Ctrl+Alt+Delete
Odds and Ends
That escalated quickly
Ring, Ring
I've got the golden ticket
100
If a case created by Solvvy contains PII, what one-step do you need to do?
What is check the PII box
100
DAILY DOUBLE!!
True or False: when applying a macro, it will auto-send the email on your behalf
What is False
100
What queue should you search for when transferring a case to District Onboarding?
What is Scaled District CSMs
100
When you are connected to the target agent or queue member, which active call control button will allow you to switch back and forth between the agent and the caller? Is it release, alternate, transfer, or conference?
What is alternate
100
What status does your case need to be set to in order for the auto solve process to go into effect?
What is pending
200
If a Solvvy submission has PII, what do you need to make sure you do?
What is check the PII box?
200
When "Killing the Queue", which status should your Omni Channel be set to?
What is, "Break"
200
When wanting to escalate/transfer a case to District Onboarding regarding a district that needs to complete onboarding, which quick text should you use?
What is "New District in HM"
200
To transfer a call to an agent that is not actively on phones, what status in Omni-Channel will they to need to update to?
What is Available - Phone Transfer
200
When creating a case, what is this short video showing an example of?
What are open/active cases associated to the account
300
Which four areas within a case could contain PII that you need to check for?
What is: the email, post, attachment, and Solvvy component
300
After you use a "looking into this" type response, what status should you then put the case into?
What is Open or In Progress
300
What macro in Salesforce should you use when transferring a case to Enterprise Support?
What is Transfer > Enterprise
300
If a customer leaves you a voicemail, where will you see the message?
What is your Google email and your dial pad
300
When creating a new support case, what record type do you need to make sure you select?
What is Clever Support
400
To remove PII from attachments, what tool would you use?
What is the case redaction tool
400
How many bumps without a response until the case is auto-solved?
What is 2 bumps
400
When transferring/escalating a within the Support Team, name one of the required fields needed.
What is, "Which App", "Primary Issue Category", "Primary Issue Type", or "Primary Issue Detail"
400
DAILY DOUBLE!!
If agents are swapping shifts (rather than one agent just taking the shift for another), what do they need to make sure happens?
What is submitting the shift swap form twice
400
When merging a ticket, what box do you need to make sure you check when solving the specific case that will then be merged to another case?
What is the "Exclude from CSAT survey" box
500
When would you use the Find & Replace for Text Editing chrome extension for PII?
What is replying to the email
500
When attending Friday Assembly and you are assigned to the email queue during that time, what Omni-channel status should you use?
What is, "Available - Team Meeting"
500
If a district wants to turn off messaging, what should you do with that case?
What is transfer it to Scaled/Onboarding
500
If a call comes through but the customer is not recognized, what will you need to do?
What is look up the contact and district using the the new case creation flow
500
When merging two tickets, which case needs to be the master record?
What is the Open or non solved case