Intro to Home Depot Systems | Baamboozle - Baamboozle

A customer is calling to ask about their HVAC installation from 3 years ago. Which system will we probably need to use to look up the order?

Purged Order

A customer is calling in to ask about an appliance installation order. Which system do we need to access to look up the order?

ESVS - Even if the order was started online, all appliance orders end up in ESVS.

At which point in the call flow might we use Purged Order?

Examine - We use it to look up an order after we gather the customer's information and as we are asking probing questions.

If we needed to look up a delivery status for a customer (NOT a special order), which system would we use?

HOME

Which system is used in all three of the following parts of the call flow: Examine, Action, and Finalize?

Salesforce - It is used capture case information (Examine), to manage the case (Action), and to document the call (Finalize).

Which system do we use to view information about the management of the installation by the service provider?

Service Center

At what point in the call flow might we use ESVS?

Examine - After we gather the customer's information, and while we are asking probing questions to pull up the customer's order.

The vendor number is accurate in HOME. True or False?

False - The vendor contact information is accurate in HOME, but if we need to see the vendor number, we use Service Center.

We use Service Center to pull up orders that were created in-store. True or False?

False - If an installation order was created in-store, we pull it up in ESVS.

When in the call flow might we use UPS Campus Shipping?

Action - During the resolution

We use HOME to find recent customer orders and communications. True or False?

True

Which system stores the special services order form?

ESVS

Which system is used to create gift cards for customer satisfaction?

Cashstar

At which point in the call flow are we likely to use Cashstar?

Action - During the resolution to ensure the customer's satisfaction

ESVS is used to create shipping labels for our customers. True or False?

False - UPS Campus Ship is the system we use to create shipping labels.

Which system is used to search long-term storage to retrieve orders that have been deleted from other systems?

Purged Order

When in the call flow do we use HOME?

Examine - After we capture the customer's contact information and while we begin asking probing questions

Which system is used to capture the customer's case information?

Salesforce