CRM Quiz

You receive a case regarding a bounce-back email, and you attempt to contact and leave a voicemail. Which of the following are the correct actions in managing this case? (Select all that apply)

• Keep the first response sent as "No" and resolve the case.

• Ensure the subject and type fields are filled in.

• Flick the first response sent to "Yes", update the phone call note then resolve the case.

• Cancel the case since we are unable to contact them.

Answer explanation

Page 130

If you are canceling a case, are the "subject" and "type" fields required?

• Yes

• No

• Only the "subject" field required, "type" field is not required.

Answer explanation

Page 130

You received a case from a member wanting to manage their group registration for the AHRI Elevate HR Conference 2023. Before you allocate this case to the Events team, which would be the best subject for this case?

• Events

• Registration

• Conference

• Other

Answer explanation

Page 101

What are the minimum requirements for creating a new contact?

• First name, Last name, Email, Mobile phone

• Last name, Parent account, Email, Mobile phone

• First name, Last name, Email, Date of Birth

• First name, Mobile phone

Answer explanation

Page 14

Your role may require you to delegate cases to other team members who are best suited to respond. Select the essential steps in the Cases Delegation process. (Select all that apply)

• Creating a contact profile if one does not exist.

• Ensuring the correct Contact is assigned.

• Adding the Subject and Type

• Completing the 'Identify' stage of the workflow.

Answer explanation

Page 91

When a case is created with the contact as "Unassigned Case", what are the possible actions you should take? (Select all that apply)

• Replace the "Unassigned Case" to "AHRI Enquiries"

• Find the contact within the CRM record.

• Create a new contact record if no existing record found.

• Remove the "Unassigned Case" from the customer's field and leave it blank.

Answer explanation

Page 104

Which is the correct Case workflow.

• Research, Identify, Resolve

• Identify, Research, Resolve

• Resolve, Research, Identify

• Identify, Resolve, Research

Answer explanation

Page 86

You receive a blank voicemail case, what are the recommended courses of action? (Select all that apply)

• Return the phone call and assist them with their inquiry.

• Assign the case back to the Service queue.

• Once contacted, update the correct contact record or create a new record.

• No action needed as there was no information. Cancel the case.

Answer explanation

Page 125

If you are unable to transfer a call to another team i.e. Events or Student Support, and need to create a call back request, what is the recommended process?

• Send a message via Teams.

• Create a "Case" and assign it to the specific team/person.

• Find out the team's availability and contact the caller again, then connect them.

• Create a 'Task' and assign it to the specific team/person.

Answer explanation

Page 128

What qualifies as a sales lead? (Select all that apply)

• Interested in Sponsoring an event.

• Interested in Cert IV enrollment.

• Interested in Corporate Training.

• Wanting to speak about or share product details.

Answer explanation

Page 142