Salesforce

What is the system that we use to capture all interactions with consumers and customers?

• Website

• Facebook

• Salesforce

• Google

This is one portion of Salesforce that allows you to search for any information that is stored in the system.

• Case Details

• Einstein / Global Search

• Local Search

This dropdown will allow you to switch between views from Cases to Quick Cases, Knowledge Base, Dashboard etc.

• Contact View

• Case View

• Overview

What name should we set into a contact if a consumer failed to provide their first and last name?

• Guest Guest

• Consumer Consumer

• Customer Customer

• Name Consumer

What are the 3 Case Record Types that we use in Home Fragrance?

• RM Claim

• Consumer Inquiry

• Salesforce

• Consumer Complaint

TRUE of FALSE: A case must be created for EVERY call.

• FALSE

• TRUE

We use this case record type when a consumer has a general question.

• Consumer Complaint

• Consumer Inquiry

• Repair

The case record type that we use when the consumer has a problem with our product.

• Consumer Complaint

• RM Claim

• Consumer Inquiry

What is the format of the subject that we use for our cases?

• What - Why

• What - Why - Who

• What - Where

We are to use this status if we are waiting on our consumer's response or action.

• Waiting on Internal Data

• Waiting on Consumer

• Pending

• Open