PRE ASSESSMENT

A tool that we use to search for the customer profile, entitlement of the printer?

• Universal Tool

• Microsoft Teams

• CDAX

• Wise

A tool that we use for documentation

• Universal Tool

• CDAX

• Microsoft Teams

• Wise

A tool that we use to generate an email that we can send to our customers.

• Microsoft Teams

• CDAX

• Wise

• IPG EMAIL GENERATIOR

This tool serves as our bible and helps us to look for the troubleshooting steps.

• CDAX

• Microsoft Teams

• Universal Tool

• Wise

Which category of CDAX falls the entitlement of the printer?

• Case Information

• Customer Asset

• Notes Information

• Activities and Customer Transactions

Which category of CDAX falls the sending of email to our customers?

• Case Information

• Customer Asset and Entitlement

• Notes and Information

• Activities and Related Transactions

Which category of CDAX falls the symptom codes?

• Case information

• Customer Asset and Entitlement

• Notes and Information

• Activities and Related Transactions

What is the resolution code if the customer does not agree to pay for upgrade?

• Unresolved Does not agree to pay

• Unresolved Support Fee Declined

• Unresolved Not Entitled for Support

• Unresolved Hardware Fee Declined

What is the resolution code if the customer's printer called regarding ink related concern but uses a non genuine ink cartridge?

• Unresolved Support Fee Declined

• Unresolved Hardware Fee Declined

• Unresolved Not Entitled For Support

• Unresolved No Solution Provided

This is a reference number that we send to our customer prior ending the call?

• IMEI Number

• Order Number

• Plate Number

• Case Number