Friday Fun - Tier 1 Quiz

When forwarding an email to Onboarding in case of a Signed Document Received, the correct naming convention to use is "No Changes as we are linking it to the existing ticket." This means that there is already an existing ticket for this matter, and instead of creating a new ticket, the email should be linked to the existing one. This helps in maintaining a cohesive record of all related information and avoids creating duplicate tickets for the same issue.

If we receive a request from [email protected], we will select the Portal EIC channel. This suggests that [email protected] is the designated email address for the Portal channel, indicating that requests from this email address should be handled through the Portal channel rather than through phone, email, or fax.

After receiving a pre-employment form on an existing ticket and linking it, the most appropriate status to select would be "Customer Replied". This is because the customer has responded to the ticket by submitting the form, indicating their engagement and interaction with the company.

If we receive an Employment change form without an approval from the Authorising manager, the correct action to take is to create a ticket for processing the request. However, since the form does not have the necessary authorization, we cannot proceed with processing the request immediately. Therefore, we need to mail the form back to the requestor and ask for the required authorization before we can continue with the ticket creation and processing.

The correct answer is c) Assign ticket to Document management. This means that if a Return to work form is received, it will be assigned to the Document management team for processing and handling.

If an employee receives Statutory Sick Pay, it is likely that there will be a need to manage and document their sick leave. This would involve keeping track of the sick leave records, any medical certificates, and any other relevant documentation. Therefore, the correct answer is c) Document Management.

The correct answer is d) Create a new ticket and assign to Frontline Recruitment by selecting status as "Open". This is the correct answer because when we receive an Offer Checklist for a new hire, it is the responsibility of the Frontline Recruitment team to handle the onboarding process. Creating a new ticket and assigning it to Frontline Recruitment ensures that they are aware of the new hire and can proceed with the necessary actions. Selecting the status as "Open" indicates that the ticket is active and requires attention.

When we receive a response to missing information from a customer, the correct action is to link it with the existing ticket and assign it to Core Data in "New Action" status. Additionally, an email should be sent to the Payroll team to inform them about the response. This ensures that the response is properly tracked and that the Payroll team is notified of the update. Assigning it to the follow-up team (option c) or the Tier 1 Offshore Team (option e) is not the appropriate course of action in this scenario.

If we only receive a Personal Detail Change form and not the reference form through an External Employee, the correct action to take is to check if the ticket is for a New Hire or Pre-Employment. If it is a New Hire ticket, then we need to chase the Employee for the Reference form. In this case, we should create a "Customer Action" Ticket in Tier 1 and when new information is received, we should link the Object ID with the existing ticket and change the status to "Customer Replied". This ensures that the necessary information is obtained and the ticket is properly handled.

If we receive an acceptance letter but the existing ticket is already completed with proper notes mentioned by the Onboarding team, the correct action would be to link the object id with the existing ticket. This means that we would associate the new acceptance letter or object id with the completed ticket, rather than creating a new ticket or reopening the completed ticket. This allows for better organization and tracking of the ticketing system.

If a manager or employee is asking for their personal file, it would be appropriate to assign the ticket to the People Services team. This team is responsible for handling employee-related inquiries and requests, including matters related to personal files. They have the knowledge and expertise to handle such requests efficiently and effectively. The Document Management team may be responsible for storing and organizing the files, but they may not have the authority or expertise to handle employee requests. The Help Desk team may be more focused on technical support and troubleshooting, while the Onboarding team is typically responsible for new employee orientation and integration. Therefore, the People Services team is the most suitable choice in this scenario.

In case of chasing for missing information, we will use the naming convention of EIC request number _INFORMATION REQUIRED_Employment Change. This convention ensures that the request number is included first, followed by the specific information that is missing (INFORMATION REQUIRED), and then the type of change (Employment Change). This naming convention helps to clearly identify and track the missing information in a systematic manner.

The correct answer is c) Help desk Team. The help desk team is responsible for handling queries and providing support to employees. They are trained to handle various types of inquiries, including salary-related questions. While the other teams mentioned may have some involvement in managing salary information, the help desk team is specifically designated to address employee queries and provide assistance in this matter.

If we receive a Fleet Form without any Employment Change Form, the appropriate action would be to chase the customer for an Employment Change form with a reason for submitting the fleet form. This is because the Fleet Form is incomplete without the Employment Change Form, as the two forms are related. By chasing the customer for the missing form and reason, we can ensure that all necessary information is obtained and the process can proceed smoothly.

If the pay increase is more than 5% and it is a promotion without the new position ID, both options A and B should be followed. Option A suggests sending an email to Rewards for Approval, which implies that the increase in pay needs to be reviewed and approved by the appropriate department. Option B suggests sending an email to the customer asking for the new position ID, indicating that the new position ID is necessary for further processing or documentation. Therefore, both options A and B should be implemented in this scenario.