Week 1 Training Knowledge Check

Question 1 of 15

Medal-premium 1

True or False - It is possible to have several representatives assisting in the same chat.

Select one of the following:

  • True
  • False

Question 2 of 15

Medal-premium 1

Where would we go if we want to force a download of publisher data into the application for a client?

Select one of the following:

  • From the client's publisher account.

  • CS App

  • PS App

  • The Marin app.

  • The Almighty Google.

Question 3 of 15

Medal-premium 1

What should you do first after taking a case in Salesforce?

Select one of the following:

  • Call your mom and tell her.

  • E-mail the client.

  • Change the Status to 'In Progress'.

  • Close the case.

Question 4 of 15

Medal-premium 1

What are the different methods by which a case can be submitted or submitted for a client? (check all that apply)

Select one or more of the following:

  • The 'Ticket' button in the Resolution Center.

  • Chat.

  • Phone.

  • Voicemail.

  • Smoke signals.

  • E-mailing gs_support@marinsoftware.com.

Question 5 of 15

Medal-premium 1

Assuming no wireless headset, what should you always remember to do if you need to step away from your desk temporarily? (check all that apply)

Select one or more of the following:

  • Change Five9 status to any 'Not Ready' option.

  • Turn off 'Auto Assign' in Bomgar.

  • Buy everyone a round.

  • Log out of your desk phone.

  • Log out of Five9 and Bomgar.

Question 6 of 15

Medal-premium 1

What does the CID Watchlist column/field mean, in Salesforce?

Select one of the following:

  • It lets you know which customers are troublemakers.

  • It lets you know it is a top priority case to be picked up before all other cases.

  • It lets you know the CID is part of another list of CIDs in danger of non-renewing their contracts.

Question 7 of 15

Medal-premium 1

What do you do if you see an error or typo in a Marin help article?

Select one of the following:

  • Tattle on eLearning.

  • Comment directly on the article with your clearly superior version.

  • Fill out KCS notes in Salesforce and link the Zendesk article.

  • Ignore it.

Question 8 of 15

Medal-premium 1

Assuming standard configuration, what are the different ways you are informed of an incoming call in Five9? (check all that apply)

Select one or more of the following:

  • A pop-up box appears.

  • The 'Answer' and 'Reject' buttons flash on the Five9 interface.

  • Your headset starts ringing.

  • Your desk phone starts ringing.

  • You predict it via psychic powers.

Question 9 of 15

Medal-premium 1

For the "Customer Success Center" case record type in Salesforce, what are the mandatory fields to be filled out for INITIALLY CREATING a case?

Select one or more of the following:

  • Subject.

  • Contact Name.

  • Closure reason.

  • Client ID #.

  • Symptoms.

Question 10 of 15

Medal-premium 1

During a screenshare in Bomgar, what are some extra things you can do with the client?

Select one or more of the following:

  • Draw on their screen.

  • Control their mouse.

  • Use a virtual pointer.

  • Access their command shell.

  • Send them a file.

  • Force them to watch Doctor Who with you.

Question 11 of 15

Medal-premium 1

What impact does the Priority field have, in Salesforce? (check all that apply)

Select one or more of the following:

  • It assists in fostering an impending sense of doom.

  • It alerts potentially critical issues happening with the application or for a client.

  • It determines the case's position in the queue.

Question 12 of 15

Medal-premium 1

What do the red and green icons next to representatives' names in the Bomgar interface mean? (note: look at the TV screen if you do not have this window still in Bomgar)

Select one of the following:

  • The representative is ready to take auto-assigned chats if they are Green.

  • The representative is ready to take auto-assigned chats if they are Red.

  • The representative is logged out if they are Red.

  • The representative is currently on a chat if they are Red.

  • It indicates the representative's preferred Christmas color.

Question 13 of 15

Medal-premium 1

What are the two ways clients can submit customer surveys to the CSC?

Select one or more of the following:

  • After a case is closed in Salesforce

  • A callback survey through Five9.

  • After closing a chat / screenshare in Bomgar.

  • Via Amazon drones.

Question 14 of 15

Medal-premium 1

If customers go to 'help.marinsoftware.com', what determines whether your name is displayed within the list of representatives?

Select one of the following:

  • By being logged into the Bomgar client.

  • By being logged into 'help.marinsoftware.com/login'

  • By ensuring 'Showing on Representative List' is checked, within Bomgar.

  • Some manner of sorcery.

Question 15 of 15

Medal-premium 1

What happens to all cases at the end of the work week?

Select one of the following:

  • They get deleted.

  • They are changed to the status "Handoff to Weekend"

  • The last person in the office takes all of them on and gets flexing/boasting rights for the following week.

  • Nothing.

  • They get handed off to the next region (APAC) for handling.

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Week 1 Training Knowledge Check

Amanda Parkins
Quiz by , created over 1 year ago

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Amanda Parkins
Created by Amanda Parkins over 1 year ago
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