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Week 1 Training Knowledge Check

Amanda Parkins 15 preguntas

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Preguntas del test (15)

  1. 1True or False - It is possible to have several representatives assisting in the same chat.
    1. AVerdadero
    2. BFalso
  2. 2Where would we go if we want to force a download of publisher data into the application for a client?
    1. AFrom the client's publisher account.
    2. BCS App
    3. CPS App
    4. DThe Marin app.
    5. EThe Almighty Google.
  3. 3What should you do first after taking a case in Salesforce?
    1. ACall your mom and tell her.
    2. BE-mail the client.
    3. CChange the Status to 'In Progress'.
    4. DClose the case.
  4. 4What are the different methods by which a case can be submitted or submitted for a client? (check all that apply)
    1. AThe 'Ticket' button in the Resolution Center.
    2. BChat.
    3. CPhone.
    4. DVoicemail.
    5. ESmoke signals.
    6. FE-mailing gs_support@marinsoftware.com.
  5. 5Assuming no wireless headset, what should you always remember to do if you need to step away from your desk temporarily? (check all that apply)
    1. AChange Five9 status to any 'Not Ready' option.
    2. BTurn off 'Auto Assign' in Bomgar.
    3. CBuy everyone a round.
    4. DLog out of your desk phone.
    5. ELog out of Five9 and Bomgar.
  6. 6What does the CID Watchlist column/field mean, in Salesforce?
    1. AIt lets you know which customers are troublemakers.
    2. BIt lets you know it is a top priority case to be picked up before all other cases.
    3. CIt lets you know the CID is part of another list of CIDs in danger of non-renewing their contracts.
  7. 7What do you do if you see an error or typo in a Marin help article?
    1. ATattle on eLearning.
    2. BComment directly on the article with your clearly superior version.
    3. CFill out KCS notes in Salesforce and link the Zendesk article.
    4. DIgnore it.
  8. 8Assuming standard configuration, what are the different ways you are informed of an incoming call in Five9? (check all that apply)
    1. AA pop-up box appears.
    2. BThe 'Answer' and 'Reject' buttons flash on the Five9 interface.
    3. CYour headset starts ringing.
    4. DYour desk phone starts ringing.
    5. EYou predict it via psychic powers.
  9. 9For the "Customer Success Center" case record type in Salesforce, what are the mandatory fields to be filled out for INITIALLY CREATING a case?
    1. ASubject.
    2. BContact Name.
    3. CClosure reason.
    4. DClient ID #.
    5. ESymptoms.
  10. 10During a screenshare in Bomgar, what are some extra things you can do with the client?
    1. ADraw on their screen.
    2. BControl their mouse.
    3. CUse a virtual pointer.
    4. DAccess their command shell.
    5. ESend them a file.
    6. FForce them to watch Doctor Who with you.

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Test your Week 1 Knowledge!
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