In One CRM ________ are usually schools but can also be institutions or organizations.

• Contacts

• Accounts

• Cases

• Fields

Where can customers go to fill out the Contact Us Form?

• https://support.pearson.com/getsupport/s/

• https://mlm.pearson.com/northamerica/

• https://beehiveuat-pearsoncommunity.cs100.force.com/getsupport/s/article/Browser-Settings?p=recommended-browser-settings/recommended-browser-settings

A customer contacts us to follow up on a PO (Purchase Order). Is this a valid customer/request for the team?

• Yes

• No

A customer from a K-12 school using a Higher Ed product contacts HE TS needing technical assistance. Is this a valid customer?

• Yes

• No

Changing the _______________________ is required before making any changes on an existing case.

• Case Ownership

• Email Address

• Contact Details

This tab contains the notes, email communications between the customer and agent(s), shared KBs, etc.

• Feed

• Details

True or False: The right hand pane includes some sections including Account, Contact, Cases, etc

• True

• False

A previously CLOSED case can be reopened up to __ days assuming it is for the exact same issue

• 7

• 14

• 21

• 24

If a customer replied via email within 14 days from the time that the case was closed. Then the status of the case will be:

• New

• In Progress

• Waiting On Customer

• Additional Information Received

If a customer does not receive any response from the sales rep, and it has been _ days since the customer filled out the form, let your support know, so we can transfer the case to Faculty Support.

• 3

• 2

• 5