Salesforce
What do you verify at the start of the call?
name, email and phone#
What tab would I find the account number listed?
Main Tab
What are the names of the 2 sub-tabs on the Order Information tab?
Main and Other
How would you apply for a hold?
Actions, Apply holds, Manual Hold Apply holds.
18805
Shipping Overrides
What goes into case resolution
Case details
Notes and comments Where I am I found.
Others Tab
What should you not do when you finish keying an order?
Provide the customer with the order total
Deferred payment
Others tab Payment terms
18906
applying and releasing holds
What do we use Salesforce for
Creating cases, Knowledge Articles, and viewing products
Where would I find an attachment
the paperclip and the related items button
What information do you enter in the Hold Until Dat field?
Nothing
Promo Codes
Actions, Promotions/pricing Attributes
18937
Canceling an Order
Create a Case what screen would I use?
Account
Where would I put a request date
Others tab
What should you do if you receive the pop-up when you try to book the order?
Click the continue to close out the pop-up
Locating an account
Salesforce address number and zip code.
16873
Customer Service Case Details Requirements
What is the Internal Description used for
Order Stage, Request Reason, Sub Reason and Actions
The ISBNs go under what tab
Line Items
You receive a Must-Read Message on the account what do you do?
Click the paperclip icon and then click on the Include Related Documents checkbox.
Ship to address needs to change in Oracle. Where would I do that?
LOV on the Ship to
19375
Inbound Call Conversation Guidelines