What is the use of the ETA tool for Sales?

Real time visibility on updated ETAs, tracking information and shipment details from the vendor in one tool.

Orders can now be invoiced automatically

What is the auto-PO Processing tool?

The aim of the tool is to auto transmit Direct Ship PO’s to the vendor; and there’s no need for an SCC intervention.

SCC will be tagged under your Team Lead

Managers can now process SCC forms

Auto-delete the PO within the system

The aim of the tool is to auto transmit Direct Ship PO’s to the vendor; and there’s no need for an SCC intervention.

With the exception of overnight/expedited shipping, do we still send emails after logging an SCC Communication Form?

No need to send emails via MS Outlook as the SCC Team Leads now have the visibility for any SCC Communication form that is not reviewed via interval reports.

No, managers will be processing your requests

Yes, as the SCC Request will be auto-voided

No need to send emails via MS Outlook as the SCC Team Leads now have the visibility for any SCC Communication form that is not reviewed via interval reports.

What are the benefits of having the POD system?

SCC Comm Forms of an SCC associate on PTO are automatically reassigned via the comm form back up tool . Consistent and sustainable improvement with the response and resolution rate over the past month as a result of the enhanced POD/back-up system, interval report publications and the new commform SLA measurement.

Orders will be auto-tagged to the SCC associate

Managers and Team Leads can now process SCC requests

What are the 4 groups under US SCC?

Peripherals, SWNet, Canada, Cisco

Why does Escalation Path For Unresponsive SCCs exists?

To have a standard guide in dealing with lack of, incomplete or inaccurate responses from the SCC for requests received. This also will clear any confusion as to when follow-ups are to be done and who to include/address their email to when SCC is unresponsive.

To clear any confusion as to when follow-ups are to be done and who to include/address their email to when SCC is unresponsive.

Scenario: After 1 business day, Comm Form still open, no update or no response, what should you do?

Send follow up via SCC Communication form

Send follow up via email Subject : Follow Up | Comm Form Ref # | To: Team Lead; Assistant Team Lead Cc: SCC

Scenario: After 3 business days, Comm Form still open, no update or no response, what should you do?

Send 3rd follow up via email Subject 3rd Follow Up: | Action Required | Comm Form Ref # To : Operations Manager; Cc : Team Lead; Assistant Team Lead; SCC;

Send follow up via SCC Communication form

Escalate to Service Quality/Performance Readiness Trainer

Scenario: After 2 business days, Comm Form still open, no update or no response, what should you do?

Send follow up via email Subject : Follow Up | Comm Form Ref # | To: Team Lead; Assistant Team Lead Cc: SCC

Send 3rd follow up via email Subject 3rd Follow Up: | Action Required | Comm Form Ref # | To : Operations Manager; Cc : Team Lead; Assistant Team Lead; SCC;

Escalate to Kelly Sander/Brad Vespa

Scc POD Structure/Escalation Path

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| Written by T1regic1

T1regic1

Community Contributor

Quizzes Created: 1 | Total Attempts: 59

Questions: 10 | Attempts: 59 | Updated: Jun 6, 2023

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Questions and Answers

1.

Do both new and old/touched commforms get reassigned if SCC associate is on PTO?
- A.
  
  Maybe
- B.
  
  Somewhat yes
- C.
  
  No
- D.
  
  Yes
Correct Answer
D. Yes

Explanation
Yes, both new and old/touched commforms get reassigned if the SCC associate is on PTO. This means that any new commforms that come in during the associate's absence will be assigned to another team member, and any existing or previously worked on commforms will also be reassigned for someone else to handle.

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2.

What is the use of the ETA tool for Sales?
- A.
  
  Real time visibility on updated ETAs, tracking information and shipment details from the vendor in one tool.
- B.
  
  Orders can now be invoiced automatically
- C.
  
  We can now contact the buyer
- D.
  
  Real time order placement
Correct Answer
A. Real time visibility on updated ETAs, tracking information and shipment details from the vendor in one tool.

Explanation
The ETA tool for Sales is used to provide real-time visibility on updated estimated time of arrivals (ETAs), tracking information, and shipment details from the vendor. This tool allows sales teams to easily access and monitor the status of orders, ensuring that they have the most up-to-date information on when the products will be delivered to the customers. It helps in improving customer satisfaction by providing accurate and timely information regarding the delivery of their orders.

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3.

What is the auto-PO Processing tool?
- A.
  
  SCC will be tagged under your Team Lead
- B.
  
  Managers can now process SCC forms
- C.
  
  Auto-delete the PO within the system
- D.
  
  The aim of the tool is to auto transmit Direct Ship PO’s to the vendor; and there’s no need for an SCC intervention.
Correct Answer
D. The aim of the tool is to auto transmit Direct Ship PO’s to the vendor; and there’s no need for an SCC intervention.

Explanation
The auto-PO Processing tool is designed to automatically transmit Direct Ship PO's to the vendor without the need for an SCC intervention. This tool eliminates the manual process of processing SCC forms and allows managers to easily process PO's. Additionally, the tool has the capability to auto-delete the PO within the system, streamlining the overall PO processing workflow.

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4.

With the exception of overnight/expedited shipping, do we still send emails after logging an SCC Communication Form?
- A.
  
  No, managers will be processing your requests
- B.
  
  Yes, as the SCC Request will be auto-voided
- C.
  
  No need to send emails via MS Outlook as the SCC Team Leads now have the visibility for any SCC Communication form that is not reviewed via interval reports.
Correct Answer
C. No need to send emails via MS Outlook as the SCC Team Leads now have the visibility for any SCC Communication form that is not reviewed via interval reports.

Explanation
The correct answer is No need to send emails via MS Outlook as the SCC Team Leads now have the visibility for any SCC Communication form that is not reviewed via interval reports. This means that after logging an SCC Communication Form, there is no need to send additional emails because the SCC Team Leads can see the form and process the requests accordingly.

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5.

What are the benefits of having the POD system?
- A.
  
  SCC can now process PO's
- B.
  
  SCC Comm Forms of an SCC associate on PTO are automatically reassigned via the comm form back up tool . Consistent and sustainable improvement with the response and resolution rate over the past month as a result of the enhanced POD/back-up system, interval report publications and the new commform SLA measurement.
- C.
  
  Orders will be auto-tagged to the SCC associate
- D.
  
  Managers and Team Leads can now process SCC requests
Correct Answer
B. SCC Comm Forms of an SCC associate on PTO are automatically reassigned via the comm form back up tool . Consistent and sustainable improvement with the response and resolution rate over the past month as a result of the enhanced POD/back-up system, interval report publications and the new commform SLA measurement.

Explanation
The benefits of having the POD system include the automatic reassignment of SCC Comm Forms of an SCC associate on PTO via the comm form back up tool. This helps ensure that there is no delay in processing these forms. Additionally, there has been a consistent and sustainable improvement in the response and resolution rate over the past month due to the enhanced POD/back-up system. The interval report publications and the new commform SLA measurement have also contributed to this improvement.

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6.

What are the 4 groups under US SCC?
- A.
  
  Peripherals, SWNet, Canada, Cisco
- B.
  
  Earth, Water, Wind, Fire
- C.
  
  Cisco, HP, Lenovo, Panasonic
- D.
  
  None of the above
Correct Answer
A. Peripherals, SWNet, Canada, Cisco

Explanation
The correct answer is Peripherals, SWNet, Canada, Cisco. These four groups are the different categories or divisions under US SCC. Peripherals refer to the external devices connected to a computer, SWNet stands for Software Networking and represents a group related to software and networking, Canada represents a specific group related to Canadian operations, and Cisco is a well-known technology company that is also a group under US SCC.

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7.

Why does Escalation Path For Unresponsive SCCs exists?
- A.
  
  To have a standard guide in dealing with lack of, incomplete or inaccurate responses from the SCC for requests received. This also will clear any confusion as to when follow-ups are to be done and who to include/address their email to when SCC is unresponsive.
- B.
  
  To clear any confusion as to when follow-ups are to be done and who to include/address their email to when SCC is unresponsive.
- C.
  
  Both
Correct Answer
C. Both

Explanation
The Escalation Path for Unresponsive SCCs exists to have a standard guide in dealing with lack of, incomplete or inaccurate responses from the SCC for requests received. It also aims to clear any confusion as to when follow-ups are to be done and who to include/address their email to when SCC is unresponsive. Therefore, the correct answer is both.

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8.

Scenario: After 1 business day, Comm Form still open, no update or no response, what should you do?
- A.
  
  No Action Needed
- B.
  
  Send follow up via SCC Communication form
- C.
  
  Escalate to SMB Team Lead
- D.
  
  Send follow up via email Subject : Follow Up | Comm Form Ref # | To: Team Lead; Assistant Team Lead Cc: SCC
Correct Answer
B. Send follow up via SCC Communication form

Explanation
If after 1 business day, the Communication Form is still open and there has been no update or response, the best course of action would be to send a follow-up via the SCC Communication form. This ensures that the communication is documented and can be easily tracked. Escalating to the SMB Team Lead or sending a follow-up via email may also be options, but using the SCC Communication form is the most direct and efficient way to follow up on the open form.

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9.

Scenario: After 3 business days, Comm Form still open, no update or no response, what should you do?
- A.
  
  Send 3rd follow up via email Subject 3rd Follow Up: | Action Required | Comm Form Ref # To : Operations Manager; Cc : Team Lead; Assistant Team Lead; SCC;
- B.
  
  No Action Needed
- C.
  
  Send follow up via SCC Communication form
- D.
  
  Escalate to Service Quality/Performance Readiness Trainer
Correct Answer
A. Send 3rd follow up via email Subject 3rd Follow Up: | Action Required | Comm Form Ref # To : Operations Manager; Cc : Team Lead; Assistant Team Lead; SCC;

Explanation
If after 3 business days there has been no update or response regarding the Comm Form, the appropriate action is to send a 3rd follow-up via email. The email should have the subject "3rd Follow Up: | Action Required | Comm Form Ref #" and should be addressed to the Operations Manager, with copies to the Team Lead, Assistant Team Lead, and SCC. This will help to escalate the issue and ensure that it receives the necessary attention and action.

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10.

Scenario: After 2 business days, Comm Form still open, no update or no response, what should you do?
- A.
  
  Contact the buyer
- B.
  
  Send follow up via email Subject : Follow Up | Comm Form Ref # | To: Team Lead; Assistant Team Lead Cc: SCC
- C.
  
  Send 3rd follow up via email Subject 3rd Follow Up: | Action Required | Comm Form Ref # | To : Operations Manager; Cc : Team Lead; Assistant Team Lead; SCC;
- D.
  
  Escalate to Kelly Sander/Brad Vespa
Correct Answer
B. Send follow up via email Subject : Follow Up | Comm Form Ref # | To: Team Lead; Assistant Team Lead Cc: SCC

Explanation
If there has been no update or response after 2 business days, the appropriate action would be to send a follow-up email to the Team Lead and Assistant Team Lead, with a copy to SCC. This ensures that the relevant parties are notified and reminded about the pending Comm Form. By sending a follow-up email, it allows for communication and prompts for a response or update on the situation.

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