Bronze - POP QUIZ

User doesn't have a TID, what should we do?

• Cold Transfer to Fiserv

• Refer to Fiserv

• Ask if PED is active and Online

• Confirm model and create a SO for Fiserv

BOS monitor is not turning on, KVM switch has no lights.

User wants to try a different cable.

User connects the BOS monitor directly to the BOS with the new cable and gets image

What should we do?

• Replace the KVM switch

• Close INC without agreement from user

• Close INC with the KBB for replace the VGA cable

• Not enough information to properly close INC

User call us over for issues with eSmartClock

• I've got no idea what that is

  adv user "Sorry sir, i've got no idea what that is"

• Gather information, Escalate to RTS: NewPOS L1 and transfer to eRestaurant queue

• Escalate to RTS: eSmartClock after confirming issue is with eSmartClock

• Gather information, Triage INC and warm transfer to eRestaurant queue

User cannot login into QSRSoft, BOS is showing a blank screen

• Troubleshoot the blank screen issue

• Warm transfer to Gold

• Create an INC and warm transfer QSRSoft issue to silver if they still have issues with QSRsoft

• Warm transfer to silver so they TS both issues

Store wants the number for NCR

• 1-800-421-8230

• 800-382-6200 Opt. 2

• 1-800-695-0804

• 1-800-241-2653

Select all the queues that we are going to be working on

• RTS: NewPOS L1

• RTS: Auxiliary L1

• RTS: BOS L1

• RTS: Concept Implementation L1

Is there a single cable that goes through from the patch pannel all the way to the front counter?

• Yes, there is a single cable called HomeRun cable

• No, there are more than a single cable

• Yes, there is one green cable called multiport cable

• Cables connect into the biscuit box first

Card reader was damaged. SO and replacement have been issued. Incident is escalated to INSIGHT.

Do we need to cancel the SO and create a new INC and SO to the provider?

• Yes, Incident was wrongly escalated

• No, why would we need to cancel an escalated INC to INSIGHT?

• As long as the user ask to cancel the SO

• Yes, because PEDs cannot be escalated