| Email Support Guide | Categorization | Status | Templates | ERMS Standard Work |
|---|---|---|---|---|
|
Electronic Response Management System
What does ERMS stand for?
|
Category 1:
What field do we use to categorize a ticket?
|
NAN (No Answer Needed)
What category only has a primary status?
|
CSC Delivery (ZBDL)
What template would you use when a customer is requesting tracking on an order?
|
Customer Contact Notes
Where do we add the ticket number in SOE/SAP when processing a request?
|
|
The End Button
What button within CRM should you use when stepping away from CRM (Going to break, lunch, huddle, ETC)
|
Price - Quote Request
What category would we use if a customer would like to sign up for a new account?
|
Completed – Forwarded/Routed
How would you status a ticket that you forwarded to GCOM?
|
CSC Attachment (ZBAT)
What template would you use when a customer has requested a copy of a packing slip?
|
Document field and PO Number field
What fields in SOE do we search for the PO to check for duplicates before processing an order?
|
|
30 Days
What is the date range that CRM will look back for a ticket?
|
Order Assistance - Create New
What category would we use for a duplicate order?
|
Follow up Required – Customer Contacted
How would you status a ticket after emailing Third Party for an order update and replying to the customer to let them know you are working on their request?
|
CSC Alternate (ZBLT)
What template would you use when an item has been discontinued and there is an alternate available?
|
Request for Quote
What does RFQ stand for?
|
|
Save as Local File
What button do you use to open your email in a new browser window?
|
Price - Quote Request
What category would we use for Cross Referencing request?
|
Completed- Need more Information
How would you status a ticket after your second attempt at contacting the customer for more information on a new order?
|
CSC NMI 2 (ZBNN)
What template would you use on your second attempt at contacting a customer when you need more information?
|
Dial out! (call the customer)
When in doubt...
|
|
The "Change" button/ Pencil and Paper Icon
If you need to assign a ticket to yourself, what button would you click in CRM?
|
Other - Details Entered in Description
What category would we use when forwarding a request to a business partner?
|
Status the ticket as FUR-NCC and add a note stating why we could not complete the request Categorize the ticket based upon the work
Email cannot be completed due to business reason (ex.: blended/overflow). What do we do?
|
GUS TAX (ZGTX)
What template would you use when you are advising a customer to short pay an invoice?
|
Your name, company, reason for call, advise them to reply to your email
What information is needed when leaving a voicemail for a customer?
|
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