Stand up 31.08.23

When are two technicians required ?

Appliance is really heavy.

Appliance is on the floor.

Appliance is in the back yard.

When its a rainy day.

In NZL if customer has a 76cm wide built in double oven, it will require two technicians.

True

False

What is the purpose of associating the product to the case?

To show which product the case is about

To contain product history in one place/case as much as possible

To ensure we keep using the right case moving forward ( while it is open)

All of the above

The Primary function of the AUS & NZ Job Management Teams is the day-to-day management of the schedules for either the AUS or NZ Technicians.

True

False

What you should check before calling JMT?

Always check the service territory is populated, validate the address properly.

No appointments found - ensure the address is validated and service territoy populated.

Multiple products/2 Techs - Only call JMT if you have any issues booking these in.

All of the above.

When scheduling a service with two technicians and to create dependency it is important to ensure the Dependency Type is set to Same Start.

True

False

Once dependency is created, click on the blue tab that reads Schedule Appointments.

True

False

In your case, do not select '2' in Team Size in the products in use tab to schedule a service appointment with two technicians.

True

False

In Salesforce, once you have submitted your Work Order (WO), you will have 2 open Service Appointments (SA).

Take note of the 2 SA numbers.

Click on the Assist SA.

Close the Service Appointment tab.

All of the above.

Any damages caused to property or person should not be treated as a major incident.

True

False

If a customer wants something that requires authorization transfer the call to:

Customer Relations Team

Major Incidents Team.

When a customer advises they have had personal injury, immediately refer to the situation as a major incident.

True

False

When creating or updating an existing case for RTW request in Salesforce:

Check if the technician has entered any specific Completion/Service Notes on the Service Appointment.

Ask the customer if they require a loan appliance if there are no notes on the Service Appointment

Chedule a Service Appointment with two technicians.

None of the Above.

Stand up 31.08.23

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