DTC/Big 3
DTC should be used on every one of these.
Inbound call
CID stands for this.
Case Intelligence Dashboard
All open cases require a ____ that states next best action to be taken on the case.
Task
When creating a DRA session, which checkbox option should always be checked?
Record
As part of confirming that we're working with the correct system, we should always be confirming the _______ and _______.
Service tag and model
The target for DTC effective is...
93 percent
When an open case has customer temperature set to "Cool" and no active open tasks or distresses in CID, this occurs.
Automated Closure
Cases will go idle when untouched for this amount of time.
3 days
This tool can be used to follow along when assisting customers when changing settings within system BIOS.
BIOS Simulator
This information should never be read back to the customer.
Personal Info (Names, Phone Numbers, E-Mail Addresses)
DTC must be used in _____ Chrome.
Local
Cases that have had automation events occur are denoted by a ___________ in CID.
This action should be taken when Tech-B assists your customer that isn't on Green path.
Regain ownership.
The sole approver for Multiple Dispatch exchanges is ____.
DTC
ACW should only be used for ______.
When Boomi instructs us to request pictures for LCD/FPD to be reviewed by Visual Listening, we should request that pictures be sent to _________. (E-Mail)
Picture@dell.com
The E-Mail task type and TBO - E-Mail trigger always requires a ____ or ____ within their respected SLAs as the primary action prior to marking the task as completed.
Call or E-Mail
As part of ownership on open cases, we should be offering our availability, rather than directing customers to ________.
The part number for Alienware X16 R2's battery cable is ______.
DM7CJ
This should always be asked for, prior to engaging in our troubleshooting, to save time and make sure that the customer isn't unnecessarily repeating steps.
Previous/customer completed troubleshooting
When Boomi directs us to position Augmented Reality to the customer, we should pitch AR and then ______.
Acknowledge that we've done so, click "yes"
This is the section in CID that will tell us what actions are needed and when they're needed by with regard to an active trigger.
The Blue "i" button.
When E-Mailing our customers, we should be using the _________ template
NA_ProSupport_Lifeline Email_English
This is the article that describes issues with using the XPS 9345 with non-PD AC adapters.
Article 000226178
Our average handle time goal is _______.
26.5 minutes.