is receive verbal confirmation from the account holder or have the account holder verify their own account.
Before submitting your tech time in NICE, you're required to fill out this template.
What is:
"What Happened," "What Actions Were Taken," and "Who Approved/Was Notified"?
What do you code the first 30 minutes of tech time under?
What is troubleshooting?
What is the process for InComm orders that are over 90 days?
What is:
What are Walmart's Core Values?
What is Respect for the individual, Service to the customer, Strive for Excellence, Act with Integrity?
When resolving an InComm eGift Card not being received due to an incorrect email, what type of email correction is allowed?
What is not allowed?
What are only minimal changes to the existing email address. Full domain changes (like switching from @charter.net to @gmail.com) are not permitted.
These are the three acceptable Teams status updates and when to use them: during your shift, on break/lunch, and when you're off.
What are “Available” during your shift, “Away” for break or lunch, and “Offline” when you’re off for the day?
What do you code when you have had an internet outage for 45+ minutes?
What is SYS P - OOO?
What is the process when an associate reaches out over return created status in CCA?
What is:
These are examples of behaviors that should be marked under the compliance section of the QA form.
What are providing unauthorized info, not verifying accounts, or falsifying documentation?
When can you manually adjust a physical specialty gift card (EX: Gaming/Vanilla Visa) in CCA?
When the card is physical, reported as inactive, the VAN is not showing in CCA, and CCA allows the adjustment to be made.
These are the ACE Departmental goals:
What are:
CSAT: 94%.
Your AHT Voice: 540 secs. (9 mins)
ASA chats: 1 min.
AHT chat: 480 secs. (8 mins)
Quality: 50%.
Where do you check to see how many hours of Discretionary Time are available on a given day?
What is NICE > Time Off Manager > FY26 Discretionary Hours > Time Off Allotments
These are the Contact Principles.
What is Be Happy, Own It, Reduce the Effort, Resolve It?
What is signed prior to starting Walmart that houses our Employment Policies?
What is the Work From Home Agreement (WFH)?
This is the required process when a customer receives gift cards that were not part of their original order.
What is identifying the received gift cards, comparing them to the order, devaluing any not received, and processing a manual refund for escalations?
This is the immediate action required within 5 minutes of experiencing a technical issue like MAX or VPN failures.
What is posting the issue in the GC Tech Chat with a description of what happened, what troubleshooting steps are being taken, AUXing into SYS-W, and continuing updates until resolved?