Problem Tickets
Where can we find a list of all problem tickets?
Zendesk, Snow, KA's
Who has been dubbed the Knowledge Article Queen by "the people"
Michelle Gamber
What is the description of the team I would reach if I dialed 800-342-4820 Option 1
Provide Technical and How To support for CRM/Book of Business/Posting Plus tools.
Currently if you need to request time off and you are on the tier 1 team. What two things will you need to do?
Text or call Parnell at 602-620-3957
Send Parnell a calendar invite
What page(s) that should not be deleted or removed from the PDF has been causing issues for the field?
Table of contents
Which tier 2 rep has 12 problem tickets currently assigned to them?
What is the name of the slack channel to submit request for knowledge articles?
pxas_helpcenter_article_suggestions
What is the fax number for the team who assists the financial representatives and their staff on maximizing the marketing strategies, plans and initiatives which help in growing a financial representative's practice?
414-625-7580
If you are a contractor, when is it recommended that you submit your timesheet, and up to what point can you actually submit your timesheet?
Friday
Monday before 12pm
Scenario Custom Text is available for what pages?
Summary of Objectives
Recommendations
If a plan was converted from PPA to PX and the asset contributions default to a pre plan build state, what is the bug ticket number that breaks down what the user is experiencing?
1438760
If you link a bug knowledge article to a ticket in zendesk what other action occurs in the ticket?
The problem ticket will be linked
What is the external number for a team who operates from 8am - 4pm cst?
877-926-1500 Option 1 > 1 > 1
What is the process for plan recoveries if the rep does, and does not have a copy of the pdf?
If they have a PDF or it is in Docket
Follow the tier 1 escalation process
Provide the ID at the bottom of the Disclosure Page
Provide the Client ID.
If they do not have a PDF or it isn't in Docket make sure you are getting as much information from the FR as possible. Things we need;
Follow the escalation process
Provide as close to the time as they can of the last time they were in the actual plan
Exactly who it was that was in the plan, (even if it was the requester of the ticket please put that in)
The Client ID for the client it is going to be restored to.
What simulations can be ran at plan build resulting in additional PDF pages?
Retirement Savings Alternative
Retirement Monte Carlo
Education Savings Alternative
What is the expected behavior listed in the oldest on hold problem ticket?
As this is a contribution to a goal (retirement), we'd expect this to populate within the goal calendar just like 401k contributions do.
Step for which reads "Look for Product values of General Securities, Mutual Fund or VA " can be found in what knowledge article?
How to Check Rep's Product Licenses
_________ is a field and home office facing application that provides visibility to client products and allows for access to a variety of features like life applications, loan requests, death claims, Docket compliance filing and many more. The contact internal contact number is _____________.
NMC
414-661-0163
What are the four steps that you should follow when drafting a response to a ticket in Zendesk?
1. Address the concern/issue
2. Summarize what’s taking place
3. Provide a solution or advise of if a solution is being worked on
4. Close by offering additional support and branding the team
The verbiage "Manage your risk through a diversified portfolio can help maximize your return for how much risk you're willing to take " can be found on what page of the PDF?
How we approach asset allocation
What is the title of the problem ticket that was created on May 13th and who is the ticket assigned to?
Pre-Plan Interface : Accounts could not be loaded error displaying in Retirement Goals > Earmarking section
Stephen Norris
The following work around;
"Use a specific dollar amount "$" Transfer Type when entering a Growth or Depreciation Rate."
is used to address a problem identified in what knowledge article?
Transfers are not respecting the Growth or Depreciation Rates
If insights number for credit is different than PowerBi and I am a forum rep, what number would you provide them to call or use to perform a transfer?
NM Forum Priority Toll-Free Support: 877-919-2255 Option 3 - Field Rewards
Press 1 – Compensation for FR under 5 years
Press 2 – Compensation for FR over 5 years
Toggle hold can be used when warm transferring a call in five 9 to switch between the customer and the conferenced number. What are the things to note about this?
Note: Someone will always be on hold.
•You will not be able to introduce the customer to the next technician.
•Once the next technician is ready, select Toggle Hold and tell the customer the name of the technician that you have on the line, and that you will be transferring the call over to them now.
•Once you are ready to disconnect from the call, select “Complete Transfer”.
•Press Cancel if you do not wish to transfer the call, this will disconnect the person/queue you were dialing.
The Goal Coverage Snapshot Page is failing to load. QA Engineering had what update to provide on the issue?
Reproduced in dev29: