Basics Flashcards
What do we, as a group, do?
We create reports in Dynamic Reporting for customers
What can we troubleshoot?
Reports, CAI courses, Security access, and some blue screens
How do you create a ticket?
Customer number, name and summary. Add details as you go through the call.
How long are we allowed for wrap-up?
2 minutes
What MUST be in the ticket?
Customer name, Model ID, and accurate Summary
How long do you have to answer the calls?
10 seconds or 3 rings
If you have questions, where can you go?
TASK or Communicator message to coworker
How do you answer a call?
Click “answer”
“Reporting group, this is ______”
What needs to be in the comments on a ticket?
What the customer wants, what we did, and what happened.
How long is my lunch?
Unless previously specified with Supervisor, 1 hour
How long do I have for breaks?
30 minutes/day
What can I do on my break?
Bathroom, refill water, walk around/stretch
