CEC and Tenfold

Select all the components that are built into the Customer Engagement Center (CEC).

• Internal Visibility Portal (IVP)

• Knowledge Base

• Case Handling

• News & Service Briefings

Setting up Details and Preferences is not necessary to optimize and personalize CEC.

• True

• False

The Address Book in CEC is only populated with addresses manually entered by users.

• True

• False

Select all the components of the Utility Bar in CEC.

• Notes

• My Open Cases

• ups.com

• History

• Omni-Channel

Select all the components in the "I Want To…" section of CEC.

• Set details and preferences

• Void a case

• Schedule a pickup

• Escalate the case

• Close the case

Tenfold can gather data from the customer call and match it to existing CEC contacts.

• True

• False

You should log in to Tenfold before CEC is launched.

• True

• False

What are the possible outcomes when Tenfold searches CEC for an existing contact that matches the caller's phone number?

• No Match Found

• Multiple Contacts Found

• Invalid 1Z

• One Contact Found

Notes entered into Tenfold after opening the case will not be automatically transferred to the case description field.

• True

• False

Select all the Shipment Identifiers.

• Tracking Number

• Delivery Notice number

• Claim Number