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