Chap 9 - 10: Sale force automation and Service automation

SFA is the application of computerized technologies to ............… in the achievement of their work related objectives.

• 1. support sales people 

• 1. support sales management

• 1. None of them are correct

• 1. Both of them are correct

Business Interfaces for JD EnterpriseOne and Oracle Sales Cloud brings together the sales force automation of the Sales Cloud with the power of JD backend functionality.

• TRUE

• FALSE

Benefits from SFA for Sales managers is shorter sales cycles, more closing opportunities, higher win rates.

• 1. TRUE 

• 1. FALSE

How many ways can users access SFA solutions?

• 1

• 2

• 3

• 4

Sales forecasting is SFA tools for sales people

• 1. TRUE

• 1. FALSE

What does IVR stand for?

• Interactive Voice Response

• Integrated Video Recording

• Intra-Vehicular Radio

• Internet Virtual Routing

 How many key technological elements of Service Automation?

• 2

• 3

• 4

• 5

Case management is also known as incident management and issue management.

• TRUE

• FALSE

What are the benefits from service automation?

• Enhanced service efficiency 

• Greater service agent productivity 

• Better agent work experience

• All of the above answers

Escalation happens when a customer support representative sends a customer’s contact details to a junior agent.

• TRUE

• FALSE