NEW
Font size
WorksheetsChap 9 - 10: Sale force automation and Service automation
Total questions: 20
Worksheet time: 7mins
SFA is the application of computerized technologies to ............… in the achievement of their work related objectives.
support sales people
support sales management
None of them are correct
Both of them are correct
Business Interfaces for JD EnterpriseOne and Oracle Sales Cloud brings together the sales force automation of the Sales Cloud with the power of JD backend functionality.
TRUE
FALSE
Benefits from SFA for Sales managers is shorter sales cycles, more closing opportunities, higher win rates.
TRUE
FALSE
How many ways can users access SFA solutions?
1
2
3
4
Sales forecasting is SFA tools for sales people
TRUE
FALSE
What does IVR stand for?
Interactive Voice Response
Integrated Video Recording
Intra-Vehicular Radio
Internet Virtual Routing
How many key technological elements of Service Automation?
2
3
4
5
Case management is also known as incident management and issue management.
TRUE
FALSE
What are the benefits from service automation?
Enhanced service efficiency
Greater service agent productivity
Better agent work experience
All of the above answers
Escalation happens when a customer support representative sends a customer’s contact details to a junior agent.
TRUE
FALSE
What does ICM stand for?
Independent Chip Model
Incentive Compensation Management
Inbound Communications Management
Integrated Marketing Communications
The goal of queuing and routing is to ensure that each service issue is handled by the most suitable agent for the solution.
TRUE
FALSE
Service levels can be settled on for a number of factors, including...?
Availability
Usage
Responsiveness
All of the above answers
“The process of sending a formal document, called an invoice, to request payment from a customer for provided goods or services” is talking about?
Queuing
Invoicing
Scripting
Scheduling
Which of the following is not a job management application?
Notion
Trello
Asana
Locket
Which of the following describes the purpose of product configuration in a CRM system?
Product configuration allows users to modify customer profiles in the CRM system.
Product configuration enables customization of products to meet specific preferences or requirements.
Product configuration is a tool for tracking sales team performance in the CRM system.
Product configuration is only available for CRM administrators to manage system settings.
Which of the following are attributes of companies renowned for excellent service?
Organizational Ownership
Efficient Operations
Delivery
Both A & B are correct
Which of the following best describes the concept of "Empathy" in the SERVQUAL Model of Service Quality?
The ability to provide services quickly and efficiently.
Understanding and caring about customers' individual needs and providing a personalized service.
The extent to which the service provider shows a willingness to help and provide prompt assistance.
Ensuring that services are reliable and consistent over time.
Which are criterias of the UK's customer service excellence model?
Customer Insight
Culture of the Organization
Information and Access
All of the above answers
Why is customer service crucial for service organizations in sectors like agriculture, mining, and manufacturing?
It directly determines the price of products.
It impacts customer satisfaction, especially when products are similar.
It focuses solely on the during-purchase stage.
It minimizes the importance of customer feedback.
