WorksheetsGladly Quiz
Total questions: 16
Worksheet time: 22mins
Gladly supports Customer communications on the following channels:
Chat
SMS Text messaging
Voice calls
What is the icon to go on available to take calls?
What is the icon to go on available to take chats?
You should click on (a) when the green bar shows up with the upcoming call to take it.
Draw how the mute button will look like while on a call
Draw the option to End Call
What option do you choose to transfer to internal teams?
Transfer call
Conference
Other teams
Send it over
The method a customer uses to communicate with. These are Chat, Email, and Phone (also called Voice.)
Channel
SLA
Contact
Conversations
Draw the Gladly logo
Should you log out of Gladly if you need to go on a temporary break?
YES
NO
Where can we find the newest interaction on the conversation timeline?
At the bottom of the screen
At the top of the screen
At the middle of the screen
Nowhere
You will select (a) when the call has ended with the customer, but you want to keep the conversation open, in case some additional follow-up is required or you need to complete the notes.
If you select the (a) option the conversation will be closed. There aren't many situations in which you would need to use this.
Use this when you have solved the customer's problem and no further action is required. The conversation will be marked as closed and you will no longer see this customer in your Customer List.
Next
Close
Close & Next
End call
You can access the Customer's Salesforce Account Record by clicking a URL in the Customer Details Panel.
TRUE
FALSE
You can apply more than one Topic to a Conversation.
TRUE
FALSE
