| Introduction eMacInfo2 is a knowledgebase designed to assist Alorica agents on the floor by providing eMachines proprietary information. Because of its web-based design, troubleshooting tools, and wealth of information, it has become one of the most important resources we use on a daily basis. Familiarize yourself with this knowledgebase and pay attention when you see other people using it—particularly CRMs. Why use eMacInfo2 before getting up and talking with a CRM? There are a number of reasons why you should learn to use eMacInfo2. The knowledge base is kept up to date with the most current troubleshooting and policy issues. If you get up from your desk to find an answer from a CRM and it is in knowledge base they will refer you back to the knowledge base. If you are able to find most your answers from the knowledge base your average handle time will go down, your customer satisfaction will go up, and you will learn to be self-sufficient. The knowledge base is just like many other things, the more you use them the better you become at using them. CRMs are almost always hired internally which means they were once a floor agent and when they were an agent they got more of their answers from the knowledge base. Navigating the Knowledgebase (top) Home Use this link any time while surfing the knowledgebase to return to the front page. Systems Find system specifications for any eMachines product we sell. This section is constantly being updated as new systems are released every quarter. Use this section to gather information about release date, internal hardware, known issues and potential upgrades. Club SKUs were designed to accommodate various retailers who all have very specific demands for the type of system they will sell in their stores. Each Club SKU is listed on the Systems menu: A Series, C Series, D Series, eBoxer, eMonster, eOne, eSlate, eTower, H Series, J Series, M Notebooks, N Series, S Series, T Series and W Series. Further down on the Systems list, you also have the ability to obtain a chronologically ordered list of every system that has ever been manufactured. If you choose By Release Date, you will be presented with a list of every quarter beginning with Q4 1998 when the company started. If you choose Previous Quarter, you will be presented with a list of last quarter’s systems. If you choose Current Systems, you will be presented with a list of the most recent systems we have. Parts Locate specific information about every single part ever put inside an eMachines computer. This section also includes manuals for major hardware devices such as the motherboard in Adobe Acrobat (PDF) format. Software Every software application, operating system, and utility that has ever been pre-installed in an eMachines computer is listed under this category. Troubleshooting In case you forget, this section is designed to help guide you through some of the tough spots while troubleshooting with a customer over the phone. Here we have everything including known issues, step-by-step troubleshooting procedures, motherboard documentation, and even clickable software walkthroughs. Policy New policies and changes to existing policies are posted here. Reading through these articles will provide you with a firm understanding of the company’s viewpoint in regard to the law, our scope of support, and legal limitations. The more you understand about policy, the better you’ll be able to create win-win-win situations for the company, the client, and the customer. Reference This link is to be used as a quick reference guide to important technical material such as the serial number scheme, the virtual lab, phone list, SEI inventory, links, and more. Navigating the Knowledgebase (left) News Stay informed with the latest news updates and changes to the knowledgebase. Helix This is a link to Alorica's web-based customer tracking database. It will open in a new window for easy access should you forget the address. My Profiles New troubleshooting procedures, policy, and Quality Assurance documents are posted here. It is a requirement that you read each of the new articles, in their entirety, as they come out. They contain very important information about call drivers and the latest policy changes. Your team manager will run reports to make sure you are staying up to date with My Profiles. Break Manager A web-based application managed by the duty supervisor whose job it is to approve all breaks and maintain the Grade Of Service (GOS) statistic that eMachines measures performance by. It is a method by which you can apply and get accepted for break, as there is no pre-set break schedule. Comments/Questions Your ideas are important to us. Send any comments or questions you may have to the programmer of our knowledgebase. Any problems that you find or misinformation found in the knowledge base needs to be submitted through this link so that they can get it fixed. You must have outlook setup on your system for the Comments/Questions link to work Specifics of the Knowledgebase Serial Number Decoder___________________________________________Home Along the left side of the knowledgebase we have designed a simple serial number decoder. Here’s how to use it: • Enter a valid serial number. • Click on the Serial # button. • Your results will appear in seconds!  You may use this decoder to determine Date of Manufacture (DOM) on any model you come across with a customer on the phone. It will also pull system specifications and display those on the screen next to your results automatically. Serial Number Scheme___________________________________________Reference → Serial # Scheme Learning to decode serial numbers on your own is an important skill to develop when trying to register customers over the phone. Too often customers misinterpret certain letters. (eg. 0,O,8 or G, 6 or 1, I and so on…) By reading the serial number scheme reference you can easily anticipate what certain digits of the serial number are supposed to be. This is especially helpful when Helix refuses to accept to register the customer due to an invalid serial number, which is often the result of a typo or misreading.
Step 1: Select a Break Mode
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