WorksheetsSalesforce Knowledge Check
Total questions: 10
Worksheet time: 2hrs 40mins
To which team/queue a resolved Troubleshooting Case should be assigned?
Specialist
Support
Customer Support
None of the above
What fields are mandatory to use in a Case?
Tier 1 Category and Tier 2 Sub-category
Complaint Disposition
Tier 2 Subcode and Priority
Assessment Code and Type
Date when issue happened and issue made aware
What does RMA Stands For?
Real Madrid Adversary
Return Meter Authorization
Return Material Authorization
Return Malfunctioning Asset
The Potential Medical Cases should always be escalated to the HCP Queue for further review
True
False
What are the Case Status options that are mandatory to use with Technical Support Cases?
Closed
New
In progress
Escalated
The cases that need further investigation when the troubleshooting does not work have to be escalated to which queue?
(a)
To create an RMA, what checkbox should be selected?
Returned Sensor
RMA's
Requires RMA
All of the above
The Sensor and Transmitter should have a product associated with cases that require escalations
True
False
When a Sensor is replaced, the RMA is sent to the ...
(a)
When a customer requests to be called back, the case should be placed on the Specialist Queue
True
False
