Diagnosis Tier and SFDC Mailbox

Diagnosis Tier and SFDC Mailbox

Professional Development

6 Qs

quiz-placeholder

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Diagnosis Tier and SFDC Mailbox

Diagnosis Tier and SFDC Mailbox

Assessment

Quiz

Other

Professional Development

Easy

Created by

Queue Manager

Used 1+ times

FREE Resource

6 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 5 pts

Starting August 22nd which email we should always use?

CARE.AMER.US.ENT.EN.OMS

/ CARE.AMER.US.COMM.EN.OMS

My Own Email

one.dell.care@dell.com

2.

MULTIPLE CHOICE QUESTION

30 sec • 5 pts

The one.dell.care@dell.com it's a Global Mailbox and you will no longer see the Country Mailboxes.

True

False

3.

MULTIPLE CHOICE QUESTION

30 sec • 5 pts

•If the customer (internal/external) replies to communication initiated by QIM

Will the customer be able to reach us via e-mail?

Yes

No

Answer explanation

By using the one.dell.care@dell.com Mailbox on an existing open case, the response will flow into the existing open case.

4.

MULTIPLE CHOICE QUESTION

30 sec • 5 pts

Why is important Good Text usage in every Delta Dispatch Creation?

Helps our COD investigation to make the right decisions regarding all Incidents

To avoid CV Team Rejections

To avoid a DSAT from Sales

5.

MULTIPLE CHOICE QUESTION

1 min • 5 pts

Choose the Correct Tier

Scenario#1

Per Sales, there was a miscommunication on the needed GB and a 5050 error between Sales and the customer. The customer wants to reorder with the correct 32GB as the 16GB is not enough and wanted a return for a full refund.

Have Changed My Mind Have Changed My Mind No Longer Needed / Wanted Return

Customer Error / Inaccurate Order Request or PO

Sales Provided Wrong Quote/Config/Product/Solution to Cust/OP

6.

MULTIPLE CHOICE QUESTION

1 min • 5 pts

Choose the correct Tier

Scenario#2

The customer made a mistake and sent a PO to the sales team to place orders with Latitudes devices however the customer wants Optiplex. The customer Is requesting a full refund, they already placed the new order with the correct items.

Customer Error / Inaccurate Order Request or PO

Have Changed My Mind Have Changed My Mind No Longer Needed / Wanted Return

Sales Provided Wrong Quote/Config/Product/Solution to Cust/OP