Salesforce and TotalView

In the 'Schools' tab in TV, you can find classroom assignments, course titles and teachers names

• True

• False

What will Knowledge Base (KB) articles include?

• School Admin phone numbers

• Answers to Security Questions

• Troubleshooting steps to take in order to resolve the caller's issue

• A list of Service Requests

In order to get back to the search options from an account, you have to click 'Toggle Search Pane' in the top right-hand corner.

• True

• False

What do we NOT use Salesforce for?

• Documenting every call we receive

• Looking at knowledge base articles

• Reassigning cases to Supervisors

• Finding the answer to the LC's password reset question

Where do we find the Student ID for a particular student?

• Salesforce

• TotalView

On the Account level, you can see all of the Cases that were created by all of the contacts in a Family.

• True

• False

Account Names look like LastName 8885556868 (phone number)

• True

• False

What are CCTS guidelines?

• Information pertaining to a specific family

• Information about each school and how we support them

• Articles that include troubleshooting steps and answers to common questions

• Records documenting the interactions between the callers and CCTS.

CCTS Support Guidelines will provide information about computer eligibility for each school.

• True

• False

The Student Search tab in TV will allow you to search students enrolled in a virtual academy ONLY.

• True

• False