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IT'S ALL IN THE FIELDS
DELAY OF GAME
SEND IN THE DESIGNATED HITTER
CONTACT HITTERS
PEANUTS & CRACKERJACK
100
This text can be as lengthy as needed to ensure we capture all relevant information.
What is Problem Description.?
100
Must be completed for any SR where an escalation reaches the Service Manager Level.
What is OnCall Hot Sheet?
100
The 3 pieces of information required in a Note when the mech/tech doesn't answer
What are Mech/tech Name, Global ID, & Phone #?
100
Retype the First Name in the Last Name field.
What is what do you do if you do not have the Last Name of the Contact Person when creating the Contact?
100
If an agent needs to shut down a PC for whatever reason, they need to do this first.
What is log out of AAAD?
200
The 3 SR Sub-tabs NFCs need.
What are Activities, Notes, & Service Details?
200
Verifies if Tier 2 escalations are needed.
What is Shift Lead?
200
The Dispatch process differs based upon this.
What is if a request is received during Regular Business Hours or After Hours?
200
Create a generic entry.
What is what would you do if there is not a specific Site Contact?
200
1885.
What is the year Warren Johnson launched an industry focused on energy efficiency & a company poised to explore new ideas & enter new fields?
300
The 3 different types of SRs.
What are Phone Call, Email, & Site Pending?
300
Tier 2 TOM>RGM Xref tab in the Matrix contains this.
What is the contact information for the Territory Ops & Regional General Managers?
300
Ratio of call attempts to Note entries. `
What is 1 to 1?
300
Enter the Mobile # in the Work # field.
What is if you only have a mobile # for the Site Contact?
300
Do not change the password associated with your JCI computer login when you are this.
What is logged into AAAD?
400
The 2 Site Pending Account IDs.
What are 1-BBWMP & 1-BBWOX?
400
A "1" is entered in the FAIL column of the SR Tracker Log.
What is when an SR dispatch exceeds the 30 minute goal.
400
2 ways to assign a mechanic.
What are Copy & Paste the mechanic’s Global ID in the Assigned Tech field & Manually search for the Global ID in the Assigned Tech applet?
400
Click New & Enter the First, Last, & Account Name, & the Work Phone # in the corresponding fields.
What is create a new Contact person?
400
6883.
What is Jonathan's extension?
500
Name 5 customers for whom we need to include Site Hours in the Problem Description.
What are Aldo Shoes, BOA, CVS, JC Penney, TD Bank, etc.?
500
The number of escalation levels listed for both tiers in the SR Tracker Log.
What is 5?
500
The Network Path for the Matrix.
What is (K:) Drive> CSC-Service> Branch Correspondence> Rev 3 NS Matrix Eff 3/13/2013.xlsx?
500
This will allow you to quickly query for the contact when setting up the SR in the next steps.
What is Copy the contact Last Name, Site ID, or Phone Number of the contact entry?
500
Credit Hold Status.
What is Awaiting Internal Approval?