DL - Back office tickets

What must we verify from the customer’s proof of purchase (select all that apply)?

• Date of Purchase

• Description of the machine purchased

• Retailer name

• Verify retailer is an authorized retailer

We own and follow up on every ticket we are working on.

• True

• False

We use what email template to inform the customer they can take their machine to the Service Center?

• Delonghi Repair Device

• Bates Repair

• DLS Template

• C4C Template

What status do we place the ticket on after sending the repair confirmation to the customer?

• In-process

• Customer Action

• Completed

• Follow-up

We must thoroughly read through the internal memos from the ticket and check for the customer profile for possible duplicate tickets.

• True

• False

We must create a ______ in the main ticket to communicate with the Service Center?

• Email

• Phone Call Ticket

• Delivery Ticket through Delonghi.co

• Sub-ticket

What is the name of the system we use to process replacement orders for the customer?

• C4C

• Salsify

• SAP

• Bates

What is the name of the system in which we process a repair request?

• Cockpit

• Bates

• Adyen

• C4C

What Tab do we select in SAP to locate the quote information for After Sales customers?

• Vendor

• GR

• Cust.

• Plant

To process a repair request in BATES, we must “Add a NEW Repair order.”

• True

• False