SLA Timelines
This is the timeframe for sending monthly CRs
What is 5 days
Time frame for BOE WIP
This is where you find the name of the "Hero" on your case
What is IEP
This is the name of the chart provided in the FOE Home Screen in QBase
What is 42?
This is the amount of time that we have to complete Collab Reviews
How long is 48 hours?
This is the ticket stage that Cleanup files will default to
What is Ticket Stage 3 FOE Needs to Send Monthly CR?
This is where the "Hero" request originates from
What is the Customer record
What are the 3 ways you can search for a SMB in QBase
What are SMB name, cto number or Realm ID (COID)
This is the ticket stage should be left untouched until it moves on to the next stage
What is "clean/BOE in progress"
This is the time expected to turn around tickets sitting in #9 "Passed Final Review/Send Reports"
This stage is stage zero
What is "Ready for Categorization"?
This is where you can find the "status" of your Hero ticket
What is "Hero" tab within the Customer record
This is the stage at which we have realized and documented that we do not have all documents
What is "RTF" Return to FOE
This is the expected timeframe that SMB should send in documents requested
What is by the 7th of the month
The stage number for RTF
These are the 4 types of "Heroes"
What are Payroll, Sales Tax, Power Clean and Outreach?
These two sections in QBase must be checked by the FOEs prior to clocking out
How do you know that a ticket will move on to the next stage?
By checking the box!
The time that BOEs have to begin a ticket sitting in "Ready for back office" status
What is 48 hours
FOE will put ticket back to this status once fixes have occurred after review
What is "BOE Re-WIP"
Time needed to elapse before Outreach Heroes take over QuickBase Ticket
How long is 3 months?
This is the best way to view your personal metrics
What is "My QDP Dashboard by SMB"
This is the timeframe to mark SMB as dormant in QBase
120 days