Track each student's skills and progress in your Mastery dashboards
If you are logging a case in Salesforce for an issue with a resident lock, what is the best Support Product?
If you have to escalate a case to Tier 2, what queue would you change the case owner to?
If you are escalating a case to Tier 2 for an issue that prevents any of the property staff from logging into the Management App, what is the appropriate priority level to use?
What is the appropriate priority level to use for an issue that has a valid workaround but should still be fixed?
True or False? If you are escalating a case to Tier 2, it is important to include specific details in the description including what troubleshooting was attempted and what the results were.
True or False? It is important to identify which property the caller is calling from.
True or False? When you close a case you will need to manually send an email to the client in order to send them the resolution information.
If you use multiple KCS articles to solve a client's issue...
When you paste resolution steps from a KCS article into the resolution...
If a client is having an issue with a resident lock, it is important to include the lock name / unit number in the description.
If a specific fob is unable to work with locks but other fobs are working successfully, what information would be the most important to document?