Week 1 Training Knowledge Check

Question 1

Question

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

Answer

True
False

Question 2

Question

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

Answer

From the client's publisher account.
CS App
PS App
The Marin app.
The Almighty Google.

Question 3

Question

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

Answer

Call your mom and tell her.
E-mail the client.
Change the Status to 'In Progress'.
Close the case.

Question 4

Question

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

Answer

The 'Ticket' button in the Resolution Center.
Chat.
Phone.
Voicemail.
Smoke signals.
E-mailing gs_support@marinsoftware.com.

Question 5

Question

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)

Answer

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

Question

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

Answer

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

Question

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

Answer

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

Question

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

Answer

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

Question

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

Answer

Subject.
Contact Name.
Closure reason.
Client ID #.
Symptoms.

Question 10

Question

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

Answer

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

Question

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

Answer

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

Question

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)

Answer

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

Question

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

Answer

After a case is closed in Salesforce
A callback survey through Five9.
After closing a chat / screenshare in Bomgar.
Via Amazon drones.

Question 14

Question

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

Answer

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

Question

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

Answer

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

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	Created by Amanda Parkins over 6 years ago