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26 Cards in this Set
- Front
- Back
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How will employees connect with MBS? |
Employee Center HR Request Online Call employee services |
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As an employee I can raise a request for |
Myself |
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As HR, I can raise a request for |
Myself Another employee |
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As a Manager, I can raise a request for |
Myself Direct Report |
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AS MBS, where do I find the tasks assigned to me? |
My Tasks |
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What are the types of callers |
Employee Contractor External Applicant Spouse/Dependent Retiree/Former Employee Other |
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What values are used to search for an employee? |
First Name Last Name Perno |
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Caller identity must be validated, what are the validation questions? |
Year of birth Month and Date of Hire Zipcode |
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What are the caller's options for MBS to contact them? |
personal email address personal phone number Mondelez email address |
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An Employee's Spouse calls the Helpline, is MBS required to validate the caller? |
YES |
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An Employee's Spouse calls the Helpline, will the validation questions pertain to the Employee or the Spouse/Dependent? |
Employee |
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On HR Request Phone, what options are available to the agent in order to submit the ticket? |
Close Place in T1 Queue - assign to self Place in T1 Queue - unassigned Reassign to Tier 2 |
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Managing a Submitted HR Request:What happens when Reassign to Tier 2 is chosen |
This action changes the ownership of the ticket to Tier 2 |
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All categories are available to all types of callers in the drop down list. True/False, Why |
False categories are limited to the caller type |
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List the agent options in managing a submitted HR Request |
Add Comment Create Notification Create Task Escalate to Tier 2 Provide Business Link Reassign to Tier 2 Reclassify Request Approval Requestor Clarification Close |
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Ways to search the request history |
Landing page for My Request History MBS Advisor menu > Seach request History HR Inquiry Phone form > Request Information > Existing >View all recent |
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Describe unstructured requests
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Unstructuredrequests might have no specific goal inmind Theycan shift between different teams on the flyIntendedto be used for general questions ratherthan actions |
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Describe structured requests
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•Structuredrequests have specific goals to action inMBS HR•Theyfollow a set business process track from start to finish•Intendedto be used for HR actions ratherthan general questions |
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List the structured requests used by AMEA |
Initiate Recruitment Performance Awards Mass Upload Team Changes Reporting |
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List the unstructured requests |
HR Request Online HR Request Phone |
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When a request is closed, how much time does a Requestor have to ask MBS to re-open the case |
7 days |
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Can an employee with a sales subfunction open a future dated request? |
No, this option is available to HR only |
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Can MBS take action on a future dated case prior to the specified date? |
No. However both Requestor and MBS can add comments to the case |
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Managing a Submitted HR Request:What happens when Escalate to Tier 2 is chosen |
Creates a task in the Tier 2 queue requesting assistance or information |
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Managing a Submitted HR Request:What happens when Reclassify is chosen |
This action may redirect the ticket to another queue. |
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What's the minimum number of transactions for mass data uploads |
10 an above |
