Case

Person authorized to access and use the resources of Service Cloud One CRM

• User

• Owner

• Collaborator

Refers to the user in charge of processing the ticket

• User

• Owner

• Collaborator

Assigning a ticket to another Owner

Assigning a ticket for action to another Service Cloud One CRM user

Maximum number of non-closed tickets in the "My Tickets" user queue

• 20

• 30

• 10

• 15

SLA for Returns and Claims

• 2 business days

• 3 business days

• 5 business days

• 4 business days

Response to a simple request

•  3 business days

•  2 business days

•  1 business day

•  4 business days

SLA for Order processing

• 1 business day

• 4 business days

• 2 business days

• 3 business days

Which of the following queue we don't support?

• EU-CLN: FR – Order T1

• EU-CLN: FR – Quote

• EU-CLN: FR – Customer Service T1

• EU-CLN: FR – Finance T1

Diploma is mandatory for Pearson prodcuts

• True

• False