Vizio

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Across
  1. 5. Part of notation. Should reflect the conclusion reached through troubleshooting as to the root cause of the issue.
  2. 7. Fifth and final step of proper hold method.
  3. 14. QA standard of 100%. Must be accurate on every call.
  4. 15. Case action code used when a case is being sent to a supervisor
  5. 16. Asked before troubleshooting to clarify the issue and setup.
  6. 17. Hold accomplished by muting the microphone rather than using the hold function on the soft phone. Should never be used.
  7. 22. Case action code used to communicate with the service team about SRQ issues such a sub model requests.
  8. 24. Body of the notation. Should contain any steps tried, resources used, SUPs spoken to and information given
  9. 25. Third step of proper hold method. Requires checking in with the customer at the end of the timeframe given.
  10. 26. First part of notation. Should contain the name of the caller and reason for calling
  11. 27. Case action code used when an SRQ needs to be created.
  12. 28. Fourth step of proper hold method. Requires explaining what was accomplished while they were on hold.
  13. 30. Required to verify warranty if it cannot be verified with serial number
  14. 31. Acronym for proper hold method.
  15. 32. Case action code used to leave a case open when the EU will be sending in PIX/POP
  16. 33. Second step of proper hold method. Requires giving a specific time frame for the hold.
  17. 36. Case action code used when there is an SRQ issue after a unit has been sent out
  18. 37. Shows the time the unit was built. Can be used to verify warranty.
  19. 38. Case action code used when a customer has not received their SR/RR shipping label after 4 days
  20. 40. Used to help move the call in a specific direction. Should specifically acknowledge what caller just said and move in the direction needed.
  21. 42. Can be found in model information pages, usually highlighted in yellow.
  22. 43. Case action code used to leave a case open when transferring to safety
  23. 44. Contains vital information about devices and troubleshooting
Down
  1. 1. Used to drain residual energy from the unit so that it may function properly.
  2. 2. The first 90 days of the warranty. In this timeframe if the unit needs serviced the caller has the choice between repair and replace with new.
  3. 3. Short for supervisor.
  4. 4. Must be verified at the top of every call.
  5. 6. Case action code used after 9pm when a case needs called back by advanced networking
  6. 8. Any damage caused by external force to the unit, regardless of where the force came from.
  7. 9. Case action code used after multiple failed SRQ’s to see if a refund can be approved
  8. 10. Case action code used to close a case when no further action is needed
  9. 11. First step of proper hold method. Requires asking if caller will allow the hold.
  10. 12. QA standard, second in point value to documentation. Required on every call.
  11. 13. Case status code used to open a case when POP or PIX are being requested
  12. 18. Second step in the troubleshooting process where we break down the issue to better understand it.
  13. 19. Case action code used by L3 when troubleshooting is incomplete
  14. 20. Final component of notation. Should contain the step which fixed the issue or how the call ended and any expectations set for future followup.
  15. 21. Final step of troubleshooting. Requires coming to a conclusion about the issue.
  16. 23. Required for all display issues. Must clearly show the issue and that the issue is in the TV (effects menu, no signal, or apps for example)
  17. 24. Case status code used when a case is being sent to a supervisor
  18. 29. Must be verified or asked for on every call.
  19. 34. Eliminating variables, items and settings that could be causing a problem. Third step in the troubleshooting process
  20. 35. Case status code used to open a case for callback by OB.
  21. 39. Acronym for the troubleshooting process
  22. 41. Comes on the outside of the box for AR’s, emailed for SR/RR
  23. 45. Must be verified at the top of every call. Must be in the beginning of the notes.