WorksheetsCSA Challenge
Total questions: 20
Worksheet time: 24mins
When performing online deduplication in Salesforce, which of the following criteria is/are required to be input into the system in order to find the duplicate record?
First Name + Last Name + Email
First Name + Last Name + ID Type + ID Number
First Name + Last Name + Any contact
First Name + Last Name + Mobile number only
What does the last digit number in MyKad means?
Gender (Odd no - Male, Even no - Female)
Gender ( 0 - 5 - Male, 6 - 9 - Female)
Gender ( Odd no - Female, Even no - Male)
Meaningless
What does CSI stands for?
Customer Satisfaction Index
Customer Service Index
Company Service Index
Company Satisfaction Index
Which of the following is the mandatory field under lifestyle information during data creation?
Marital Status
Hobby
Occupation
Monthly Income
Which of the following process need to be carried out by service receptionist when performing Service Reception?
Receive and greet customer
Open workshop Pre-WIP
Call customer 2-3 hours after missed appointment
Conduct walk around vehicle inspection
Which of the following question is not being asked during 5-star rater survey by IPSOS?
Is your vehicle fixed right at the first time?
How would you rate the Service Quality of the work performed?
How would you rate your experience with the Appointment Scheduling & Vehicle Check-In Process?
How would you rate the Picking Up process of your Mercedes-Benz?
Which of the following are mandatory fields during account creation?
Customer's title
Personal Agreement
Preferred contact method
Preferred language
What is the "passport" question that determine the CSI Score?
Overall service experience with your service advisor
Overall service experience at service centre
Would you recommend the service centre to others?
Would you recommend your service advisor to others?
Which of the following process is/are required during Mercedes me account creation in the Mercedes-Benz website?
Email address verification
Vehicle ownership certificate upload
Add vehicle details with FIN/VIN
Key in vehicle model
Which of the following statement (s) is / are correct for customers who have missed service appointment?
Service receptionist need to call customers 2 - 3 hours after missed appointment
Update WIP status to "No Show"
Keep the WIP open till next rescheduled appointment
Delete the WIP
What is the formula to calculate Net Promoter Score (NPS)?
Promoter – Passive
Promoter - Detractor
Detractor - Promoter
Promoter + Detractor
How is the Customer Service 5-Star rater country ranking being determined for a dealership?
CSI country ranking (70%) + NPS country ranking (30%)
CSI country ranking (90%) + NPS country ranking (10%)
CSI country ranking (70%) + NPS country ranking (15%) + Survey response rate (15%)
CSI country ranking (70%) + NPS country ranking (20%) + Survey response rate (10%)
Mr. Rajan sent his MB C250 for repair on 2nd March 2020. The repair was completed on the 6th March, 2020 and Pro-forma ready on the same day. Customer paid via credit card and collected vehicle on the 10th March, 2020.
When will customer received the 5-star rater survey from IPSOS?
6th March 2020
13th March 2020
20th March 2020
Customer will not receive any survey
Which of the following is the standard format for Corporate Full Name during data creation in Salesforce?
The Manager - Cycle & Carriage Bintang Berhad
The Manager (Cycle & Carriage Bintang Berhad)
The Manager (Aftersales Cycle & Carriage Bintang Berhad)
Wilfrid Foo (Cycle & Carriage Bintang Berhad)
Which of the following statement(s) is/are true when performing data creation in Salesforce?
User are allow to create up to 5 addresses in the master copy
Click on "New account" if prospect search not available
Click on "New account" when prospect search is available
Online deduplication is required to avoid duplication of account for the same customer in the database
Which of the following is the standard format for contact number creation in Salesforce?
019-3299375
60193299375
+60193299375
+6019-3299375
Which of the following field(s) is/are needed to ensure customer received 5-star rater survey from IPSOS?
Personal Agreement marked as "Yes"
Personal Agreement marked as "No"
Vehicle check out but not invoiced in DMS
Vehicle invoiced and check out in DMS
What does Official Import under Vehicle Data means?
Grey import model
CBU model import by MBM
CKD model import by MBM
All model import or CKD by MBM
How many questions need to be answered by customer during 5-star rater survey by IPSOS?
2
5
7
8
Based on the above 5 star rater country result, who is the Champion of SEAward in the country?
Dealer A
Dealer B
Dealer C
Dealer D
