CYK6 Siebel & WFT

Manual Interactions must be created when the original interaction is incorrect. Interactions are created manually when: (check all that apply)

• You choose the wrong account on a Single-Hit call

• The interaction is an e-mail or e-Chat.

• There is a need for additional notes

• You choose the wrong account on a Multi-Hit call

Flags that are located on the _____________ apply to the entire account, not just the service account.

• Customer Account applet.

• Customer history.

• Case History.

• Call routing history

In the Customer Account Applet there can be multiple Service Accounts associated with the____________. For example, a customer could have a DSL account and an IPTV account.

• BTN

• CTN

• POTS

An integrated customer relationship management application used to access customer accounts in the 9 state SE region and document the customer’s call. It tracks customer information and technical troubleshooting history for each account. This definition defines _______:

• Siebel

• CRM

• WFT

• OPUS

Every time you have contact with a customer, you use Siebel to ________, __________, and ________. (check all that apply)

• Search for a customer.

• View customer history

• Create a ticket.

• Search for call routing history.

It is mandatory that you use _______ as you troubleshoot the call. This provides consistencyand gives you the information you need to successfully assist the customer until you reach resolution for all of the customer’s issues.

• Siebel

• CRM

• Opus

• WFT

This screen shows the Workflow Tool screen and parts.

• Issues

• Case History.

• Connectivity.

• Close flow.

The ___________ lets you view and edit customer information.

• Service Account applet

• Customer Account applet.

• Account Management applet.

The best and only method to use to resolve customer issues quickly. This definition defines _______:

• Issues

• Case History.

• Notes.

• Problem Codes.

Use ____ to choose the issue and follow the steps until you are ready to wrap-up and close the Case/Trouble Ticket.

• Siebel

• Opus

• CRM

• WFT