Salesforce (AMT)

Salesforce (AMT)

A tool which provides customer relationship management service that enables the Company to connect with the Clients.

Channels

• Facebook

• Telegram

• Twitter

• Help Center

• Email ([e-mail])

Multiple Choice

It is a tool in Salesforce which automatically delegates cases to Account Officers and Client Services Associates.

• Round Robin

• Omni Channel

• Macros

• Automations

Omni Channel Status

• Online

• Busy

• Break

• Lunch

• Meeting

• Wrap Up

• Log Out

Color Coding of Work Status

• Green - Available

• Orange - Busy

• White - Offline

Multiple Choice

If an employee’s status is Available, the system automatically adds __ production queues.

• 2

• 3

• 4

• 5

Multiple Choice

The employee must ensure that the accurate work status is reflected in Omni Channel at all times.

• True

• False

Case Status

• Tickets have corresponding statuses in order to properly track the actions to be taken on the Client’s concern. 

• AMT uses these case status: New, Open, Pending, On-Hold, and Solved.

Multiple Choice

This status correspond to a newly submitted ticket.

• New

• Open

• Pending

• On Hold

• Solved

Multiple Choice

This status is used to let the AO/CSA know that the Client already replied.

• New

• Open

• Pending

• On Hold

• Solved

Multiple Choice

This status is used when the AO/CSA is waiting for the client's response.

• New

• Open

• Pending

• On Hold

• Solved

Multiple Choice

This status means that the issue or request of the client has been raised to other business units.

• New

• Open

• Pending

• On Hold

• Escalated

Multiple Choice

This status indicates that the client's concern/request was answered/completed.

• New

• Open

• Pending

• On Hold

• Solved

Multiple Choice

This status, although not used by the AO/CSA, is automatically chosen by the system if a case has been Solved for 7 business days.

• Closed

• Open

• Pending

• On Hold

• Soved

Case Details

• Subject

• Case Owner

• Description

• Category

• Priority

• Type

Subject

• Entered by Client from the Customer Support Center

• Must be edited by the employees: Account Verification, Premium Upgrade, Partner Upgrade, 2FA Deactivation Request, etc..

Case Owner

• Employee assigned to handle the case

• In case the case must be transferred, the case owner must be changed correspondingly.

Description

• Details of the case/issue entered by the Client.

Category

• Entered by Client from the Help Center.

• This is used to track all cases in Salesforce to monitor all questions or emails submitted by the Clients.

Multiple Choice

For cases related to account verification, premium, and partner upgrade requests, this category must be chosen.

• Account Upgrade

• Account Management

• Two-Factor Authentication

• Getting Started

Multiple Choice

For cases related to account deletion, account locked, account for EDD, email amendment, this category must be chosen.

• Account Upgrade

• Account Management

• Security

• Getting Started

Multiple Choice

For cases related 2FA deactivation, this category must be chosen.

• Account Upgrade

• Account Management

• Two- Factor Authentication (2FA)

• Security

Multiple Choice

What category do you use for duplicate accounts?

• Account Upgrade

• Account Management

• Duplicate Accounts

• Security

Multiple Choice

If a case is to be transferred to CST, do you need to update the case category?

• Yes

• No

• You can but not necessary.

Multiple Select

To summarize, choose ALL the categories AMT uses.

• Account Management

• Account Upgrade

• Two-Factor Authentication

• Getting Started

• Security

Priority

• There are four values for priority: Low, Medium, High, and Critical.

• This is used to determine the gravity of the client's concern and/or request.

Multiple Choice

This is the standard priority for the Account Management Team.

• Low

• Medium

• High

• Critical

Type

• There are four values for type: Question, Incident, Problem, and Feature Request.

• This helps us categorize cases which we can use in our workflow.

Multiple Choice

This is the standard case type for Account Management Team.

• Question

• Incident

• Problem

• Feature Request

Case Feed

• Email

• Post

Email

• Message to be drafted and sent to the Client

• Email thread can also be viewed in this tab

Post

• Internal comments entered by the case owner

Multiple Choice

It is important to leave a Post or internal note to record the progress of a case eg Account verified at XXXX, 2FA Deactivation Request Done.

• True

• False

New Task

• Reminders entered by the case owner

• Appears in home view

Multiple Choice

You click this tab to check the documents sent by the client and/or all the previous cases submitted.

• Feed

• Related

• History

• Knowledge

• Files

Multiple Choice

You click this tab to check all our FAQ articles.

• Feed

• Related

• History

• Knowledge

• Files

Multiple Choice

You click this tab to check the history and development of the case.

• Feed

• Related

• History

• Logs

• Files

Case Merging

Multiple Choice

If there are multiple concerns by different Clients, the cases MUST be merged.

• True

• False

Multiple Choice

If there are multiple concerns by the same Client, and the other cases are already closed, the cases MUST NOT be merged.

• True

• False

Multiple Choice

The duplicate cases must be merged to the most recent case.

• True

• False

Used Cases

Multiple Choice

You need to choose this status in Omni Channel to receive pending cases in the AMT queue.

• Available

• Working on Emails

• Offline

• Checking KYCs

Multiple Choice

If a case is already endorsed to Compliance for the final assessment of the Premium Upgrade request, the status should be updated to ____?

• Escalated

• Pending

• On Hold

• Solved

Multiple Choice

If a case is already endorsed to Fjordz for account deletion and will take 30 days to be completed, the case status should already be updated to ___?

• Escalated

• Pending

• On Hold

• Solved

Multiple Choice

If a case is to be transferred to CST, what case status do you use?

• New

• Open

• Pending

• On Hold

Multiple Choice

If a case is to be transferred to CST, aside from changing the status, you need to update this to be transferred to their queue and assigned by Omni Channel.

• Case Owner

• Category

• Status

• Priority