WorksheetsSalesforce and TotalView
Total questions: 19
Worksheet time: 14mins
In the 'Schools' tab in TV, you can find classroom assignments, course titles and teachers names
True
False
What will Knowledge Base (KB) articles include?
School Admin phone numbers
Answers to Security Questions
Troubleshooting steps to take in order to resolve the caller's issue
A list of Service Requests
In order to get back to the search options from an account, you have to click 'Toggle Search Pane' in the top right-hand corner.
True
False
What do we NOT use Salesforce for?
Documenting every call we receive
Looking at knowledge base articles
Reassigning cases to Supervisors
Finding the answer to the LC's password reset question
Where do we find the Student ID for a particular student?
Salesforce
TotalView
On the Account level, you can see all of the Cases that were created by all of the contacts in a Family.
True
False
Account Names look like LastName 8885556868 (phone number)
True
False
What are CCTS guidelines?
Information pertaining to a specific family
Information about each school and how we support them
Articles that include troubleshooting steps and answers to common questions
Records documenting the interactions between the callers and CCTS.
CCTS Support Guidelines will provide information about computer eligibility for each school.
True
False
The Student Search tab in TV will allow you to search students enrolled in a virtual academy ONLY.
True
False
What information can NOT be found in the Customer Details and Accounts tab in TV?
Computer Eligibility
Identity ID
Student ID
OLS UN/PW
K12 ships to street addresses ONLY
True
False
What is the ONLY way you can sign in to a student's account?
Going to K12.com and using their username and password
You are not allowed to sign in to a student's account
Using the "log in as..." option in the Customer Details section of TV
What information can you find in the Schools tab in TV?
Name of school the student attends
Registration Status
Enrollment Status
All of the above
When looking for a specific contact, we should always start by looking at the account level in Salesforce
True
False
Courses need to have both an ADDED and MODIFIED date in order to be integrated in to the OLS.
True
False
What can we find in the 'Hardware' tab inside of TV?
Computer Eligibility
Serial Numbers
Shipping Status
All of the above
If hardware has a shipping status of 'Pending Return' it means:
The student has returned the hardware
The student has the hardware
We are waiting for the student to return the hardware
We use Sales Orders and Fulfillment History in TotalView
True
False
