CONNEX CONSOLIDATION

When creating a new case for a customer, what tab do we use to do this?

• Connex home

• Create a profile

• New Customer Contact

• My open cases

If the Customer sets up a JL account what profile would this be?

• Online

• Branch Only

• Primary

• Secondary

When creating a case what information must we capture?

• Date the case was opened

• The branch the case was opened in

• CR/Order number

• Third party details

Why is it important we choose the correct drop downs when assigning a case?

• To tell the next Partner what action to take

• So that we know which department is at fault

• To ensure the Case goes to the best team to resolve it

• To let the Customer know who is dealing with the query

What is the Additional Information section used for when creating a case?

• If the customer prefers to be contacted via email

• To add delivery instructions

• To provide notes on the order

• To ask a Particular Partner to contact the Customer

The Customer promise & Internal action are the two activity types to choose from ... true or false?

• True

• False

Where do you access the departments SLA`s?

• Manager

• Comms

• Connex home

• Connex cases

To see any previous contact history we need to look at what?

• Comments

• Activity description

• Case details

• Completed activities

Once a case is resolved and ready to close what do you click to action this? ( 2 Answers )

• Pencil

• Next Action

• Close

• Log a call

When closing a complaint case what information must you provide?

• Customers complaint history

• Customers contact number

• Any Goodwill given

• Your HM number