SALEFORCE XD

SALEFORCE XD

University

8 Qs

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SALEFORCE XD

SALEFORCE XD

Assessment

Quiz

Business

University

Practice Problem

Medium

Created by

Geraldine Pava

Used 1+ times

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8 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

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

2.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

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

Reclassify

Sequential

Misroute

CTI

3.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

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

Knowledge Base

CTI

Omnichannell

Avaya

4.

FILL IN THE BLANK QUESTION

45 sec • 1 pt

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

5.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

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

6.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

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

True

False

7.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

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

8.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

What type of cases we receive as LPA agents:

Guest complains

Lodging financial support - rates and inventory

Geography

Guest reservations - rates and inventory