Priority Concepts

Questions and Answers

Which of the following teams will the Insight service desk team be working closely with?

The associate experience (correct)

The Samsung phone team

The Walmart team

The Insight team

Which of the following is the correct link for Insight ServiceNow Knowledge Homepage?

Walmart ServiceNow Knowledge Homepage

Connected Associate Knowledge Homepage

Insight ServiceNow Knowledge Homepage (correct)

Walmart Knowledge Homepage

How can an incident be resolved?

By the user (correct)

By the customer

By the group

By the system

What is the best practice when documenting a customer's incident?

Record the customer's description in a bulleted list Signup and view all the answers

What should the service desk associate provide to the customer?

A letter outlining the steps taken Signup and view all the answers

What is the first step in reopening an incident?

Add notes to the “Additional comments (Customer visible)” section Signup and view all the answers

What should be included in the query when searching for Knowledge Articles in Walmart ServiceNow?

Connected Associate name Signup and view all the answers

What is the process that every associate must complete upon receiving their phone?

Set up the work section of their phone Signup and view all the answers

What is a common service desk adage?

If it's not in the ticket, it didn't happen Signup and view all the answers

When searching for Knowledge Articles in Insight ServiceNow, what should you include in the query?

Walmart name Signup and view all the answers

What happens when an incident is opened?

All fields are populated automatically Signup and view all the answers

What is the name of the system where tickets and tasks will be managed?

ServiceNow Signup and view all the answers

What is the website where knowledge articles are accessible from Insight’s ServiceNow site?

<a href="https://services-na">https://services-na</a>)insight.com/ Signup and view all the answers

What is the customer unhappy with?

The resolution of the incident Signup and view all the answers

What is the final step in reopening an incident?

Assign the incident to the correct group Signup and view all the answers

What is the process for device retrieval?

Send notifications to sales or order materials for a retrieval Signup and view all the answers

Study Notes

Walmart has partnered with Insight to deploy, support and retrieve 15,000 Samsung Galaxy X Cover Pro mobile devices to 100 pilot stores.
Initial manual processes and procedures in place at go-live will be replaced as we mature our tool set and develop various integrations.
Throughout this engagement, the Insight service desk team will be working closely with the following teams:
The associate experience
The Samsung phone is a new benefit.
Contact with Insight needs to be as seamless as possible.
Issue during the associate start-up process need to be resolved quickly.
Time to resolve all clients want us to quickly resolve issues. Walmart is no exception.
Hourly associates need to get back to their work assignments as quickly as possible.
Associate Device Set Up or How to Questions
There is a process every associate must complete upon receiving their phone to set up the work section of their phone.
Failure to set up the phone and set a passcode will result in the phone being disabled.
There are many How To knowledge articles available to assist users with basic questions.
Something is Broken
When a phone is dropped, comes into contact with water, or has damage such as a broken screen, you will initiate an advanced exchange.
It’s important to ask the associate how the phone was damaged. For example, if the phone suddenly doesn’t turn on, Samsung needs to know if it was dropped.
While no approvals are required to exchange a broken device, you may need to do some basic troubleshooting for devices that won’t turn on or charge.
Lost/Stolen,
Retrieval
Devices that are lost, stolen or need to be sent back to Insight due to a termination must first be approved.
The associate or manager will need to enter a ticket into MyTech (Walmart’s Self-Service site)
MyTech will obtain the approvals and assign Insight tasks.
Service desk will send notifications to sales or order materials for a retrieval.
Walmart
ServiceNow – all tickets and tasks will be managed in Walmart’s ServiceNow System.
WorkspaceONE (AirWatch) – Read only access to view device status and apps.
Digital Workspace (DWS Virtual Desktop) - provides access to Walmart's Internal Network.
Identity Dashboard – this verification tool is used to ensure phones are unlocked for valid associates only.
Insight
Knowledge – knowledge articles will be accessible from Insight’s ServiceNow site at https://services-na.insight.com/.
Device Order Bot – used for Lifecycle or Depot Fulfillment Event (Deployment, Advanced Exchange,
Insight provides device replacement for employees who are terminated, a broken device is sent for repair, or a lost or stolen device is recovered.
An advanced exchange order is placed through the STARs system, and a retrieval order is placed through the system when a device is coming back to Insight.
Devices can only be shipped to a Walmart facility to the attention of the store manager.
Associates must turn in their devices upon employment termination.