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Q 1/11
Score 0
What is the primary purpose of creating a new case?
60
To document interactions with customers so everyone is on the same page.
To divide work among everyone equally.
To add extra work and tedious tasks and make working here not-so-fun :-(
In order to ensure we all know a customer's contact information.
Q 2/11
Score 0
When a driver is stuck at the station, what is the first few things you do?
120
Ask the driver why they're being declined and then call fleet manager to confirm they are their driver.
Ask for card number and expiration date, the security question, then go to account in salesforce and click "create new case" and "customer issue" and then "save and close" to get you to the appropriate fill in screen.
Ask for card number and expiration date, and then hang up.
Ask for card number and expiration date, automatically override the next transaction.
11 questions
Q.
What is the primary purpose of creating a new case?
1
60 sec
Q.
When a driver is stuck at the station, what is the first few things you do?
2
120 sec
Q.
Every time you click "send closed case email to contact" you need to...
3
120 sec
Q.
After you insert all the information in the case that doesn't require transferring to another Customer Service Rep, if everything has been completed on your end you need to be sure to...
4
120 sec
Q.
When answering an email case, if a driver calls in, you need to...
5
120 sec
Q.
Which areas should you review in a case email to ensure you have considered all information?
6
120 sec
Q.
When you check the "public" box, this means...
7
120 sec
Q.
Canned comments are to be used for...
8
120 sec
Q.
Be sure to ALWAYS check ________ when sending a public email comment.
9
120 sec
Q.
What's the quickest way to fill in an entire case?
10
120 sec
Q.
RETRO QUESTION: How many points should you sort through in order to learn everything you need to know about a case?
