2843298
Descrição
Quiz por Amanda Parkins, atualizado more than 1 year ago
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Criado por Amanda Parkins
mais de 9 anos atrás
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Questão 1
Questão
True or False - It is possible to have several representatives assisting in the same chat.
Responda
- True
- False
Questão 2
Questão
Where would we go if we want to force a download of publisher data into the application for a client?
Responda
-
From the client's publisher account.
-
CS App
-
PS App
-
The Marin app.
-
The Almighty Google.
Questão 3
Questão
What should you do first after taking a case in Salesforce?
Responda
-
Call your mom and tell her.
-
E-mail the client.
-
Change the Status to 'In Progress'.
-
Close the case.
Questão 4
Questão
What are the different methods by which a case can be submitted or submitted for a client? (check all that apply)
Responda
-
The 'Ticket' button in the Resolution Center.
-
Chat.
-
Phone.
-
Voicemail.
-
Smoke signals.
-
E-mailing gs_support@marinsoftware.com.
Questão 5
Questão
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)
Responda
-
Change Five9 status to any 'Not Ready' option.
-
Turn off 'Auto Assign' in Bomgar.
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Buy everyone a round.
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Log out of your desk phone.
-
Log out of Five9 and Bomgar.
Questão 6
Questão
What does the CID Watchlist column/field mean, in Salesforce?
Responda
-
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.
-
It lets you know the CID is part of another list of CIDs in danger of non-renewing their contracts.
Questão 7
Questão
What do you do if you see an error or typo in a Marin help article?
Responda
-
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.
-
Ignore it.
Questão 8
Questão
Assuming standard configuration, what are the different ways you are informed of an incoming call in Five9? (check all that apply)
Responda
-
A pop-up box appears.
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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.
Questão 9
Questão
For the "Customer Success Center" case record type in Salesforce, what are the mandatory fields to be filled out for INITIALLY CREATING a case?
Responda
-
Subject.
-
Contact Name.
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Closure reason.
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Client ID #.
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Symptoms.
Questão 10
Questão
During a screenshare in Bomgar, what are some extra things you can do with the client?
Responda
-
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.
Questão 11
Questão
What impact does the Priority field have, in Salesforce? (check all that apply)
Responda
-
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.
Questão 12
Questão
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)
Responda
-
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.
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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.
Questão 13
Questão
What are the two ways clients can submit customer surveys to the CSC?
Responda
-
After a case is closed in Salesforce
-
A callback survey through Five9.
-
After closing a chat / screenshare in Bomgar.
-
Via Amazon drones.
Questão 14
Questão
If customers go to 'help.marinsoftware.com', what determines whether your name is displayed within the list of representatives?
Responda
-
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.
-
Some manner of sorcery.
Questão 15
Questão
What happens to all cases at the end of the work week?
Responda
-
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.
-
Nothing.
-
They get handed off to the next region (APAC) for handling.
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