OpenTable Tier 1 Support Training Manual

1 Day 4 – OpenTable Tools

Topic Overview OpenTable ToolsAspects Covered Wiki / Community

ROMSCHARMSOtRestaurant.comCrashRATSuperNutQA Audit Form (Call Flow Sample)C-Sats

Outcome

Plan for the day

Topic TimeWiki / Community 0.5 hoursROMS 0.5 hoursCHARMS 2 hoursOtRestaurant.com 0.5 hoursCrash 0.5 hoursRAT 0.5 hoursSuperNut 1 hourQA Audit Form 0.5 hoursC-Sats 3 hours

Core Knowledge – Wiki / Community

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Tier 1 Support Training

OpenTable Tier 1 Support Training Manual

Core Knowledge – Reservation Operations Management System (ROMS)

ROMS was replaced by Salesforce in February 2014. ROMS is no longer used to create and manage cases, but at times, maybe required for historical purposes. To view data on ROMS you can use the link http://roms.otcorp.opentable.com on a computer wired to the OpenTable corporate network. Please keep in mind that you SHOULD NOT create a new service request (SR) or edit the data in any way.

You can then log into ROMSThen search for a customer by account name, Restaurant ID Number (RID), or existing SR.

Once the customer has been found in ROMS, you’ll see a customer profile containing their contact information, OpenTable account support, CHARM status, and software version along with a historical list of all of their existing S/Rs.

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OpenTable Tier 1 Support Training Manual

Click into an S/R number to view the full details. You’ll be able to see the reason for the call, detailed troubleshooting steps, time and date stamps, as well as full resolution details.

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OpenTable Tier 1 Support Training Manual

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OpenTable Tier 1 Support Training Manual

Core Knowledge – CHARMS

Logging InGo to http://titan.microdyne.com/clients/opentable/techpage/(This is referred to as the Tech Page). Enter your Username and PW (Provided by your Trainer)

Note: If using a Window’s 7 Machines your Login Name must be in this format: opentable.com\m_ggoodwin” (opentable.com\M_first initial, last name)

Once you have logged in, enter the Restaurant in the Search box in the upper right hand corner and hit enter. (Note: In order to make the charms link work you must have the restaurant ID in this field NOT the phone number).

Click on the menu bar listed as Charm (CHARMS Tab). You will get the following options –All Reservations – You can view/find/export the restaurant’s reservations

Blocked Days – Where we can block a day or a range of days (up to 31) for a restaurant

Connect: View OT Connect Profile

Contact Info – This page houses all of the Restaurants contact information

Credit Card Dates: Where you can setup a credit card requirement for a reservation.

Date Specific Messages: Where you can setup a customized message for a day or a range of

days

Menu: Where we can view their menu that listed on OT.com.

POP: A quick link to their POP tab on OT.com

POP Profile: This is where we can view their POP Settings

Private Dining: Where we can view their private dining profile settings.Page | 5

OpenTable Tier 1 Support Training Manual

Reviews: A quick link to their reviews tab on OT.com

Update Messages: This is where we can edit any message settings for the restaurant.

Update Profile: This is where you can view the restaurant details and settings on OT.com

Upcoming Reservations: A link to the upcoming Reservations of the all Reservations page

Website Profile: A quick link to their OT profile page.

All Reservations

This window allows us to view the ONLINE reservations for the given restaurant. We can either view all upcoming reservations, all reservations in general, or all reservations made since a certain date. If a restaurant requests a copy of any information in this window we can export this to Excel using the button in the upper right hand corner and email it to them. This will not show any in house reservations.Note- When emailing to a diner the file must be edited to remove the OpenTable only information (they should only be getting first name, last name, phone number, part size, date of booking, and date made (under no circumstance should we be sending an email address).

At the bottom of the list of Reservations you can also view a month ahead or behind by clicking on the month that you want to review.Note: All Reservations for the month of (Date). Reservations highlighted in green indicate a POP (1,000 pt.) reservation. Click on "diner name" to view the customer record.

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To show upcoming

reservations

All is to view all (this is

the default setting)

Made Since allows you to search from a certain start date to current

OpenTable Tier 1 Support Training Manual

If a restaurant calls in wanting to fix a status (example: they marked a guest as a no-show or cancelled and the guest did show up) we can fix this for them. Click on the diner’s name as shown above. You will get a list of the guest’s information. You are looking for “Total Reservations” at the bottom of the screen.

Find the reservation the restaurant is emailing in about.

Click on the reservation status and it will give you a list of options you can set the reservation status to.

We should be using the status options that end in “Disputed” so we know that a change was made. So if this reservation was cancelled and it was supposed to be marked as seated, the restaurant would have verified this with you on the phone, you would select the option for “Seated Disputed”. The “Reason for

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reservation history

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OpenTable Tier 1 Support Training Manual

Change” field should contain the ticket number from your call as well as the reason for the change. Once you do this it will bring you back to the guest’s information. Please copy the entire line of guest information for the guest you changed and paste it in your SR notes, so we know what guest status you fixed.

Blocked DaysIf you get a call from a restaurant and they want to block off an entire day or range of days, (you can only block up to 31 days) you select if it’s a daily or weekly block, the range of the block and whether they want our standard closed message or a custom one. You can also view any changes to existing blocks with the “view change log button”.

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OpenTable Tier 1 Support Training Manual

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To unblock the day(s) you can use the Unblock All button.

To View Reservations on Blocked Days

Tech Note: To block a day for the restaurant enter

the information as requested. If the

restaurant wants a Custom Message on the

website like “Happy Valentine’s Day”, you can also enter that here. Once you have completed this

page, click update.Please Note: If you are blocking more than 3

consecutive days please send the SR to the Account

Manager, so they are aware. Also, we are not

allowed to place a “Please call the restaurant

message” in this field.

OpenTable Tier 1 Support Training Manual

ConnectIn this window we can view the associated logins for their OT Connect. The restaurant can only have 5 logins total. There is an “add account” button beside any open login slot to allow for more logins to be activated. If the restaurant calls us with an OT Connect issue and needs to be walked through the software, we can use the “Log in to Connect now” button to bring up their OT Connect.

Connection SettingsWe use this page to see what their current WAN IP is, the restaurant’s current connection status, their past status history and there is a setting here that allows CHARMS to update per the ERB or to leave it static.

When everything is operating properly the “Restaurant Status” will show “Active”. If a connection issue was present and we resolve it, the status may show “Temp Inactive”. If you resolve a connection issue make sure this selection says “Active”. If it says “Temp Inactive”,

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Tech Note: You will need to check “Enable Connect Access” to connect. We should not be

checking or un-checking this box.

Tech Note: There are also three settings here that will allow the restaurant to see guest phone

numbers in new reservation alerts, override their shift time minimum

requirements and a setting to relax their max covers minimum. To

enable or disable you would either check/uncheck the boxes.

Tech Note: You can login to their OT Connect site by

clicking on this link.

OpenTable Tier 1 Support Training Manual

switch it to “Active”. If it is set to anything other than that, we cannot change it. Please note that if an OpenTable employee has set this to “Temp Inactive, we should not be changing the status. You should however, review the tickets on the account to find out why it was set this way and to see if there are notes about setting the site back to “Active”.

To view the WAN IP address history, click on “IP Address Tracking”. We can use this to see if their WAN IP has changed. This is important when working on connection issues.

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OpenTable Tier 1 Support Training Manual

Contact InfoThis page houses all of the Restaurants contact information. Items include their website addresses, survey pages, phone numbers and physical address. Ideally, we can only update their phone number and email, as long as support notes don’t say otherwise.

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Tech Note: The physical address also includes GPS coordinates, which keep the map on their

OpenTable profile page correct. Physical address also encompasses

any parking accommodations or transit stop nearby.

OpenTable Tier 1 Support Training Manual

Credit Card DatesIf the restaurant has a credit card vault already setup to store credit cards, we can use this window to set up reservations that need a credit card to be booked. This is only used for special events. Special events can also have party size requirements. Once you get the dates and messaging setup you would click the update button (Example: )

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Tech Note: You can set up a day or a range of days.

You can “View the Change Log” here for any changes or addition.

There is a list at the bottom of the page. This shows the current credit card days. To remove ALL days you would hit the Un-CC all button.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

Tech Note: You can set a message to pop up from

this window for these days. It can either be standard or custom.

Remember, we cannot put a message up to call the

restaurant.

OpenTable Tier 1 Support Training Manual

Date Specific MessagesThis is where we can set messages for any special events, advertising, or comments the restaurant wants the public to see. These can either be ongoing or for a certain amount of time. This message can either go out as part of a confirmation message for the days set OR we can set it to only display the message on the details section of their OT profile. Unlike other messages there is no standard message due to the fact that we cannot create a standard message for a special event, they can be very specific and we cannot predict what it may be specified to.

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Note: Click the Top Box if you want the message to be perpetual

Click the second box if they only want this displayed on the Reservation Details Page

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition.

You can view the change log here for any changes or addition. At the bottom of the window is a

list of any messages set up. There are also drop downs to search

particular months/years. To view you would select the necessary

dropdowns and hit show messages to see what messages

they have set up on a given month/year.

OpenTable Tier 1 Support Training Manual

Menu

The Menu window in CHARMS is a quick way for us to bring up the menu section of their website profile. If they ask you to look at their menu on OpenTable.com this is our quick link to that.

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OpenTable Tier 1 Support Training Manual

POPIf the restaurant is set up for POP (1,000 point program) we can use this screen to review their POP times and other settings. This part of the page lets us see if they are signed up for this feature; their status is shown in the POP status drop down. The only thing we can use this page for is viewing the settings that the POP team has set for them. We cannot add, remove or change anything here. Currently all changes must be sent to our popadmin@opentable.com email address.

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To view changes, click view history.

OpenTable Tier 1 Support Training Manual

This is the second part of the POP configuration page. This is the part of the page where we can see the times their POP has been approved to run. We can also see any drafts for their POP schedule here that are waiting for approval.

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This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

This part only helps us to see if they have suppressed their POP times. If the restaurant ever called to temporarily stop their POP schedule for something like a special event it will show on a table where it says suppress POP.

OpenTable Tier 1 Support Training Manual

POP ProfileThis page in CHARMS shows us what the customer facing POP page looks like. This is a quick link for us to get to what the customer sees, when they view the POP page for a restaurant on opentable.com.

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OpenTable Tier 1 Support Training Manual

Private diningThis part of CHARMS is dedicated to private dining. If a restaurant is signed up for private dining this is the page where all of the settings are. Here we can see name of the private dining contact, the number a diner would call to set up a private dining booking. There is also an email address the diners can email.

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Click here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining HistoryClick here to see the Private Dining History

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here describes what they offer for Private Dining

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

Here you can see the Private Dining Menu

This will show you if they are using the paid

or FREE Version. Premium offers

longer descriptions, more rooms, and pictures

OpenTable Tier 1 Support Training Manual

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There is a private dining room section where you can edit the room details. The restaurant can have up to 5 if they are a Premium Private Dining customer. If the room slot is set to active in the right hand corner than it’s a usable slot for a dining room description. They have to pay for each slot. Each slot gives a place to table the room, give a description and the seating capacity with a picture.

OpenTable Tier 1 Support Training Manual

ReviewsIf you get calls where the restaurant wants to dispute the review and they want you to look at it, this your quick link from ROMS to view their reviews. Please see the wiki on the different ways we have to dispute reviews. Do not promise a site a review will be removed as you do not work for the reviews department. Submit a review dispute for the caller, and then give the callers the information on how to dispute these on their own in the future.

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OpenTable Tier 1 Support Training Manual

Update Messages

This is the CHARMS message dashboard. From this window we can set any of our messages. Please check with a manager or trainer before making a change to any of these messages. Please do not put up a message that says to call the restaurant.

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OpenTable Tier 1 Support Training Manual

Update Profile

This is the update profile window in CHARMS. This window is where all of the restaurants general information is housed. You can also find more information here like the hours of operations, type of food, dining style, If they accept walk-in’s, payment options, dress code, How far in advance they can make reservations, special events, minimum party size, maximum party size, & who the executive chef is.

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This displays what neighborhood they are listed

under. If a site wants this changed, it needs to go to the account manager. Pleas verify the location they want listed is

one in the drop down.

Restaurant ID

Restaurant Name – This will display the name of the

restaurantProduct Type - ERB or Connect is usually the setting

This displays the restaurant URL

Click here to update changes

OpenTable Tier 1 Support Training Manual

This displays what neighborhood they are listed

under. If a site wants this changed, it needs to go to the account manager. Pleas verify the location they want listed is

one in the drop down.

Update Reservations

This link in CHARMS is a quick link to the upcoming Reservations for the restaurant.

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We can make changes to this section of the profile. If you increase availability nothing

needs to be done. If you decrease availability go ahead and do so and hand the ticket off to the Account Manager.

Tech Note: We can change how far in advance a site takes reservations. Some sites want this done for just one day and that is not possible. Please reinforce that this change will affect all days.

OpenTable Tier 1 Support Training Manual

Core Knowledge – OT Tools Tab

This is from the 6. Charms.docx. Do we need this?

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OpenTable Tier 1 Support Training Manual

Core Knowledge – OTRestautant.com

Are OtRestaurant.com and Restaurant Centre the same? If not, will need details for "OtRestaurant.com"

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OpenTable Tier 1 Support Training Manual

Core Knowledge – CRASH

CRASH is a segment of the OpenTable intranet that houses a variety of troubleshooting tools. The tools available in CRASH include:

Book MaxConnectivity DashboardDashboard MonitorFax ToolFlapper ToolPROMRestRef ToolUpgrade Tool

BCC Email Form - Allows a team member to email a customer from the member_services@opentable.com email address.

Dashboard Monitor - The OpenTable Dashboard monitor is a tool used to track changes to restaurants with the Back Soon and False Reserve Now Status. The reason for tracking these statuses is because the Charm Dashboard, which tracks the statuses of restaurants in real time, does not keep track of these changes. The real time numbers from the Charm Dashboard does not always give all the details of what

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OpenTable Tier 1 Support Training Manual

is happening with the statuses of restaurants. This information is crucial to the diagnosis of connectivity issues and ensuring restaurants stay online.

The Restaurant Status Numbers (A) are displayed on the homepage. It shows the current and prior numbers of each status and their percentage changes. The Dashboard Monitor updates every minute so changes are really accurate. This page also displays restaurants that have statuses that changed to Back Soon Status (B) or False Reserve Now Status (C).

Subscribing to Status Changes in the Dashboard MonitorThe Dashboard Monitor has a subscription service that can send notifications to it’s subscriber based on what kind of notifications they would like to receive. The user can track changes to restaurants and choose a status to track.

Dashboard-spike Email subscriptionsClick on the Subscription tab in the Tool Navigation (D). A screen like the one shown in figure 2 will appear.Check a status to subscribe to (Figure E). An email notification will be sent if the percentage threshold of each status is reached within one minute.

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OpenTable Tier 1 Support Training Manual

Up/Down SubscriptionsClick on the Subscription tab in the Tool Navigation (D). A screen like the one shown in figure 2 will appear.Subscribe to a restaurant by entering the restaurant id in the New RID (G) Field and hit save. The Restaurant should now appear in the Restaurant Subscription List (F). This will send an email notification every time the restaurant changes status.To unsubscribe to the restaurant uncheck the box.

Fax Tool - Allows you to send common documents to a customer via fax.

Flapper Tool - Shows you all restaurants that have been offline during a certain period of time. There are many different options available for finding restaurants.

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OpenTable Tier 1 Support Training Manual

Flap Report

iTuba - iTuba is a tool for prioritizing calls to make to restaurants that are having connectivity issues. The calls are based on the covers driven by the restaurant, and by the length of time that they’ve been offline.

STOP Tool - STOP, the Support Team for Outbound Programs was replaced by the Get Next Case tool in Salesforce. This helps to prioritize outbound calls to make by case type.

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OpenTable Tier 1 Support Training Manual

Upgrade Tool - The upgrade tool allows certain OpenTable employees to upgrade customers from older versions of the ERB to newer version

Core Knowledge – RAT – Remote Access Tool

Loading a Remote Desktop ConnectionFirst thing is first you have to load a remote desktop connection. To start click on the click on the Window Start Button and Click All ProgramsClick on the Accessories FolderClick on the Remote Desktop Connection

When the remote desktop connection appears enter in the following IP address: 10.0.1.12 in the Computer box and click Connect.

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OpenTable Tier 1 Support Training Manual

The Remote Desktop Connection Window will appear the first time you login to identify your computer to bypass this click on Don’t ask Me Again for Connections to this Computer and Click Yes.

The Proper Authorization Required (OpenTable INC) Screen will appear. Click OK

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OpenTable Tier 1 Support Training Manual

Now it will prompt you for your logins. Input your OpenTable username and password and click OK (Note: make sure you set the “log on to” to OPENTABLE.COM. )

Accessing the RAT ToolOnce you are logged into the Remote Desktop, Double Click on th Open Table Rat Version 2 ICON.Once you open up RAT you will see the following screen. To bring up a restaurant you can either search the restaurant ID or the name.

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To Search by Name Click on the (NAME) rado- button. To Search by Restaurant ID click

(RID)

OpenTable Tier 1 Support Training Manual

Once you have entered a RID or Name Click Search. When you have done this the Restaurant will be displayed in the display window.Click on the Restaurant in the Display Window (1) to obtain the ROMS Inventory Information. The inventory lists all of the ERB systems on site, whether they are a client or a server, the port they use for VNC, their WAN IP address and where it’s placed on site.

Running a Port TestTo run a port test on their computers to ensure traffic is passing and the ports are forwarded properly, click port test on their server, if you get a green check the port is forwarding properly, if there is a red X the port is not passing. If you need to test a port that is not pre-listed you can use the “other” port box just type in the port and hit port test again.

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OpenTable Tier 1 Support Training Manual

The different ports are –2368 (Listener) – This port ties to the OTL Service which allows the site to show as Active on the Open Table Site (Note: They may show passing here but not being showing on the website as active – Please see Charms Status for more details or Lock Outs)6319(Ipad) – This ports ties to the OTAPI Service which allows the Ipad and the Remote Manager to Function. This is also important for Text and Wait6320 (VNC) – This port ties to the WIN VNC Service which allows the End User to use the Real VNC Button to connect into a system remotely if the post is passing6321 – 632X (VNC) – These ports are tied to the WIN VNC which allows the End User to use the Real VNC button to connect to a client system if the post is passing.61002 & 60131 (OTA) – These ports are tied to the OTA Service which allows OT Anywhere to operateOther – This is open for you to enter what port you want to test.

How to VNCAfter you have searched for the Restaurant you are looking for Click Real VN for the ERB you would like to VNC Into

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OpenTable Tier 1 Support Training Manual

Once you have clicked on for the ERB you want to connect to you will then be remoted into the Restaurants ERB. Once you have remoted into the ERB you can then right click on the Menu Bar. Choose Refresh Screen or Options.

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The two commands you will use here are:

Refresh Screen: This is used to send a signal back out to the restaurants ERB in case the connection has timed out

Options: This is used to render the cursor locally

OpenTable Tier 1 Support Training Manual

Options will bring you the VNC Viewer Options Window.

Core Knowledge – SuperNut

This remote access tool is primarily used if their VNC port is failing. This tool will get us in as long as the site has internet connectivity.

Open up a remote Desktop connection as shown earlier. When the Remote Desktop Connection Box Appears Enter in the Computer: 10.0.0.44 and Click Connect

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Colour & Encoding: This tab will change the Colours on the Screen (The more colour the better it looks)

Tech Note: With Some Connection you will not see the Confirmation Messages without FULL COLOR

Inputs: This allowa you to bring commands from your computer to theres. Normally this is left as it is.

Misc is other options that are not listed in the other 2 tabs. This one will be used when you want to render the Cursor Locally which will enable you to see your mouse on their ERB

OpenTable Tier 1 Support Training Manual

Then continue with the login process and after that is successful, click on the “SuperNut” icon to log onto SuperNut. This is what will be displayed when SuperNut is opened

To get remote access to the ERB you first have to have the caller close their software using SHIFT+F10. Once closed, the caller will have to look for an icon on their desktop called SUPPORT.EXE. If they cannot locate that we have to have them download it from our FTP site using the OTREMOTE logins. Have them drag the support icon to their desktop and double click it to open it. They will then be asked for a 4 digit number. If the caller already has the support icon and it gives any error and won’t open you may have to have them grab a new installation from the OTREMOTE FTP site.

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OpenTable Tier 1 Support Training Manual

Once they have done this you will need to enter supernut by click on the Outlet Plug, Go down to OTRemote Support and the Support ID Will come up.

Core Knowledge – QA Audit form

Need details

Page | 39

Under Support ID enter a 4 digit number (Random)and advise the caller to mirror your steps and enter the number on their end. Once that has been completed both parites must hit Connect. (Note: You want to hit connect 1 second before the customer)

OpenTable Tier 1 Support Training Manual

Core Knowledge – CSats

Need details

Trivia / Fun facts

TBD

Quick, useful tips

TBD

Discussions / Role Play / Assignment

TBD

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