FSU Service Center
This is the first group of agents best able to provide troubleshooting, and a quick resolution for the customer.
What is Initial Routing Queue?
A work order involving wiring is complex and on average takes longer than 10-15 business days to complete.
What is a non-routine work order?
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What is clear your cache and cookies?
She joined the Service Desk team on August 24, 2023, and continues to assist with basic information gathering.
Who is Ruby?
Activating this service when a wall jack does not exist is a two-part process: Installing a drop and programming.
What is a Data Port?
This information can be found in the Case Closure Email to the customer and often times overlooked.
What is Case Resolution Comments?
The number of days a Case requires review and updates.
What is 7 calendar days?
This is required for all service requests involving wiring, before an estimate is sent.
What is a site visit?
This information in Salesforce informs on the Who, When and Where a Case has been.
What is Case History?
Generally used to identify the last time a Case was updated.
What is the Last Modified Date?
The majority of ITS services require this information at the time the estimate is approved.
What is a valid recurring AND non-recurring Purchase Order (PO) and Line?
Dashboards can be used daily by queue managers to avoid accumulating ___.
What is stale Case(s)?
Used to automatically assign Cases meeting a specific criterion to agents from their queue.
What is Dispatcher?
On average, what is the turnaround time for routine service requests, e.g., name changes, line relocations?
What is 10-15 business days?
All Work Orders are managed here. Details to include technician notes and work status are inaccessible to the customer.
What is AiM?