Salesforce Knowledge Check

To which team/queue a resolved Troubleshooting Case should be assigned?

• Specialist

• Support

• Customer Support

• None of the above

What fields are mandatory to use in a Case?

• Tier 1 Category and Tier 2 Sub-category

• Complaint Disposition

• Tier 2 Subcode and Priority

• Assessment Code and Type

• Date when issue happened and issue made aware

What does RMA Stands For?

• Real Madrid Adversary

• Return Meter Authorization

• Return Material Authorization

• Return Malfunctioning Asset

The Potential Medical Cases should always be escalated to the HCP Queue for further review

• True

• False

What are the Case Status options that are mandatory to use with Technical Support Cases?

• Closed

• New

• In progress

• Escalated

The cases that need further investigation when the troubleshooting does not work have to be escalated to which queue?

To create an RMA, what checkbox should be selected?

• Returned Sensor

• RMA's

• Requires RMA

• All of the above

The Sensor and Transmitter should have a product associated with cases that require escalations

• True

• False

When a Sensor is replaced, the RMA is sent to the ...

When a customer requests to be called back, the case should be placed on the Specialist Queue

• True

• False