WorksheetsWeek 4
Total questions: 20
Worksheet time: 10mins
Scott can arrange trips for everyone , his role is ?
Arranger
Approver
Self booker
Flexible arranger
Rosita Cannot finish her booking without the approval of Zila .Witch is Zilas Role ?
Arranger
Approver
Selfbooker
Guest traveler arranger
Alex can change the role of other users .Hi role is ?
Flexi arranger
Delegate approver
Manage user
Arranger
Do the cost centers help the companies to allocate their costs?
No
Yes
Select the prepaid Hotel rate
Private hotel rate
Egencia hotel collect rate
ESR (Expedia special rates)
Published Rate
If a client calls complaining about the quality of a service of one of our providers .What can you do ?
Promise them compensation
Raise a CRT form /Case
Call the provider to claim on the the behalf of the client
Don't take any action the booking is already finished
Whet product is an instant purchase?
Hotel
Train
Low cost carrier
Scheduled airline
A customer calls you to amend his hotel booking from a king size to two standard ones .What kind of change is that ?
Hard change
chargeable change
Soft change
Instant change
You are booking a flight for you customer and adding extra luggage. Would you charge 2 transaction fees?
Yes
No
What profile would you use ? Thomas called ( Arranger ) to make a reservation for Pablo (Traveler) .
Thomas
Pablo
What profile would you use ? Angy ( Self-booker only ) Called to make reservation for herself and Daniel ( Guest)
Angy
Daniel
Not permitted
What profile would you use ? Gema ( Flexible arranger) called to make a reservation for Daniel ( Traveler)and Susan (Guest)
Gema
Daniel
Susan
As a TC am I allowed to communicate customer full credit car detail via email?
Yes
No
In the Egencia website, what does the red flag mean?
Prepayment is required
Out of policy ( OOP) Product
Booking that product is strictly forbidden
Form of payment not inserted
In what of the following cases you would not apply a contact fee?
Proactive action taken by the TC ( not requested by the customer)
More than two transactions fees have been applied
Customer does not like using website
Do TCs need to explain to customers why fees are applied to bookings?
Yes
No
Are TCs allowed to create a new password for a customer?
Yes
No
In Salesforce ,what colors represent the levels of priority (SLA)
Amber ,pink ,red ,black
Green, orange, red, black
Green, amber, grey, black
Green, amber, red, black
First thing you do when you start working on a case in Salesforce ?
Fill in any missing contact details
Click on "Assign to me"
Reply to the customer saying that you are now the case owner
Type in the comment saying that you are now the case owner
In salesforce, where do you go to close the case?
Case details tab
Contact details tab
Activity/ communication tab
Related case tab
