Providing Support that WOWs
If You Build It . . .
The Ability to Deliver
The Process
The Company!
100
This is the status a Salesforce case should be marked as when the case is still in progress.
What is working?
100
The feature that allows customers to customize their messages and subject lines for each subscriber
What is mail merge?
100
iContact gives this name to the kind of server that sends large batches of email
What is a drone?
100
This is the status a case should be marked as when you have solved the customer issue
What is Closed?
100
This is the CEO of iContact
Who is Ryan Allis?
200
If you receive a call from a customer who wants to cancel their account, this is what you should do.
What is warm transfer to Customer Care?
200
This is the default character encoding on iContact accounts
What is Latin-1?
200
This is the deliverability department’s favorite mode of communication
What is email?
200
This where emails that you have taken from the email queue appear.
What is the "My Open Cases" queue?
200
The number of designer templates available to iContact Free Edition customers.
What is 24?
300
An issue in a customer’s account that you can recreate in your test account
What is a bug?
300
iContact paid subscriber plans allows you to send this many times your subscriber count in messages
What is six times?
300
This is the page on the wiki that you should check if a customer receives several bounces from a specific ISP
What is Deliverability Issues by ISP?
300
This is the program used for canned statements
What is Flashpaste?
300
Only _____ accounts receive phone support.
What is paid?
400
QA wants TSRs to do these two things before ending a call
What is do a final check for assistance and thank the customer for calling?
400
Nonprofit organizations in North Carolina receive this discount.
What is 100%?
400
When customers first upgrade their accounts to send 10,000 emails (or more) a month, their emails are placed in this status
What is Message Review?
400
These four items are required to send a message through iContact
What are Subject line, plain text version, spam check score below 5, and physical address?
400
This is the type of business that is focused on the Triple Bottom Line
What is a B-Corp?
500
This is the status a case should be marked as when you have solved the customer issue
What is Closed?
500
This is the department that provides custom template and custom footer creation
What is Premium Services?
500
On the Message and Spam Report, this is what the “F” stands for in the F/A/T Spam Check information
What is Final Spam Score?
500
These two conditions must be true to extend a trial
What are . . . The customer has not send more than 3 broadcast messages and There are no account notes indicating deliverability problems
500
This is what PSG stands for
What is Product Support Group
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