2843298
Descripción
Test por Amanda Parkins, actualizado hace más de 1 año
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Creado por Amanda Parkins
hace más de 9 años
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Pregunta 1
Pregunta
True or False - It is possible to have several representatives assisting in the same chat.
Respuesta
- True
- False
Pregunta 2
Pregunta
Where would we go if we want to force a download of publisher data into the application for a client?
Respuesta
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From the client's publisher account.
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CS App
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PS App
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The Marin app.
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The Almighty Google.
Pregunta 3
Pregunta
What should you do first after taking a case in Salesforce?
Respuesta
-
Call your mom and tell her.
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E-mail the client.
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Change the Status to 'In Progress'.
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Close the case.
Pregunta 4
Pregunta
What are the different methods by which a case can be submitted or submitted for a client? (check all that apply)
Respuesta
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The 'Ticket' button in the Resolution Center.
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Chat.
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Phone.
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Voicemail.
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Smoke signals.
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E-mailing gs_support@marinsoftware.com.
Pregunta 5
Pregunta
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)
Respuesta
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Change Five9 status to any 'Not Ready' option.
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Turn off 'Auto Assign' in Bomgar.
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Buy everyone a round.
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Log out of your desk phone.
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Log out of Five9 and Bomgar.
Pregunta 6
Pregunta
What does the CID Watchlist column/field mean, in Salesforce?
Respuesta
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It lets you know which customers are troublemakers.
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It lets you know it is a top priority case to be picked up before all other cases.
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It lets you know the CID is part of another list of CIDs in danger of non-renewing their contracts.
Pregunta 7
Pregunta
What do you do if you see an error or typo in a Marin help article?
Respuesta
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Tattle on eLearning.
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Comment directly on the article with your clearly superior version.
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Fill out KCS notes in Salesforce and link the Zendesk article.
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Ignore it.
Pregunta 8
Pregunta
Assuming standard configuration, what are the different ways you are informed of an incoming call in Five9? (check all that apply)
Respuesta
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A pop-up box appears.
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The 'Answer' and 'Reject' buttons flash on the Five9 interface.
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Your headset starts ringing.
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Your desk phone starts ringing.
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You predict it via psychic powers.
Pregunta 9
Pregunta
For the "Customer Success Center" case record type in Salesforce, what are the mandatory fields to be filled out for INITIALLY CREATING a case?
Respuesta
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Subject.
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Contact Name.
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Closure reason.
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Client ID #.
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Symptoms.
Pregunta 10
Pregunta
During a screenshare in Bomgar, what are some extra things you can do with the client?
Respuesta
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Draw on their screen.
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Control their mouse.
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Use a virtual pointer.
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Access their command shell.
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Send them a file.
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Force them to watch Doctor Who with you.
Pregunta 11
Pregunta
What impact does the Priority field have, in Salesforce? (check all that apply)
Respuesta
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It assists in fostering an impending sense of doom.
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It alerts potentially critical issues happening with the application or for a client.
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It determines the case's position in the queue.
Pregunta 12
Pregunta
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)
Respuesta
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The representative is ready to take auto-assigned chats if they are Green.
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The representative is ready to take auto-assigned chats if they are Red.
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The representative is logged out if they are Red.
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The representative is currently on a chat if they are Red.
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It indicates the representative's preferred Christmas color.
Pregunta 13
Pregunta
What are the two ways clients can submit customer surveys to the CSC?
Respuesta
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After a case is closed in Salesforce
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A callback survey through Five9.
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After closing a chat / screenshare in Bomgar.
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Via Amazon drones.
Pregunta 14
Pregunta
If customers go to 'help.marinsoftware.com', what determines whether your name is displayed within the list of representatives?
Respuesta
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By being logged into the Bomgar client.
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By being logged into 'help.marinsoftware.com/login'
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By ensuring 'Showing on Representative List' is checked, within Bomgar.
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Some manner of sorcery.
Pregunta 15
Pregunta
What happens to all cases at the end of the work week?
Respuesta
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They get deleted.
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They are changed to the status "Handoff to Weekend"
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The last person in the office takes all of them on and gets flexing/boasting rights for the following week.
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Nothing.
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They get handed off to the next region (APAC) for handling.
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