Employee Support Knowledge Base
Self-Service and Assist Procedures

How to Use This Document

This knowledge base contains several procedural articles covering the most common issues reported by Levi Strauss retail and corporate employees.

Document Conventions

Where Levi-specific system names were not provided, the following placeholders are used. Replace each with the corresponding Levi system name before final knowledge ingestion:

• [Levi POS App] — the in-store point-of-sale application used on registers and handhelds
• [HR System] — the system of record for employee data (e.g., Workday)
• [IT Service Portal] — the employee ticketing portal (e.g., ServiceNow)
• [Identity Provider] — the corporate identity platform (e.g., Microsoft Entra ID / Okta)
• [Store Music Platform] — the in-store ambient music/audio service

Retail Employee Issues

1. POS App — Unable to Open or Access  [Retail]

Intent Triggers / Example Utterances

• “I can't open the POS app”
• “POS won't launch”
• “Register app won't start”
• “POS icon does nothing when I tap it”
• “The point of sale won't open on my register”

Information to Collect First

• Store number
• Register/terminal ID
• Employee ID
• Device type (register, tablet, handheld)
• Exact error message (if any)
• Time issue started

Resolution Steps — Employee Self-Service Voice

1. Confirm the register is powered on and connected to the store network.
2. Close the [Levi POS App] completely by swiping it away or using Task Manager.
3. Wait 10 seconds, then tap the [Levi POS App] icon to relaunch it.
4. If it still won't open, restart the device by holding the power button and selecting Restart.
5. Once restarted, sign in with your employee credentials and reopen the [Levi POS App].
6. If the app still does not launch, log a ticket in the [IT Service Portal] with the error details.

Decision Branches / If-Then Logic

• If the device won't power on at all, escalate to hardware support immediately.
• If only one register is affected, isolate to that device. If all registers are affected, treat as a store-wide outage.
• If the app opens but crashes on launch, follow Procedure #2 (POS App Offline or Not Responding).

 

2. POS App — Offline or Not Responding  [Retail]

Intent Triggers / Example Utterances

• “The POS app is frozen”
• “POS says offline”
• “Register is stuck”
• “POS won't respond to my taps”
• “App is hung”

Information to Collect First

• Store number
• Register ID
• Employee ID
• When app went offline
• Whether other registers are affected
• Last known successful transaction time

Resolution Steps — Employee Self-Service Voice

7. Check the network indicator in the [Levi POS App] header to see if it shows offline mode.
8. If offline, verify the store Wi-Fi or wired connection is active on the device.
9. Force close the [Levi POS App] and reopen it.
10. If the app is frozen, hold the power button to restart the device.
11. After restart, sign back in and check that the app shows “Online” status.
12. Process a small test transaction (e.g., gift card balance check) to confirm connectivity.

Decision Branches / If-Then Logic

• If multiple registers are offline, check for a store-wide network outage (see Procedure #8).
• If the app shows online but transactions fail, escalate to POS platform support.
• If offline mode is functioning and queuing transactions, advise the employee to continue transacting in offline mode until connectivity returns.

 

 

Corporate Employee Issues

11. Password Reset / Forgotten Password  [Corporate]

Intent Triggers / Example Utterances

• “I forgot my password”
• “Need to reset my password”
• “Can't remember my login”
• “My password expired”
• “Locked out of my account”

Information to Collect First

• Employee ID
• Corporate email
• Whether the employee has enrolled in self-service password reset
• Whether MFA is set up
• Last successful login

Resolution Steps — Employee Self-Service Voice

13. Go to the [Identity Provider] self-service password reset portal.
14. Enter your corporate email or Employee ID.
15. Complete the identity verification using your registered MFA method (text, call, or Microsoft Authenticator).
16. Choose a new password that meets the complexity requirements (12+ characters, mixed case, number, symbol).
17. Confirm the new password and submit.
18. Sign out of all corporate apps and sign back in with the new password.

Decision Branches / If-Then Logic

• If the employee cannot complete MFA, follow MFA recovery (see Procedure #13).
• If the account is disabled, verify employment status with HR before resetting.
• If the employee is a new hire, direct to the onboarding portal instead.

 

 

12. Login Failures (Corporate Account)  [Corporate]

Intent Triggers / Example Utterances

• “Can't log into my computer”
• “Login keeps failing”
• “My credentials aren't working”
• “Getting an error when I sign in”
• “Account isn't recognized”

Information to Collect First

• Employee ID
• Corporate email
• Exact error message
• App or device where login fails
• Whether the password was recently changed
• Whether login works on other apps

Resolution Steps — Employee Self-Service Voice

19. Confirm Caps Lock is off and re-enter your credentials carefully.
20. Try signing into a different corporate app (e.g., Outlook web) to determine scope.
21. If you recently changed your password, use the new one and update saved credentials in your browser.
22. Clear your browser cache and cookies, then try again.
23. Restart your device and attempt to sign in again.
24. If still failing, reset your password via Procedure #11.

Decision Branches / If-Then Logic

• If login fails on all apps, treat as identity issue.
• If login fails on only one app, treat as app-specific issue.
• If conditional access blocks the user, check device compliance and location.