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Day 2 Review

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  • What information needs to be updated and/or verified when assisting clients?
    Phone Number & Email Address
  • If your customer starts talking about the issue before providing all the required information to open a case, what procedure should you follow?
    Let the client know that you would be happy to help with this issue, but you need to verify some information to create a case first.
  • Where should we create a new contact in Salesforce?
    At the corporate level
  • The Move In icon provides a list of units and search options that allow the client to locate and select from available units.
    True
  • What letter does a Corporate code usually start with?
    c
  • When is it necessary to verify and or update the clients contact information..
    Every call, Incorrect information, Need to update information
  • What should you do when a client calls in and you identify they are being affected by a current bug or known issue in the software?
    Create a case, attach a related JIRA incident to the case & refer client to our status page for updates
  • Where should you go to access myHub?
    http://myhub.sitelink.com
  • If a client calls in asking for an update on an existing case number that is in a Open, or On Hold status, what should you do?
    Make an internal comment on the existing case
  • If a client calls in and they do not have a contact already in Salesforce, what should you do?
    Create a new contact on the corporate card
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