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Which system is used to capture the customer's case information?
Salesforce
When in the call flow do we use HOME?
Examine - After we capture the customer's contact information and while we begin asking probing questions
Which system is used to search long-term storage to retrieve orders that have been deleted from other systems?
Purged Order
ESVS is used to create shipping labels for our customers. True or False?
False - UPS Campus Ship is the system we use to create shipping labels.
At which point in the call flow are we likely to use Cashstar?
Action - During the resolution to ensure the customer's satisfaction
Which system is used to create gift cards for customer satisfaction?
Cashstar
Which system stores the special services order form?
ESVS
We use HOME to find recent customer orders and communications. True or False?
True
When in the call flow might we use UPS Campus Shipping?
Action - During the resolution
We use Service Center to pull up orders that were created in-store. True or False?
False - If an installation order was created in-store, we pull it up in ESVS.
The vendor number is accurate in HOME. True or False?
False - The vendor contact information is accurate in HOME, but if we need to see the vendor number, we use Service Center.
At what point in the call flow might we use ESVS?
Examine - After we gather the customer's information, and while we are asking probing questions to pull up the customer's order.
Which system do we use to view information about the management of the installation by the service provider?
Service Center
Which system is used in all three of the following parts of the call flow: Examine, Action, and Finalize?
Salesforce - It is used capture case information (Examine), to manage the case (Action), and to document the call (Finalize).
If we needed to look up a delivery status for a customer (NOT a special order), which system would we use?
HOME
At which point in the call flow might we use Purged Order?
Examine - We use it to look up an order after we gather the customer's information and as we are asking probing questions.
