Week 2

What do you use Salesforce for ?

• Internal and external communication ( call ,email ,comments,ect..)

• All external communication

• To book flights, hotel ,cars and trains.

• All internal communication

First thing you do when you strat working on a case in Salesforce?

• Fill in any missing contact details.

• Click on "Assign to me"

• Reply to the customer as soon as possible.

• Type in a comment saying that you are now the case owner.

In salesforce ,where do you go to close a case?

• Case details tab

• Contact details tab

• Activity/communication tab

• Related case tab

In salesforce, what colors represent the levels of priority (SLA)?

• Amber ,pink, red ,black

• Green , yellow , red, black

• Green , amber ,grey , black

• Green, amber , red ,black

As a TC I am allowed to communicate customer full credit card details via email ?

• Yes

• No

What products may require approval?

• Low cost flights

• Car hire

• Non-refundable hotels

• Schedule air and hotel

In Egencia website ,what does the red flag mean?

• Prepayment is required

• Out of policy (OOP) product

• Booking that product is strictly forbidden

• Form of payment not inserted

In the website (customer profile) under what tab can a user role be changed ?

• Arranger and approve

• Account settings

• Personal information

• User associations

Approvers can approve trips via...

• Email link , website, app

• Email link ,app

• Email link only

• Website only

TC can approve trips on behalf of the customers if...

• Approval is given by phone

• Approval is given in written

• Approval is given by phone and security questions are answered correctly

• Approval is in written and email address is linked to the approvers profile