7/24 Honeywell CSR SAP & Escalation Training

Set of Q&A flashcards covering essential SAP T-codes, Z141 task workflow, AOG requirements, planner lookup, email etiquette, and best practices for Honeywell CSRs.

What does a GREEN "Delivery Create Status" light mean in ZIWBN final inspection?

The order has no shipment block and is clear to ship.

What does a RED "Delivery Create Status" light indicate in ZIWBN?

A shipment block exists on the order.

Which ZIWBN tab lets you see if a unit is on SHORT PARTS?

The Components tab.

Before opening a new Z141 task, what must a CSR check in SAP?

Verify that no open/active Z141 task already exists for the order.

How should you add follow-up questions to an existing Z141 task?

Update the task’s Long Text instead of creating a new task.

Primary T-code for viewing/creating service notifications and tasks

IW52.

Name three core T-codes every R&O CSR must know.

Any three of: IW52, ZIWBN, VA02, VA22, VA45, USC MAT NOTES, IQ03, MD04.

Fastest way to find planner & buyer data for a part number

Use the Honeywell Planner Identifier website (material-number input page).

When allocating parts, which role is normally NOT contacted by the CSR?

The buyer; contact the planner instead.

What does AOG stand for and when must the request be raised?

Aircraft On Ground; it must be raised within 5 days of the needed unit.

Give two mandatory data points for an AOG escalation.

Any two: AOG/failure reason, next scheduled revenue flight, Honeywell part number, serial number, aircraft tail number.

Day-2 action if a Z141 task receives no shop response

Email the ISC generic mailbox.

On which day is a silent Z141 escalated to the ISC manager?

Day 4 after task initiation.

Escalation target on Day 6 with no Z141 response

Escalate to the site leader.

When escalating, who must be included in the CC line?

All previous recipients of the thread.

In email context, what does "CC" stand for?

Carbon Copy.

Preferred platform to create Z141 tasks so the site must act

Salesforce (using the dedicated drop-down category).

Which T-code shows material master data like net weight/dimensions?

MM03.

T-code used to look up contracts for a part number

VA43.

Key investigative habit stressed for CSRs

Always verify in SAP first and use the right tool before requesting help or escalating, to avoid wasting time.