SALEFORCE XD

Is there a place to find information about a previous contact? What is the name?

• the Omnichannell box un Saleforce

• The account page in Salesforce

• Property details in EPC

• On their email

What is the option we select when we need to transfer a case that we can not assist?

• Reclassify

• Sequential

• Misroute

• CTI

Since partners have Help and Support to know how to make any process, on Saleforce WE have:

• Knowledge Base

• CTI

• Omnichannell

• Avaya

To route a case to another department in SF we must select a:

(a)  

If you can not assist a case after performing BTS and making the right investigation, and YOU still need to provide a resolution to the partner we create:

• A sequential case or child case

• Another account

• Another call

Is it true that we can reach out to an Market Manager by email or slack?

• True

• False

When we receive a case that we can assist but we need more information or help from another team, you...

• Use misroute case escenario to transfer the case completely

• Use case management in SF to create a child case to request assistant to another team

• Close your case as duplicate

• Clone your original case with the right post comments

What type of cases we receive as LPA agents:

• Guest complains

• Lodging financial support - rates and inventory

• Geography

• Guest reservations - rates and inventory