Fusion Assessment

What channels of communication can we receive within Fusion?

• Calls & Emails

• Calls, Emails & Social Media

• Calls, Emails, Social Media, Webchat

• Calls, Emails, Social Media, Webchat & Webform

You can only receive a case when a call is received within Fusion?

• True

• False

Customer accounts can be auto created by. . .

• Inbound Calls

• Inbound Calls & Emails

• Inbound Calls, Emails & Webforms

• Inbound Calls, Emails, Webforms & Online Orders

On a customer’s account, if the Account Source is ‘E-Commerce’ and the Registration Status is ‘Guest’, the customers account is created by. . .

• The Currys website and they have checked out as a guest

• A Colleague

• The Currys Website and the customer used their Currys account

• Fusion couldn’t determine the creation and auto created a guest account

We have the ability to Merge two customer accounts, if one has been created in error or a duplicate exists?

• True

• False

You can log a customer’s vulnerability within the customer’s account?

• True

• False

Cases are automatically created in Fusion when. . .

• We receive an inbound call or email

• We receive an Inbound call, email or webchat

• We receive an Inbound call, email, webchat or from a webform

• We receive any type of communication from the customer

Customer association takes place on every call?

• True

• False

Where can we leave additional notes on a case?

• Related Tab

• Feed Tab

• Customer Cases Tab

• There isn’t anywhere to leave additional notes 

What needs to be included in the description of the case?

• What the call is about

• What the call is about and what have you done

• How the customer is feeling today

• What you have done