Case Categorization & Taking Notes

This is very important in helping Shutterfly identify trends and needs. It's the backbone for successful marketing, service, and sales for the Shutterfly website.

• Case Categorization

• Quick Text

• Macros

• Photobook Creation Path

Notes are required for ALL customer contacts using the Log A Note field in Service Cloud. What is the article number for this process in Salesforce Knowledgebase?

• 2584

• 3100

• 2511

• 1607

For order related calls notes should be added to 2 main areas. (Select ALL that apply)

• Log a note (Salesforce)

• Promotions Calculator tab

• Customer Notes (CS Tool)

• Balances tab

A quality note is made up of multiple concise, descriptive phrases. EVERY note should include 3/4 of the following. (Select ALL that apply)

• 1. Reason for the contact.

• 1. What actions were taken & Any promises that were made.

• 1. What accommodations were provided. /

• The customers emotions.

We should Never capture sensitive information in our case notes.

• Examples: Credit Card Number, Banking Information, etc.

• True

• False

• Verification failed or non-account holder notes MUST include account name, name provided, and general info discussed.

• True

• False

Specialty Flow "Additional Details'  fields should include any extra details not already in  the Log A Note Entry such as... (Select ALL that apply)

• Item sizes

• Project details

• Justifications for requests

• What was happening when the issue was experienced

NEVER check the Feedback Checkbox when feedback is provided by a customer.

• True

• False

Give 2 examples of a customer feedback that would warrant an agent to check the 'Feedback' box in the 'log a note' tab via Salesforce.

Notes in Salesforce are used by our .... to solve or prevent repetitive issues.

• Production Quality Team and technical teams

• BPO Escalations

• Operations team

• Quality and Communications team